Condor Ferries Tickets
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Condor Ferries || FAQ's
What am I prohibited to take onboard?
Merchant Shipping (Dangerous Goods) (Amendment) Rules 1979 prohibit the carrying of certain articles, i.e. explosives, gases, radioactive or magnetic materials, flares, fireworks etc.
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 terms and conditions for more detailed information.
Do I need to be aware of anything concerning the Foot & Mouth outbreak?
In order to protect their livestock and following the European Commission Decision of 6th August, the French and Channel Island authorities have made a decision that in addition to placing a temporary ban on the import of susceptible animals, they will also place a similar temporary ban on the import of certain foodstuffs, both fresh and processed.
They specifically mention meat and dairy products. If you are carrying any such items in your vehicle, please ensure they are consumed or disposed of before boarding. The authorities in France will carry out random checks upon arrival and if you are found to be carrying such items this could lead to a substantial delay in your journey. Your cooperation in complying with this request is appreciated.
How can I change my booking?
If you need to change your booking please contact us as soon as you can. An amendment fee of £20 is payable for any changes to your booking which either alters date or time of travel, or reduces ticket value.
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, tickets/boarding cards and helps us to maintain a high standard of Customer Service. You may be asked for this number on various occasions 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.
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 £20 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.
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.
Do I have to pay a fuel surcharge?
Yes. Between the UK and Channel Islands or the UK and France the fuel surcharge currently is £19 per person per return journey and £19 per vehicle per return journey. Travel between Channel Islands and St. Malo or inter-island, the fuel surcharge currently is £9.50 per person per return journey and £9.50 per vehicle return. Fuel surcharges may increase or decrease depending on fuel price trends.
Do you send out tickets?
If you have booked online, we will send you a booking confirmation to your specified e-mail address. 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, given sufficient time, we will post out your booking confirmation to the postal address supplied.
Do you allow unaccompanied children to travel?
Unaccompanied children between the ages of 14 and 15 intending to travel alone, will be required to 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 13 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, 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 for the following amounts: 50% refund of the value of their ticket for the crossing affected plus £6.50 per person for provision of food and beverages. We do not offer compe
Can I travel with my pets?
We do allow pets to travel but they must comply with the Pet Travel Scheme (PETS) (opens in 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?
It is certainly not due to favouritism as some customers have previously speculated! Because many of our services call at more than one port, 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.
I have lost an item of property, how do I contact Lost Property?
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.