Customers FAQs – Commercial block bookings

What changes are being introduced for block booking customers?

The changes being introduced are to block booking terms and conditions and to the monitoring of block booking utilisation.

This means there will be:

• An introduction of a 100% no-show fee if bookings are not cancelled before check-in closes.
• Strengthened expectations for cancellations and amendments.
• All purchase order numbers or vehicle registrations will need to be added to your booking. To do this, please contact the port of departure before travel with the relevant details and we will be happy to assist you. 

If I'm running late, and I miss my check in time will this be recorded as a no-show? 

Yes. Check-in times must be adhered to, late check in may lead to the vehicle being refused carriage and recorded as a no-show, which will incur a 100% charge. Check-in times can be found on our timetable pages or your booking confirmation. Please ensure you email the port before check-in closes to avoid being charged a no-show fee.  

What if my vehicles are out of position due to weather/technical disruption, for example my Brodick sailing was cancelled and therefore I cannot use my Ardrossan sailing? 

In a scenario like this, it’s important that you send an email to the port that the return leg is not required. This helps ensure that any return bookings are not cancelled in error, especially if you have multiple vehicles travelling at different times throughout the day. 

What happens if I can’t get through to my local port office to cancel my booking? 

If an email has been received before check-in closes you will not be charged a no-show fee. 

Can I phone to cancel my booking?  

No, any cancellations must be made by email to the port.

Is this a discretionary charge or fixed?

This no-show charge will be invoiced in full and will not be subject to removal or dispute unless the customer can provide written evidence in the form of an email sent prior to check-in closure that the relevant port was contacted to cancel or amend the booking. Verbal notifications or communications made after the check-in closure time will not be accepted as valid grounds for dispute.

Are amendments free of charge?

Yes, amendments remain free of charge. Amendments must be processed prior to check-in closing.

Will cancelled space be held for commercial customers?

No, freed up space will be made available to all customers to ensure fairness.

What if I’m moved to a different sailing due to disruption and it is not suitable? 

You must inform us immediately if the alternative sailing is not suitable. If this booking is not cancelled before check-in closes, the same no-show charges will apply.

Will there be an online self-service system?

This is planned for future development, when we have an update on timescales, we will let you know.

What happens with repeated late cancellations?

We understand occasional delays happen. However, persistent late cancellations may lead to a review of your utilisation and potential removal of associated block bookings.

Can I transfer a block booking to another business?

No, block bookings are for the named account holder only and cannot be transferred or given to another customer. Use by subcontractors is only permitted if agreed in advance with us and confirmed by the port of departure. Failure to comply with this condition will constitute misuse of the block booking service and may result in the removal of all block bookings and refusal of future access to the block booking service.

Will compensation be offered for cancellations made by Caledonian MacBrayne? 

No, there is currently no commercial customer compensation scheme.