Ferry Service Disruption

We have created this user-friendly guide to explain your rights and options in the event your scheduled sailing to and from the Isle of Wight is delayed or cancelled. Through this guide you will find your travel options for delays over 90 minutes, a link to the legislation concerning your rights, information on compensation and an online form to complete if you need to make a claim.

Safely getting you to and from the Isle of Wight is our job, and it’s something we take very seriously. Rain or shine we strive to keep you sailing around the clock, 365 days a year, and we do our very best to get you to your destination port, safely - and on time.

Unfortunately, due to the nature of ferry travel, delays can occur. These delays are often rooted in doing whatever needs to be done to ensure your safety and that of your fellow passengers and our crew. No matter what the reason, when delays occur, we’re deeply sorry for the disruption to your travel plans.

Be aware of your travel rights

Please note that your rights are outlined and protected via Regulation (EU) 1177/210 concerning the rights of passengers when travelling by sea and inland waterways (incorporated into domestic UK law by section 3 of the European Union Withdrawal Act 2018).

If you’d like to see the full text from this legislation, click here. Otherwise, we hope this guide summarises the most relevant information for quick and easy reference. 

Your travel options: Delays over 90 minutes

If your sailing has been delayed by more than 90 minutes, you can choose to:

  • Wait, and travel on the next available sailing.
  • Re-book and travel within the next 7 days - at no additional charge.
  • Cancel your booking and recieve a full refund.

Refreshments on us!


No matter what the reason, if your scheduled crossing is late and you have been waiting:

  • 90 minutes: We’ll offer you a drink. This is typically, a hot drink or a bottle of water.
  • 4 hours: We’ll offer you a light snack. This would be something like your average ‘meal deal’ (i.e. a sandwich or wrap, crisps or fruit and a beverage).
  • 8 hours: We’ll offer you a hot meal. This is subject to availability, and we’ll do our best to ofer you as substantial meal as possible.


Food and beverage may vary and is subject to availability and accessibility. We will always do our best to offer you what we can, and if we’re unable to make good, we will offer you a voucher for future use.

During disruption, our staff will be doing their very best to attend to passengers and may be focused on operational duties necessary to get us sailing again. If you haven’t been offered the refreshments you’re entitled to, please talk to a member of staff and let them know you haven’t been assisted yet, (we appreciate your help here).

Accommodation Support


If a cancellation or delay means that you would miss the last sailing of the day and it's reasonable that you would need to stay the night before getting back on the ferry at a reasonable time in the morning (or thereafter), we will cover the cost of your paid accommodation at a rate of £70 per passenger per night for up to 3 nights.

Frequently Asked Questions

 

Compensation and Refunds

In the event that your sailing is delayed, you may be entitled to a refund against the cost of the affected ‘leg’ of your travel. Compensation can only be offered to customers booked on specific sailing times and does not apply to Red Jet foot passenger travel as these tickets are not booked for specific times and are open-ended travel.

If your scheduled crossing time departs:

  • 60-120 minutes late: You can claim back a 25% refund on what you paid for that sailing/leg.
  • Over 120 minutes late: You can claim back a 50% refund on what you paid for that sailing/leg.


However, please note there are some exemptions to where refunds can't be offered:
If your sailing has been cancelled or delayed due to adverse weather and/or sea conditions including but not limited to fog, heavy winds, adverse tidal conditions, large swells, snow or anything outside of Red Funnel’s control which could affect the safe operation of the vessel, then no compensation will be granted.

Additional examples of events outside of Red Funnel’s control whereby compensation/ refunds would not be offered, includes but not limited to medical emergencies (including on board or attending to a distress/call situation), broken down vehicle, obstruction to the vessels infrastructure or interior caused by a third party, regulatory inspections, harbour movements (heavy traffic on the Solent) or road traffic incidents outside the terminal.

Make a Claim

Our friendly Customer Services team works hard to process claims and resolve them for our customers. If you’re unsure if you are entitled to a claim, if you have questions, or if you’re unhappy with our service, we want to hear from you and do our best to make it right. Contact us at customerservices@redfunnel.co.uk. We endeavor to respond to all queries within 5 business days or less. The actual processing of monetary claims takes a little longer and but will be processed in 30 days or less from the point that your claim is submitted.

If you’ve been in touch to make a claim and we have declined to approve it, you’re always welcome to get back in touch with us and challenge us to have a second look. If after challenging your claim we’ve still not approved it, but you disagree with us, please note that you can get in touch with ABTA at consumer.affairs@abta.co.uk ABTA is the Voluntary Complaint Handling Body who has been appointed by the Department for Transport to investigate and resolve complaints relating to delays and cancellations under The Merchant Shipping (Passengers’ Rights) (Amendment etc.) (EU Exit) Regulations 2019.

Stay in the Loop

One of the best ways to avoid the hassles of disruption is to stay in touch with us as much as possible and sign up for alerts. This includes letting us know your mobile number (at the time of booking) so we can text you if we have advance notice of disruption to your journey.

  • If you're booking online, be sure to fill in the driver's mobile number
  • If we're assisting you with your booking over the phone, make sure we take your mobile number from you.

You can also check our Live Service Status, prior to your arrival at the terminal.
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