Frequently Asked Questions

Before You Travel

Many of Condor Ferries sailings involve a short stop in either Jersey or Guernsey. A few services as indicated require a change of ship in the Channel Islands. These are described as connecting services. 

UK to France sailings involve the use of connecting services. This means a simple change of ferry in either Jersey or Guernsey is required. The sailing times will be displayed as part of your itinerary online with details of time spent in the Channel Islands between these connecting services.

Guernsey to St. Malo - There are many services available between Guernsey and St. Malo that are either direct or indirect via Jersey. There are also many additional services where you can change ship in Jersey with a short delay (between 1-6 hours). Further details of the time spent in Jersey between these connecting services will be displayed as part of your itinerary online. 

E-boarding cards will now be issued 24 hours before departure, detailing your allocated seat number to make your boarding process quicker and easier. There’s now no need to check in at our ticket offices if you print these off at home or show them on a mobile device as you pass through security and board. 

If you have booked via a tour operator, your e-boarding card will be issued to them.

If you do not have your e-boarding card for travel please arrive at the port with sufficient time to collect your boarding card from the check in desk within our minimum check in times. You will need your booking reference number.

If you've booked over the phone, we will ask you for an email address in order to send you an electronic booking confirmation and e-boarding card. Please ensure we hold an up to date email address on your booking. You can check your details online in our Manage My Account area.

If you are travelling between the UK and the Channel Islands, then you do not need your passport for travel. However, we recommend that you have a suitable proof of identity with you when you travel (e.g. driving licence or other photo ID)

But don't forget you'll need a valid passport OR National Identity Card for travel to and from France.

Passengers travelling to and from St. Malo must ensure that their passport(s) OR National Identity Card(s) is available for inspection and the correct and valid documentation is being carried. Visas are required by some non EEC nationals. If you are travelling to or from France, we ask that you complete your advance passenger information (API) at least 24 Hrs before your travel.  You can complete this here. If you have not supplied this information before you travel, we’re sorry but you won’t be able to travel.

Before you leave for the port, please ensure you have printed your e-boarding card which will have been emailed to you. If you do not have this, then please arrive with your booking reference number which will have been detailed on your confirmation Email. Please leave plenty of time to collect your e-boarding card and get onboard the ship. Please ensure all baggage is correctly labelled with your destination (labels are available at the port).

Before you leave the house, please 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 or Inter Island, but you will need a valid passport or National Identity Card when travelling to or from France. 

If you are travelling to or from France, we ask that you complete your advance passenger information (API) at least 24 Hrs before your travel.  You can complete this here. If you have not supplied this information before you travel, we’re sorry but you won’t be able to travel.

We recommend that 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, vehicle breakdown insurance and personal travel cover for cancellation of journeys for reasons beyond our control. 

Please note that the European Health Insurance Card (EHIC)  is not valid in the Channel Islands. 

If, for some reason, we encounter a delay, we will send you a text message and / or email detailing any changes to the schedule, alternatively you can call our team on 0845 609 1024. The sailing updates page on our website will also be updated daily with any additional information or changes. So that you can be certain we can get you the most up to date information please make sure we hold your current contact information. You can check your details online in our Manage My Account area. You can also follow us on Twitter.

Bookings, Amendments and Cancellations

Subject to seat and car deck availability Condor Ferries offers the opportunity to purchase last minute tickets at the port and at the fare quoted on the day. There is no reduction in fare for this service. A sales service is operated at check-in desk at all ports. Passengers intending to purchase last minute tickets should be at the check-in no later than one hour before stated departure time. There are no guarantees that space will be available but our teams will be able to advise you. 

You can make changes to your bookings online, at your local port or by phone. You can change the date of your sailing, add or remove passengers, upgrade your seats as well as change passenger names.

If you have not booked directly through Condor and have booked through a tour operator, please contact their relevant teams to update your booking.

Your booking can be updated online, up to 24 hours before departure, prior to your e-boarding cards being issued. After this point, you will need to make changes via our contact centre or your local port. To amend your booking visit Manage My Account and select the relevant booking reference, followed by the amend button which will appear underneath. You will then be able to amend the following parts of your journey:

  • Upgrade your seats
  • Amend your sailings
  • Change the passenger names
  • Add or remove passengers
  • Add or remove a vehicle
  • Amending your vehicle type.

