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!
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.
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 one hour prior to departure for those travelling in a Car and 40 minutes for those travelling on foot. 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.
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 on our port pages.
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.
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 port pages.
At present, caravans and motorhomes are not permitted on our fast ferry connecting services from the UK to St Malo and vice versa. For booking Extra High Motorhomes these can be made by calling our Contact Centre on 0345 6091024. Extra-High Motorhomes of over 3m cannot be booked online. We can accommodate this vehicle type but space can be limited, reservations can only be made through the Contact Centre on 0345 609 1024 or at your local Port.
Transporting your pets on our Domestic Routes, which is between UK and Channel Islands in your car, has no charge. There is an additional charge for transporting your pet, if you are travelling on Foot. You must book all Pets in advance online or through our Contact Centre. Transporting pets on our international Routes, which is between France and the Channel Islands, must comply with the PET Travel Scheme and carries additional charge. Transportation of pets while travelling on foot on our international route is not permitted.
Read full guidelines for taking your pet on board here.
While we are typically unable to allow pets in the passenger lounges, recognised assistance dogs are carried free of charge on all of our ferries, and are permitted to travel in the passenger lounges and public areas. They must be on a lead or harness.
The following assistance animals will be accepted for travel in the passenger lounges;
Guides dogs for hearing and blind
Medical Alert dogs - specially trained to sense a medical episode such as;
Emotional support animals will only be allowed access if they have a Doctor’s letter to state that the passenger needs to travel with the pet for their own safety. In all the above cases these animals must be declared at the booking stage
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 ‘Help & Advice’ 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 40 minutes prior to departure for foot passengers, and one hour prior to departure for those travelling in a Car. 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, for example a small handbag or small backpack 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 weigh no more than 25kg per bag. All personal accompanied luggage will be weighed at Check in, and anything weighing between 20 and 25 kilograms should be labelled as heavy. Any additional baggage with be charged at £30 per item.
Carry on bags must fit within the following dimensions: H56cm x W45cm x D25cm. Any bag exceeding H56cm x W45cm x D25cm will need to be checked in and placed in the hold.
Please note: For your own safety and comfort, on busy sailings all bags are required to be checked in. Only small handbags and small rucksacks will be allowed in seating areas.
For more details please see our Terms and Conditions.
We have a dedicated Group Travel Team who will be delighted to help you with your booking. You can complete a registration form here and the Groups Team will be in touch with you. We offer discounts for groups of 10 or more passengers. This is typically 10% off Standard Fares, including seating or cabin upgrades. Bookings for groups of persons (being 10 or more people) aged 16 and/or 17 will not be permitted without an accompanying responsible adult travelling at the same time.
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. Group Bookings require a 10% or £100.00 deposit whichever is greater upon confirming the booking and must be paid in full a minimum 30 days before date of travel.
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 one year and you can redeem it anytime 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.
You can make changes to your bookings with our Groups Team by calling 0345 609 1026 or email: Group.email@example.com. You can change the date of your sailing, add or remove passengers, upgrade your seats as well as change passenger names.
Your booking can be updated up to 24 hours before departure, prior to your e-boarding cards being issued.
Yes. Amendment fees are applicable in addition to any difference in the fare. Amendment fees apply per amendment per booking. Amendment fees are shown below
>30 days before departure
7-29 days before departure
0-6 days before departure
Condor Ferries do not accept unaccompanied minors under the age of 16 years for travel on any of its services. Minors aged 16 or 17 may travel unaccompanied on the basis that their parent or guardian provide their written consent for the minor to travel at the time of booking. They should also be 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).
What equipment do I need to access the Wi-Fi network?
Any Wi-Fi enabled device such as a smart phone, laptop or tablet.
How do I access the Wi-Fi network?
Switch on your device and open 'Settings'
Use 'Wi-Fi' to select the network Condor_WiFi_Public
Open the internet browser and you will be redirected to the internet access portal; if not then type the following url into your browser http://login
A login/register screen will appear. Follow the instructions and enter your Wi-Fi activation and agree to the terms and conditions to continue
Do I have to register?
Can I roam on the Condor Public Wi-Fi network?
Yes. Roaming is available on wireless network only on the main deck.
Can I send and receive large files?
We recommend that you limit emails and attachments as Satellite Internet connection is slower than cable broadband.
Your free 30mins access starts the moment you are shown the ‘You’re connected’ page and you will have internet access for a continuous 30minute period, or until 100MB data is used. If you are travelling on a daytrip ticket, you will only be able to access your free 30minute / 100MB access on either your outbound or return journey.
No public network is fool proof. Ensure you do your best to protect yourself and your device: