PLAN YOUR TRIP
Our customer support team have used their knowledge to put together a list of answers to your most frequently asked questions. If your question is not answered below, then please get in touch!
Many of Condor Ferries sailings involve a short stop in either Jersey or Guernsey. Some services may 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 connecting time (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 be issued the day before 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.
We require all our passengers due to travel on a domestic sailing (inter-island and between the UK, Guernsey and Jersey) to carry a form of photographic identification. Unfortunately, without an accepted form of photo ID to show at check-in you won’t be permitted to board. Children under the age of 16 can travel on domestic services without photo ID provided the accompanying adult can vouch for their identification.
Accepted travel documents include:
• A valid passport (i.e. in date)
• An expired passport (domestic sailings only, up to two years after expiry)
• Valid EU or Swiss national identity card
• Valid driving licence (full or Provisional are accepted)
• Valid armed forces identity card
• Valid police warrant card/badge
• A child on parent’ s passport is an acceptable form of ID
• Citizen Card or Civilian Card, available from www.citizencard.com/
• Valid firearm certificate
• Valid government-issued identity card
• NHS SMART card
• Electoral identity card
• NUS card (National Union of Students)
• University/college ID card
• Council issued bus pass
• Young Scot card
• Disabled badges which have a photograph of the holder
• Certificate of Competency issued by the government (domestic routes only, must be photographic)
• VALIDATE UK PASS photographic proof of age cards
• CPP Guernsey ID card
• Guernsey 18+ card
Please note that digital copies of your photo ID are not acceptable. Please also note that all photo ID must be legible and undamaged, otherwise you will not be able to travel.
Passengers due to travel on international sailings to and from St Malo must ensure their passport or National Identity Card is available for inspection. The travel document must be valid (in date). Visas are required by some non-EEC nationals. If you are travelling to or from St Malo, we ask that you complete your advance passenger information (API) at least 24 hours before you travel. You can complete this here.
If you have not supplied your API before you travel, you risk being refused 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. You can find labels at check-in.
Before you leave the house, please ensure you have the correct travel document with you. From 1st March 2019, we will require all our passengers due to travel on a domestic sailing (inter-island and between the UK, Guernsey and Jersey) to carry a form of photographic identification. Unfortunately, without an accepted form of photo ID to show at check-in you won’t be permitted to board.
Accepted travel documents include:
Please note that all photo ID must be legible and undamaged, otherwise you will not be able to travel.
Travel to and from St Malo requires a valid passport or National Identity Card. Please make sure you complete your advance passenger information (API) at least 24 hours before you travel. You can complete this here. If you have not supplied your API before you travel, you risk being refused 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. 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.
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.
At the beginning of 2017, the French government brought in a new scheme to categorise vehicles according to how polluting they are to the environment using a system of colour-coded stickers.
The scheme now operates in more than 27 environmental zones across France, including Paris, Grenoble, Lyon and Rennes.
Foreign vehicles must adhere to the scheme so, if you plan to travel in these cities, you will need to order the correct sticker for your vehicle in advance.
You will find more information about the scheme and how to get a sticker for your vehicle at www.crit-air.fr/en.html
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 Passenger Information - API) is a requirement of EU Directive 2010/65/EU. If you do not give us these 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 40 minutes before departure if you are a foot passenger and one hour prior to departure if travelling by Car, 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 or inter island travel.
E-boarding cards will be sent the day prior to 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.
If you do not receive your e-boarding card, head to the check in desk on arrival to the port where your boarding pass will be printed for you.
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 40 minutes before departure if you are travelling on foot, and one hour before if travelling in a car.
Please note amendment fees are waived until 30 April 2020 for all bookings.
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 booked via a tour operator or travel agent, you will need to contact them to make any amendments to your booking.
Your booking can be updated online, up to 24 hours before departure, prior to your e-boarding cards being issued. If you are unable to amend your booking online, please call our Contact Centre on 0345 609 1026, or alternatively, you can visit or call your local port.. To amend your booking visit Manage My Account and select the relevant booking reference, followed by the modify button which will appear underneath. You will then be able to amend the following parts of your journey:
Please note that if you wish you upgrade your seating, there will be no amendment fee applied.
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.
Please note that you cannot make amendments online if have already travelled on the outward leg of the journey.
Amending your booking will be subject to our amendment fee policy in addition to any changes in fare:
>28 days before departure
7-27 days before departure
Within 7 days
Ports & Contact Centre
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.
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 (except for American Express and Electron) 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 an odd amount of passengers wish to be booked to travel, you will need to book 2x one way journeys. However, you can call our Contact Centre to book on 0345 609 1026 where a £4 booking fee will be applied.
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 0345 609 1026 when you have completed your booking.
You can check your details online in our Manage My Account.
You can upgrade your seats at time of booking, or in the port and onboard. We recommend booking in advance to avoid disappointment and to ensure you travel in your preferred seating category. Please note that those travelling with children must book them in the same seating class as the rest of the party travelling, children mustn’t be left unaccompanied. Both adults and children travelling will require to pay for their seating upgrade.
We recommend our customers to change their bookings to an alternate date. We have waived all amendment fees so you will only need to pay any difference in fare should you choose a more expensive sailing. If you’d like to amend your booking we’d suggest you do this via live chat here.
At the current time and in view of the coronavirus crisis, we are offering any customer who wants to cancel their booking or who has had their booking cancelled a 100% refund through a gift voucher, which we can issue right away for you and we will not charge you any cancellation fee. The quickest way to do this is on our website, through this form, please click here – “Future Travel Voucher Application”
Your voucher will be valid for a period of 18 months and you can redeem it any time online or through our ports or contact centre.
If that is something you are not happy with, please email Customer Relations who will then review your email and let you know what action we can take based on your original booking. Please bear with us, however, as it may take some time to respond, given the extenuating circumstances at the moment.
We understand this is a difficult situation, but we would like you thank you for your support in these difficult times.
Please note that 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.
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.
Students who hold a college, University, NUS or ISIC card can enjoy a 15% discount on all standard fares (excluding accommodation, day trip fares) 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. This discount only applies to the student travelling and not to the entire party travelling with the student.
The following criteria applies:
Officially produced student card (EG laminated or a plastic card)
Valid on the date of travel
Showing that the passenger is in full time education
A letter from the learning institution confirming student status
Please note that student discount only applies to the individual travelling and no one else in their party/booking.
Passengers who are more than 28 weeks pregnant will not be accepted for travel without a doctor's certificate. Passengers who 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.
It's important to renew your membership before it expires. You can renew by emailing firstname.lastname@example.org, by calling our Contact Centre on 0345 609 1024 or by visiting your nearest port. Please note that if your membership expires and you wish to re-join the Frequent Traveller Club, you will be a charged a one-off joining administration fee of £15 on top of your annual membership.
For more information on the Frequent Traveller Club, including annual membership fees and how to join, click here.