Frequently Asked Questions
Some answers to the most common ferry booking questions
- I am trying to book with different numbers of passengers on the outbound and return journeys. How can I do this?
- Should the driver be included in the total number of passengers?
- When I select a month I cannot see any dates or times. What does this mean?
- Can I book an open return?
- I would like to make a booking without a vehicle. How can I do this?
- How can I get the cheapest price?
- When I use the compare price facility, one of the prices shown appears in "red", what does this mean?
- How do I book a bicycle?
- The price I am quoted now is more expensive than when I last looked. Why is this?
- Are all taxes and fuel surcharges included in the price I have been quoted?
- How do I know which ferry operator I have booked with?
- If I make a booking online, will I receive any tickets?
Cabins & Seating
- Is it compulsory to book onboard accommodation, e.g. seats/cabins?
- If I under occupy a cabin, will I be required to share the cabin?
- Do I select the number of cabins needed or the number of berths?
- I will be travelling in a rental car. Can I book online as I don't yet know the make or registration number of the car?
- Can I book online if I am travelling in a van or any other commercial vehicle?
- I am travelling in a van but it has been converted to have sleeping accommodation. How do I book this?
- Does it matter if I have a roof box/bicycle rack attached to my car?
- How do I book with a trailer?
- If I change my car, can I transfer the booking to my new vehicle?
- How do I book more than one motorcycle?
- Which credit and debit cards do you accept?
- I do not have a credit/debit card. Can I book now and pay at the port? Can I pay by cheque/cash?
- Are my credit card details secure when I make a booking online?
- Can I use someone else's credit/debit card to pay for my booking online?
- I have tried to make a booking, but it says my card has been declined. Why is this?
- Do I have to pay in full when I make a booking?
- I have tried to make a booking, but it says it has been unsuccessful. But now I see that the money has come out of my account. Help!
- I have tried to make a booking, but I did not receive an on screen confirmation that my booking had been made. Was the booking successful?
Amending or Cancelling Bookings
- How do I amend my booking?
- How do I cancel my booking?
- Will you charge me for amending my booking?
- If I am due a refund, how will this be made?
Getting There & Checking In
- How early do I need to get to the port before departure?
- If I arrive at the port early, can I board the ferry straight away?
- Do I need to take my passport with me when I travel?
- Is there secure parking at the port and how much does it cost?
- Can I sleep in my motorhome/caravan overnight at the port?
- Are the ferries accessible to disabled / reduced mobility passengers and can you arrange any assistance when boarding?
- What is the minimum age for a child travelling alone?
- Can you provide a baby cot in my cabin?
- Who do I contact if I have lost some property on the ferry?
- Can I obtain a VAT receipt for my ferry booking?
I am trying to book with different numbers of passengers on the outbound and return journeys. How can I do this?
We are not currently able to offer the facility to make one booking with different numbers of passengers on the outbound and return legs of the journey. However, this can be done as 2 separate bookings. For example, if you wish to make a booking with 2 people travelling outbound and one person returning, you can book as follows:
- First booking for 1 person return
- Second booking for 1 person single
- or make the first booking for 2 people outbound only
- Second booking for return leg for one person
Should the driver be included in the total number of passengers?
Yes, please enter the total number of people travelling including the driver. The drop-down box for passengers refers to the total number of passengers in your party.
When I select a month I cannot see any dates or times. What does this mean?
If there are no dates showing on the month you have selected or there is no time showing on the date you have selected, then this means that there are currently no timetables available online for that selection. Please select alternative dates to proceed with the booking. We make every effort to update the schedules online as soon as the timetables are available to us.
I would like to make a booking without a vehicle. How can I do this?
To make a foot passenger booking, please select 'Foot passenger' from the Vehicle dropdown at stage 2 of the booking process. Please note some routes do not permit foot passengers. If you wish to travel as a foot passenger but the option to select foot passenger in the vehicle drop-down menu does not appear, this means that the route you have selected does not accept foot passengers. Please do NOT make a booking for a vehicle if you intend to travel as a foot passenger, as we may not be able to refund the booking.
How can I get the cheapest price?
Our cheapest prices are all available online; the prices quoted online are our lowest fares for the route/date/time combination that you have selected. Most fares are demand driven, so we advise you to book early and avoid peak sailings if possible. If you can be flexible with the routes and dates that you can travel, you can use our comparison channel to find the lowest possible fares for your route.
When I use the compare price facility, one of the prices shown appears in red, what does this mean?
The quote that appears in "red" is the closest match to the dates and timings you have selected in the drop down of the compare price booking engine. This quote is in red only to highlight this fact.
How do I book a bicycle?
Please select "Bicycle" from the vehicle drop down menu and proceed with the booking. Please note a separate booking will need to be made for each bicycle. If "Bicycle" does not appear in the vehicle drop-down menu it is because that option is not available for that route. Unfortunately, we do not offer the option to book a bicycle through our comparison channel; please use the `Book by Route' engine to obtain a quote and book.
The price I am quoted now is more expensive than when I last looked. Why is this?
