Popular topics in My trip

Accessible travel

I may need some extra help to travel, what should I do?

If you need assistance getting on board or extra space when parking for wheelchairs, for example, call us at least 48 hours before you plan to travel and we will do our best to help. We need to assess your needs and make sure we can accommodate them on your chosen sailing or, if necessary, recommend an alternative sailing.

If we are unable to assist you, we may ask that you bring someone with you to help. If this happens your companion can travel for free.

When you arrive at our port let our staff know you have access needs so they can make their colleagues on board aware.

You can book Accessible Travel and Customer Assistance here or call us on 0800 093 8236 (Mon-Fri 8am-8pm or Sat & Sun 9am-6pm).

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Can you supply a wheelchair?

We do have wheelchairs available to use while travelling with Wightlink but to ensure it is available you must call 48 hours before travelling to advise us.

You can book the wheelchair through our Accessible Travel and Customer Assistance here or call us on 0800 093 8236 (Mon-Fri 8am-8pm or Sat & Sun 9am-6pm).

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I’m hard of hearing, do you have induction loops?

All our terminals have an Induction Loop facility.

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I have a Blue Badge; do I get travel assistance automatically?

No. The Blue Badge scheme is only a discount on our ticket prices. If you need travel assistance you must advise us at least 48 hours before travelling to make sure we can accommodate your needs on your chosen sailing.

You can book Accessible Travel and Customer Assistance here or call us on 0800 093 8236 (Mon-Fri 8am-8pm or Sat & Sun 9am-6pm).

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Are mobility scooters allowed on the ferries?

Yes, they are. Our gangways are wide enough for mobility scooters and there is no extra charge to take them on-board. However, we would recommend checking before travelling on our FastCats between Portsmouth Harbour and Ryde Pier Head as sometimes we need to move our berth and on these occasions Mobility Scooters cannot cross the gangway.

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Are there lifts on board?

There are lifts on all our car ferries but we would advise you to check before travelling if you must use the lift as they are sometimes unavailable if we are carrying out maintenance.

If you need lift access you must call and book this at least 48 hours before you plan to travel. We need to assess your needs and make sure we can accommodate them on your chosen sailing or, if necessary, recommend an alternative sailing.

You can book Accessible Travel and Customer Assistance here or call us on 0800 093 8236 (Mon-Fri 8am-8pm or Sat & Sun 9am-6pm).

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Can I get travel assistance at the port and on the ferry?

If you need assistance getting on board or extra space when parking for wheelchairs for example call us at least 48 hours before you plan to travel and we will do our best to help. We need to assess your needs and make sure we can accommodate them on your chosen sailing or, if necessary, recommend an alternative sailing.

If we are unable to assist you, we may ask that you bring someone with you to help. If this happens your companion can travel for free.

When you arrive at our port let our staff know you have access needs so they can make their colleagues on board aware.

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After your trip

What do I do if I have lost property on board?

Don’t worry, we’ll do our best to find it. Fill in our Lost Property form online and we will get it back to you as soon as possible.

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How do I give you my feedback?

We love hearing our customers’ suggestions and comments. We continually use the feedback to improve our services. Fill in the Feedback form and our team will respond as quickly as possible.

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Explore the island

What’s on the Isle of Wight?

There is so much to do on the Isle of Wight. For all the details you can visit our website and click on our ‘Do’ section.  This will also give you information on Tourist Information Points and you can even download our Wightlife magazine app for everything you need in one place.

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Can I buy Isle of Wight attraction tickets from Wightlink?

You can buy some Isle of Wight attraction tickets through the Wightlink website. When you book your ferry online you will be given the option of purchasing extras. Just select the attraction and the number of tickets.

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How will I receive the attraction tickets?

Once you’ve paid for your ferry travel and the attraction tickets you will be sent a confirmation email with your e-tickets attached. You must print off all the tickets as they will need to be presented at each attraction.

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What do I need to give to the attraction when I arrive?

You will just need to hand over your printed attraction ticket to gain entry. Have fun!

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How long are the attraction tickets valid for?

