What are your safety procedures?
Condor Ferries operate to the highest safety standards, as set down by the International Maritime Organisation and monitored by the regulatory authority in each country. We advise all passengers to be aware of the on board Assembly Stations and to listen carefully to all announcements by the crew. For your own safety and security some restrictions apply to the carriage of dangerous goods on our ships. Please see our Conditions of Carriage for more detailed information.
Why do I need a password, how do I change it and what happens if I have forgotten it?
To book online with Condor Ferries you will be required to provide a password so you can logon in the future. If you come back to book online or on the phone on another occasion we will be able to provide a more efficient booking process that doesn’t require repetition of your data entry..
To change your password please click on 'Your Account' and log in with your existing password where you will then be given the option to change your password.
If you have forgotten your password, click the 'Forgotten your password?' link when you are asked to login and follow the instructions. We will then send you the correct password to your previously nominated email address.
Can I buy standby tickets at the port?
Subject to seat and car deck availability Condor Ferries offers the opportunity to purchase standby tickets at port. A sales service is operated at check-in desk at all ports. Passengers intending to purchase standby tickets should be at the check-in no later than one hour before stated departure.
time.
Do I need travel insurance and breakdown cover?
We recommend you take out adequate insurance to provide protection against delays, loss or damage to personal effects, vehicles and other property as well as medical cover and vehicle breakdown insurance and personal travel cover for cancellation of journey for reasons beyond our control.
I need to change or cancel my booking. How can I do this? Is there a charge?
If you need to change or cancel your booking please contact us as soon as you can. If the journey is cancelled more than 30 days before sailing a full refund will be made less a £25 administration charge. If the cancelation is within 29 days of sailing a cancellation charge of 25% of the total fare paid will be levied.
If a passenger fails to cancel a booking or does not join the sailing as booked, a 100% charge on the value of that journey will be levied.
Unfortunately Condor Ferries can not offer a refund on day trip bookings.
If you need to make an amendment to your booking please contact our reservations department on 0845 609 1024. An amendment fee of £25 is payable for any changes to your booking which alters, date, time of travel or alters ticket value. Any difference in tariff will also be charged. Amendment fees are not applicable if you are a Frequent Traveller Club member.
What is my booking reference number?
Your booking reference number is the unique booking number that is given to you when you travel with Condor Ferries. It will appear on all Condor Ferries booking confirmations, invoices andboarding cards and helps us to maintain a high standard of Customer Service. You may be asked for this number when you travel so it is best to keep it to hand when travelling. If you have any questions about your Condor Ferries unique booking number, do give us a call on 0845 609 1024.
Do you charge for cancelling a booking?
If a cancellation is made more than 30 days from departure a full refund will be made less a £25 administration charge. If a cancellation is made within 29 days of departure date, a cancellation charge of 25% of the total fare paid will be levied. When passengers fail to cancel a reservation or do not join the sailing as booked, a 100% charge on the value of that journey will be levied.
Do I ever have to change vessel?
The majority of Condor Ferries crossings involve a short stop in either Jersey or Guernsey. A few services as indicated require a change of vessel in the Channel Islands. These are described as connecting services.
Weymouth to St. Malo summer crossings involve the use of connecting services. This means a simple change of vessel in either Jersey or Guernsey is required. Further details of the time spent in the Channel Islands between these connecting services will be displayed when the red READ ME button is clicked on the on-line booking form when choosing your preferred sailing.
Guernsey to St. Malo - There are many services available between Guernsey and St. Malo that are either direct or via Jersey. There are also some additional summer services where you can change ship in Jersey. Further details of the time spent in Jersey between these connecting services will be displayed when the red 'READ ME' button is clicked on the on-line booking form.
Can I sail if I have a medical condition or am pregnant?
Travel by sea in adverse weather conditions can be stressful and unpleasant. Passengers with known or suspected health problems, complicated pregnancies and passengers undergoing medical treatment are advised to seek medical advice before travelling. Passengers who are more than 28 weeks pregnant should not travel without a doctor’s certificate. Condor Ferries will not accept passengers for carriage more than 34 weeks pregnant.
Why do I have to give names of everyone travelling on my booking?
The European Passenger Registration Directive means that ferry companies cannot set sail until they have details of all passengers travelling on their vessels. We need name, age and gender for all passengers travelling on each leg of the journey. If you don’t know the exact age of the person travelling simply enter an age within the relevant age category. But we would prefer that you provide us with the exact age of the person travelling.
How can I pay for my booking?
We accept most major credit & debit cards and do not apply charges for customers using credit or debit cards when making bookings. Reservations must be paid in full at time of booking, whereupon Condor Ferries will issue a booking confirmation either by post or e-mail depending on the customer’s preference. All internet bookings will receive a booking confirmation by e-mail. Booking confirmations are an important document and are required to obtain tickets and boarding passes on the day of departure.
