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My Red Funnel Rewards - FAQs


My Red Funnel Rewards FAQs


My Red Funnel Rewards

Q. What is My Red Funnel Rewards?
A. My Red Funnel Rewards is Red Funnel’s new points based loyalty scheme, offering private customers the chance to earn 4 points per £1 spent on qualifying purchases including private vehicle ferry, foot passenger travel and food & drink. Each point earned is worth 1 penny.

Q. What is My Red Funnel Rewards Plus?

A. My Red Funnel Rewards Plus is Red Funnel’s new points based loyalty scheme exclusively for Isle of Wight residents. Like the standard scheme it allows private customers to earn points on qualifying purchases, but with an enhanced rate of 5 points per £1 spent. Each point earned is worth 1 penny.

Q. Which version of the scheme am I eligible to join?
A. My Red Funnel Rewards is available for mainland residents. My Red Funnel Rewards Plus is available for Isle of Wight residents.

Q. How do I make sure I join the correct scheme?
A. When you sign up you will automatically join the correct scheme based on your registered address.

Q. When does the scheme launch?
The scheme will fully launch from 21st September 2015. You can sign up for the scheme in advance from 7th August 2015.

Q. Does it cost anything to join My Red Funnel Rewards?
A. No, it is free to sign up for My Red Funnel Rewards and no purchase is necessary when joining.

Q. I already have a My Red Funnel account, do I need to do anything to sign up?
A. Yes. Existing My Red Funnel customers are able to add the My Red Funnel Rewards scheme to their existing My Red Funnel account, but you still need to opt-in and accept the terms and conditions of the scheme.

Q. I don’t have a My Red Funnel account but would like to join My Red Funnel Rewards, is that possible?
A. In order to join My Red Funnel Rewards you do need a My Red Funnel account, but this can be created in just a few moments as part of the online sign-up process – all you need to provide is your email address, name and postal address.

Q. I am a freight / commercial customer, can I join the My Rewards scheme?
A. No, My Red Funnel Rewards is open to private customers only.

Q. Do I get a plastic membership card?
A. A plastic My Red Funnel Rewards cards will be issued to customers once they have earned 1,000 points.

Q. Where can I find the full terms and conditions of the scheme?
A. During the online sign-up process you will be able to read the full terms and conditions of the scheme. You will need to confirm that you have read, understood and accepted these terms and conditions in order to register for the scheme.

Q. Is there a minimum age for joining the scheme?
A. My Red Funnel Rewards is open to customers aged 14 years or over.

Earning and redeeming points

Q. How do I earn/redeem points?
A. Points can be earned / redeemed online by logging into your My Red Funnel account and making a qualifying booking. Points can also be made via the contact centre or in person onboard vehicle ferries / at terminals using the following methods:
a)    Presenting a printed paper membership card.
b)    Presenting an electronic scanable card by logging in to My Red Funnel Rewards using a smart phone.
c)    Presenting a plastic My Red Funnel Rewards membership card.
d)    Presenting an existing Travel Card or Season Ticket held under the same My Red Funnel account as a My Rewards membership.

Q.  How many points will I earn and what are they worth?
A. My Red Funnel Rewards members earn 4 points per qualifying £1 spent. My Red Funnel Rewards plus members earn 5 points per qualifying £1 spent. Each point is worth 1 penny.

Q. What can I earn/spend points on?
A. Points can be earned/redeemed against Red Funnel foot passenger travel (Red Jet and vehicle ferry); ferry travel bookings for private vehicles including cars and vans not exceeding 5.5 metres in length or 2 metres in height, minibuses, motorhomes, horseboxes, towed vehicles and motorcycles; food and drink purchased from Steam outlets at Red Funnel terminals and; food and drink purchases made onboard vehicle ferries from Steam & ReFuel outlets. Points can only be earned/redeemed against purchases made directly with Red Funnel using the My Red Funnel account against which your My Red Funnel Rewards membership is associated.
(In the promotional period prior to 21st September points will only be earned on vehicle ferry travel booked online or via contact centre and Saver Tickets / Season Ticket purchases).

