HELP CENTRE

What are the refund/exchange policies in light of the current situation?

Updated 29/06/2021

If you're unsure about your travel plans for any reason, rest assured, we’ll keep the cost of your ticket as a credit voucher if you're due to travel up to and including 16th July 2021. You can rebook and travel until the 30th September 2022. Find out more here

Where passenger services are cancelled/route closed, or a countries border is closed, all ticket types will be eligible for a refund.

While we understand the continued uncertainty around the situation, we can only refund those with non-refundable tickets if we cancel our services, or if we are stopped from running our passenger services (e.g a government authority says we cannot run our services/closes the border) or if a country is on the current UK 'banned travel' red list).

From 17 May the rules for returning to England will change. Check the Red, amber and green list rules for entering England to see how this might affect you travel plans. 

Travel to/from countries on the current UK Amber list is not considered a border closure, for guidance on how to change your bookings a result of amber list rules restricting your travel plans please see: Credit Note Future Travel | Covid-19 | P&O Ferries

We continue to follow government and maritime legislation and while we may not be able to refund you, your travel insurance or credit card provider may have other rights to refund you could consider.

 


Our phone lines are currently very busy

Due to the recent UK and EU government announcements regarding changes to COVID-19 travel restrictions, we are currently dealing with an unprecedented number of calls to our contact centre team.

We kindly ask that in order to gain answers to your travel queries quicker, please first consider using our Help Centre above to find the latest travel requirements, entry rules and testing information needed prior to your departure.

If you wish to speak to an advisor regarding your booking, any amendments or cancellations you can contact us via the methods below. If your query relates to travel in more than 7 days time, please try contacting us again closer to your travel date. We’re working hard to assist those with immediate travel requirements. We thank you for your co-operation and patience at this busy time.

Post

If you do prefer to contact us in writing, our postal adress is:

P&O Ferries
Channel House
Channel View Road
Dover
CT17 9TJ
UNITED KINGDOM

Email

Please send any questions or comments to: help@poferries.com or submit an enquiry.

Phone

Contact our call centre on 01304 44 88 88 between 09:00 and 17:00 Monday to Friday.

Service information

For the latest information on your sailing please visit our sailing update page.

Travel information

Check out our travel information pages for the latest information on arriving at the port, travelling with us and planning your ferry crossing.

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Timetables

Take your first step to booking your next holiday by checking out our ferry timetables.

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