Ferry disruption & compensation

Dear Customer

You’ve received an email or a text advising you of a delay or a change of time and/or port for your booked sailing.

The below information will help you when claiming compensation.

Do I qualify for compensation?

In order 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 scheduled departure when travelling by vehicle (unless otherwise advised by Wightlink) or 15 minutes by foot. Under EU Legislation there are two exemptions when compensations will not be paid.

  • Extreme weather – occasionally weather and/or sea conditions are such that they endanger the safe operation of the ship.
  • Exceptional circumstances – other circumstances beyond Wightlink’s control may be the cause of cancellation or delay.

These include but are not limited to:

  • Harbour movements and regulatory inspections
  • Lower than predicted tides
  • Broken down vehicles
  • Medical emergencies
  • Obstruction to the ship, infrastructure or passage by a third party

For compensation to be paid to you, please check who your booking was made with as bookings made through a third party cannot be compensated directly by Wightlink.

I Booked Directly with Wightlink – Car or foot

If you booked directly with Wightlink using our website, through our Contact Centre or at one of our ticket offices, you may be able to claim –

  • 25% of the fare paid for that crossing if the arrival of your sailing is delayed between 60 and 120 minutes.
  • 50% of the fare for that crossing if the arrival of your sailing is delayed over 120 minutes.
  • You can also claim a mileage allowance for your vehicle of £26.28 if you were diverted to another one of our ports.

If you prefer to receive your compensation in travel vouchers, we will add a 10% premium to your compensation, just tick the box at the bottom of the claim form.

I booked Directly with Wightlink Using my Multilink Pass

If you travelled using a Multilink pass you can choose to receive the journey back to your pass.

When claiming compensation, you must include your booking reference number and Multilink pass number to ensure we can process your claim as quickly as possible. To claim your compensation, please complete this form.

I Booked Directly with Wightlink – Coach or Freight

Please contact B2Bcompensation@wightlink.co.uk

I Booked with a Third Party

Sorry, but if you booked with a holiday company or an accommodation partner and not directly with Wightlink, you’ll have to contact the holiday company or accommodation provider directly to claim your compensation. If you’re not sure who to contact, please email us using our Bookings Enquiry Form and we will be happy to advise you.

We’re unable to compensate you directly as we’re obliged to compensate the company that paid us for the journey.

When Will My Compensation Be Paid?

For customers that cancelled their journey with Wightlink because of delays or disruption, and booked directly with Wightlink, refunds will be processed within 7 days.

Compensation claims for delays and mileage will be paid within 30 days of receipt of the claim.

In some situations, we may ask you to complete a BACs form to arrange compensation, for example if you paid for your ferry travel using Tesco Clubcard Boost tokens or at one of our ticket offices.

If you have any further queries, please call us on 0333 999 7333, we’re open 8am-8pm Mon-Fri and 9am-6pm Sat & Sun.

Kind regards

The Wightlink team


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.

= required field

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).

Optional

Additional comments (max 3,500 characters)
Please leave this field empty.

Please select an outbound route

Please select an outbound date

Please select an outbound time

Please select a return route

Please select a return date

Please select a return time

Please select how you will be travelling

You must select a vehicle length

You must select a vehicle height

What size is my vehicle?

How many passengers are in this vehicle?

Please select at least one passenger

Find out the size of your vehicle by entering your registration number

At this time, this feature is only available for cars and vans

Registration number

E.g CU57ABC
Without any roofboxes, towbars, bicycle racks or trailers your vehicle should be:
Vehicle length

Vehicle height

Please note: vehicle size data is taken from a third party database and is provided here as a guide. As some vehicles may vary from the designed specifications, please ensure that the measurements are correct before booking.

Wrong details? Please click here to enter your vehicle sizes manually

Your vehicle registration number could not be found

Choose your vehicle size manually here, you can find your vehicle height and width at Parkers.

Without any roofboxes, towbars, bicycle racks or trailers your vehicle should be:
Vehicle length

Vehicle height

Please note: vehicle size data is taken from a third party database and is provided here as a guide. As some vehicles may vary from the designed specifications, please ensure that the measurements are correct before booking.

Wrong details? Please click here to enter your vehicle sizes manually

Is there anything on your vehicle which makes it longer or higher than the dimensions shown here, such as a bike rack, towbar or roof box, but excluding a trailer or caravan?

Does your vehicle have a trailer or caravan?

Please select which type of vehicle you have

Below you will find all other vehicle types with some information around their size.
We recommend that you measure your vehicle before booking

Dangerous goods (including compressed gas etc. used for medical purposes) must be declared at least 24 hours before travel.

Camping gas canisters must be declared when you arrive at the port.

Please measure your motorcycle from your front wheel to the rear of your bike, including any extras which make the vehicle longer or taller such as a bike rack, towbar or roof box, but excluding a trailer or caravan.
Please measure your vehicle from your front bumper to the rear of your car, and from the bottom of your tyres to the roof of your car, including any extras which make the vehicle longer or taller such as a bike rack, towbar or roof box, but excluding a trailer or caravan.

What is the length and height of the vehicle?

Does your vehicle have a trailer or caravan?

This information will be added to your booking