General Questions

Q: Does the time of day vary the price? 

A: Prices vary by day and time of scheduled sailing. Please see the Fare Details for details of ticket validity.

Q: How soon do I need to book?

A: Advance reservations for cars and motorcycles should be made for all sailings and are essential for travel at Christmas, Easter and summer weekends. Bookings cannot be made within two hours of sailing. We recommend you book as early as possible to guarantee a space. Reservations for bicycles are not required. These are carried by all services, space permitting, free of charge.  You are advised to make full payment for your reservation at the time of booking to benefit from the advance booking discounted fares unless you already hold a valid ticket for your date and time of travel. You are required to make full payment for your reservation at the time of booking if travelling on peak sailings.

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Q: Once I've made a reservation can I change the times? If so, does it cost any extra?

A: To change your booked crossings call us on 0871 376 4342 and quote your booking reference number. All alterations requested by you to a booking or reservation are subject to availability. We will not charge for the first alteration to a booking. After that each change will incur a £5 administration charge, except that if the change results in an excess payment that is greater than £5, we will waive the administration charge.

Q: How do I cancel my existing booking, will I be charged to do this?

A: Cancellation by You – If you wish to cancel your booking or reservation after we have confirmed it, you should tell us as soon as possible and in any case at least 24 hours before the date of departure.  You should contact us by telephoning the Call Centre on 0871 376 4342; by email to bookings@wightlink.co.uk or by writing to Wightlink.  If you cancel, we reserve the right to charge a cancellation fee on the scale seen below:

Please note: Refunds will not be considered on bookings that a customer has failed to cancel; on part-used tickets; or on special offers/promotional fares.

Q: Can I pay for my ticket with Tesco Clubcard vouchers?

A: Yes, we accept Tesco Clubcard Deal tokens for bookings made at least 2 weeks in advance of travel via our call centre. Unfortunately, we can not accept these vouchers for bookings made online or at the port.

Q: What can I do if I lose my ticket?

A: Please contact our Reservations Office as soon as possible before travelling to report any lost, stolen or destroyed tickets. Wightlink cannot undertake to replace or refund the value of tickets lost, stolen or destroyed.

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Q: Where about are you situated in Portsmouth/Lymington?

A: See the Travel section of our website for maps to find out where our terminals are located.

Q: Can we book the car park?

A: No, places are available on a first come, first served basis.

Q: Where do I pay for the car park?

A: There are pay and display machines in the car parks.

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Q: Can I pay for the car park on the internet or over the telephone?

A: No, please use the pay and display machines located in the car parks, or alternatively tickets can be purchased on the day from the Ticket Office.

Q: Do you have left luggage facilities?

A: For security reasons we are unable to accept any unattended luggage at any of our terminals.

Q: Do you have a lost property office? 

A: Please call 0870 240 4323 stating when you travelled, date, route & time.

Q: Can I get assistance at the terminals?

A: If you require assistance in any way, please inform a member of staff when you arrive at the terminal, or on board, and we will be only too happy to arrange someone to help you.

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Q: I've booked for a friend. Do they need to show my credit card to pick up the tickets?

A: No they will not need to show your credit card (unless you have booked an all-inclusive ticket to an Island event such as the Isle of Wight Festival), but they will need to produce the confirmation of the booking.

Q: What ages are classified as children?

A: Children's rates apply to those between 5 and 15 (inclusive). Children under 5 travel free of charge.

Q: At what age can a child travel on its own?

A: Wightlink are unable to assign staff to look after young persons aged under 12 travelling alone on our vessels, and it is the responsibility of the child's parents/guardian to make the necessary arrangements for an adult to accompany that child/children. In order to assist parents/guardians with this matter we have a system whereby, subject to certain conditions being met, an escorting adult may travel on consecutive sailings for a special rate. Please click here for details.

Q: Do you have a wheelchair I can use?

A: Wheelchairs are available at all of our terminals

Q: Have you any information on what to do on the Isle of Wight? 

A: Take a look in the Island Attractions section of our website or pick up some leaflets from the information point at our terminals. There are also some visitor guides on our Useful Links page.

Q: Do you need a passport to visit the Isle of Wight? 

A: No, passports are not required as the Isle of Wight is part of the United Kingdom.

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Car Ferry Questions

Q: Do I have to book?

A: Advance reservations for cars and motorcycles should be made for all sailings and are essential for travel at Christmas, Easter and summer weekends. Bookings cannot be made within two hours of sailing.  You are advised to make full payment for your reservation at the time of booking to benefit from the advance booking discounted fares unless you already hold a valid ticket for your date and time of travel. You are required to make full payment for your reservation at the time of booking if travelling on peak sailings.

Q: Do you have any special offers?

