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Before you travel: Check the status of your route
Our team is here to help every day and especially during this current period. Use the information below to guide you on how best to contact us. Please do be patient with us – since waiting times for a response via the ‘phone may be extended due to high volumes of calls.
Where you can – if your query is about a service – use our service status pages to find the latest information on your sailing or route and be assured we will be in touch with you if you are affected.
Download our app, then ‘favourite’ your route(s) to receive push notifications about the latest updates to our service status.
Read our passenger rights page if your journey has been disrupted.
Before reaching out to our teams, why not check out our Help Centre: View our FAQs
Call us on: 0800 066 5000 (or +44 1475 650 397 for our International customers)
Email us at: enquiries@calmac.co.uk
Social media: Want to keep up to date with the latest Service information? Follow us on X (formerly known as 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 section, follow us on X (formerly known as Twitter) @CalMac_Updates or download our app.
Our Customer Engagement Centre opening hours will be changing for the summer period. This change will take effect from Monday 30 March:
30 March 2026 - 18 October 2026
Monday to Friday 7:00 a.m. – 9: 00 p.m.
Saturday and Sunday 8:00 a.m. - 8:00 p.m.
Tell us if you have received great service or would like to send us a suggestion through our Opens in new windowcompliments and suggestions form.
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.
At Caledonian MacBrayne our focus is on providing an excellent experience for our customers. We want to know if for any reason our service failed to meet our standards or your expectations. If you have feedback or a complaint to raise, please do 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 use the information below to guide you.
Also, if your feedback or complaint relates to timetable feedback, a disrupted sailing, suggestions or compliments, read our guidance below to guide you on these subjects.
At our ports or on our vessels
If you are experiencing a problem whilst travelling with us, please speak to a member of our port or vessel teams at the time. We will always try to resolve issues at the first point of contact.
If you were unable to raise your concerns right away, you can contact us using the methods below.
Ways to contact us:
Telephone on: 0800 066 5000 or +44 1475 650 397 (for international customers)
Email at customerrelations@calmac.co.uk
In writing to: Customer Relations, CalMac Ferries Ltd, The Ferry Terminal, Gourock, PA19 1QP
If your feedback is about any of the subjects listed below – we have provided you with information on where to find guidance and help, below:
Our Opens in new windowfeedback and compliment form can be used to tell us about a suggestion you may have.
If you have views and feedback about timetables, please read our timetable consultation FAQs.
Our passenger rights page provides you with all the information you need if you have been affected by a disrupted sailing, and you’d like to find out about what you may be entitled to.
You'll find information on how decisions are made during weather and technical disruptions in our help centre.
For dates and information on when tickets are valid until, particularly for our Turn Up and Go routes and 10-journey tickets, visit our ticket validity page.
Additional resources
Find out more about the behaviour guidance that’s in place to protect our staff.
Read our conditions of carriage, for information on our terms and conditions, that all customers agree to when purchasing tickets and travelling with us.
If you wish to make a complaint – please do get in touch with us within two months of the experience or issue.
Below, we’ve explained the phases of the process – from first contact resolution through to further investigation and further steps to help you gauge, should you need to, the stage your feedback/ complaint is at.
We will always try to resolve your complaint when you first contact us. This may be when you speak to the team at one of our locations or when you get in touch with our Customer Engagement Centre.
If your complaint is then passed to our Customer Relations team for further investigation, if it was not raised with them directly, or if we were unable to provide you with a resolution right away, our Customer Relations team will normally provide you with a response within 21 working days of receiving the complaint or requirement.
If you are contacting our Customer Relations team as a first point of contact about your feedback / complaint - we will provide you with an acknowledgement within 5 working days of receipt of your complaint and a response within 21 working days of receiving the complaint or requirement for further investigation, however, if we need more time to complete our investigation, we will inform you in writing before the 21 working day agreement and explain why.
In writing to: Customer Relations, CalMac Ferries Ltd, The Ferry Terminal, Gourock, PA19 1QP
Should you be disappointed with the outcome of your complaint, or how it has been handled by our Customer Relations team, you have the right to request that our Head of Customer Experience reviews your case.
Please advise the Customer Relations team if you would like to have your complaint reviewed. Our Head of Customer Experience or an appropriate member of our Executive team will review the details and inform you of their decision. This is the final review point within Caledonian MacBrayne.
If you’re still unhappy after review by our Head of Customer Experience or Executive team, you can escalate your complaint to Transport Scotland via:
Telephone on: 0141 272 7100
Writing to: Ferries Unit, Transport Scotland, 177 Bothwell Street, Blythswood New Town, Glasgow, G2 7ER
If your sailing has been disrupted, this would be managed by our passenger rights process rather than our complaints process. Find out what you may be entitled to and how to claim in our passenger rights section.
If your sailing has been disrupted, find out what you are entitled to and how to claim in our passenger rights section.
If you've already submitted a passenger rights claim and received an acknowledgement, there is no need to contact us regarding this claim. We will respond to you as soon as we can.
All media enquiries should be addressed in the first instance to our Communications team by emailing Opens in new windowcorporate.communications@calmac.co.uk
Your Information and personal data supplied will only be held as long as is required to fulfil this activity and in accordance with our Privacy Policy. We will not use the data captured here for Marketing purposes.
We have recently entered into a strategic partnership with outdoor advertising specialist CP Media to offer regional businesses with affordable advertising across our ports and 33 ferries.
Upgraded poster sites and digital screens will feature the advertising of businesses who would like to reach the 5.6 million tourists and members of the local community who depend upon the service. We hope that the scheme will help to raise awareness of the region's diverse and unique range of businesses to both tourists and the local community who might otherwise be unaware of just how much is on offer in this area of Scotland.
To enquire about advertising with us complete our Opens in new windowAdvertising form
Your Information and personal data supplied will only be held as long as is required to fulfil this activity and in accordance with our Privacy Policy. We will not use the data captured here for Marketing purposes.
If you work for a TV or film company and you'd like permission to film at a port or on board our vessels, please get in touch with the Communications team by emailing Opens in new windowcorporate.communications@calmac.co.uk. We don’t charge a fee for filming, and while we are happy to help, our ports and vessels are busy places and we can only allow filming to take place if we feel that it won’t obstruct passengers or crew.
It is important that you plan and allow plenty of time between submitting your application and the date of your planned filming. Seven days’ notice should be given from submitting your application to date of travel. In certain circumstances we will allow last minute request, but this will be at the discretion of the vessel’s captain.
Please note that you must book and pay for your own tickets.
Personal Data
Your Information and personal data supplied will only be held as long as is required to fulfil this activity and in accordance with our Privacy Policy. We will not use the data captured here for Marketing purposes.
We are engaging with a diverse range of organisations that play a key role to our island communities. Spending time with stakeholders, including tourism boards and attending network events, has allowed us to identify and explore collaborative opportunities such as additional sales initiatives and joint promotions, as well as giving us further essential insight to the customer experience.
We’ve met with many local businesses who are passionate about providing exceptional service. This has inspired new ideas for partnerships and promotions for local products and services, which in turn will give customers more reasons and incentive to travel on our network. Do you have a business that you feel we could collaborate with?
Complete our Opens in new windowpartnerships enquiry form
Personal Data
Your Information and personal data supplied will only be held as long as is required to fulfil this activity and in accordance with our Privacy Policy. We will not use the data captured here for Marketing purposes.