Am I entitled to a refund if my booking is disrupted and I now need to travel to/from a different port?

If your sailing is disrupted for any reason and, as a result, your journey is re-routed and you incur additional mileage costs, we will reimburse mileage and the difference of the ticket price in line with the following parameters:

• If the departure port is changed - up to a maximum of 63 miles.
• If the arrival port is changed - up to a maximum of 63 miles.
• 63 miles applies to each end of the re-routed journey and cannot be added together to create a mileage allowance of 126 miles.
• If additional mileage incurred exceeds these limits and the reason for the disruption is something other than weather, your claim will be considered based on the circumstances of the disruption.
• In calculating additional costs incurred, we will take into account:
  • the price of the original ticket.
  • the price of the ticket for the re-routed journey.
  • any refund already given/due for any difference in ticket price.
  • extra mileage costs as a result of being re-routed.
• Passengers travelling in a vehicle for which a commercial vehicle/coach ticket has been issued, are not entitled to reimbursement for additional mileage costs incurred as a result of being re-routed, as these transactions are outside the provision of The Merchant Shipping (Passengers' Rights) (Amendment etc.) (EU Exit) Regulations 2019.
• Port and ship's staff cannot reimburse you for these costs.

Additional mileage costs incurred will not be reimbursed for routes for which there is not an alternative Caledonian MacBrayne ferry service, resulting in passenger receiving a refund for their unused ticket and driving round i.e. Mallaig – Armadale or Portavadie – Tarbert. Please read our customer update for guidance on Gourock-Dunoon

How to claim

We will reimburse your mileage costs, as detailed above, when the following are sent to our Customer team at Gourock within 2 months of the date of the disrupted journey:

• your ticket purchase receipt confirming intention to travel.
• details of the road journey made resulting in the additional mileage incurred including start and end postcodes.
• a valid completed  Passenger Rights Claim Form.