Once you have made the changes to your booking, you will be charged the relevant fee as well as any increase in fares, and a new booking confirmation will be issued. Bookings are currently free to amend online up to seven days before departure. Unfortunately, bookings made before 2 February 2016 and those that include a connecting service are not able to be amended online. Please call our team on 0845 609 1024 where we will happy to apply the online amendment charges,

Amending your booking will be subject to our amendment fee policy in addition to any changes in fare:

 

28+ days

7+ days

Within 7 days

Online

FREE

FREE

£15

Ports & Reservations

£12.50

£20.00

£30

Your booking reference number is the unique booking number that is given to you when you book to travel with Condor Ferries. It will appear on all Condor Ferries booking confirmations, invoices and E- boarding 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 booking reference number, do give us a call on 0845 609 1024.

If you are unable to travel on your booking or one of the journeys, you can cancel online, at your local port or by phone.

If you have not booked directly through Condor and have booked through a tour operator, please contact their relevant teams to update your booking.

Unfortunately Condor Ferries cannot offer a refund on day trip bookings, therefore a 100% fee will apply.

Cancelling your booking will be subject to our cancellation fee policy:

28+ days

7+ days

Within 7 days

Within 48 hours

Within 24 hours

£15 Admin Fee

25%

50%

75%

100%

 

 

If a passenger fails to cancel a booking before the latest check in time or does not join the sailing as booked, a 100% charge of the value of that journey will be levied. In any event there is a minimum cancellation fee of £15.

The European Passenger Registration Directive means that ferry companies cannot set sail until they have details of all passengers travelling on their ships. We require full names and gender for all passengers travelling on each leg of the journey. If you are travelling to or from France, you will also need to provide the date of birth and nationality of all passengers on the booking and to make sure the name entered matches the details your passport exactly. It is your responsibility to ensure this information is accurate. You can check your details online in our Manage My Account area.

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, where Condor Ferries will then issue a booking confirmation by email. All internet bookings will receive a booking confirmation by email. Booking confirmations are an important document and are required to collect your boarding passes on the day of departure should you not receive an e-boarding card.

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.

We use your mobile phone number so that we can advise you of any significant changes to your sailings by text message or phone call. 

We use your email address in order to send your booking confirmation. You may also opt in or out 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.

You can check your details online in our Manage My Account area.

The 2016/17 schedule is currently live up to 10 January 2017. 

At the moment, our system is only showing that you can book Ocean Club seating on journeys from Guernsey to France as opposed to offering Ocean Traveller (standard) seating as an option too.

We are aware of this and are in the process of updating our system, so we do apologise for any inconvenience this causes you.

 

There are however two ways around this:

 

  • You can make your booking online, and book the Ocean Club seating. You can then call our Reservations Team on 0845 609 1024 who will amend your booking for free and refund you the additional cost.

OR

  • You can call our Reservations Team on 0845 609 1024 and they will create the booking for you.

If you have an online account, you can amend all your bookings online, including those made on the phone or in person can be amended online. However, tranships are not amendable online.

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You will always receive the best fares by booking online; a £4 charge will be made to all bookings made at your local port or via phone. This will apply to both foot and vehicle bookings including day trips. 

Customer Charter

Customers who experience a cancellation, delay in departure or delay in arrival may wish to claim on their travel insurance and can do so by downloading the Disrupted Service Claim Form. You can send this to your insurance company with your claim as proof you experienced a disruption or cancellation. 

Condor Ferries abides by the EU Passenger Regulations 1177/2010.  These regulations should not be considered as replacing the need for travel insurance.  If a ferry is delayed by more than 90 minutes  you will be offered a choice between a full refund  within seven working days (leaving you free to make your own travel arrangements) or an alternative sailing at the earliest opportunity at no additional cost.

Where there is an overnight delay and the cause is within our control, you may be entitled accommodation either onboard ship (cabins) or ashore up to a limit of 80 Euros per person per night.   We are entitled to ask you to return home overnight too.

