IT Systems Outage FAQ
We are currently experiencing issues with our IT systems, which are impacting some of our services. If you are having issues trying to make a booking, reviewing your account, or have questions related to your travel over the next few days, please review the below FAQs.
Your questions, answered
Is your online booking system working?
We have partially restored our online booking system functionality, and customers should now be able to book online. If you need to make a booking over the phone, you can also call our Contact Centre to book travel on 02380 019192 (opening hours Mon-Fri: 08:00-19:00 / Sat-Sun: 08:00-18:00).
The ability to pay using Red Funnel Rewards points or Travel Cards is currently still unavailable, but we hope to have this fixed soon.
Do I need to do anything different when I arrive to check-in?
Our NPR (number plate recognition) system is operational, but is not recognising all vehicles. In order for us to process you as quickly and efficiently as possible when you arrive, it’s really important you bring a copy of your e-ticket to show when checking in for your sailing. If you have access to a printer we highly recommend printing your e-ticket and bringing it with you to show to our check-in staff on arrival. If printing is not possible, we can also check you in by looking at a copy of your e-ticket on your mobile device or tablet.
To easily retrieve your e-ticket, search the inbox of the email you used to make your booking. Look for an email from “email@example.com” with the word “Confirmation” in the subject line. Your e-ticket will appear as a .PDF attachment to that email. As your check in experience may take a little longer than usual, we also encourage you to arrive a little earlier, ideally, 45-60 min ahead of your sailing time.
Can I still amend my booking?
We can make some booking amends, but currently in a limited capacity only. Any customers travelling in the next 72 hours who need to amend their sailing, please call us at 02380 019192 (opening hours Mon-Fri: 08:00-19:00 / Sat-Sun: 08:00-18:00) or email firstname.lastname@example.org and one of our team will assist you.
Please have your emailed e-ticket available when you call, along with details of the sailing times you wish to amend your booking to.
Why can't I login to my Customer Account, or I can login but it is not showing the latest information?
We are still experiencing issues with customer accounts. Some of these are currently unavailable, and others may not show the latest information. We are working hard to fix this and will be in touch with an update soon, but in the meantime if you need to book travel and discover your account is unavailable, please use our “Guest Checkout” option to make a booking.
I am trying to book using an offer or voucher code, but it isn't working?
We are working to restore all customer offers, vouchers and codes, however some may still be in the process of being setup and activated. If you are trying to place a booking using a code or voucher, but it isn't currently discounting the fare in your basket, please allow 48 hours before retrying.
Alternatively, if you need to make a booking for immediate travel, please call 02380 019192 (opening hours Mon-Fri: 08:00-19:00 / Sat-Sun: 08:00-18:00)and quote the offer you are trying to book, and one of our team will assist.
Why is my Travel Card or My Rewards Card balance showing incorrectly?
As part of the issues we are still experiencing with customer accounts, some Travel Card and My Rewards Card balances are not showing up to date information.
We are working hard to fix this, and will be in touch with an update soon. However, in the meantime if you need to make a booking with your Travel Card in the next 72 hours, please call us on 02380 019192 (opening hours Mon-Fri: 08:00-19:00 / Sat-Sun: 08:00-18:00) and one of our team will assist you.