I am a student, do I get a discount?
Students that hold an NUS or ISIC card can enjoy a 15% discount on all fares (excluding accommodation and fuel) on production of a valid card at the port. This discount cannot be used in conjunction with any other discount i.e. Frequent Traveller discount and is not available to be booked on-line.
Do I have to pay a fuel surcharge?
All our prices are inclusive and we do not levy fuel surcharges unlike some airline operators.
Do you send out tickets?
You must carry your booking confirmation when you travel, This booking confirmation acts as your ticket. Print out this e-mail booking confirmation and show it at check-in on the day of travel with proof of identity to receive your ticket/boarding cards.
If you've booked over the phone, we will ask you for an e-mail address in order to send you an electronic booking confirmation. Print out this e-mail booking confirmation and show it at check-in on the day of travel with proof of identity to receive your ticket/boarding cards.
If you are unable to provide us with an e-mail address, we will post out your booking confirmation to the postal address supplied.
Do you allow unaccompanied children to travel?
At our discretion we will accept unaccompanied children between the ages of 14 and 15 travelling alone, however they must carry a letter of authority to travel from their parents or guardian and by prior arrangement the necessary documentation must be completed at the departure port before embarkation. Such child passengers must be escorted by the responsible parent or guardian to and from the ports. We are unable to carry children under the age of 14 years unless they are accompanied by an adult, parent or guardian.
Do I get compensation if my sailing is delayed or cancelled?
In the event of delays or cancellations caused by adverse weather conditions, or other factors outside of Condor Ferries' control, we do not offer any compensation. Customers should refer to their travel insurance policy for any claim entitlements. Customers can obtain a delayed travel declaration form at port on the day of travel, or apply in writing to the Condor Ferries' Customer Services at the address below.
In the event of technical problems with a service, Condor Ferries offers compensation for delays in departure in excess of 4 hours which are solely within the control of the Company and not compounded by other factors such as port tidal closures, port congestion or weather. Customers who experience a delay in excess of 4 hours are entitled to claim in writing to the Condor Ferries' Customer Service address below:
Customer Services
Condor Ferries Ltd,
Weymouth Quay,
Weymouth, Dorset
DT4 8DX
Can I travel with my pets?
We do allow pets to travel but they must comply with the Pets Travel Scheme (Opens in a new window)
There is more information about travelling with pets in our Plan your trip section
Why do customers with vehicles have to check in no later than an hour before departure?
Because many of our services call at more than one port, it is important that we have checked-in all vehicles booked to travel into the pre-boarding lanes before we commence embarkation. Late arrivals heading for certain destinations can disrupt the vehicle loading sequence of the vessel which in turn may delay the departure.
Why don't the cars get boarded in the order that they check-in?
Many of our services call at more than one port; therefore it is vital that we load the cars in a certain sequence to ensure that the disembarkation and embarkation at each subsequent port of call is as efficient as possible. The last thing we want to have to do is to ask any customer to return to the car deck to move his/her vehicle so that another customer can alight.
Do I need a valid passport to travel?
If you are travelling between the UK and the Channel Islands, then your passport is not needed. However, we recommend that you have a suitable proof of identity with you when you travel.
But don't forget you'll need a valid passport for travel to and from France.
Passengers travelling to and from St. Malo must ensure that their passport(s) is available for inspection and the correct and valid documentation is being carried. Visas are required by some non EEC nationals.
Is there car parking near to the terminal at the UK Ports?
Weymouth: There is a short stay pay and display car park close to the terminal. There is also a secure long stay car park, customers should report to Weymouth Port office on arrival.
Poole: There is a pay on return car park opposite the terminal
Portsmouth: Car parking is available near the terminal
More information on our terminals and the parking available can be found in our destination guides
I have lost an item of property after travelling with Condor, how do I claim this back?
After travelling with Condor Ferries, if you have lost an item of property, please contact our lost property department in writing at the following address: Condor Ferries Lost Property, New Jetty, White Rock, St. Peter Port, Guernsey GY1 2HR or telephone 01481 729666.
Where can I find facility and access information for disabled and mobility reduced passengers?
For more information on the facilities available and access information for disabled and mobility reduced passengers please visit here
Can I book a different number of passengers on the outbound / return journey online?
If you have a different number of passengers travelling on the outbound leg of your journey to the return, or vice versa your booking cannot be completed online. Please call our reservations team on 0845 609 1024 who will be happy to help you. Bookings with the same number of passengers travelling outward and return can be booked online.
Why are some prices different to others for the same route?
All tickets are subject to availability. As such, when certain sailings begin to fill, the prices of remaining tickets may increase as less space becomes available. By booking in advance, you can guarantee a lower price on your booking and a seat/cabin of your choice onboard.
