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Guide to Sailing Disruption Information

Here is your guide to Sailing Disruption Information - find out what you may be entitled to in the event of a disruption or cancellation to your sailing.

Click to view and download the Sailing Disruption leaflet [843component.mediaLink.file.size.kibibytes]


As part of our commitment to customer care, we are pleased to advise the following:

When our service is disrupted we will tell you as soon as we can and no later than 30 minutes after the ship should have sailed. We will advise of the expected departure time as soon as we know. Please note that this may not be possible at unmanned ports.


Where possible, we will provide information to assist you in making other travel arrangements if you miss a connecting service.


If we expect your sailing to be cancelled, or delayed departing by more than 90 minutes, you can choose:

• where practicable, to travel on the next available sailing on the same or an alternative route on the CalMac network for the same ticket price.

or

• to cancel your journey and to receive a refund of the cost of the appropriate ticket price. Where relevant, we will provide a complimentary journey on the first available sailing back to the first point of departure on that part of your journey. The refund will be paid within 7 days of the disrupted journey.

 

You do not need to accept the re-routed journey if offered the opportunity, but if you decline an offer to be re-routed and choose instead to wait until the service resumes you will be liable for any costs you then incur.


Passengers travelling in a vehicle for which a commercial vehicle/coach ticket has been issued, are not entitled to be re-routed for the same ticket price, as these transactions are outside the provision of EU Regulation 1177/2010.


Snacks, meals or refreshments

If your sailing is cancelled or delayed, for any reason, by more than 90 minutes we will provide where available, non alcoholic drinks, snacks or meals.


• Where there are no facilities available at the port you will be asked to buy your own non-alcoholic drinks, snacks or meals.


• Coach/tour operators should make their own arrangements for their clients and then contact the Customer Team at Gourock to request reimbursement.


• Port and ship's staff cannot reimburse you for these costs.


• We will reimburse food and drink costs, as detailed within this document, when the following are sent to the Customer Team at Gourock within 28 days of the date of the disrupted journey:


- original food and drink receipts
- your ticket purchase receipt confirming intention to travel
- a valid completed claim form

 

If your sailing is cancelled or delayed by more than 90 minutes we will provide, where available, snacks, meals or refreshments as follows:

Waiting timeSnacks, meals or refreshments
More than 90 minutes A non-alcoholic drink such as a bottle of water or a hot drink (up to the value of £2)
4 hours or moreA non-alcoholic drink such as a bottle of water or a hot drink and a snack (up to the value of £7)
8 hours or moreA non-alcoholic drink such as a bottle of water or a hot drink and a meal (up to the value of £15)
Every 4 hours thereafter A non-alcoholic drink such as a bottle of water or a hot drink and a snack or a meal (up to the value of £7)

 


Overnight Accommodation 

If your sailing is cancelled or delayed for reasons other than weather, and as a result you need overnight accommodation, we will reimburse the cost in line with the following parameters:

  • You will need to arrange and pay for your own accommodation.

  • If possible we will arrange transport between the port terminal and the accommodation.

  • The total cost of accommodation is limited to 80 Euros (or Sterling equivalent) per person per night for a maximum of 3 nights.

  • If you are travelling with a motorhome, caravan or other vehicle with sleepover facilities we will reimburse the cost of the site fee for a maximum of 3 nights.

  • Accommodation costs/site fees incurred after the service has resumed will not be reimbursed.

  • In certain limited circumstances, when a service is disrupted due to a technical fault, it may be possible for customers to remain on board the vessel overnight.

  • Coach/tour operators should make their own arrangements for their clients and then contact the Customer Team at Gourock to request reimbursement.

  • Port and ship's staff cannot reimburse you for these costs.

  • We will reimburse accommodation/site fee costs, as detailed within this document, when the following are sent to the Customer Team at Gourock within 28 days of the date of the disrupted journey:

- original accommodation/site fee receipts.
- your ticket purchase receipt confirming intention to travel.
- a valid completed claim form.


