FAQs 

Online booking

Quick answers to frequently asked questions about booking online including:

Making a reservation
Payment and security
Before travelling
When you travel
Customer information

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Travelling with Pets

Can I take my dog?

Pets are welcome on board and travel FREE OF CHARGE. For health, hygiene and safety reasons we would ask that passengers observe our guidelines.

Passengers are advised that they are solely responsible for the welfare and conduct of their pets, and in particular dogs, whilst in terminal areas and on board.

More about Travelling with Pets

Checking In

If I'm late will I still get on?

The times shown at the top of each timetable are the times when passenger and vehicle check in closes. Late vehicle check in will result in space being reallocated and may lead to the vehicle being refused carriage.

Passengers are required to observe boarding times in order that safety procedures can be carried out.

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Travel Insurance

Do I need travel insurance?

Passengers are strongly advised to consider insuring themselves against costs which may be incurred through delays, cancellations etc. Examples of this may include, but are not limited to, accommodation costs or travel by an alternative form of transportation.

The Company does not accept liability for any loss, costs or expenses incurred by passengers in the event of the delay, diversion or cancellation of a sailing.

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Service Status

Is my sailing on time?

Use our Service Status table for up to date information on any disruptions or cancellations to our ferry services.

You can also get service information direct to your mobile phone with our iPhone App or by texting route codes to receive single or subscription text updates.

More about Service Status

Lost Tickets

I've lost my ticket, what do I do?

Passengers must be in possession of valid tickets at the time of travel and must be prepared to produce them when required. CalMac will not replace lost, stolen, or mislaid tickets.

In such circumstances passengers must purchase replacement tickets. If the lost tickets are subsequently found and returned to Customer Care in Gourock then a full refund less an administrative charge will be paid.

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Refunds

What is your refund policy?

Consideration will be given to all applications for refund in respect of unused refundable tickets returned to our Customer Care Department. Refunds will not be given on expired tickets.

Refunds on partially used refundable tickets are calculated on the basis of the fare paid minus the number of journeys taken, charged at the full single fare.

More about Refunds

Connecting Services

What if my journey is delayed?

Many journeys involve using more than one mode of transport. Take care when planning your journey – especially if you’re intending to catch the last connecting service of the day. Be realistic about how much time you leave to make connections allowing for unexpected delays.

There can be traffic delays, rail services can be amended at weekends and ferries are often affected by bad weather. Always check for road works or possible service disruption before setting off.

More about Connecting Services

Assistance Boarding

Can I get help boarding the ferry?

When practicable, assistance embarking or disembarking the ship will be available wherever requested e.g. through use of hazard warning lights on arrival at the car marshalling area. Elderly or infirm passengers and parents travelling with young children who require assistance to take luggage up and down the gangway, should ask a member of staff for help.

Please advise at the time of booking and when checking in at marshalling areas or terminals, of any special requirements you may have (e.g. use of lifts/wheelchairs).

More about Assistance Boarding