Our Commitment to Your Journey

At DFDS, we aim to ensure that every interaction is positive and memorable, regardless of the situation. While the aspects of ferry travel mean service disruptions can occasionally occur, DFDS aims to deal with disruptions, delays and cancellations in a way that minimizes the impact for our customers.

DFDS operates in accordance with Regulation (EU) No 1177/2010, which outlines the rights of passengers traveling by sea and inland waterways. You can view the complete provisions in the DFDS_Seaways_Passenger_Rights_UK.pdf. Alternatively, see the information below and our easy-read booklet for a quick and accessible reference.

If your scheduled sailing is cancelled or delayed in departing by 90 minutes or more, you have the right to:

Refreshments and Welfare:

• 90 minutes delay: A refreshment
• 4 hours delay: A light snack
• 8 hours: A hot meal

There may be times when we are unable to offer refreshments at port, and we may give you a voucher instead.

If your sailing is cancelled or is delayed for 90 minutes or more for reason within DFDS’s control, you can either:

• Receive travel credit for future use,
• or obtain a full refund of the affected sailing,
• or re-routing to your final destination at the earliest opportunity,
• or change to a later sailing free of charge.

If the delay requires an overnight stay,

• DFDS will provide accommodation on-board or in hotel limited to €80 per night for a maximum of 3 nights.

If your arrival at the final destination is delayed for a reason within DFDS’s control, you have the right to request partial compensation of the ticket price. Compensation is calculated as follows:

Scheduled Journey Duration	Delay	Compensation
Up to 4 hours	1 hour	25%
4 to 8 hours	2 hours	25%
8 to 24 hours	3 hours	25%

The compensation shall be 50% of the ticket price where the delay in arrival to the final destination exceeds double the above times

For any claims related to your ferry travel please email us at the appropriate address listed below within two months of your scheduled departure date. Please provide as much detail as possible to ensure we have all the necessary details to process your request quickly and efficiently.

Should you wish to contact us regarding Newhaven - Dieppe, please use the following email: customerservices.dieppe@dfds.com

For all other routes, please email: uk.customercare@dfds.com

For the very latest travel and sailing updates visit our handy Travel Updates page. Here, you will find the latest information regarding regular updates on departures and arrivals, weather conditions, or any sailing schedule changes.

Download the DFDS easy-read Passenger Rights booklet for quick and accessible guidance.