Q. Which products / services are excluded from the My Red Funnel Rewards scheme?
A. Rewards points cannot be earned or redeemed against any commercial bookings/accounts; coach bookings; any ferry travel bookings for vans exceeding 5.5 metres in length or 2 metres in height; food and drink purchases made onboard Red Jet services; in relation to third party supplied products such as accommodation, attraction tickets, event tickets, packaged activities, fly and dine offers and rail, bus & coach tickets or; against ferry travel bookings made via a third party e.g. accommodation provider. It is not currently possible to earn or redeem Rewards points at Red Funnel Ticket Vending Machines.

Q. I have already booked travel for a date in the future – if I sign up before I travel will I earn points on that booking?
A. No, My Rewards points can only be earned on new bookings made after you have signed up for the scheme

Q. When will the points I earn be validated?
A. Points earned from catering purchases will ordinarily be validated and available for redemption the same day. Points earned from travel purchases will be validated and available for redemption from midnight the day after travel

Q. I am booking travel for a van over 2 metres in height and/or over 5.5 metres in length, can I earn Rewards points?
A. No, My Rewards points can only be earned on van bookings for vans under 2 metres in height and under 5.5 metres in length

Q. When will the points I earn expire?
A. Points will expire 5 years after the date they are validated.

Q. Do I earn points when I buy food and drink from Steam outlets at Red Funnel terminals?
A. Yes, Rewards points can be earned against food and drink purchased from Steam outlets at Red Funnel terminals.

Q. Will I earn points when I make bookings using a Red Funnel ticket vending machine?
A. No, it is not currently possible to earn or redeem Rewards points at Red Funnel Ticket Vending Machines.

Q. Do I earn points when I buy food and drink onboard Red Funnel vehicle ferries?
A. Yes, Rewards points can be earned against food and drink purchases made onboard Red Funnel vehicle ferries.

Q. Do I earn points when I buy food and drink onboard a Red Jet service?
A. No, it is not currently possible to earn/redeem points against food and drink purchases made onboard Red Jet services.

Q. I’ve booked an Isle of Wight holiday direct with an accommodation provider and their deal included ferry travel – can I earn points on the travel cost?
A. No, points cannot be earned/redeemed against ferry travel bookings made via a third party e.g. accommodation provider.

Q. I am booking accommodation, event tickets, attraction tickets, rail and coach tickets or package tickets via Red Funnel, can I earn points?
A. No, points cannot be earned/redeemed against third party supplied products such as accommodation, attraction tickets, event tickets, packaged activities, fly and dine offers or rail, bus & coach tickets.

Q. I’ve signed up for My Red Funnel Rewards but I don’t want to receive marketing communications about the scheme, can I opt out of being contacted with news and offers?
A. One of the terms and conditions the My Red Funnel Rewards scheme is that you agree to being contacted via email specifically in relation to the Rewards scheme. This is independent of My Red Funnel general marketing preferences, which can still be opted in/out of at any time.

Q. I often book travel using promotional offers e.g. friends and family discount vouchers, can I still earn points when booking a special offer?
A. Yes, My Rewards points can be earned against bookings made using a special offer, provided the booking / product type qualifies. Points will be awarded against the net spend (i.e. the offer price).

Q. I need to book ferry travel but also other products / services that don’t qualify for Rewards points (e.g. hotel, attraction, event ticket), will points still be added for the travel element of my booking?
A. Yes, points will automatically be calculated and added for the parts of your booking that qualify.

Season Tickets, Saver Tickets and Travel Cards

Q. Can I earn points when I make Travel Card bookings?
A. Yes, My Rewards points can be earned on Travel Card bookings, meaning customers can enjoy discounted Travel Card bookings and earn Rewards points. Points will be awarded based on the net price paid and validated at midnight the day after travel (no points are awarded at the time of Travel Card top-up). Points earned can be used to pay/part-pay for new Travel Card bookings. Points cannot be used to pay or part-pay for Travel Card top-ups.