In the event of delays or cancellations caused by adverse weather conditions that endanger the safe operation of the ship or the delay is caused by extraordinary circumstances which could not reasonably be avoided we do not offer any compensation. Customers should refer to their travel insurance policy for any claim entitlements.

You can find out more about the EU Regulation by visiting this page.

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, 
Condor House, 
Poole, Dorset, 
BH15 4AJ

The European Parliament and Council adopted EU Regulation 1177 / 2010 on 18 December 2012. The directive gives rights to ferry and cruise passengers when travelling by sea or inland waters. 

The regulation has been introduced to prevent discrimination and to offer assistance to disabled passengers and those with reduced mobility.

In case of cancellation or delay the regulation gives rights to passengers ensuring that a minimum degree of information is provided.  Condor Ferries acts in accordance with the requirements of this regulation and you can find more information on this here.

Disabled Facilities

For more information on the facilities available and access information for disabled and mobility reduced passengers please visit here

For passengers who have reduced mobility or a disability information for special assistance can be found here. If you have any other enquiries or special requirements then please contact our reservations team on 0845 609 1024. 

Frequent Traveller Club and Student Discount

Students who hold a NUS or ISIC card can enjoy a 15% discount on all fares (excluding accommodation) on producing 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 when booking online.

The Frequent Traveller Club is a great way for those who travel with Condor frequently to save money on bookings and is our way of saying ‘thank you’ for travelling with us. With the Frequent Traveller Club you can enjoy a 15% discount off bookings, advance notice of special offers. There are many benefits to joining, which can be viewed here

Group Travel

We offer discounts for groups of 10 or more passengers. This is typically 10% off the normal travel cost and does not apply to seat or cabin upgrades. For more information visit the travelling as a group section and send us the completed form to claim your group discount.  Please ask for a copy of our Youth Policy if travelling with children and young people.

Health and Safety

Condor Ferries operate to the highest safety standards, as set down by the International Maritime Organisation and monitored by the regulatory authorities for all our ports. We advise all passengers to be aware of the onboard Assembly Stations and to listen carefully to all announcements made 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. 

Lost Property

If you have mislaid an item after travelling with Condor Ferries, please contact our lost property department by emailing lost.property@condorferries.co.uk  or  in writing to the following address:

Condor Ferries Lost Property, New Jetty, White Rock, St. Peter Port, Guernsey GY1 2HR.

Condor Ferries supplies a chargeable left luggage facility at, Guernsey and Jersey Ports.

This facility is provided for Condor Passengers only, who have a valid booking for departure on the first date of storage and only during office hours.

For further information please call 0845 609 1024

Manage My Account

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 again this will make your booking quicker as it will minimise the amount of information you have to re enter.

To change your password please click on 'Manage my 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 details?' link once you have entered your email address. We will then send you a link to your previously nominated email address.

Medical Conditions and Pregnancy

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 will not be accepted for travel without a doctor's certificate. Passengers who check with their doctor and do not have permission are liable to be denied boarding and will not be eligible for a refund. Condor Ferries will not accept passengers for carriage more than 34 weeks pregnant. For more information please see our terms and conditions. 

Onboard Condor Ferries

Dangerous goods specified within the IMDG (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 (e.g. fuel), firearms, ammunition, explosives, gases (including camping gas), flares or fireworks. Passengers intending to travel with any of these items MUST declare them in advance of travel, and at check-in. Failure to do so may result in refusal to travel or penalty by the local authorities (fines or imprisonment). Items approved for carriage by the company will be placed in our care during the voyage and returned upon arrival.

The onboard 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 limits will also be shown on the back of your boarding card.

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.

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.

You may only carry equipment such as firearms or other items which could be used as offensive weapons provided you are fully licensed and can fulfil all legal requirements. It is your responsibility to ensure that you meet all of the legal requirements for the possession and transport of any firearms or ammunition.

 Please ensure that you check all of the legalities referring to the transportation of arms/ammunition because the laws in France, Jersey & Guernsey differ to those in the UK. This includes but is not limited to Firearms and/or Ammunition, Swords, Knives or Blades (including Chef’s Knives).

