FAQs

Bookings, Amendments and Cancellations

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.

I need to change my booking. How can I do this? Is there a charge?

If you need to make an amendment to your booking please contact our reservations department on 0845 609 1024 as soon as possible. An amendment fee of £12.50 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.

I need to cancel my booking. Do you charge for cancelling a booking?

If you need to 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 of the cancelled journey or part of the journey  will be made less a £15 administration charge per booking.  If the cancelation is within 29 days of sailing a cancellation charge of 25% of the total fare paid will be levied. Bookings cancelled within 13 days of sailing will be charged 50% of the total fare paid with 75% charged for bookings cancelled  within 48 hours.  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 on the value of that journey will be levied. Unfortunately Condor Ferries cannot offer a refund on day trip bookings. In any event there is a minimum cancellation fee of £15.

 

Day trip fares are not eligible for cancellation with a refund in full or part so therefore attract a 100% fee.

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.

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 do I have to give a mobile phone number and / 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.

Terms and Conditions for 'Share Your Reasons' Facebook Competition

Subject to availability. 'Share your reasons' Facebook competition runs from 28 May 2014 to 4 June 2014. Shared reasons may be used in future marketing material. The chosen winner of the competition must book by 31 July 2014 and travel by 28 November 2014. High season travel dates will be exluded. Prize is a return journey to either the UK or St Malo for 2 adults, 2 children and a car.  


Pricing

Do I have to pay a fuel surcharge?

All our prices are inclusive and we do not levy fuel surcharges unlike some airline operators.

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.


Condorferries.com

What is a cookie?

A cookie is a small text file that our site may send to your hard drive when you are logged on to condorferries.com. Cookies are used to help improve the online experience and to track the number of visits to the site. For more information on cookies or to "Opt-out" please visit the following page www.condorferries.co.uk/privacy-policy.aspx#cookies 

Do I save more when I book online?

Yes customers who book a return crossing with their car for themselves online can save up to an extra £5!  You save £2.50 for each car journey you book, which means a return crossing will save you an extra £5 than if you had booked by phone.  If you only book a one way trip with your car you will still save £2.50 off the usual fare.   Bookings made at any of Condor Ferries port locations or by phone are not entitled to the online discount.  Frequent Traveller Club discount is deducted after the online discount, which means you save even more!  The online discount does not apply to foot passengers, towed vehicles (including trailers and caravans), tour operator packages or freight rates.


Manage My Account

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 'I've forgotten my 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.


Before You Travel

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.

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 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.

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.

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.


Travelling with a Vehicle

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.

Is there car parking near to the terminal at the UK Ports?

Weymouth: There is a public long stay car park further information can be found at www.phoneandpay.co.uk and https://www.dorsetforyou.com/travel-dorset/roads-and-driving/parking/car-parks-in-dorset/pavilion-weymouth 

 

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

Can I book caravans and motorhomes online?

Taking your Caravan to Jersey

Condor Ferries cannot book your caravan travel direct to Jersey as an entry permit is required. Please make your reservations through the campsite and they will supply you with an entry permit.

Taking your Caravan to Guernsey

At present, caravans travelling from the UK or Europe are not allowed in Guernsey. Motorhome owners are able to travel to Guernsey, however Condor Ferries cannot book the travel direct to Guernsey as an entry permit is required. Please make your reservation through the Vaugrat Campsite or Fauxquet 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 from 26 May to 1 September 2013, subject to weight and size restrictions. Travel with a caravan to Cherbourg can be booked online by selecting your vehicle type and selecting caravan from the trailer drop down menu on the quote and book. 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 as a Foot Passenger or with a Bicycle

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

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


Travelling with Pets

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


Group Travel

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.


Disabled Facilities

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

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.


Onboard Condor Ferries

What am I prohibited to take onboard?

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, firearms, ammunition, explosives, gases, flares or fireworks. Guests 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). Item’s approved for carriage by the company will be placed in our care during the voyage and returned upon arrival.

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.

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.

Can I take my shotgun, rifle or weapon with me?

Yes, you may carry equipment such as firearms or other itmes which could be used as offensive weapons provided you are fully licensed and can fulfil all legal requirements. These include but are 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 minimum and wherever possible, stored separately from any weapon, e.g. in another compartment. 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 to other interested parties. 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, under a cover or inside a container. 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. Guests 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.

Is there a bureau de change available onboard?

Onboard all our fast ferries there is a Bureau de Change offering competitive rates of exchange.


Frequent Traveller Club and Student Discounts

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.

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


Customer Charter

Do I get compensation if my sailing is delayed or cancelled?

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.

 

Condor Ferries act in accordance with the requirements of EU Regulation 1177/2010. If your sailing is cancelled, delayed in departure or delayed in arrival within reasonable notice, you will be entitled to the compensation levels set out within the EU Directive 1177/2010.

 

Customers who experience a cancellation, delay in departure or delay in arrival due and wish to claim can do so here

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

What is the purpose of EU Regulation 1177/2010 and how does it affect me as a passenger?

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.


Lost Property

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.

Is there a left luggage facility at the port?

Condor Ferries supplies a chargeable left luggage facility at Weymouth, 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


Health and Safety

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.


Medical Conditions and Pregnancy

Can I sail if I have a medical condition?

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.

Can I sail if I am pregnant?

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 terms and conditions. 


Unaccompanied Children

Do you allow unaccompanied children to travel?

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 services 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 (10 or more people).