FAQ – Make or amend a booking

Browse FAQ

If you've any questions relating to your booking, crossing, or about the Isle of Wight in general, then you've come to the right place.

Choose from the sections below to answer your query.

Make or amend a booking

We offer several convenient ways for you to book a sailing with us.

You can book in advance online free of charge, or, for a £5.00 Booking Fee, for vehicles only, you can visit one of our Ticket Offices or call our Contact Centre.

If you decide to travel on a sailing within the hour (Go Show) our Ticket Office will charge a £10.00 Booking Fee for vehicles. Foot passengers and motorcycles will not be charged a Booking Fee. Don’t worry though, if you change your mind or we are unable to board you, a Go Show is fully refundable.


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We always recommend you book in advance to ensure space on your chosen sailing. During holiday periods and festivals, it is essential. Also, the further in advance you book, the more likely you are to pay a lower fare.


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If your sailing is cancelled, we will do our best to make sure you are on the next available sailing. If your sailing is cancelled or delayed by at least 90 minutes and you decide not to travel you can claim a full refund.

If you are delayed by more than 60 minutes to your scheduled arrival time, then you may be able to claim some of the fare back as compensation. You can’t claim compensation if you didn’t arrive on time or if the delay was caused by problems Wightlink can’t control (like harbour movements or the weather).

For long delays (over 90 minutes) you may also be offered refreshments, such as a hot drink or water.

Check our compensation page for more details and to apply.


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Normally we notify you using the email address or phone number you gave us when you made your booking, so make sure your details are always up-to-date.

If you don’t have a booking for a specific sailing (e.g. because you have a season ticket or buy tickets on arrival) we recommend you sign-up to our travel update service. We can then send you notifications for your chosen route by email and text.

Sometimes we can’t let you know in advance about delays at short notice. You can still see the position of our ships and our service updates.

Even if our service is delayed make sure you arrive on time, following the check-in rules on your ticket. Delay information is only a guide based on the best information we have at the time and the length will be different for every sailing as our team work hard to reduce the delay.


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Our vehicle fares are determined by the date, time, duration of your stay and your vehicle size. The sooner you book and the more flexible you can be on sailing times, the less you are likely to pay. Our vehicle fares may increase or decrease in line with demand but generally rise the closer the sailing.

Excess fares may also be payable when foot passengers with return tickets travel back on a different route.


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If you’ve received a Promotion Code for Wightlink it’s easy to book and pay with the code. You can book online and enter your Promotion Code in the Promotion Code field at the ‘Your Details’ page. You’ll be able to see the discount at the payment stage of your booking. Promotions codes can usually only be entered once, so please don’t test the code – it may only work once and we are unable to replace it.


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It’s easy to book online using a Customer Service Voucher or a Prize-Winner’s Voucher, simply click here. Make your booking and select ‘Pay by Voucher’ at the payment stage. If you prefer you can visit one of our Ticket Offices or call our Contact Centre and the team will make the booking and take the Voucher number for you. A booking fee may apply if you book at a Ticket Office or through our Contact Centre.


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Standard vehicle and foot tickets are refundable, excluding those paid in part or in full with Tesco Clubcard Boost tokens, minus a £5.00 cancellation fee if you cancel up to 24 hours before the outward departure of your scheduled sailing. You can also amend your bookings online, at any of our Ticket Offices and with our Contact Centre for free up to one hour before your scheduled sailing. Any increase in the ticket cost will need to be paid when amending.

Economy tickets are non-refundable, can be amended online for free but will be charged an amendment fee of £5.00 with our Ticket Offices and our Contact Centre. Any increase in ticket costs will need to be paid when amending.

If you have travelled outward and decide to change your return journey for any reason, you can call us up to 1hour before the scheduled sailing and we will amend with no amendment fee.

You can read our full Product Guide online here.


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There are several ways to pay that make booking with us easy.

Online bookings can be paid for using PayPal and credit and debit cards. Our Ticket Offices will accept cash and credit and debit cards and if you call our Contact Centre to pay we will accept credit and debit cards.

If you want to pay in part or in full using Tesco Clubcard Boost tokens you can book online using the special link from Tesco or by following the Tesco link in our Offers & Discounts section. Simply add your code in at the payment stage when requested. Tesco Clubcard Boost tokens cannot be accepted in our Ticket Offices.


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When you make a booking online or with our Contact Centre we will send an email with an e-ticket attached. You can either print the e-ticket off or show the QR code on the e-ticket on your device to our staff on arrival. If you make a booking at one of our Ticket Offices, you will be given a ticket to show the team at check in.

To make the process even easier we can also send a confirmation text to your mobile phone with a Booking Reference Number to give to our staff on arrival.


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Don’t worry! You can call our Contact Centre and we’ll find your booking and resend your e-ticket to you or if you can remember the booking reference number when you arrive at the terminal just tell our staff and we’ll check you in that way instead.


