How to amend/cancel standard bookings
In response to the ongoing COVID-19 (Coronavirus) situation we have made temporary changes to the way we process amendments and cancellations.
For customers with a standard booking, who no longer want to travel on their original date(s), we have the following flexible options for amending or cancelling:
Contacting us to make changes
Due to the overwhelming number of calls and emails we are receiving we are prioritising the most immediate bookings, and thank you for your patience and understanding.
Customers due to travel in the next 48 hrs, please call 02380 019192 for any amendments / cancellations.
If your travel date(s) are 48 hrs or more ahead, please complete the form below. If you are amending your booking with new travel dates, you will receive your new booking via email. For all other enquiries one of our agents will be in touch. We will action all booking amends, and respond to all requests within 28 days - if this is after your original travel date, your amendment/cancellation options will not be affected.
For any customer wishing to amend their booking to 2021 dates, we are aiming to get our timetable for next year online later this week. Once this is available, we will contact you to find out which dates you would like to move your sailing to.
Answers to common queries regarding our COVID-19 amendment / cancellation policy can be found at the bottom of this page.
Please note: If you are looking to amend/cancel a Red Funnel Holidays booking, which includes accommodation purchased with your ferry travel, our T&C's may be slightly different. If this applies to you please contact email@example.com in the first instance.
*Standard Cancellation fees refer to bookings cancelled at least 24 hours prior to departure
Amendment / Cancellation FAQs
What changes have you made to your amends / cancellations policy in response to the situation?
We have temporarily waived all amendment fees, so customers are able to move their original travel dates forward to any date in the future, free of charge. Amended dates can also be changed again free of charge if your plans change. Fare differences will apply where applicable.
In addition, we have brought in the option for customers to put their booking on hold as a booking credit. This works much the same as a voucher credit would, allowing you plenty of time to decide when you would like to choose your future travel dates, effectively ensuring that you retain 100% of the value of your booking. If at the end of the year you decide you would prefer to cancel, you still can. Cancellations will be subject to our current T&C’s.
Our cancellation policy has also changed. Under normal circumstances, bookings are subject to a non-refundable cancellation fee of 25% for Flexi Tickets, or 50% for Saver Tickets. However, we are temporarily granting customers the option to retain those cancellation fees as a credit towards a future booking, which can be rolled over into 2021 for travel next year. This will count for bookings of travel dates from 14 March 2020 onwards.
We do currently have a large backlog of amend and cancellation requests which are team are working their way through – we will contact customers in due course if any further action is required from them.
My holiday has been cancelled because of the lockdown, and you are actively discouraging non-essential travel. Why are you not offering full refunds for ferry travel?
As a lifeline service for the Isle of Wight it is our responsibility to ensure the safety of its residents by reinforcing the government message dissuading “non-essential” travel. In addition we are also doing everything we can to actively support Island businesses, encouraging our customers who are unable to travel during the Coronavirus situation to postpone their holiday or visit to a future date.
Under the current UK Government guidelines, we are still operating under our standard terms and conditions. Our practices are also in line with most major travel and transportation operators, and in many cases the options we are providing to customers at this time are even more flexible. Operating under those conditions we are doing everything we can for customers that wish to amend or cancel travel, by temporarily waiving amendment fees, introducing booking credits, and giving them the option to retain any cancellation fees towards future bookings.
We wish our customers to rest assured that they have many options to retain the full value of their booking and that we will continue to offer maximum flexibility for moving travel plans forward.
None of your suggested options are suitable for me and would cause me significant hardship, how can I escalate my claim?
We understand that under certain circumstances, where people have been advised to isolate for longer periods, have specific health needs, or have been significantly impacted financially, cancellations where there is no prospect of future travel are necessary. If you feel this applies to you, please email us at firstname.lastname@example.org with your original booking reference number, and include as much supporting information as possible.
We will review each request on a case by case basis and will respond within 28 days.
Please note: Our Customer Services team are currently receiving an overwhelming number of enquiries. If your travel date passes before you receive a response, this will not affect your options.