How can we help you today?
Before reaching out to our teams, why not check out our frequently asked questions:
View our FAQs
Email us at: email@example.com - Please note, our enquiries mailbox is currently very busy. Our team is working through each query; however, we are aware it may take much longer than usual to respond to you. If you have already checked our website FAQs for support and your query is urgent, please contact our Customer Engagement Centre on the details provided above. We apologise for this inconvenience - and thank you for your patience.
Want to keep up to date with the latest Service information? Follow us on Twitter @CalMac_Updates and tweet our social media team with your questions, available from 8:00 a.m. to 8:00 p.m. 7 days a week.
Keep up to date with the latest service information on our Service Status & Info section.
Customer Engagement Centre Opening Hours
From 23 October 2023
Our Customer Engagement Centre opening hours have changed for the winter period:
Monday to Friday 7:00 a.m. - 7:00 p.m.
Saturday and Sunday 8:00 a.m. - 7:00 p.m.
Require a refund? Refunds, amendments and cancellations can be processed through our customer engagement centre. Amendments to your booking can also be done via your online account through our booking platform.
If your sailing has been disrupted, find out what you are entitled to and how to claim in our Passenger Rights section.
Suggestions and Feedback
Tell us if you have received great service or would like to send us a suggestion through our suggestions and feedback online form .
We value your feedback and always welcome your comments.
Caledonian MacBrayne is proud to carry in excess of 5 million passengers a year and sail to some of the most beautiful destinations in Scotland. We have a tradition of implementing ideas suggested by our customers and we recognise that every customer's experience is unique.
We would love to hear from if you enjoyed your journey with us or you wish to provide feedback on our service. Your feedback will contribute to the ongoing review and development of our services.
We want to know if for any reason our service failed to meet your expectations. Please speak to one of our crew or port staff, at your earliest opportunity, to discuss your concerns.
If you are unable to provide feedback locally, or for any reason are not satisfied with the response you receive, please contact us by
e-mailing us at firstname.lastname@example.org
Telephone on 0800 066 5000 or +44 1475 650 397 (for international customers)
Writing to Customer Care, Caledonian MacBrayne, Ferry Terminal, Gourock, PA19 1QP
All formal complaints will be acknowledged within five working days of receipt and replied to within 21 working days of its acknowledgement. If it is not possible to respond fully to your complaint within 21 working days, you will be informed in writing at that point of the reasons for delay and the likely timescale for a resolution.
CalMac welcomes the opportunity to work with contactSCOTLAND that enables our customers with hearing impairments connect to us in a more inclusive format.
BSL users can contact us via contactSCOTLAND-BSL, the on-line British Sign Language video relay interpreting service. Find out more on the contactSCOTLAND website.
Customers simply follow the instructions on the contactSCOTLAND website to down load the app and then through the interpretation service, communicate with CalMac to find out timetable information, buy tickets and more about our journeys
We hope that customers find this service useful and should you have any feedback on this please send this to email@example.com