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You can call our Contact Centre and ask our staff to send your booking confirmation to your mobile phone if you prefer. Then when you arrive at the terminal, just show the screen to the check in staff.


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It’s important we know your correct vehicle size and type when booking as it may affect the ticket fare. The vehicle’s size is the true maximum length and height, including any tow-bars, overhanging items and roof loads (e.g. a top box or bicycles).

Take a look at our Vehicle Guides to see which vehicle type you should book.


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Let us know. If your vehicle is a different size to the vehicle booked or you just need to change the registration number, you can amend the details online for free. If you call our Contact Centre or visit our Ticket Office we will be happy to amend the booking but there may be an amendment fee.

Remember to check your vehicle size as there may be additional costs. Visit our Vehicle Size Guide for full details.


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That’s OK. If you’re booking online just add TBC in the Vehicle Registration field. You can update the details free of charge online when you find out.


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If you need to amend your sailing for any reason, it’s easy to do.

You can change your booking online up to an hour before your outward sailing time. Once the outward journey has been made you’ll need to contact us to make any changes to your return journey.

You can also use our Ticket Office or Contact Centre service if you prefer not to change your ticket online. To do this you’ll need to contact us at least an hour before your outward sailing. There is a £5.00 fee to change Economy tickets and no fee for standard tickets, foot passenger tickets or tickets that cannot be changed online.

If you change your sailing time or travel details then the new booking may cost more than your original ticket. Any increase in cost must be paid when you change your booking.

If you’ve booked your travel through a holiday provider, you must contact them directly to make any changes to your booking. However, if it is less than two hours till your sailing and your holiday provider is not available then we will do our best to help.

Any requested change is subject to space being available and the booking restrictions of your ticket.


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Our Standard Tickets can be cancelled up to 24 hours before the scheduled sailing time for a £5.00 cancellation fee. Our Economy Tickets and any tickets paid in part or in full with Tesco Clubcard Boost tokens can be cancelled but are non-refundable.

You can cancel online by logging in to your account, selecting the correct booking and clicking cancel. Or you can cancel by visiting one of our Ticket Offices or by calling our Contact Centre.


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Standard Tickets if cancelled up to 24 hours before the scheduled sailing time will be refunded less a £5.00 cancellation fee.

Our Economy Tickets and any Standard Tickets cancelled within 24hrs or tickets paid in full or in part with Tesco Clubcard Boost tokens are non-refundable.

Booking fees and amendment fees are non-refundable.

You can request your refund by completing our online form here or by contacting our Contact Centre with your Booking Reference Number.

Refunds can take up to 28 days to show on your bank statement.


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You must contact your holiday provider direct to make amendments to your travel arrangements. They will then contact us to authorise the amendments. If the amendment is within 2 hours of your scheduled sailing time, and your holiday provider is not available, we will do our best to help you make any requested changes subject to availability and restrictions. If there are any additional costs, payment will be required in full when amending before the booking can be secured.


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Check the email address you’re logging in with first. Did you register with another or previous email address? Remember, if you’re a Multilink Pass holder you must log in with the email address used to purchase the pass originally. As two people can register on a pass this may be someone else’s account.

Check your password next. If you want to, you can reset this by entering your email address only and then clicking on ‘Reset Password’. You’ll be emailed a link that lets you change the password.

If you’re a Multilink Pass holder or Season Ticket holder and you’re not sure you have an online account set-up yet you can complete the Set up your Multilink and Season Ticket online application form and we can check your account and get you started.


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Make the booking online as usual but when you get to ‘Step 3 – Your Details’ overwrite your name and contact details with the details of the person who is travelling. You’ll also need to change the email address so we can send the e-ticket to the correct person. Overwriting your details isn’t permanent, it’s only for the tickets you choose.


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Don’t worry! If you booked with us directly you can correct any errors by going online to ‘My Bookings’, select the correct booking and click ‘Modify’. Remember, changes to dates and times of bookings may be a higher fare and you will need to pay any differences before the booking can be secured.

If you prefer, you can complete the Booking Enquiry Form or you can call our Contact Centre and let us sort it out for you.


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There could be several reasons for this. It could be:

  • The sailing you want is full for the vehicle or passengers you are trying to book.
  • You are trying to book a ticket that has advance booking restrictions and the sailing has sold out of the ticket type.
  • If you’re trying to book through a special offer, the dates you are trying to book for may be excluded. Check the terms on the offer page to be sure.
  • You won’t be able to book a vehicle one way and a foot passenger the other on the same ticket. We can only book our tickets for vehicles or foot passengers, we can’t mix them up.
  • We may have taken the sailing off sale due to a cancellation.

If you’re still unsure visit one of our Ticket Offices or call our Contact Centre, we’ll be happy to answer your questions.


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Have you checked your junk or clutter folder? Some customers may need to add the @wightlink.co.uk address to their safe senders list to make sure our emails get past the junk mail filters.


