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:

1. Free Amendments

Amend your current booking to a future date, with no amendment fee. This can be any date in the future and can be changed again free of charge, at your convenience. Fare differences will apply where applicable.

If you know the date(s) you would like to amend your booking to, enter them into the provided fields in the form below. One of our agents will transfer your booking over to the new dates, at the same or similar time(s) to your original booking (subject to availability), and issue you a new e-ticket via email. If there are any fare differences, one of our agents will contact you.

 

2. Booking Credit

Put your booking on hold with a credit. You will then have until 31 December 2020 to decide what to do with your credit. You can either choose to put it towards a future booking, which can be for travel in 2021, or if you’d prefer you can cancel it. Any cancellations will be subject to our standard T&C’s.

If you have already put a booking on hold, and would like to rebook using your credit, please go to our page for using your booking credit.

 

3. Cancellation

If you’d prefer to simply cancel your booking you can. Any cancellations are subject to our standard T&C’s, which include a cancellation fee of 50% for Saver Ticket bookings, or 25% for Flexi Tickets*. However, we are temporarily granting customers the option to retain any cancellation fees as a credit towards a future booking, which can be rolled over for travel in 2021. 

For example: If you cancel a Saver Ticket booking, you will receive a refund of 50% of your booking balance as normal, and the remaining 50% (cancellation fee) will be credited, to use towards a future booking of your choice (as per option 2).

This temporary change to our cancellation policy was brought in very recently as a response to the growing uncertainty. If you contacted us on or after 14 March 2020, and were informed your cancellation would be subject to the standard cancellation fee, you may be due a credit as detailed above. We will be contacting those affected customers soon to correct this, but ask for their patience and understanding as our agents are currently very busy.

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 holidays@redfunnel.co.uk in the first instance.

*Standard Cancellation fees refer to bookings cancelled at least 24 hours prior to departure

Amendment / Cancellation Form

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 customerservices@redfunnel.co.uk 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.