The prices you see online are only valid at the time of the quote. As many ferry operators use a demand-driven pricing structure, the price may change according to availability. Therefore, we do advise booking early to obtain the cheapest prices.
Are all taxes and fuel surcharges included in the price I have been quoted?
In most cases, all taxes and fuel surcharges are included in the price quoted. However, in a few cases, the ferry operator may apply these charges upon arrival at the port. If this is the case, we will inform you of this at the quote stage of the booking process.
How do I know which ferry operator I have booked with?
Once you have made your booking, you will receive your on-screen and email booking confirmation. The email confirmation includes the ferry operating company, your booking reference number, check-in time and other essential information. Also, if you look at the terms and conditions for your quotation/booking you will see the operator you have chosen for your routes.
If I make a booking online, will I receive any tickets?
n most cases you will not receive tickets if you make your booking through us. When your booking as been completed, you will receive an on screen BOOKING REFERENCE NUMBER which will at the same time be confirmed by email. Unless given specific instructions on your booking confirmation, we recommend that you print a copy of your email booking confirmation and present a copy of it, together with photo ID, at the check-in point, and you will be issued with your travel documents.
In some cases you will be advised to print one or more copies of your email booking confirmation as this is your ticket. If you book any crossing operated by SNCM, we will send you travel documents by email, normally within 2 working days of booking. These documents must be printed out and presented at check-in, in order for you to be allowed to travel on your booking.
Cabins & Seating
Is it compulsory to book onboard accommodation, e.g. seats/cabins?
Onboard accommodation is usually only required on overnight crossings. If onboard accommodation is compulsory, and you have not selected sufficient accommodation, you will be notified during the booking process.
Do I select the number of cabins needed or the number of berths?
Please select the number of cabins you require. You will only select the number of berths required if you have selected a shared cabin. When booking seats, please enter the number of seats needed.
I will be travelling in a rental car. Can I book online as I don't yet know the make or registration number of the car?
Yes, you can still book online even if you don't know the make or registration number of the car. Simply enter "Rental Car" in the vehicle registration field and the expected size of the car, e.g. Small, Regular, MPV etc in the Make/Model field. We would advise that you check that your rental car may be taken on the journey that you are proposing before confirming your booking.
Can I book online if I am travelling in a van or any other commercial vehicle?
Currently only non-commercial, car-based vans (height less than 1.8m) can generally be booked over the Internet, and only if the 'Van' option can be selected from the Method Of Transport list. Due to customs regulations, transit-style vans are sometimes not allowed to travel under a Tourist ticket, and may be charged at a higher rate.If you are travelling for commercial purposes, please check www.aferryfreight.co.uk for prices. Failure to declare your vehicle correctly may result in an additional payment at the port and/or refusal to accept the ticket purchased.
I am travelling in a van but it has been converted to have sleeping accommodation. How do I book this?
This will depend on the operator with which you are travelling. If the vehicle is a transit-style van and is registered as such, please contact us to obtain a quote and to make a booking. If the vehicle is registered as a motorhome (you can find this information on your vehicle registration documents), then it can be booked as a motorhome. Please ensure the vehicle dimensions are entered correctly on the booking form to avoid delays/additional charges at port.
Does it matter if I have a roof box/bicycle rack attached to my car?
Yes. Please make sure that you enter your vehicle dimensions correctly, including any attached racks/boxes. Failure to enter vehicle dimensions correctly may lead to problems at port, such as additional charges or not enough space being available for you to board the ferry.
How do I book with a trailer?
Please select "Car and Trailer" or "Motorhome and Trailer" or "Van and Trailer" and select the appropriate dimensions for both the vehicle and the trailer and proceed with the booking. Please note that if the vehicle is an MPV, SUV or a 4x4, then please select "Car and trailer" as the option and select the correct dimensions.
Unfortunately, we do not offer the option to book a trailer through our Compare Price facility; please use the `Book by Route' facility to obtain a quote and book.
If I change my car, can I transfer the booking to my new vehicle?
Yes, provided the new vehicle falls within the dimensions of the original vehicle booked and is the same category of vehicle (e.g. car, van, motorhome), we can change this for you; please note a £10.00 administrative charge will be made to amend the vehicle details. If the new vehicle is larger than that originally booked, please contact us at your earliest convenience so that we can amend your booking. Failure to do this may result in extra charges at the port.
I do not have a credit/debit card. Can I book now and pay at the port? Can I pay by cheque/cash?
We require full payment at the time of booking, and therefore you are unable to make a booking and pay at the port. Unfortunately, we are unable to accept cash or cheque payments.
Are my credit card details secure when I make a booking online?
Yes, all online bookings are handled via a secure server which encrypts all your details into a format that cannot be recognised. The ferry section of travelsupermarket.com uses Thawte SSL encryption technology.
I have tried to make a booking, but it says my card has been declined. Why is this?
We do not have access to information regarding your card and cannot see why a transaction has been declined. Please ensure that the card details are entered correctly, and that you have sufficient funds in your account to make the payment. If you are still having problems, you may need to contact your card issuer.
I have tried to make a booking, but it says it has been unsuccessful. But now I see that the money has come out of my account. Help!