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Children must be 12 or over to travel unaccompanied on our ferries and FastCats. If your child is under 12 then a responsible adult must be with them at all times.

We understand that sometimes you may need to drop younger children off or pick them up on the Island or mainland, so we offer an Escorted Child discount card.

Visit a Ticket Office to get a discount card and complete the application form. You’ll need to show the birth certificate of the child you travel with and provide a passport-sized photo for the accompanying adult.

Please read the rules on the form carefully to make sure it’s the right ticket for the journeys you make. Remember, you will need to be travelling with the child (either for your outward or return journey) and the discount can only be used to make a round trip on the next sailing.


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Some email servers may have settings that make it difficult to download your ticket. You can also get your ticket through our website.

Download your e-ticket from our website by logging in and selecting “My Bookings”. Choose the booking and select “view confirmation” and then “Get E-ticket”.


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Usually if a phone number is invalid it may be because the form of the telephone number is incorrect, or you are adding an international phone number that we don’t recognise.

Make sure you’ve included your full phone number and only used numbers.

If you’re using an international phone number you will need to look up the country calling code for your landline or mobile phone number. Add a + symbol and the country calling code to the start of your phone number and drop the first digit of your number.

For example the country calling code for France is 33 and you would enter the phone number as below:

Phone number: 02392 123456

French phone number: +332392 123456


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Browse FAQ

If you've any questions relating to your booking, crossing, or about the Isle of Wight in general, then you've come to the right place.

Choose from the sections below to answer your query.


Low vehicles (LV)

Up to 5.00m long
Up to 2.24m high
Cars, small vans and any other vehicle up to 5m long
high vehicles isle of wight

High vehicles (HV)

Up to 5.00m long
Over 2.24m to 4.2m high
Cars, small vans and any other vehicle up to 5m long
high vehicles isle of wight

Low passenger vehicles (LP)

5.01m to 15m long
Up to 2.24m high
Longer cars, pick-ups built on a car chassis, passenger vehicles with up to 7 seats and specially adapted disabled vehicles, 5.01m to 15m long.
low passenger vehicles isle of wight

High passenger vehicles (HP)

5.01m to 15m long
Over 2.24m to 4.2m high
Longer cars, pick-ups built on a car chassis, passenger vehicles with up to 7 seats and specially adapted disabled vehicles, 5.01m to 15m long.
high passenger vehicles isle of wight high passenger vehicles isle of wight

Low motorhome (LM)

Recreational vehicle 5.01m to 15m long
Up to 2.24m high.
Recreational vehicles built or adapted for sleeping which include fitted seating and kitchen facilities.
low motorhome vehicles isle of wight

High motorhome (HM)

Recreational vehicle 5.01m to 15m long
Up to 4.2m high.
Recreational vehicles built or adapted for sleeping which include fitted seating and kitchen facilities.
high motorhome vehicles isle of wight

Low commercial vehicles (LF)

Commercial vehicle 5.01m to 7m long
Up to 2.24m high
Vans, pick-ups, trucks and other goods vehicles designed to carry heavy loads 5.1m and longer and have not been specifically constructed or adapted for the carriage of passengers.
high passenger vehicles isle of wight

High commercial vehicles (HF)

Commercial vehicle 5.01m to 7m long
Over 2.24m to 4.2m high
Vans, pick-ups, trucks and other goods vehicles designed to carry heavy loads 5.1m and longer and have not been specifically constructed or adapted for the carriage of passengers.
high passenger vehicles isle of wight

Freight rigid (FR)

Freight vehicle 7.01m to 12m long
Up to 4.2m high.
Single chassis freight vehicles designed to carry heavy loads.
low freight vehicles isle of wight

Freight artic (FA)

Freight vehicle over 12m to 19m long
Up to 4.2m high.
Tractor-trailer freight vehicle up to 44 tonne GVWR with a split chassis or separate unit designed to carry heavy loads.
high freight vehicles isle of wight

Minibus (MINI)

Passenger vehicles 5.01m to 8m long
Over 2.24m to 4.2m high
Passenger vehicles with 8-17 seats.
high passenger vehicles isle of wight

Coaches

Because we need to know additional information for coach bookings such as loaded and empty passenger numbers, please visit our Coach page to make your booking
high passenger vehicles isle of wight

Motorcycle/trike/quad (MC)

Vehicles up to 3.5m long.
Motorcycles, Motorcycles with sidecars, three or four wheeled personal powered tricycle, TWIZY or quad bike up to 3.5m long.
low freight vehicles isle of wight

Bicycles and mobility scooters

Mobility Scooters must be battery powered.
Electric bikes must retain the ability to be pedalled by the rider.
Pushbikes, e-bikes and battery powered Mobility scooters travel free of charge when a customer purchases a foot passenger ticket.
No need to book separately.
high freight vehicles isle of wight