Attraction tickets are valid for one entry, on your chosen day, for the duration of your stay on the Island.

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What’s the best way of getting around the Isle of Wight?

Travelling around the Island couldn’t be easier and there are a range of options to help you cover every inch of its 23×13 miles! For all the ways to get around simply visit Getting Around.

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Facilities at the port

What facilities are at the port?

All our ports have comfortable seating areas, toilets with baby changing facilities, disabled toilets and either a Costa or Costa Express.

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Where are your ports?

We have four car ferry ports, Portsmouth Gunwharf to Fishbourne (Isle of Wight) and Lymington to Yarmouth (Isle of Wight). Our FastCat service runs from Portsmouth Harbour to Ryde Pier Head (Isle of Wight).

You can reach all our ports by vehicle, foot and public transport. For full details, you can visit our Routes and Destinations page.

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What time do I need to arrive at the port?

If you’re travelling by foot you need to arrive at least 15 minutes before your scheduled sailing with a valid ticket. If you have a Disabled or Accessible Travel foot ticket you will need to arrive 30 minutes before your sailing.

If you’re driving, you need to arrive at the port between 30 and 60 minutes before your scheduled sailing, even if we are experiencing delays.

If you have a Wightlink Pass of any type or have a discounted ticket you need to make sure you have photo ID available if requested.

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Are there car parks at your ports?

There are car parks at all our ports excluding Yarmouth and Portsmouth Harbour. Yarmouth has a large public car park 5 minutes’ walk from the port and Portsmouth Harbour is 15 mins walk from our Gunwharf Car Park (opposite the car ferry terminal).

The car parks at Gunwharf and Lymington are managed independently by Smart Parking. Customers have the first 20 minutes free to drop off but must buy a ticket if staying longer than this.

You can pay for your parking of up to three days using the RingGo app on your phone, meaning you no longer need to put tickets on your windscreen. You can even extend your session through your phone if you plan on staying a little longer.

Alternatively, you can use the designated ticket machines in the car parks to pay with either card or cash for up to 24 hours parking. Only customers purchasing parking for more than 24 hours with a credit or debit card or cash will be able to do so at a Wightlink Ticket Office.

Ryde Pier Head and Fishbourne parking is pay and display.

Parking spaces cannot be reserved. Our Routes & Destinations guide will give you full details.

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Are there taxis near your ports?

Taxis are usually outside our FastCat port and all our Ticket Offices have numbers of local taxi firms. Just ask a member of our team.

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Is there somewhere to store my luggage at your ports?

No. For security reasons, we are unable to offer any storage facilities at our ports. However, there are independent short and long term storage units on the Island and mainland.

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Facilities on the ferry

Can I take my bike on board?

Yes, you can. Bikes are free of charge to take on board when you buy a foot passenger ticket. You can now book in advance as a foot passenger with a bike, this is recommended during busy times of the year.

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Can I stay in my vehicle during the crossing?

No. For safety reasons all passengers must leave their vehicles and make their way to the lounges or open decks.

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What facilities are on board?

Our vehicle vessels and FastCats have comfortable lounges, outside seating, toilets with baby changing facilities and disabled toilets. FastCats do not have disabled toilets.

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Is there internet access on board?

Our vehicle ferries and FastCats don’t have access currently but we’re working on it. Our Portsmouth Harbour, Ryde Pier Head and Portsmouth Car Ferry terminal do have customer WiFi.

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Are there cash dispensers on board?

No but we do accept card payments in all our facilities.

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Can I smoke on board?

No, Wightlink is now a smoke-free service, including all e-cigarettes.

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Are there any goods I can’t take on board?

While certain substances are allowed on board passenger vessels, others are restricted. Our vessels are limited in what we can carry by the IMDG (International Maritime Dangerous Goods) Code. Some restricted/dangerous goods including, but not limited to, petrol, canisters, gas bottles and empty container used for carrying dangerous goods can only be carried on certain sailings. See Restricted/Dangerous Goods for more information.