A: Yes, have a look in the Special Offers section of our website or subscribe to our newsletter to keep up to date.

Q: What time do I have to arrive at the terminal?

A: Please check-in at the port at least 30 minutes, but not more than 1 hour, before departure time. For operational reasons ships may have to sail a little before or after advertised sailing times.

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Q: What happens if I miss my sailing? Will I get on the next one?

A: Our staff will endeavour to get you on the next possible sailing subject to space being available.

Q: If I miss the crossing will I be charged?

A: You will only have to pay extra if your ticket is not valid on the crossing you take. This will depend on the individual ticket conditions and you should enquire with a member of staff if you are unsure.

Q: Does it matter if I have changed my car since booking?

A: Please give us a call to update your booking with the new registration number. If it is a different type of vehicle or is larger than the original one there may be a supplement to pay, our reservations agents will advise you when you call.

Q: Can I send a vehicle across unattended?

A: For Security reasons, we cannot accept vehicles unless the driver accompanies them.

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Q: I have Multilink tickets; can I use them at any port on either side?

A: Yes, multilink tickets can be used on either route and in any direction.

Q: Can I use multilink tickets with a different car?

A: Multilink tickets are valid only for the vehicle registration numbers shown on them. If you have changed your car take the whole book of remaining tickets to the ticket office and ask for the details to be changed. An administration fee will be charged for this.

Q: Are there lifts on board the ferries and do they have disabled access?

A: All our car ferries on the Portsmouth - Fishbourne route have lifts between the car deck and lounges where you will find toilet facilities for the disabled. On our Lymington-Yarmouth route there is a disabled lounge on the same level as the main car deck. If you need to be parked close to the lift please ask the member of staff at the terminal entrance. Wheelchairs are available at all our terminals. If you wish to arrange assistance in advance please call 0870 240 4323 or email bookings@wightlink.co.uk.

Q: Is there anywhere onboard for dogs to go?

A: Wightlink are unable to provide kennels or cages. All animals must be secured in a suitable container or restrained in the appropriate manner. Motorists may keep their animals in the car during the crossing, or take them onto outside deck or designated lounge on board. However, they are not allowed in the passenger refreshment lounges (except guide dogs). All dogs are carried free of charge!  It is the dog owner's responsibility to ensure the animal behaves in an appropriate manner and does not cause distress or inconvenience to other passengers.

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Q: What facilities do the ferries have onboard?

A: Each car ferry has a comfortable passenger lounge with a café and bar. There is also an outside seating area and toilet facilities on each car ferry. Some ships on the Portsmouth - Fishbourne route also have a gift shop. Please note that all vessels are no-smoking.

Q: Is there a café onboard?

A: Yes, all our car ferries have a café-bar onboard.

Q: Are the ferries running on time?

A: Check out the Travel Updates page in the Travel section of this website, where disruptions or delays that we are made aware of in advance will be displayed. For up to date sailing information call 0871 376 4342.

Q: How long is the crossing time?

A: Portsmouth - Fishbourne: approximately 40 minutes Portsmouth - Ryde: around 18 minutes Lymington - Yarmouth: approximately 30 minutes

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Q: Can we stay in our car during the crossing? 

A: We recommend all passengers vacate their cars during the crossing and make their way to the upper decks/lounges.

Q: Can you smoke onboard?

A: Wightlink operate a no smoking policy. Smoking is not permitted onboard our vessels except on the open sundecks and is strictly prohibited on the car decks.

Q: What times are the "Dangerous Goods" sailings?

A: Some Dangerous Goods can only be carried on certain sailings, please call our reservations department for further details at least 24 hours before travelling. If you are unsure whether something you plan to take with you is classed as dangerous please call us on 0871 376 4342 for advice.

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FastCat Questions

Q: Are disabled motorised mobility scooters allowed on the FastCat?

A: Yes, the gangways are wide enough to accommodate disabled motorised scooters, and staff would be more than happy to assist with any additional luggage.

Q: Can we take bicycles?

A: Bicycles can be carried (space permitting) and are carried free of charge.

Q: Do foot passengers need to pre-book?

A: Foot passengers do not need to book in advance.

Q: How long in advance of my sailing should I arrive?

A: Please arrive at the terminal at least 15 minutes prior to departure to allow time to purchase your tickets and board the ferry. If arriving by train at Portsmouth Harbour you should allow at least 10 minutes for connecting between trains and the catamaran.

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Q: Is the terminal signposted?

A: Yes the terminals are clearly signposted. For maps to help you find us, look in the Travel section of our website.

Q: Where can we park our car?

A: There are car parks nearby, check the Travel section of our website for details.

Q: Are dogs allowed on the FastCat?

A: Dogs are allowed in the designated lounges onboard and are carried free of charge.