When a booking is attempted, money is automatically reserved in your account for the transaction and it may appear as though the amount has been debited from your account. If a booking fails, this money will NOT be debited from your account, and an automatic response will be sent to your bank cancelling the transaction. However, occasionally, it may take some time for your bank to process this, and in the interim period the money may still appear to have been taken out of the account. If this is the case, please do not be alarmed. We will not debit the money from your account, and it will appear back in your account shortly.
I have tried to make a booking, but I did not receive an on screen confirmation that my booking had been made. Was the booking successful?
In this case we would suggest that you first check if you have received an email confirmation from us. If your booking has been confirmed, an email is automatically sent to the email address declared during the booking process. If you are still unsure about your booking, you can contact us by email at email@example.com, using the same email address declared in the booking process.
Will I receive tickets for my booking?
Generally, no tickets will be issued for your booking. The email confirmation you receive with your booking reference number on it serves as the ticket. Please print out the email confirmation and present it at the check-in desk and you will be issued with the boarding passes at that point. You need not collect your tickets separately anywhere else.
I haven't received my email confirmation; why is this?
Email confirmations are sent out automatically once the booking is made online; however, if the email address has been entered incorrectly you may not receive the email confirmation. Alternatively, the email confirmation may have been blocked by spam or junk filters on your email account; please check your junk mail folder before contacting us. If you still cannot receive your confirmation email, please contact us by e-mail with the lead passenger's name and/or booking reference number in order for us to resend the confirmation.
Amending or Cancelling Bookings
How do I amend my booking?
When you make your booking you will be issued with an email address and telephone number which you can use to request any amendment to your booking. Our service team is available 7 days a week (excluding Christmas Day) for customers with a current booking. Please note that in some instances it is not possible for us to amend your booking due to the terms and conditions of the purchase. You will have been notified of this before you confirm your booking, and any variation of such terms and conditions which you would have agreed to before we accepted your booking request are solely at the discretion of the provider of the service you have purchased.
How do I cancel my booking?
When you make your booking you will be issued with an email address and telephone number which you can use to request cancellation of your booking. Our service team is available 7 days a week (excluding Christmas Day) for customers with a current booking. Please note that in some instances it is not possible to cancel your booking and for you to receive a refund of the price paid. You will have been notified of this before you confirm your booking, along with any other cancellation charges, and any variation of such terms and conditions which you would have agreed to before we accepted your booking request are solely at the discretion of the provider of the service you have purchased.
Will you charge me for amending or cancelling my booking?
Yes, we will charge an administration fee for all amendments/cancellations made, where they are allowed in the terms and conditions of the services purchased. The payment of administration fees for providing this service are included in the terms and conditions which you agree to prior to confirming your booking, and unless stated otherwise are normally £25/?40 per amendment. You will also be charged any change in price for the service(s) you have purchased. If the change you are making results in a refund being due to you, the administration fee is taken from the value of that refund.
If I am due a refund, how will this be made?
If you are due a refund, for example for a cancelled booking, this will be made to the card originally used to make the booking. Please note we are unable to refund the amount to a different payment card.
In a small number of cases, a refund may be made in the form of travel vouchers. In this case, you will be made aware of this before the cancellation is made.
Getting There & Checking In
How early do I need to get to the port before departure?
Your precise check-in time is detailed on your booking confirmation (in the email). However, as a guideline with most operators you need to arrive 60 minutes prior to departure. Please check the minimum check-in time required by the ferry operator in advance of travel.
Do I need to take my passport with me when I travel?
For all International ferry crossings every passenger must have a valid passport with them to board the ferry. Children are able to travel if they are on an adult passport. Young babies are able to travel if a birth certificate is shown at customs. For any Domestic ferry crossing (for example within the UK) a form of photo ID is accepted if a passport is not available.
Is there secure parking at the port and how much does it cost?
Most ports have secure parking at the port, or close by. The cost of the will vary according to the particular port. For more information it is best to contact the port directly.
Are the ferries accessible to disabled / reduced mobility passengers and can you arrange any assistance when boarding?
A large number of ferries are well adapted to suit the needs of disabled / reduced mobility passengers, although the ferry operators are not always able to offer all onboard facilities, and some routes are not suitable for disabled / reduced mobility passengers. The following services are normally offered by the ferry operators, however please note that these services must be requested well before departure or at the check-in time. We advise all customers wishing assistance in boarding to check-in much earlier than the latest check-in times.
- Your car to be positioned close to the lift on the car deck.
- Use of wheelchair in the terminal and on the ship.
- Specially adapted disabled cabins onboard, although these cabins must be pre booked by calling us on 0844 5765503. Calls cost 7 pence per minute, plus your phone company's access charge.
What is the minimum age for a child travelling alone?
This depends on the operator with which you wish to travel. Usually, children are permitted to travel alone from the age of 16, providing they have a letter of permission from a parent or guardian.
Can you provide a baby cot in my cabin?
Most ferry operators can supply cots for use in cabins, however some operators may not offer this facility. Please contact us with your booking reservation number to arrange for a cot to be booked for you.