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GENERAL-REJECT

Reservation Information

Reservation Information

In this section you can find useful information relevant to making, checking and amending a booking. It also covers important information regarding insurance and travelling when pregnant.

Additional Fees

The products which can be booked through our website can also be booked by phone through our customer service.

When booking by phone or in person, you must pay a service fee of;

  • £5 / 5€ on the Dover-Dunkirk and Calais routes
  • £10 / 15€ for short stays (such as mini cruises and hotel breaks)
  • £20 / 25€ on crossings with a vehicle and all other bookings on our overnight routes
  • £30 / 35€ for a tailor-made holiday

No service fee will be charged when booking our Newhaven-Dieppe route.

Cancellation

You are able to cancel certain types of bookings via our website, or over the phone.

The cancellation policy varies depending on the travel category as defined in the booking regulations and in any event subject to availability.

When you cancel packages or other arranged trips, such as ferry crossings or mini-cruises, you will be charged a cancellation fees on a scale that reflects the notice period given to us. Any reimbursement of which you are entitled to on the cancellation of your booking will be subject to deduction for the cancellation fee.

Change 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.

Flexi Tickets

Flexi fares are available on our Dover-Dunkirk & Calais routes. They offer an attractive fare with greater flexibility, should your plans change. Flexi fares include the following flexibility:

  • Depart on any sailing within 72hrs either side of your booked crossing for no additional costs on arrival at the port, subject to availability.
  • No administration fees – only pay the difference in fare price to travel more than 72 hours either side of the booked crossing.
  • Fully refundable if cancelled 48hrs or more prior to departure (upon written request to Customer Services Cancellation).
Making a Booking

You can book direct with us on our website or by telephone. You can also book via travel agents or ticket vendors, who have a special arrangement with us. You are welcome to contact us to verify if a certain company is one of our suppliers.

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 or valid photo ID card. It is at all times the passenger’s responsibility to supply us with the correct name and date of birth.

If booking a return crossing with a different number of passengers on each leg of the journey please get in touch with us to make your booking.

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 have to 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.

Travelling When Pregnant

We do not recommend that pregnant women who are in week 34 or more travel with us. After that date, DFDS will be entitled to ask for a medical certificate demonstrating fitness to travel.

We recommend that pregnant passengers obtain travel insurance that provides for appropriate cover in case of complications. Be aware that there may be limitations in the insurance coverage for the later period before the date of birth. It is your responsibility to stay informed as to whether you are covered by travel insurance or not. DFDS do not assume responsibility for this.

Insurance

Travel Insurance

Our travel insurance can be added on during the booking process online.

DFDS travel insurance is arranged by Voyager Insurance Services Ltd on behalf of Allianz Global Assistance (underwritten by AWP P&C SA and is administered in the United Kingdom by Allianz Global Assistance. Allianz Global Assistance is a trading name of AWP Assistance UK Ltd). Voyager Insurance Services Ltd is authorised and regulated by the Financial Conduct Authority.

DFDS Newcastle Limited is an appointed representative of ITC Compliance Limited which is authorised and regulated by the FCA (their registration number is 313486) and which is permitted to advise on and arrange general insurance contracts. These details can be checked on the Financial Services Register by visiting the FCA’s website

European Car Breakdown Assistance

Most motor breakdown assistance covers the UK only and does not cover you abroad. To travel abroad, customers will need to take out ‘European Vehicle Assistance Cover’ to ensure that they are fully covered in the event that they breakdown or have any motor related difficulties whilst outside of the UK.

Booking Confirmations & Tickets

The confirmation advice is your travel document, which you should take with you to the departure terminal at the port. The confirmation advice gives you entitlement to transport with DFDS and other services ordered. No other separate document will be issued. All vouchers will be issued at the port of departure.

Please note, that it is your responsibility to check that all information on the confirmation advice is correct.

Booking confirmation emails typically arrive within about 30 minutes, but sometimes take longer depending which email provider you use.

Please check your Spam, Trash, Junk or Bulk email folders for the booking confirmation email. Some email providers occasionally incorrectly divert legitimate emails to these folders.

If you have not received a booking confirmation email, please login to your account and download a copy of your booking confirmation.

Amendment Fees

You are able to change certain types of bookings via our website or by telephoning us direct.

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.

Route Name Change All Other Changes
Dover-Dunkirk & Calais Routes None £20.00
Overnight routes incl. Newcastle-Amsterdam, Copenhagen-Oslo & Baltic Sea routes £10.00 £20.00
Newhaven-Dieppe routes £10.00 £10.00
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.

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