You can take ammunition, but this must be kept to a maximum of 200 rounds of ammunition (which MUST be less than 0.5 “(12.7mm) calibre) and stored in separate locked carrying cases within the vehicle. If you are a foot passenger you must surrender your weapon(s) and ammunition but may keep the key for the lockable carry cases.

You must declare this at the time of booking by phoning our call centre or local port at least 24 hours before you intend to travel. Once you have informed us of all the details, we must pass the information onto the authorities at the ports to avoid any problems for you when you travel.

All vehicles are subject to searching at both ports and this will avoid any misunderstanding. However, you should still advise the check in operator that you are carrying such. The weapons(s) must remain inside the vehicle. Any weapon must also be obscured from view or under a cover. Once onboard, the ships loading officer will ask you to surrender your car keys for the duration of the crossing. The vehicle must remain locked. On arrival, the keys will be given back to you.

Passengers travelling on foot will have the items removed from them and returned upon arrival. Even if your gun is only for display, the requirements are exactly the same.

There is a Bureau de Change onboard Condor Rapide - the ship that usually operates between the Channel Islands and France.

Pricing

Condor Ferries does not charge passengers a fuel surcharge. 

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 will be offered our lowest prices on your booking and a seat/cabin of your choice onboard. Subject to availability.

Travelling as a Foot Passenger or with a Bicycle

There is not normally a charge for checking in a bicycle providing you supply details when you book. Numbers of bicycles per crossing are strictly limited  and if you arrive with a bicycle without a booking you may be asked to leave your bike behind.  You can book your bicycle online, over the phone or at the port. For more information please see our ‘Plan your trip’ Section here

When travelling on foot, you will need to check in no later than 40 minutes before the scheduled departure time shown on your booking confirmation. . This is to ensure everybody can check in and board and the ship can sail on time. By printing your e-boarding card at home, there’s now no need to check in at our ticket offices, you can board at the security gates making the process quicker and more efficient. Nonetheless please respect the check in times shown on your booking confirmation.

Once all booked passengers are checked in and have boarded, check in will close and the ship can depart up to 20 minutes earlier than the scheduled departure time. Check-in will close 30 minutes prior to departure. Passengers who miss the check-in cut off will not be entitled to a refund but may be able to book on the next available sailing, subject to availability and after paying the relevant fare in full.  

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 and that is less than 25kg may be carried by day trip Passengers and shall be carried at the sole discretion of the Company.

All single items of portable Luggage larger than a handbag/small backpack (e.g. rucksacks, suitcases - hold luggage) should be checked in and bags checked in should be no more than 25kg per bag.  All personal accompanied luggage will be weighed at Check in, and anything weighing more than 20 kilograms should be labelled as heavy and anything over 25kg will be refused.

For more details please see our Terms and Conditions

Travelling with a vehicle

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.

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 ship which in turn may delay the departure. Once all booked passengers are checked in and have boarded, check in will close and the sailing will depart, and on occasions up to 20 minutes earlier than the scheduled departure time. If passengers have not checked-in for the scheduled departure, check-in will close 30 minutes prior to departure. Passengers who miss the check-in cut off will be transferred to the next available sailing, subject to availability and in line with Condor Ferries Terms and Conditions. 

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.

Poole: There is a pay on return car park opposite the terminal. You can pay with cash and card.

Portsmouth: Car parking is available near the terminal

More information on our terminals and the parking available can be found in our destination guides

If you are reaching our ports by Satnav, the postcodes for the ports are as follows:

Poole: BH15 4AJ

Portsmouth: PO2 8SP

Jersey: JE2 3NW

Guernsey: GY1 2LL

St Malo:  35400 

For directions to the ferry ports please see our destination guides

Taking your caravan to Jersey

Condor Ferries can book your caravan travel direct to Jersey, and upon doing so will advise you that an entry permit is required. Please contact States of Jersey Tourism 01534 448800 or make your reservations through one of the following campsites and they will supply you with an entry permit. Beuvelandes, Rozel Camping Park and Daisy Cottage.