Additional Mileage Incurred

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 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 EU Regulation 1177/2010.

  • Port and ship's staff cannot reimburse you for these costs.

  • We will reimburse your mileage costs, as detailed within this document, when the following are sent to the Customer Team at Gourock within 28 days 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 claim form.


Compensation 

Compensation is available on bookable routes when a booking/passenger ticket is held, and your sailing is cancelled or delayed due to a technical fault or 'certain' operational reasons resulting in a delayed arrival at the destination printed on your ticket.

• Example of operational reason which would attract compensation:

- sailing is delayed or cancelled as a result of the redeployment of the vessel where the root cause of the disruption is a technical fault.

 

• Compensation is not available when disruption is caused by weather (includes tidal conditions), operational reasons or something which is outwith the control of CalMac Ferries.

• Examples of operational reasons which would not attract compensation and disruption which is outhwith the control of CalMac Ferries would be:


- search and rescue operations,
- technical fault resulting from an object being caught in the vessel's propulsion unit/around the rudder,
- decisions taken by traffic management bodies or port authorities,
- measures necessary to protect the environment or as a result of environmental conditions,
- labour conflicts.

• Compensation only relates to the relevant leg of the journey and is based on the ticket price you have paid for that part of your journey.


For example, if a return ticket was purchased and the return leg of the journey is disrupted then compensation would be a
percentage of half of the original ticket price.


In the case of a scheduled ferry journey of up to 4 hours:


• 25% of the ticket price will be refunded for a delayed arrival of at least 1 hour.

or

• 50% of the ticket price will be refunded for a delayed arrival of over 4 hours.

 

In the case of a scheduled ferry journey of up to 4 - 8 hours:


• 25% of the ticket price will be refunded for a delayed arrival of at least 2 hours.

or

• 50% of the ticket price will be refunded for a delayed arrival of over 4 hours.

 

If you have a season ticket, and due to technical problems, experience recurrent delays during the period the ticket is valid, you can request compensation. Compensation would apply if technical reliability falls below an average of 90% over the validity period of your ticket.

• Passengers, travelling in a vehicle for which a commercial vehicle/coach ticket has been issued, are not entitled to compensation as these transactions are outside the provision of EU Regulation 1177/2010.

• We will pay compensation, as detailed within this document, when the following are sent to the Customer Team at Gourock within 28 days of the date of the disrupted journey:

- your ticket purchase receipt confirming intention to travel.
- a valid completed claim form.

• We will pay any compensation due within 1 month of receiving your correctly completed valid claim form.


Claim Forms

If you wish to make a claim download our Sailing Disruption claim form below and return to the Customer Team address within 28 days of the date of the disrupted journey.

Sailing Disruption Claim form [538component.mediaLink.file.size.kibibytes]  

Claim forms can be downloaded here or can be requested by:

Writing to:

Customer Team 
CalMac Ferries Ltd
Ferry Terminal
Gourock
PA19 1QP

Emailing: enquiries@calmac.co.uk

Calling: 0800 066 5000 or +44 1475 650397 (for international customers) 
Monday - Friday 7:00 a.m. - 9:00 p.m.
Saturday - Sunday 8:00 a.m. - 8:00 p.m.


Transport Scotland oversees the final stage for claims in relation to EU Regulation 1177/2010 concerning the rights of passengers travelling by sea and inland waterway. If you remain dissatisfied by CalMac Ferries Limited's response to your claim, you can ask Transport Scotland to review it. Should you wish to get in touch with Transport Scotland:

Ferries Unit
Transport Scotland
Area 2F Dockside
Victoria Quay
Edinburgh
EH6 6QQ
Tel: 0141 272 7100

This information relates to Regulation (EU) No 1177/2010 of the European Parliament concerning the rights of passengers when travelling by sea and inland waterway. This can be viewed on the European Commission Transport website .


Download more information on Passenger Rights EU Regulation 1177/2010 [37component.mediaLink.file.size.kibibytes]

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