Passenger Assistance

Can I get help boarding the ferry?

We work hard to meet the needs of all of our passengers, including those with reduced mobility, those in wheelchairs and passengers (travelling with young children) who require assistance to take luggage up and down the gangway. 

Information for passengers who require assistance

Visually impaired passengers
We are pleased to be able to offer the following publications in braille and audio formats.  If you require any of these, please contact our Passenger Assistance team who will be happy to send these to you.

Passenger Welfare leaflet braille format
Passenger Welfare leaflet audio format

Call: 0800 066 5000 (option 4)
Email: assistanceteam@calmac.co.uk

Travelling with Pets

Can I take my dog?

Pets are welcome on board and travel FREE OF CHARGE.

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.

More about Checking In

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.

More about Travel Insurance

Passenger Welfare

Guide to passenger welfare

Your guide to passenger welfare - find out what you may be entitled to in the event of a disruption or cancellation to your sailing. View

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.

More about Lost Tickets

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 roadworks or possible service disruption before setting off.

More about Connecting Services

FAQ's

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

Clicking on the link will open a new window in your browser.

Click for FAQ's