At first we kindly ask you to note that Stena Line Travel Group AB is an agent for the airline companies and only acts as a third part in the sale of their tickets.
Therefore we recommend to do as follows:
Contact the airline company directly or your
credit card- and/or your insurance company
Please note! The above process is for flight only. Concerning packet travels, please contact us.
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Hotel
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Book a Hotel or a Holiday Rental
- How many persons can I put on an accommodation?
- Can a guest be denied checking in because of their nationality?
- Can we have a room with morning sun/evening sun/a quiet location/near the reception/top floor/safe for children?
- Can I have specific requests regarding my accommodation?
- I tried to book an accommodation, but the booking could not be completed due to a technical issue - what does it mean?
- Do you have disability adapted rooms?
- What is a "non refundable" accommodation?
- Which hotels allow you to bring your pet?
- When do I have access to The Reef water park?
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Change & Cancel
- What does it cost to cancel my accommodation?
- I need to cancel, but I do not have a cancellation insurance in my booking?
- How quickly can I get a refund if I submit an approved medical certificate?
- I have just made changes in my booking, but my booking has not been updated?
- I have cancellation insurance, and want to cancel due to illness. What do I need to do?
- The hotel says that they can change my booking - what do I do?
- I have booked a non refundable room - can I change the name in this booking?
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Questions Accommodation
- Can I bring a pet to the accommodation?
- My room is not cleaned - what can I do?
- The hotel can not find my booking (at my arrival) - what can I do?
- How many days can I use my entrance tickets to Disney Park?
- Can I get access to Disney Park, after my check out from the hotel?
- Can I get access to Disney Park, before I check in at the hotel?
- When do I have access to the room/apartment? When do I have to leave?
- What should I do if I want to leave the apartment/room before the reception/key office has opened?
- How do I find my accommodation?
- When do I have to check-out?
- Are bed sheets included when I rent a house or apartment?
- Can Sembo guarantee that I get a specific apartment?
- I am arriving late at my accommodation, how should I do?
- What is a Gold Card?
- Can I bring a pet to the accommodation?
- Are there further costs on site?
- Which cleaning rules apply when I rent a house/apartment?
- Why does the information on our web page say that I will have to pay for breakfast, when I have chosen an alternative with breakfast included?
- Where do I receive restaurant coupons and entry tickets if I booked a Disney themed hotel?
- Can I book a transfer between the airport and the hotel?
- What do I do if there are bugs in my accommodation?
- Is there air condition in the hotel?
- Do I have to pay a deposit at the destination?
- Are entrance tickets to Lalandia included if I book a holiday home?
- How many beds are there in the apartment?
- Do I get the hotel room that is in the picture?
- What is a grand lit?
- Morebox
- Payment
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Other
- The hotel can not find my booking (before my arrival) - what can I do?
- Who can contact Sembo about the booking?
- What if bars and restaurants etc. are closed?
- Are the entrance tickets to Disneyland Paris park limited to a specific date?
- Are the entrance tickets to Legoland park limited to a specific date?
- How does the price guarantee work?
- Can I add a transfer after creating a booking?
- What is a camping pass / Camping Key Europe?
- When will I receive my travel documents?
- Can I put my house out for rent via Sembo?
- How do I receive admission tickets for Legoland?
- What's the price of the amusement rides at Disneyland Paris?
- Why can't I see what I have booked on my booking page?
- I forgot some items at the hotel - What should I do?
- How do I access my Be Happy Pass?
- What is a Be Happy Pass?
- Can I receive my travel documents in another language?
- When do I need to check in?
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Book a Hotel or a Holiday Rental
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Flight
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Book a Flight
- I want to travel with an infant, how do I book?
- Changeable airline ticket
- What names do I fill in?
- Do I need to enter a passport number?
- Can my child travel alone?
- Request for special diet
- Child discount on plane tickets
- What rules applies for two one-way tickets
- Double bookings
- Can I bring my pet onboard a flight?
- Service package
- Why could I not finish my booking?
- What information should be included when booking a flight?
- My booking could not be completed due to a technical issue - what does it mean?
- Can I book a flight ticket to a child travelling alone?
- I want to book flight tickets with multiple stops - is this possible?
- Can I purchase a rebookable ticket?
- What age do you count as a baby, child or adult on an airline ticket?
- Can I book seating on the flight?
- How far in advance can I book my flight ticket?
- What information should be included when booking a flight?
- Can I fly to one airport and home from another?
- Ryanair flight ticket
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Change & Cancel
- Wrong date on flight ticket
- Is it possible to change the name on my ticket?
- Are there any fees when I cancel?
- Your flight is delayed or cancelled
- Missed flight?
- Can I use only one leg on my flight ticket?
- Is it possible to change a rebookable ticket, after the time of departure?
- Can I change my flight ticket if I did not book a "Flexible ticket"?
- I received an e-mail regarding a schedule change, what should I do?
- How do I find out about any time changes?
