FAQs
Frequently asked questions
The cabin I want is not showing online?
This could be due to the cabin being sold out or not available on the product you have booked. You can always check to see the availability of different cabins onboard in the Guest Service Centre.
The event I want to travel on is sold out, can I sign up for a waiting list?
We do not have a waiting list, as all capacity available is shown in our online booking flow.
Can I book a specific cabin and/or book several cabins next to each other?
We cannot guarantee individual cabin numbers. You will of course always be offered the category booked e.g. seaview. You can always request a change of cabin at check-in if availability allows this.
Is there a limit to how many people can stay in a cabin?
You cannot over occupy on our cabins unless it is by 1 infant, and the infant would have to share with the parents.
How can I book several vehicle categories on one booking?
It's not currently possible to book two categories on the same booking online. We recommend you make your booking online and respond to your booking confirmation with the amendment needed. If booking in high season we recommend contacting us to check availability.
How do I know which category my car belongs to?
Please make sure you know the height and length of your vehicle including any extra bike racks or roof boxes, and choose the vehicle type and size that matches. Vehicles declared incorrectly at the time of booking risk being refused boarding or may be subject to additional charges at the port.
What details do I need to provide when making a booking?
To make a booking with us, we will ask for the following details: Full name, postal address, email address, telephone number and details of the passengers traveling.
When booking with us you will need to inform us of the full name and date of birth of all the individual passengers travelling on the booking. All names must be in accordance with each individual’s passport. It is always the passenger’s responsibility to supply us with the correct name and date of birth.
Please ensure you make us aware at the time of booking if you require any special assistance.
Are there any additional Fees?
The products which can be booked through our website can also be booked by phone through our customer service team.
When booking by phone or in person, you must pay a service fee of:
£10 / 17.50 € for short stays (such as mini cruises and hotel breaks) £20 / 17.50 € on crossings with a vehicle and all other bookings on our overnight routes
Is there age restrictions / do you offer an unaccompanied minor service?
Unfortunately, we do not offer an unaccompanied minor service due to security regulations. A parent or guardian must accompany people under the age of 18 years. Young people between the ages of 16 years and 17 years can travel alone on a ferry crossing if the parent or custodial parent has given written permission for it. Failure to produce this letter at check-in may result in refusal of travel.
Paying For Your Booking
Payment of journeys and other products must be made when you book unless otherwise noted. The confirmation advice is only valid in combination with the credit or debit card used for payment and, therefore, you must bring that credit or debit card with you to check-in.
The booking is only binding with DFDS when payment has been received. You can pay with selected credit / debit cards and online payment methods.
Can I reserve a ticket and pay for it later?
You can't reserve DFDS tickets as we work with a flexible price system so you would have to pay at time of booking.
My payment didn't go through, what happened?
We only accept certain payment types (credit cards, paypal, electronic banking), please make sure you are using one of these when making your booking. If the issue persists please contact your bank for further details.
Changing Your Reservation
You have the opportunity to change certain types of bookings via our website, or by telephoning us direct.
The rules for changes made by you may vary depending on the travel category as categorised in the booking terms and in any event subject to availability. Should changes to the booking reduce the value of the booking then the original cost is still valid.
Changes in the route, date, time, passenger numbers or vehicle type for non-promotional fares will result in any increase in price from the original fare and the fare applicable on the day you make the amendment being charged plus an amendment fee.
How much does it cost to change the date and how do I do it?
Amendments can be made online on My Booking page. This will show you any amendment fees and difference in fare price, before confirming the change.
Will I receive a refund if I cancel?
Please see the T&C you agreed to when making the booking. Any refund to which you are entitled under the cancellation policy must be made in writing within three months of the date of your cancellation.
I'm trying to amend my booking online, but I can't do it. What do I do?
If you are unable to make the amendment online please check that the change meets our terms and conditions. You can contact us on +44 871 522 9966 or travel.sales@dfds.com (Calls cost 13p per minute plus your telephone company's access charge.)
What kind of ID/documentation do I need to travel?
UK citizens: Valid passport
EU/Schengen countries: Valid passport
Other countries: Passport and valid visa for the country you are entering.
