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Frequently asked questions | Condor Ferries

FrequentlyAsked Questions

FrequentlyAsked Questions

Our customer support team have used their knowledge to put together a list of answers to your most frequently asked questions. If your question is not answered below, then please get in touch!

  • Before You Travel

  • Do you send out tickets?

    All Freight passengers, both accompanied and unaccompanied, will be asked for an email address in order to send you an electronic booking confirmation. Please ensure we hold an up to date email address on your booking.

  • What do I need on the day to Sail?

    Prior to your sailing, you'll require the necessary completed paperwork including Consignment Note, Dangerous Goods Note ect. For more information of what documentation is required for what service type, please see our Docs and Forms page. If you are travelling between the UK and the Channel Islands, then you do not need your passport for travel. However, we recommend that you have a suitable proof of identity with you when you travel (e.g. driving licence or other photo ID)

    But don't forget you'll need a valid passport OR National Identity Card for travel to and from France.

    Passengers travelling to and from St. Malo must ensure that their passport(s) OR National Identity Card(s) is available for inspection and the correct and valid documentation is being carried. Visas are required by some non EEC nationals. If you are travelling to or from France, we ask that you complete your advance passenger information (API) at least 24 Hrs before your travel. You can complete this here. If you have not supplied this information before you travel, this will slow down the check in times for everyone else.

  • Do I need travel insurance and breakdown cover?

    Condor Ferries do not offer insurance on any good transported across any of our sailing routes. Customers must secure their own individual or organisational insurance.We recommend that you take out adequate insurance to provide protection against delays, loss or damage to personal effects, vehicles and other property as well as medical cover, vehicle breakdown insurance and personal travel cover for cancellation of journeys for reasons beyond our control.

    Please note that the European Health Insurance Card (EHIC) is not valid in the Channel Islands.

  • Can I receive updates on the day of travel?

    If for some reason, we encounter a delay, we will send you a text message and / or email detailing any changes to the schedule, alternatively, you can call our team on 0345 609 1024. The sailing updates page on our website will also be updated daily with any additional information or changes. So that you can be certain we can get you the most up to date information please make sure we hold your current contact information, a mobile number where applicable. You can also follow us on Twitter.

  • Customer Charter

  • Do I get compensation if my sailing is delayed or cancelled?

    Customers who experience a cancellation, delay in departure or delay in arrival may wish to claim on their travel insurance and can do so by downloading the ‘Disrupted Service Claim Form’. You can send this to your insurance company with your claim as proof you experienced a disruption or cancellation.

    Condor Ferries abides by the EU Passenger Regulations 1177/2010. These regulations should not be considered as replacing the need for travel insurance. If a ferry is delayed by more than 90 minutes you will be offered a choice between a full refund within seven working days (leaving you free to make your own travel arrangements) or an alternative sailing at the earliest opportunity at no additional cost.

    Where there is an overnight delay and the cause is within our control, you may be entitled accommodation either onboard ship (cabins) or ashore up to a limit of 80 Euros per person per night. We are entitled to ask you to return home overnight too.

    In the event of delays or cancellations caused by adverse weather conditions that endanger the safe operation of the ship or the delay is caused by extraordinary circumstances which could not reasonably be avoided we do not offer any compensation. Customers should refer to their travel insurance policy for any claim entitlements.

    You can find out more about the EU Regulation by visiting this page.

     

  • Bookings, Amendments and Cancellations

  • I need to change my booking. How can I do this? Is there a charge?

    To make any changes to your booking, please call or email Condor Freight. There is no charge for making any amendments

    Please note that all amendments made to your booking are free of charge.

  • I need to cancel my booking. Do you charge for cancelling a booking?

    If you are unable to travel on your booking or one of the journeys, you can cancel your booking by calling Condor Freight on 0345 609 1024. There is no charge for making a cancellation.

  • How can I pay for my booking?

    All payments are taken over the phone or via BACS transfer.

  • Will I be able to amend my booking online?

    If I make a booking in the port office or via the reservations department, will I be able to amend my booking online?

    There is no amendment fee or additional charges for making a booking on the phone or at the Port.

  • Do I have to pay a booking fee?

    No booking fee applies to any Condor Freight bookings.

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