- Why has the time for my flight changed?
- I need to cancel, but I do not have a cancellation insurance in my booking?
- If I buy a flight ticket which allows amendments - can I choose to get my ticket refunded?
- What do I do If I want to cancel my flight?
- How do I cancel my trip?
- My flight is cancelled, can I get a refund?
- How close to departure can I change the name on my flight ticket?
- Can I change the name on my flight ticket?
- How close to departure can I book my flight ticket?
- I have received a flight change and I have booked a package holiday
- Payment
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Luggage & seating
- How much luggage can I check in?
- How much checked baggage and carry-on baggage is allowed?
- Book (extra) checked luggage?
- Will my luggage be forwarded when changing flights?
- Special luggage
- What can I bring in my hand luggage?
- How do layover flights work with checked bags?
- How can I add checked baggage?
- To whom is the Service package directed to?
- Can I book seating on my flight?
- My luggage was damaged - can I get any compensation?
- Why can't I add baggage to my flight?
- How much luggage can I bring on a plane?
- I added checked in luggage on my flight. Can I cancel this?
- Passport and visa
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Check in
- Check in online, how does it work?
- When can I check in online?
- How do I check in at the airport?
- What is a boarding pass?
- Your electronic ticket
- The airline can not find my booking?
- When should I be at the airport to check in?
- Is there enough time to change planes if I have a stopover?
- How do I receive my flight tickets?
- I was refused boarding - can I get any compensation?
- How do I check in?
- I have booked wheelchair assistance - who do I turn to at the airport?
- When do I need to check in?
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Tickets
- No spaces or punctuation on your e-ticket
- No barcode on my e-ticket
- What time zone is displayed on my flight ticket?
- I wrote all my names while booking my trip, but my first name is missing on the ticket. Why?
- The title on my flight ticket is wrong - what do I do?
- When will I receive my electronic flight tickets?
- Insurances
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Other questions
- EU rights for air passengers
- Right of cancellation
- Do you have a complaint or suggestion?
- When is force majeure spoken of?
- Who can contact Sembo about the booking?
- What are the terms during a strike?
- Can I register my bonus card from the airline in my booking?
- Why is my name spelled different on the flight ticket?
- Can I book a transfer between the airports?
- My flight was delayed - can I get a compensation?
- I need assistance during my trip, what should I do?
- How do I book lounge?
- I am travelling with an infant and wants to bring a stroller - how do I do?
- What can I do if I find an error in my booking?
- What's included in the Service Package for flights?
- Where can I see what airline I'm traveling with?
- Why can't I see what I have booked on my booking page?
- Can I book special meals for my flight?
- My flight was delayed and I need a delay certificate for my insurance company - what do I do?
- I have been asked to verify my Ryanair account
- What is a technical stopover?
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Book a Flight
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Ferry
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Book a Ferry
- Is the ticket with Forsea ferry an open ticket?
- Can I bring a pet on the ferry?
- Is it possible to smoke on board?
- Do I need to bring my passport when travelling with Stena Line ferry?
- Can I purchase a one way ferry ticket, Helsingborg - Helsingor (including the great belt bridge)?
- Can I drive on-board with a car that has a roof box?
- Change & Cancel
- Other service
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Book a Ferry
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Other
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Payment
- Can I use more than one gift card to pay for a booking?
- Can a gift card be exchanged for money?
- I've received an invoice from Captum, can I make a partial payment?
- My credit card does not work to pay with
- My gift card has expired - can I extend it?
- The price is changing when I am about to pay for my booking - why?
- Why do you not have my bank as an internet payment option?
- I have completed my payment but want to change the payment methods afterwards - is that possible?
- Can I use partial payment for my trip?
- Why is the name Stena Line Travel Group stated on my invoice/account information?
- You have withdrawn money from my account - but I have not made a booking?
- Can I pay by invoice?
- In case of a refund, when will I get my money back?
- Why prices may differs between different searches
- I accidentally chose Captum-invoice several times - what can I do?
- How do I pay for my trip?
- Who do I contact regarding partial payment / invoice from Captum?
- Do you suspect that your card has been used without your knowledge on our website?
- Can a gift card be exchanged for money?
- How can I be sure that my reservation has been canceled?
- What is tourist tax?
- VAT on tickets
- Having trouble paying?
- How can I pay for my trip?
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Safe trip
- To whom is the car vacation insurance directed to?
- Conditions due to Package travel
- Can I revoke a cancellation insurance?
- I purchased a travel insurance but all the travelers names are not included in the travel documents?
- Is the travel guarantee valid if I only bought one seat on a flight?
- If an accident should occur, whom should I contact?
- Do I need to get a travel insurance?
- What about visas, passports, entry documents, ESTA etc and vaccinations?
- Do I need a visa and/or passport?
- Do I need to get vaccinated?
- What should I consider for my roadtrip through Europe?
- Gift card
- Other questions
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Payment
My flight was delayed - can I get a compensation?
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