Discovering that your ferry is cancelled can be a stressful start to a carefully planned vacation. Whether it is due to technical faults, industrial action, or the unpredictable weather of the English Channel, knowing your rights is the first step to salvaging your trip. Maritime passenger rights (specifically Regulation EU 1177/2010 and its UK equivalent) ensure that travelers are not left stranded without support.
What to Do if Your Ferry is Cancelled: A Passenger’s Guide to Rights and Refunds
In this guide, we break down exactly what you are entitled to, from free meals and hotel stays to cash compensation and full refunds. By understanding the “inverted pyramid” of priority actions, you can navigate the chaos of a busy port like Dover or Calais with the confidence of a seasoned travel expert.
Immediate Actions: The First 30 Minutes
If your sailing is disrupted, the ferry operator is legally required to inform you of the situation no later than 30 minutes after the scheduled departure time. This is the critical window for itinerary planning adjustments.
Choice Between Re-routing and Refund
When a cancellation occurs, the operator must offer you two primary choices:
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Re-routing: Transport to your final destination at the earliest opportunity under similar conditions and at no extra cost.
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Full Refund: A complete reimbursement of the ticket price within seven days. If you choose this, the operator is also responsible for a free return journey to your initial point of departure (e.g., if you are stuck at a stopover port).
The 90-Minute Rule for Assistance
If your departure is delayed by more than 90 minutes, the operator must provide “adequate assistance.” This typically includes snacks, meals, and refreshments in reasonable relation to the waiting time.
Pro-Tip: Always keep your original boarding pass and take a photo of the departure board showing the cancellation. You will need this “digital evidence” if you decide to claim compensation later.
Compensation and Overnight Stays: Your Entitlements
While the ferry operator is required to help you regardless of the cause, cash compensation is only applicable if the cancellation was within the company’s control (e.g., technical failure or scheduling errors).
When Can You Claim Compensation?
If you arrive at your final destination late due to a cancellation or delay, you are entitled to 25% to 50% of the ticket price back.
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25% Refund: If the delay is at least 1 hour for a journey up to 4 hours.
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50% Refund: If the delay exceeds double the time mentioned above.
Overnight Accommodation
If the cancellation necessitates an overnight stay, the ferry company must provide accommodation free of charge, either on board the ship or in a hotel ashore.
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Cost Limit: The operator can limit the cost of accommodation to £70 to €80 per night per passenger.
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Duration: This is limited to a maximum of three nights.
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Transport: The company must provide free transport between the port terminal and the accommodation.
Pro-Tip: In cases of “Extraordinary Circumstances” like extreme weather or port-wide strikes, the company is not required to pay for hotels or cash compensation, but they must still offer you a refund or re-routing.
Comparing Operator Policies: P&O, DFDS, and Irish Ferries
Each operator has a slightly different approach to handling cancellations, though all must follow the same legal baseline.
Expert Recommendations for Disrupted Travel
As a travel expert, I always recommend preparing for the worst-case scenario. Even with legal protections, the process of claiming money back can be tedious.
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Travel Insurance: Standard maritime rights do not cover “consequential losses” (like a missed hotel booking in Paris). Ensure your policy from providers like World Nomads includes “Travel Disruption” or “Abandonment” cover.
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Booking.com Backup: If a port is congested, the ferry company might struggle to find you a room. Use Booking.com to find a nearby hotel yourself, but get the ferry staff’s written permission to book it and be reimbursed later.
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LSI Keywords for Claims: When writing your claim, use terms like “Regulation 1177/2010,” “failure to provide assistance,” and “technical fault” to show you know your rights.
Pro-Tip: If you booked through a third-party agent or as part of a package holiday, your first point of contact for a refund is usually the agent, not the ferry company directly.
How to Claim Compensation for a Cancelled Ferry
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Request a Delay Statement: Before leaving the port, ask the staff for a written statement confirming the delay or cancellation and the reason for it.
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Gather Receipts: If you had to buy your own food, water, or hotel because the company failed to provide them, keep every single receipt.
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Submit a Formal Claim: Contact the ferry operator in writing (usually via an online form) within two months of the scheduled departure. Mention the specific length of your delay and the impact on your journey.
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Wait for the Response: The operator must acknowledge your claim within one month and provide a final answer within two months.
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Escalate if Necessary: If the claim is rejected and you believe you are right, escalate the case to a body like ABTA (for UK operators) or the relevant national enforcement body in the EU.
Frequently Asked Questions (FAQ)
1. Does “bad weather” entitle me to compensation?
No. If the cancellation is for safety reasons due to weather, you are not entitled to cash compensation, but you are still entitled to a refund or re-routing and basic refreshments.
2. Can I claim for a missed hotel in France?
Generally, no. Ferry companies only compensate for the ticket price. To recover costs for missed hotels or events, you must use your travel insurance.
3. How long do I have to submit a claim?
You must submit your complaint or claim to the ferry operator within two months of the scheduled date of travel.
4. Can I get a refund if I decide not to travel?
If the ferry is cancelled or delayed by more than 90 minutes, you can choose to cancel your trip and receive a 100% refund.
5. What if I booked with Tesco Clubcard points?
Refunds for bookings made with vouchers or points are typically returned in the same form (e.g., travel credit or voucher replacement) rather than cash.
6. Does the ferry company have to provide a taxi home?
The company must offer re-routing to your destination. While they aren’t strictly required to provide a taxi to your front door, they must ensure you get back to your “point of departure” if you choose a refund.
7. Can I stay in my car if the ferry is delayed?
For safety and security reasons, you are usually not allowed to wait on the car deck. You must wait in the terminal or designated boarding lanes.
8. Are “technical faults” covered for compensation?
Yes. Unlike weather, technical faults are considered within the operator’s control, making you eligible for 25% or 50% compensation.
9. What happens if I miss my connecting train?
The ferry company is not legally liable for missed onward connections, though they must make reasonable efforts to inform you of alternative transport.
10. How is the 25% compensation calculated?
It is calculated based on the price you paid for the specific “leg” of the journey that was disrupted, not the total return price.
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