Taking your Caravan to Guernsey

At present, Motorhomes travelling from the UK or France will need to plan ahead when going to Guernsey. Motorhome owners will need to pre-arrange a permit which can be acquired and organised by campsites on the Island. Unfortunately, Condor Ferries is unable to provide you with a permit, however if you get in touch with one of the Guernsey Campsites listed below they will be able to supply you with an entry permit. Please contact La Bailloterie Camping, Vaugrat Campsite or Fauxguet Valley Campsite and they will supply you with an entry permit.

Taking your Caravan to France

At present, caravans and motorhomes are not permitted on our fast ferry connecting services from the UK to St Malo and vice versa. Caravans and motorhomes are permitted on the conventional ferry Sunday service from Portsmouth to Cherbourg between 29th May 2016 – 4th September 2016, subject to weight and size restrictions. Travel with a caravan to Cherbourg can be booked online by selecting your combination from the vehicle drop down menu on the booking panel. The dimensions should reflect your full combination length and height. Motorhomes should be booked online, using the designated vehicle type from the drop down menu. Alternatively please call our reservations team on 0845 609 1024.

Travelling with Pets

We do allow pets to travel but they must comply with the Pets Travel Scheme 

There is more information about travelling with pets in our Plan your trip section

Unaccompanied Children

Condor Ferries do not accept unaccompanied minors under the age of 16 years for travel on any of its services. Persons aged 16 or 17 may travel unaccompanied on the basis that their parent or guardian is aware that there is no specific service provided, and that their parent / guardian deems the minor capable of independent travel. French residents seeking travel will require written approval as required under French Law. A 16 – 18 year old may accompany up to two others below the age of 16, on the same basis and at the absolute discretion of Condor Ferries as to the safety of same. No persons under the age of 18 will be accepted for travel on overnight services such as those provided on Commodore Clipper unless accompanied by an adult 18 and over. Groups of 16 & 17 year olds will not be accepted without an accompanying adult (1 adult to every 10 young people).

Advanced Passenger Information

As part of a European Union directive (Directive 2010/65/EU) we are required to collect the full name, date of birth and nationality of every passenger travelling to or from France in order for the authorities to undertake entry and exit checks. This is called Advance Passenger Information – or API.

To speed up your journey through our ports, you should supply this information to us online before you travel. If you don’t give us these details in advance, you will be stopped at boarding and asked to add your API to your booking before continuing on your journey. API information can be added online through Manage My Account at any time once you have booked. 

These changes do not apply to travel to or from the Channel Islands and the UK or inter island travel.

Giving us your full name, date of birth and nationality (or Advance PassengerInformation - API) is a requirement of EU Directive 2010/65/EU. If you do not give usthese details before you travel, we will ask you to provide your API before departure. Please make sure you allow enough time to do this as boarding gates will close 30 minutes before departure and the ship will not wait. If this information is not completed before the boarding gates close, you will not be allowed to travel and you will be charged a 100% cancellation fee.

These changes do not apply to travel to or from the Channel Islands and the UK orinter island travel.

E-boarding cards will be sent 24 hours before departure to the email address you entered on your booking – please make sure that it’s accurate and up to date. To get the e-boarding card, your booking must be fully paid for and all mandatory information completed. Remember from time to time, our emails may be filtered into your spam folder by mistake so please check there if in doubt.

Along with your e-boarding card, you will receive an overview of your booking confirmation. Please ensure that you print all pages of your PDF as you will need all the individual boarding cards with their QR code to check in.

E-boarding cards will be sent approximately 24 hours before departure to the email address you entered on the booking.

E-boarding cards can be downloaded and scanned from a mobile device. Alternatively if you do not have access to a printer, you can check-in as normal at the check-in desk however please allow plenty of time for this. Boarding gates will close 30 minutes before departure.

E-boarding cards can be downloaded and scanned from a mobile device but - we must warn you – it may be difficult for our scanners to read the QR codes, depending on the clarity of the phone screen, the brightness and the make, model of the device.

We have invested in new boarding card printers. They are more modern and faster allowing us to make the boarding process quicker and more efficient for our passengers.

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