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FAQs for credit account holders - a customer who has access to credit terms which allows them 30 days after the first date of travel to make payment. Credit account holders are coach and Free Independent Travellers (FIT Travel).
Who do I contact to book a coach over six metres?
Please contact our dedicated National Accounts team who can book coaches over six metres.
Call +44 1475 650355 or email nationalaccounts@calmac.co.uk to make a coach reservation.
I have a coach under six metres, how do I make a booking?
Please contact our dedicated National Accounts team who can book coaches under six metres.
Call +44 1475 650355 or email nationalaccounts@calmac.co.uk to make a coach reservation.
I have a Free Independent Traveller (FIT) vehicle; how do I make a booking?
Please contact our dedicated National Accounts team who can book on your vehicle.
Call +44 1475 650355 or email nationalaccounts@calmac.co.uk to make a vehicle reservation.
I have a large group of foot passengers travelling, do I need to book?
There is no need for foot passengers to make an advance reservation; simply issue your driver or guide with your voucher detailing the travel itinerary and exchange this for tickets on the day of travel.
To issue your voucher we require the following information on your company letter headed paper:
How do I pay for a booking?
As a credit account holder no cash is exchanged. On the day of travel present your voucher to a member of staff who will record it in our system. An invoice is then sent to the company who made the booking, giving them 30 days to pay.
Vouchers are issued according to the information you have supplied on your company letter headed paper:
How do I amend a booking?
If you need to change any details of the booking please contact our National Accounts team:
Call +44 1475 650355 or email nationalaccounts@calmac.co.uk
Is there a charge to amend a booking?
No, there is no charge to change your booking at present. Customers can amend bookings free of charge up to 48 hours to check-in closing.
How do I cancel a booking?
To cancel your booking please contact our National Accounts team. You can call us on +44 1475 650355 or email nationalaccounts@calmac.co.uk.
Opening hours: Monday - Friday 08:.30 - 17:00.
Is there a charge to cancel a booking?
We've detailed how cancellation charges are applied in the table below.
Should we cancel our services due to weather or technical issues a full refund will be provided. If there are disruptions on our network and you choose to cancel your booking before we cancel our sailing, then a full refund less a £10 administration charge will apply.
Terms and conditions
|
Cancellation options |
Administration fees |
|
Greater than 24-hours before travel |
A refund will be given, however an administration fee of £10 will be deducted from the total fare. |
|
Less than 24-hours or failure to show for travel |
No refund will be given. No additional administration fees will be charged. |
Customers can amend bookings free of charge up to check-in closing.
To cancel your booking please call our National Accounts team on +44 1475 650355 or email nationalaccounts@calmac.co.uk.
Does the cost of the coach include passengers?
No. Since the introduction of Road Equivalent Tariff (RET) passenger fares are charged separately. You pay for the coach and driver, and then pay per passenger in addition to that cost.
Can I request a meal on board?
For groups of 12 passengers or more the National Accounts team can arrange this for you on applicable vessels. Please call +44 0(1475) 650355 or e-mail nationalaccounts@calmac.co.uk View the menu.
Can I book a coach online?
No. All bookings for coaches greater than six metres must be booked through the National Accounts team. Please call: +44 0 (1475) 650355 or email: nationalaccounts@calmac.co.uk
Can I check availability for a coach online?
No. Please contact the National Accounts team for advice.
You can call +44 (1475) 650355 or email nationalaccounts@calmac.co.uk between Monday - Friday 08:30 – 17:00.
Can I check availability for FIT travel online?
Yes. However, you cannot make a booking using your account number.
Please call +44 (1475) 650355 or email nationalaccounts@calmac.co.uk between Monday - Friday 08:30 – 17:00.
How do I collect my tickets?
Your tickets will be emailed to you. You will find them in the email inbox you used to make your booking. If your tickets have not arrived, please do check your spam/junk folder before contacting us.
Each eTicket has a QR code. Simply present this on your device and you will be ready to board.
Tickets can be printed at home if you prefer.
Credit account holders will need to produce their voucher for us to charge the account. Information on the voucher, which you will previously have supplied on your company letter headed paper, is:
View Port office opening hours.
What if I do not have my voucher?
If you fail to present a voucher for your booking then payment must be made by cash or card.
If I arrive with a coach that is larger than the details on my reservation, will I still be able to board?
Providing space is available you will be able to board. If there is insufficient space travel won’t be possible. You will then be offered an alternative sailing time or date. If this is not suitable, a refund less the administration charge will be issued.
What happens if I am late for my sailing?
Providing the ferry hasn't yet departed and space is available, you will be able to board. If there is no space available travel will be refused. You will then either be offered an alternative sailing time/date or you can join the un-booked queue of customers awaiting space on advance standby. You can arrange with port staff to change your sailing time if space is available.
What will happen if I don't arrive for my sailing?
If we are not notified of the cancellation and the booking is recorded as a 'no show' the booking will be charged in full. A ‘no show’ is failure to advise that travel is no longer required.
Terms and conditions
|
Cancellation options |
Administration fees |
|
Greater than 24-hours before travel |
A refund will be given, however an administration fee of £10 will be deducted from the total fare. |
|
Less than 24-hours or failure to show for travel |
No refund will be given. No additional administration fees will be charged. |
Customers can amend bookings free of charge up to check-in closing.
To cancel your booking please call our National Accounts team on +44 1475 650355 or email nationalaccounts@calmac.co.uk.
Can passengers stay in the coach for the duration of the sailing?
Passengers embark the ferry via the gangway, the coach loads onto the ferry via the vehicle ramp. There are some routes where passengers can stay on the coach. If this is the case, our team will advise you at the time.
What is the procedure if there is an emergency?
Please see our port and boarding guidance on the website.
What if any passengers feel unwell, what do we do?
Please alert a member of staff immediately for assistance.
if you are seasick, you may be more comfortable located mid-ships, which is generally more stable.
There are no sleeping berths available.
Is there free parking at the port?
The parking facilities at our ports can be viewed on our port pages.