Please call our Restricted/Dangerous Goods Office for further details at least 24 hours before your scheduled sailing.

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Are there lifts on board?

There are lifts on all our car ferries but we would advise you to check before travelling if you must use the lift as they are sometimes unavailable if we are carrying out maintenance.

If you need lift access you must call and book this at least 48 hours before you plan to travel. We need to assess your needs and make sure we can accommodate them on your chosen sailing or, if necessary, recommend an alternative sailing.

You can book Accessible Travel and Customer Assistance here or call us on 0800 093 8236 (Mon-Fri 8am-8pm or Sat & Sun 9am-6pm).

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Is there a maximum luggage allowance?

There’s no limit to luggage on board, however, if you are travelling by foot you must be able to carry your luggage as staff will not be able to assist. If you’re in a vehicle you can leave your luggage in the vehicle during the crossing. Remember to take what you need when leaving your vehicle as we will not allow passengers back on the car decks whilst the vessel is sailing.

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Pets

What areas can I take my pet into on the ferry?

Pets are only allowed to travel in our Pet Friendly areas on board our car ferries. Pets are allowed in all areas on our FastCats. Registered guide dogs are permitted in all passenger lounges.

If you’re not sure where our Pet Friendly areas are when you’re on board, please speak to a member of our team who will be happy to show you.

Please remember, pets are not allowed on any seats, even in the Pet Friendly areas.

For more information on travelling with your pet, please click here.

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Can I stay in my car with my pet?

No, customers are not allowed to remain on the car decks during the crossing.

If you’re pet doesn’t like crowds or becomes distressed or aggressive during the crossing, a member of our team will direct you to a quiet outside deck or isolated stairway where you and your pet can remain until you’ve reached your destination or until your pet has calmed down.

If our team feel your pet is causing a disturbance or may pose a risk to other customers we will ask you to remain in an isolated area until the ship has berthed ready for disembarkation.

For more information on travelling with your pet, please click here.

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What can I do with my dog on the Island?

There are many things to see and do with your dog on the Isle of Wight and many of the Island attractions are happy to let dogs in. For dog friendly details visit our blog.

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Can I travel with my pet?

All Wightlink vessels are pet friendly, allow pets to travel for free and don’t need to be booked in advance. We do ask that all pets are secured in a suitable container or restrained in an appropriate way at all times. We would prefer that pets remain in vehicles with suitable water and ventilation but understand if this is not always possible.

We have pet friendly areas that are clearly marked and these are to be used by all passengers travelling with pets. For the comfort and convenience of other passengers no pets are allowed on any of our seats.

Pets are not allowed in any of our retail outlets.

Owners are responsible for ensuring all pets are well behaved on board and all toilets are the owner’s responsibility to clean up.

For more information on travelling with your pet, please click here.

Registered guide dogs are permitted in all passenger lounges and retail outlets.

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Can I walk my dog before I board the vessel?

Of course, we do not provide walking or toilet areas for pets but you can walk in passenger areas. However, if your dog does go to the toilet in the terminal or on board it is the owners responsibility to clean up.

For more information on travelling with your pet, please click here.

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Travel times and cancellations

What happens if I’m late and miss my ferry?

If you arrive up to 2 hours after your scheduled sailing we will do our best to get you on the next available sailing, but you may have to wait some time.

If you arrive over 2 hours after your scheduled sailing you can make a revision to your booking, subject to availability and costs, up to 23.59 the same day. If there is no availability and you decide to travel on a subsequent day, you will need to buy a new ticket and we will be unable to refund your previous ticket.

If you are en route and think you might miss your sailing let us know, if it is safe to do so, at least one hour before your scheduled sailing time and we may be able to amend your booking for you.

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Are the ferries running on time and how will you notify me of delays or cancellations?

Normally we will 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 will then send you the 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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What happens if my sailing is delayed or cancelled?

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 cost back as compensation. You can’t claim compensation if you didn’t arrive or check in 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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How will you notify me if my sailing is delayed or cancelled?

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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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, below. 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.

Compensation form

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
Please leave this field empty.
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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