Ferry disruption and compensation

What if my ferry is delayed or cancelled?

Wightlink works hard to run a reliable service. When problems do occur, we do our best to minimise the impact on our customers. If you have a booking with us and your sailing is cancelled or delayed by more than 90 minutes you can choose one of the following options.

  • Re-book for travel within the next seven days

  • Wait for next available sailing

  • Decide not to travel and have a full 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 price paid for that crossing.
  • Over 120 minutes, you can claim 50% of the price paid for that crossing.

Compensation claims must be made using our compensation 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 (15 minutes for foot passengers).

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.

Other exemptions apply, and are detailed in the EU Regulation [EC] no 1177/2010 ‘the rights of passengers when travelling by sea and inland waterways’ detailed in our Terms & Conditions.

Download our leaflet for more information.

Looking after you

Compensation form

Please complete the compensation form on our Contact Us page to apply for compensation.

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