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.
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.
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.
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 normally closes 45min before departure. 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: There is no parking available at the terminal/port.
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, and there is a currency exchange onboard where you can change any currency. Most major credit cards are accepted onboard including MasterCard and Visa.
Is there an ATM onboard?
We don't have an ATM onboard. 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 pets?
Yes, you can travel with a pet. Pets are only allowed in a pet-friendly cabin, in a vehicle, or in a kennel. Pets need to be booked onto the ticket and this can only be done by contacting us. 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.
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
COVID FAQs
For FAQs related to COVID-19, please click here.
Behind Every Journey
We are proud to have been nominated as Europe’s Leading Ferry Operator 2023 by the World Travel Awards.
This year, we’re taking a moment to celebrate and recognise the reasons why we continue to get nominated – and win this award – year after year… the amazing people behind every journey.
Help us shine a spotlight on our staff and vote for DFDS.