It is your own responsibility to make sure you follow the government rules around travel. DFDS aren't liable if you get refused travel.
Information for entering the Netherlands
Information for entering the UK
Visiting the UK as an EU, EEA or Swiss citizen
Do I need to bring my booking confirmation?
You can either bring your booking confirmation or have your booking number ready for the check-in staff.
What is the baggage allowance?
There is no weight limit of your baggage when travelling by ferry with DFDS. You do however need to be able to safely handle everything yourself.
What's the address of the terminal?
IJmuiden:
Felison Terminal
Sluisplein 33
IJmuiden
NL 1975 AG
Newcastle:
International Ferry Terminal
Royal Quays
North Shields
Tyne & Wear
NE29 6EE
All port addresses can be found on our terminals page.
When do I need to check-in?
Check-in closes at 16.45. Please check your booking confirmation for check-in and boarding times. Please be aware of traffic and high volumes in peak season.
Are there parking options at the terminal?
Ijmuiden: The car park is within a fenced area with camera surveillance next to the terminal. The site will close as soon as the ship leaves and reopened as soon as the ship arrives at the port.
The parking fee is €10 per night.
Newcastle: Port of Tyne offers parking at the terminal. Prices will be given at the time of parking.
What happens if I am running late?
Please advise us if you're going to be late before check-in closes, so we can amend your booking so you don't lose your ticket.
Where can I find information about travel updates?
You can find travel updates on our travel updates page and Twitter page.
What forms of payment are accepted on the ferry?
Cash is accepted in GBP and EUR. Most major credit cards are accepted onboard including MasterCard and Visa.
Is there an ATM onboard?
We have an ATM onboard where you can withdraw both EUR and GBP. You can pay by card, please see payment types available.
Can I bring my travel cot to use on the ferry?
You are only allowed to use a travel cot in our premium cabins due to space allowance and health and safety regulations. Please note that there is limited space even in the premium cabins, so it might not be advisable. We do offer bed rails for children and infants, please ask at Guest Service Centre when you're onboard.
Can I stay in the car during the crossing?
Due to health and safety reasons you will not be able to stay in the vehicle as the car deck has to be locked during the crossing. Please make sure you get all of your needed luggage out of your vehicle as you will not be able to return to it during the crossing.
Is smoking allowed?
Smoking is prohibited onboard unless you are in a designated area on the outside deck. There will be signs onboard to show you where you can and can't smoke. You can also ask our crew for further details.
Are there medical facilities onboard?
All our crew are first-aid trained. We do not have any medical facilities onboard so you need to make sure you are fit and well to travel. We do recommend that you have travel insurance in case of emergency.
Is there Wi-Fi onboard?
We do offer Wi-Fi. Telenor Maritime is the service provider and access can be bought via your phone when logging onto the Wi-Fi or in the Guest Service Centre onboard. The Wi-Fi access code is limited to one device at a time.
Free Wi-Fi is available for all Commodore and Conference guests. Commodore passengers will receive a voucher in their cabin which should be taken to Guest Service Centre to redeem their free Wi-Fi access.
Ensure you're using the correct settings on your phone and deactivate roaming, or there is a risk you’ll be invoiced to your phone bill.
Can I use my own data connection onboard?
Please be aware that ships have a functioning satellite network Telenor Maritime, from which higher tariffs apply for making and receiving calls. Please contact your telephone company for a more detailed overview before using it.
What is my Duty Free Allowance?
When purchasing Duty Free, there is a limit to the number of products you can bring back. Take a look at our handy infographic for clear information on how much Duty Free you can land. Your Allowance will vary depending on whether you are travelling to an EU country from the UK or returning to the UK from the EU.
https://www.gov.uk/bringing-goods-into-uk-personal-use/arriving-in-Great-Britain
Can I travel with my pet?
Yes, you can travel with a pet. Pets are only allowed in a pet-friendly cabin, in a vehicle*, or in a kennel**. You can add your pet to your sailing at the time of booking. The price is £30 per pet, each way.
*Please note, it is no longer possible to leave your dog in the vehicle during the sailing.