Q. Can I earn points on season ticket purchases / renewals?
A. Yes, points are awarded on new season ticket purchases / renewals made after joining the Rewards scheme. Points will be awarded upfront for season ticket purchases. Rewards points cannot be used to pay/part pay for new season tickets/season ticket renewals.

Q. What about the free Travel Card credit I used to get when I bought / renewed my season ticket?
A. This is being replaced with My Red Funnel Rewards points. The points awarded offer greater flexibility as they only expire after 5 years (as opposed to 12 months) and can be spent on food and drink (at terminals and onboard vehicle ferries) as well as private ferry and foot passenger travel.

Q. I recently purchased / renewed my season ticket – can I be awarded points?
A. Season ticket purchases / renewals made prior to 7th August will have been awarded free credit on a Travel Card as per the previous terms and conditions for season tickets, so no Rewards points will be awarded retrospectively upon joining the My Red Funnel Rewards scheme.

Q. Can I earn points when I buy Saver Tickets?
A. Yes, Saver Tickets purchased by Rewards members will earn points upfront based on net spend. Points cannot be used to pay/part pay for new Saver Tickets.

Q. I have a Travel Card / Season Ticket – can I earn points on food and drink purchases / ferry travel bookings made in person by presenting this card?
A. Yes, your Travel Card / Season Ticket can be scanned at the point of purchase (not onboard Red Jets or at ticket vending machines) to earn Rewards points, providing your My Red Funnel Rewards account is associated to the same My Red Funnel account as your Travel Card / Season Ticket.

General / Miscellaneous

Q. I have more than one My Red Funnel account, can I link them all to one My Red Funnel Rewards account?
A. No, only one My Red Funnel account can be linked to a My Red Funnel Rewards account. We recommend you sign up to My Red Funnel Rewards using your most active / up-to-date account and close other accounts to ensure you get the best value from the My Rewards scheme.

Q. Can my partner / family members and I have one My Red Funnel Rewards account between us?
A. No, it is not currently possible to link My Red Funnel Rewards accounts in this way.

Q. I made a booking but the points are ‘pending’ and aren’t available to spend, why is this?
A. Points earned from ferry travel will be validated at midnight the day after travel, per leg of your journey. When a booking has been made, any travel legs not yet completed will show as pending points.

Q. My account shows I have points but I can’t currently spend them, why not?
A. An initial 300 points must be earned and validated before any points can be redeemed. After this initial threshold has been reached validated points can be redeemed at any stage, regardless of level of balance at the time of redemption.

Q. Can I spend my points on travel for someone else?
A. Points can only be redeemed via the Rewards member’s account, but travel can be booked on behalf of someone else and payment / part-payment made using Rewards points.

RedFunnel Address post@redfunnel.co.uk.

Contact Centre: For travel, accommodation and enquiries call +44 (0)23 8001 9192

Switchboard: Tel +44 (0)23 8024 8500. Fax +44 (0)23 8024 8501.

Registered in England: 002404, VAT number: GB 902 873131. All Rights Reserved, © 2014 Red Funnel (i-d5bca459)

Isle of Wight Port Addresses: Red Funnel Isle of Wight Ferries, Trinity Road, East Cowes, Isle of Wight PO32 6RA | Red Funnel Red Jet Ferries (West Cowes), Fountain Yard, West Cowes, Isle of Wight PO31 7AR.

Southampton Port Addresses: Red Funnel Isle of Wight Ferries (Terminal 1), Terminal 1, Dock Gate 7 off Town Quay Road, Southampton, SO14 2AR | Red Funnel Red Jet Ferries (Terminal 2), Terminal 2, Town Quay, Southampton SO14 2AQ.

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Southampton <> West Cowes, Isle of Wight

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Southampton <> East Cowes, Isle of Wight

Service is operating normally

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