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Travel Card Help

Travel Card Help

If you cannot find the answer to your question below please phone us on 0845 330 8898 (during normal office hours) or email.

Q. How do I find the cheapest car fares?
A. Private Vehicle prices are based on demand and increase in small steps as space on the ship becomes booked.  The general rule is to book as early as possible.  It is also best to avoid peak dates (which mostly fall in the school holidays) and peak travel times – it is often cheaper to travel in the evenings.  The website displays all the outward and return prices for any selected date so it is easy to find the cheapest fares.

Q. How do I make a Travel Card vehicle booking?
Once your account has been setup you will be sent your new Travel Card in the post together with details of how to login to your account for the first time.  Once logged-in at the start of the booking process you will be able to make bookings online if you have sufficient credit, check your account balance, view your statements, top-up your account and change your PIN number.

You will also be able to book by phone at no extra charge. Bookings made at the ticket office or at check-in on the day of travel will be not incur any additional charges but the cost may be higher and travel is subject to availability – we recommend you book in advance where possible.

Q. Why do I need a PIN?
A. For security reasons you will need to enter your 4 digit PIN number to make a Travel Card booking online and you will be asked to quote two random numbers from your PIN when you book by phone or at check-in.  Your PIN number is in addition to your login and password and should be safeguarded at all times.

Q. What happens if I forget my PIN number?
A. Please call us on 0844 844 9988 (see website for opening hours) and we will reset it if you correctly answer some security questions.  Please allow 60 minutes for your new PIN to take affect online.  You can change your PIN number at anytime when logged into ‘My Red Funnel’ and any changes will apply immediately.  Please safeguard your PIN at all times.

Q. Will I receive a ticket when booking with a Travel Card?
A. Yes, you will be sent a barcoded eTicket by email when booking online or by phone - please present it at check-in. If you do not have access to email when booking just make a note of the reference number and quote it at check-in.

Q. Can I just turn-up at check-in without a booking?
A. Yes you can if you present your Travel Card and provide 2 correct digits from your 4 digit PIN number.  However, shipment is subject to availability and booking at the last minute could cost more. It is also quicker to book before your arrive so just give us a call and quote the booking reference number at check-in.

Q. Do I have to present my Travel Card when travelling?
If you booked in advance and have an eTicket you will not be asked to show your Travel Card.  If you are making a vehicle booking at check-in then you must present your card and it’s also required if purchasing foot passenger tickets.  You will be asked to verify 2 random digits from your PIN number.

Your Travel Card must also be presented at the till to claim the 10% discount on purchases from Steam Coffee Company outlets and the ReFuel café restaurants.

Q. What happens if I miss my booked sailing?
A. You will be shipped on the next sailing where there is space available. This may mean waiting in a stand-by lane or at peak times when we are fully booked you may be asked to drive back to the terminal at a specified time. If your revised departure time is a more expensive sailing you will need to pay the fare difference but no amendment fee’s apply to Travel Card bookings.

Q. I have a Premium upgrade, what time should I arrive at check-in?
A. To guarantee priority loading you must arrive for check-in at least 30 minutes prior to your booked sailing time. If you arrive late and the ship has already started loading you will not benefit from this feature and it is non-refundable.

Q. How do I amend/cancel a Travel Card booking?
A. Just phone us on 0844 844 9988 and quote your booking reference number.  There are no amendment fees for Travel Card holders but if you are changing to a more expensive sailing you will be required to pay the difference. Any additional cost will be charged to your Travel Card (you will need to verify two digits of your PIN number).

Q. What happens if I don't use (or cancel) a Travel Card booking?
A. The booking will expire and you won't receive a refund as per our Standard Terms & Conditions.  It is therefore better to phone 0844 844 9988 to cancel a booking as soon as possible – standard cancellation rules apply.

Q. What happens if I don't have enough money in my Travel Card account to pay for the booking I want to make?
A. You can either top-up your account before making your booking online OR call 0844 844 9988 and we will take the remaining money from your Travel Card and charge any outstanding amount to a debit/credit card.  Unfortunately it is not possible to part pay using a Travel Card online.

Q. How can I see the bookings made on my Travel Card account?
A. You can view your statement showing all the bookings and top-ups you have made by logging into 'My Red Funnel'.  Please note the date displayed is the date the booking was made and not the travel date.

Q. How do I get a receipt for a Travel Card booking?
A. All bookings made using a Travel Card will receive an email confirmation/eTicket (as per non-Travel Card bookings).

Q. How do I make a Travel Card booking online for a member of my family?
A. Just login and proceed to make a Travel Card booking as normal, there is an option half-way through the process to make the booking for someone else.  Just tick this option and enter their contact details.  They must be in possession of the eTicket in order to travel. Travel Card bookings are not permitted for friends or acquaintances.

Q. Can I pay for bookings online without using my Travel Card?
A. Yes.  Just un-tick the Travel Card tick box on the first page of the booking process and pay using a debit/credit card.  If you get to the payment stage and change your mind then you must empty the basket and start again with the 'Use My Travel Card' option ticked.

Q. I have a Promo/Offer Code; can I use it with a Travel Card?
A. Yes you can but the Travel Card discount will not apply.  Therefore, please make sure the discount offered by the Promo/Offer code is higher than your Travel Card discount as the Promo/Offer code discount will always take precedence.

Q. Can I use my Travel Card account to pay for travel on the Red Jet Hi-Speed service?
A. Yes, you will need to present your Travel Card at the ticket office during opening hours to obtain the discount and pay using your Travel Card. Travel Cards cannot be used to purchase tickets from the self-serve Ticket Kiosks.

Q. Can I use my Travel Card account to buy a Season Ticket or Saver Tickets?
A. No - these must be paid for separately using a debit/credit card.  They can however be purchased online when logged into ‘My Red Funnel’.

Q. Can I buy other things using my Travel Card?
A. At present you can buy ferry travel for vehicles up to 8m in length and foot passenger tickets for both Red Funnel routes.  It is not possible to buy Season Tickets, Saver Tickets, Attraction Tickets or Event and Festival Tickets with a Travel Card.

Q. Can I use my Travel Card account to buy food/drink from Red Funnel?
A. No - but all Travel Card holders will receive a 10% discount on food or drink (excluding alcohol) purchased from all Steam Coffee Company outlets and the ReFuel café restaurants (excluding ReFuel Express). To claim the discount please present your Travel Card at the time of purchase.

RedFunnel Address

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-0fa4542905adcd524)

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

Service is operating normally


Southampton <> East Cowes, Isle of Wight

Service is operating normally

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