What is the Frequent Traveller Club? What benefits do I get from joining?
The frequent traveller club is a great way for those who travel with Condor frequently to save money on bookings- our way of saying ‘thank you’ for travelling with us. With the Frequent Traveller Club you will get a 15%discount off bookings, as well as no charge for booking amendments and advance notice of special offers. There are many benefits to joining, which can be viewed here
Why do I have to give a mobile phone number or email address?
We use your mobile phone number so that we can advise you of any significant changes to your sailings by text message of phone call.
We use your email address in order to send your booking confirmation. You may also opt in to receive details of any upcoming special offers or useful information about future services. The majority of our customers have expressed a preference for receiving information via email or text messages to their mobile phone.
Of course, if you don't have access to email or have any special requests or will require assistance please call 0845 609 1024 when you have completed your booking.
Can I book a bicycle online? Is there any additional charge?
There is not normally a charge for checking in a bicycle providing you supply details when you book. This can be done, online, over the phone or at the port. For more information please see our ‘Plan your trip’ Section here
I am part of a large group. Can we make a group booking? Is there a discount?
We offer discounts for groups of 10 or more passengers, of up to 20% on all services. For more information visit travelling as a group section and send us the completed form to claim your group discount.
What do I need on the day I sail?
Before you leave for the port, ensure you have your confirmation and booking number, which will have been emailed to you. Please ensure all baggage is correctly labelled with your destination (labels are available at the port).
Before you leave, check if you will need your passport or any other form of identification. You will not need your passport when travelling between the UK and Channel Islands, but you will need a valid passport when travelling into Europe.
I want to use a satnav to reach the ferry port, what is the postcode?
If you are reaching our ports by Satnav, the postcodes for the ports are as follows:
Weymouth: Dt4 8DX
Poole: BH15 4AJ
Portsmouth: PO2 8SP
For directions to the ferry ports please see our destination guides
Do I need travel insurance and breakdown cover?
We recommend you take out adequate insurance to provide protection against delays, loss or damage to personal effects, vehicles and other property as well as medical cover and vehicle breakdown insurance and personal travel cover for cancellation of journey for reasons beyond our control. Please not that the European Health Card is not valid in the Channel Islands
Can I receive updates on the day of travel?
If, for some reason, we encounter a delay, we will send you a text message detailing any changes to the schedule, or you can call our team on 0845 609 1024. The website will also be updated daily on the homepage with any updates or changes.
As a foot passenger, when do I have to check in?
When travelling by foot, you will need to check in no later than 40 minutes before sailing commences. This is to ensure everybody can be processed along with their baggage so the vessel can sail on time.
I have some luggage as a foot passenger, is there anywhere I can store this?
Personal luggage used for social, domestic or private purposes may be carried by foot Passengers free of charge. Only Luggage that may reasonably be described as hand baggage may be carried by day trip Passengers and shall be carried at the sole discretion of the Company.
For more details please see our Terms and Conditions
What am I prohibited to take onboard?
Dangerous goods specified within the international Maritime Dangerous Goods Code or specified in any local laws or Condor Ferries' regulations may not be carried without prior written agreement of the company.
These include inflammables, firearms, ammunition, explosives, gases, flares or fireworks.
Is there duty free available? Is there a limit?
The on-board shop has a selection of duty free items including alcohol and spirits, cigarettes, confectionary, toys and games and fragrances. There are limits on what you are allowed to take which can be viewed here. These will also be shown on the back of your boarding card.
I may need Special Assistance onboard. Can you help?
For disabled or mobility reduced passengers information for special assistance can be found here. If you have any other enquiries or special assistance please contact our reservations team on 0845 609 1024.
I want to offer feedback on my experience, how can I go about this?
We always welcome feedback from our customers. If you would like to share anything about your experience please contact us either by email to customer.services@condorferries.co.uk or in writing to:
Customer Services
Condor Ferries Ltd,
Weymouth Quay,
Weymouth, Dorset,
DT4 8DX
Who can buy Duty Free goods onboard Condor Ferries?
If you are travelling on a Condor Ferries service which calls at one of the Channel Islands (regardless of your final destination) and are over the age of 17 you will be entitled to use your personal allowance to buy items for personal use without paying UK tax or Duty. This is because the Channel Islands are outside of the EU. Please bear in mind that local legislation at your port of arrival may differ regarding the permissible ages to purchase or consume alcohol or tobacco products.
What is Challenge 25 and what products does it apply to?
Challenge 25 is a policy used by many retailers who sell alcohol and tobacco products. If you are fortunate enough to look under the age of 25 you will be asked to provide photographic ID with a suitable proof of age when buying these products. This ID could include a driving licence, passport, identity card, proof of age card, student card.