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 or if you’d prefer you can cancel it. Any cancellations will be subject to our standard T&C’s.
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 72 hours, please call 0844 844 9988** or 02380 019192 for any amendments / cancellations.
If your travel date(s) are 72 hours or more ahead, please complete the form below, and one of our agents will be in touch. We will 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.
*Standard Cancellation fees refer to bookings cancelled at least 24 hours prior to departure
**Please note: Calls to this number cost 7p per minute plus your phone company’s access charge