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Frequently Asked Questions

Our 'FAQ' database contains the questions and answer to the most common queries made about booking and travelling by ferry! Click on a category below to reveal the related questions. If your question isn't answered then please Contact Us

Most popular questions

  • Can I amend my ferry booking?

    This depends on the type of ticket you have booked, but in most cases you will be able to amend your booking. You can check your confirmation email or log into My Account to see if you are able to amend your booking. Please be aware that in most cases there will be a fee charged for any amendments unless you have purchased our Cancellation Cover.

  • Can I cancel my ferry booking and get a refund?

    This depends on the ticket you have booked, you can check your confirmation email for information on whether your ticket can be refunded. Please be aware that if your ticket is able to be refunded, and you have not purchased Cancellation Cover, you will be charged a cancellation fee.

  • I haven’t received a confirmation email, now what?

    If it hasn't gotten lost in your junk mail box, log into My Account, verify your email address is correct, and then have the confirmation email re-sent to you. If your email address is wrong you can update it in My Account and then resend the confirmation email. If you cannot find this on your account, or for some reason cannot log into your account, then please get in contact with us so we can send you another confirmation email.

  • How can I find directions to the ferry port?

    You can find the address to the Ferry Ports in your confirmation email as well as a link to Google Maps to help with directions. You can also have a look at the Ferry Ports page to find some more details about the port and the address. Some ports can be quite big, with different addresses for different ferry companies, so make sure to check that you have the correct address for your ferry.

  • What do I do if I’m late or likely to miss my ferry crossing?

    The best thing you can do is to call our telephone helpline, so we can help you to see if it is possible to change your ticket to a different sailing. If you are travelling when our telephone line is closed, then we recommend proceeding to the port and see if the ferry operator directly will change your ticket.

  • Do you work with all ferry operators?

    Direct Ferries provides the most accurate information on a large number of operators, on different domestic and international routes. Although the list of ferry companies is constantly updated, Direct Ferries can’t always guarantee an updated representation of all the shipping companies operating certain routes.

  • Can I get a VAT receipt for my ferry booking?

    Normal tourist and passenger ferry tickets do not have a VAT element, so it will not be possible to obtain a VAT receipt for these. You can get a VAT receipt if you have booked a freight ticket, and you have seen that VAT has been applied. To get your receipt please contact our freight customer service team and they will be happy to help. You can also find our VAT registration number, GB238948850, at the bottom of your confirmation email.

  • Where can I find your terms and conditions?

    You can find our terms and conditions Here.

  • Who do I contact regarding lost property on a ferry?

    You will need to directly contact the ferry company you sailed with. If you have any trouble contacting them please let us know and will do what we can to help.

  • My question isn’t answered, now what do I do?

    You can get in touch with us via email, or on the phone, and all of our contact details can be found on our Contact Us page.

  • How do I leave feedback?

    We'd love to hear from you, the best way to give us feedback is via email, but if you'd like to phone us our contact details can be found on our Contact Us page.