Q: Can I use the silver bus tokens?

A: Yes, our ticket offices will accept national bus tokens.

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Q: How long does the crossing take?

A: Around 18 minutes.

Q: Do the FastCats run if it's raining?

A: The FastCats are not affected by the rain. However, they may occasionally be affected by strong winds/adverse weather conditions in the Solent.

Q: Is the FastCat running today?

A: Call 0871 376 4342 for up to date sailing information.

Q: At what age can a child travel on its own? 

A: 12

Q: Can you give me train times and prices through to mainland destinations such as London Waterloo? 

A: Our Ryde Pier Head office can advise you and sell through tickets to mainland rail destinations. Or check online with National Rail Enquiries.

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Q: Where are the taxi ranks at the ports or do you have a number for a local taxi firm?

A: Taxis are normally available just outside our FastCat terminals but our ticket office will have a phone number you can call if there are none available at the time.

Q: Can I get reduced fares if I travel regularly?

A: Regular travellers can benefit from reduced travel by buying books of tickets in advance, please enquire at our ticket offices. Season tickets are also available.

Q: Are there toilets onboard the FastCat?

A: Yes, all FastCats have toilet facilities onboard.

Q: Can I take a pram onboard?

A: Yes you can, and if you require assistance please contact a member of our staff when you travel

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Q: Do you provide luggage trolleys?

A: Yes, trolleys are available at both Ryde Pier and Portsmouth Harbour. Similarly, Wightlink in conjunction with South West Trains have located Trolleys close the Station platform for ease of use during connections.

Q: What is the baggage allowance?

A: Customers may take up to three items of personal luggage free of charge, this includes two large items (such as suitcases or rucksacks) and an item of smaller hand luggage (such as a briefcase). Excess luggage and certain more bulky items (such as skis) may be carried, subject to available space, at an extra charge.  We do offer a chargeable luggage cage service on car ferry routes for much bulkier items, and large quantities of luggage from groups & school parties who are travelling without a vehicle.

Q: How often do the FastCats run?

A: Up to every 30 minutes at peak times. Full timetables are on our website 

Q: How much does it cost? 

A: Take a look in the Fares section of the website for prices, or you can get a quote from our online booking system.

Q: What special offers do you have?

A: Take a look in the Special Offers section of our website or subscribe to our newsletter to keep up to date

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Q: Can I book the FastCat online, is the website secure? 

A: Yes you can book a space and order tickets in advance through our secure online booking system.

Q: Can I send packages across to the Island/Mainland?

A: Yes, but please be aware that parcels are charged according to weight and size, and security searched if the sender is not known as a regular user of the service.

Q: Is there a drinks service onboard?

A: No, but cafes are located in both termini and you can bring your refreshments onboard with you.
 

Q: Do you offer group rates?

A: Yes, special rates are available for groups. Please telephone 0871 376 4342 for details.

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Q: Can you smoke onboard? 

A: No, all our FastCats are no smoking vessels.

Printing Website Pages

Q: How can I print off web pages without losing the right hand side of the page?

A: Because of the wide range of set ups on our computers and the range of printers it is very difficult to print pages the same way. So one way to print a page on the web site is to go to 'File' - 'Print' and change the settings of the printer to print 'Landscape' rather than 'Portrait'

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Special Offers

Q: I am not receiving the special offers email anymore. How do I register myself again?

A: Click on 'Register for offers' - enter your email and click 'submit' and  fill out the details.

Q: I have changed my email address. How do I change it on the mail list?

A: Click on 'Register for offers' - please enter your email address in the sign up box and click go. You will need to confirm your email address and then you will be sent an email with a link to a page where you should click "edit email".  If you are registered with our online booking system you will also have to change your profile details - click here to learn how to do this.

Q: Can I book the special offers directly from the special offers page?

A: Most ferry special offers will need a "Promotional Code", so to book click on the "Book Now" link on the offer page and you will be taken direct to the booking system with the appropriate details.   If you already know the Promotional Code, you can go directly to the "book online" page and select "I wish to book using a promotional offer code" from the Travel Plans menu.

Some special offers will be quoted automatically so follow the links to "Book online" and select "My travel plans are fixed, please quote me".  The advertisement will state if the offer is automatic. 

Q: How do I unsubscribe from the mailing list?

A: The easiest way is to click the Unsubscribe link at the bottom of each email.  You can also unsubscribe through the website: click on 'Register for offers - please enter your email address in the sign up box and click go. You will need to confirm your email address and then you will be sent an email with a link to a page where you should click "Unsubscribe".

Q: I would prefer to receive a text only email, how do I change the settings?

A: Click on 'Register for offers' - enter your email address and click 'submit', you can then edit your email preferences before clicking on "Submit" to save the changes.

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