Frequently Asked Questions
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I have lost an item of property, how do I contact Lost Property?
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What am I prohibited to take onboard?
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What are your safety procedures?
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Why do I need a password, how do I change it and what happens if I have forgotten it?
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Do I need to be aware of anything concerning the Foot & Mouth outbreak?
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Can I buy standby tickets at the port?
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Do I need travel insurance and breakdown cover?
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How can I change my booking?
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What is my booking reference number?
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Do you charge for cancelling a booking?
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Do I ever have to change vessel?
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Why do I have to give an email address or mobile phone number?
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Can I sail if I have a medical condition or am pregnant?
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Why do I have to give names of everyone travelling on my booking?
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How can I pay for my booking?
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I am a student, do I get a discount?
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Do I have to pay a fuel surcharge?
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Do you send out tickets?
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Do you allow unaccompanied children to travel?
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Do I get compensation if my sailing is delayed or cancelled?
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Can I travel with my pets?
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Why do customers with vehicles have to check in no later than an hour before departure?
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Why don't the cars get boarded in the order that they check-in?
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 or telephone 01481 729666.
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.
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. We recommend that you use a mix of alphanumeric characters (letters and numbers) that can be easily remembered so that you are able to log on to your individual account any time. If you come back to book online or on the phone in the future 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. You will then be given the option to change your password.
If you have forgotten your password, click the 'Forgotten your 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.
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.
Can I buy standby tickets at the port?
Subject to seat and car deck availability Condor Ferries offer 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 not later than one hour before stated departure time.
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.
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 £25 is payable for any changes to your booking which either alters date or time of travel, or reduces ticket value. Amendment fees are not applicable if you are a Frequent Traveller Club member.
To make an amendment to your booking please forward details of the required change to
reservations@condorferries.co.uk or contact our reservations department on 0845 609 1024 between 0900 and 1730 hours where our staff will be happy to make the changes for you.
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 on 0845 609 1024.
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 £25 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.
Do I ever have to change vessel?
All 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.
Weymouth to St. Malo - Summer crossings between May 19th and September 28th 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 between May 19th and September 28th where you can change vessel 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.
Why do I have to give an email address or mobile phone number?
We ask you for an email address in order to send your booking confirmation. In addition we are able to efficiently keep all our customers informed 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. In supplying your mobile phone number, we can text you any significant operational information regarding the service(s) you are booked on. Of course if you don't have access to email or you have special requests or will require assistance, please call 0845 609 1024 when you have completed your booking.
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.
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. Unless we hear from you within 7 days of issuing a booking confirmation, the contract will take effect.
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.
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 £13.50 per person and per vehicle each way. For travel between Channel Islands and St. Malo or inter-island, the fuel surcharge currently is £6.75 per person and per vehicle each way. 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.
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.