Ferry disruption & compensation

We will keep you informed
If your sailing is delayed or cancelled, we will let you know within 30 minutes of your scheduled departure time.
If your departure is delayed by more than 90 minutes or your sailing is cancelled you can…

  • Take a comparable sailing at no extra cost; or
  • Have a refund.

Compensation for delayed arrivals
If the arrival of your sailing is delayed by…

  • Less than 60 minutes, no compensation is payable.
  • Between 60 and 120 minutes, you can claim 25% of the fare paid for that crossing.
  • Over 120 minutes, you can claim 50% of the fare paid for that crossing.
  • Compensation claims must be made on this form. Wightlink will pay compensation within 30 days of receipt.

Refreshments
If your sailing is delayed by…

  • More than 90 minutes we will offer you a drink.
  • More than four hours, a light snack
  • More than eight hours, a hot meal.

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

Compensation exemptions
To qualify for compensation, you must be booked on a particular sailing, or have a season ticket, and must have checked in at least 30 minutes before your booked sailing. Other exemptions apply, and are detailed in the EU legislation referred to below.

Compensation is not payable when…

  • Weather and/or sea conditions endanger the safe operation of the ferry.
  • Other circumstances beyond Wightlink’s control cause the delay or cancellation. These include restrictions placed by the Queen’s Harbour Master.

Feedback and further information
If you have any comments about Wightlink or its services, please complete our online contact form or contact Customer Relations, Wightlink, Gunwharf Road, Portsmouth PO1 2LA.
The processes described on this page are compliant with EU Regulation [EC] No 1177/2010 ‘the rights of passengers when travelling by sea and inland waterways’. Please click here for a summary.

If you feel you are entitled to compensation under this legislation, please complete the form below.
Accepting vouchers as compensation will add a 10% premium to any payment due.


Please complete the form below to apply for compensation.

Unsure if you’re entitled to claim compensation? Find out more here.

Please note that if you booked your tickets through a holiday provider, you should make your request directly to them.

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Your Details

Title
First name
Surname
Email
Booking reference number
House number/name & street

Town/City
Postcode
Country
Telephone number

Travel information

Date of delay/cancellation
Actual sailing time
Actual arrival time
Delay length
I was also diverted to another route
 Yes
I did not travel because of disruption and would like a refund for the unused ticket portion/s
 Yes

Compensation

How would you like to receive your compensation?

 I wish to receive 10% premium on my compensation and have this paid in Wightlink vouchers (valid 12 months, not valid for 3rd party products). I wish to forgo my 10% compensation premium and would like a refund instead (please note refund will normally be returned to the payment account for your booking).

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Additional comments
Please leave this field empty.

Book your ferry ticket

Passenger details

vehicle
foot
single
return

Route details