**Kennels are only suitable for dogs and cannot be booked for any other animal. For more information visit our pet travel page.
Taking your pet dog, cat or ferret abroad - GOV.UK (www.gov.uk)
What documents do I require for my pet?
Your pet needs a valid passport that is aligned with government pet travel rules of the country you are travelling to and from. Please see more information on our pet travel page.
Is my pet allowed in public areas?
All pets must remain in the pet friendly cabin, kennel, or in the vehicle unless they are classed as a guide dog or service animal. Paperwork will need to be provided.
*Please note, it is no longer possible to leave your dog in the vehicle during the sailing.
Do you offer a range of food for different health and lifestyle requirements? (glutenfree/lactose/vegan)
We can offer a range of different meal options onboard. If you have any specific requests please let us know so we can advise the ship in advance.
Do you offer wheelchair cabins?
We do have wheelchair accessible cabins, both inside and seaview. These are not bookable online, please contact us for further details.
I am on medication that needs to be refrigerated, where can I do this?
We will allow you to store medication but please speak with the Guest Service Centre onboard to arrange it.
Is there a lift on the ferry?
Yes, we do have lifts on our ships. If you require to be parked near one, you must let us know at the time of booking.
How do I contact lost property?
Items found onboard that we deem to be high or sentimental value, may be held for up to 1 month.
Clothing and toiletries will not be held. To enquire if your property has been located, please email lostuk@dfds.com
Complaints Procedures
DFDS always listens to passenger feedback and we recognise that it is valuable in helping us in improving our services.
In the unlikely event that a problem cannot be resolved onboard or at the destination itself, and you feel that you have reason to complain, then you are welcome to contact our customer services by phone or in writing. We ask you to contact us within a reasonable time after discovering the problem and no later than 2 months after the journey took place or where the service should have been performed.
You can send your complaint to our customer service via email: uk.customercare@dfds.com
When submitting your complaint please write your booking confirmation number in the subject line of the email and advise us of your day and evening telephone numbers. In this way we are able to investigate the matter fully and get back to you as quickly as possible
As you may have heard in the media, several changes are coming to how the European Union and United Kingdom control their borders.
EES
The EU is introducing the European Entry Exit System (EES), an automated IT system for registering non-EU nationals travelling for a short stay, each time they cross the external borders of European countries. The date of commencement is to be confirmed. More details can be found on the official Entry/Exit System website.
ETIAS
In the future, most non-EU citizens will be required to have a travel authorisation (ETIAS) to enter most European countries. The date of commencement is yet to be confirmed. More details can be found on the official ETIAS website.
UK ETA
The UK Electronic Travel Authorisation is a new requirement for people who do not need a visa to come to the UK. It gives you permission to travel to the UK, and it is electronically linked to your passport. It is currently due to come into force in November 2023. However, it is being introduced on a rolling basis, with EU citizens not currently expected to be affected until later in 2024. Full details can be found at the UK ETA website.
Please note that the new controls only affect our non-Schengen routes (i.e. UK routes and Rosslare – Dunkerque).
DFDS is fully preparing for the arrival of these new measures, cooperating with the relevant authorities to ensure that we continue to carry our passengers on their journeys without major disruption.
We will inform you of the travel requirements that will be applicable to you where those are known at the time of booking. We will contact you with details of any updated information after booking. However, please note that it is the responsibility of passengers to ensure that they are in permission of the correct documentation and completed relevant formalities.
DFDS ferry mobile app
The DFDS app is your ideal travel companion.
- View live departures and arrival times
- Access your booking pass
- Keep up to date with the latest travel announcements
- Follow your journey with your personalised itinerary
- Find information about onboard facilities
- Find directions to your DFDS terminals
Simply log into the app using your booking number to access these great features.
Championing the Seas!
We're elated to announce that DFDS has once again retained its title as Europe’s Leading Ferry Operator at the 2024 World Travel Awards.
This accolade wouldn’t have been possible without you, our loyal passengers. Thank you for recognising the hard work of our exceptional team members who are dedicated to ensuring each voyage is as exceptional as the next.
Your ongoing support is the anchor to our success.