How to Amend, Change and Cancel Your Booking
How to Amend, Change and Cancel Your Booking
Managing your ferry booking with Direct Ferries couldn’t be easier, whether your travel plans have changed or you simply need to update your details. Depending on the operator, ticket type and route, you may be able to amend passenger information, change travel dates or times, or cancel your booking altogether. This guide outlines the key steps involved, what fees or conditions may apply, and how to check your eligibility so you can make changes to your ferry booking with ease.
Whether you can amend or cancel your booking depends on the type of ticket you purchased and the terms set by the ferry operator at the time of booking. Not all tickets are amendable or refundable.
To find out your options, log in to My Account by using your email address and booking reference number, which can be found at the top of your booking confirmation email. Your available options will be clearly shown within your booking details.
If the Amend booking button appears greyed out, your ticket type does not allow amendments online. Similarly, if no cancellation option is available, your fare may be non-refundable. In either scenario, it is worth contacting the Direct Ferries customer service team to explore your options. Alternatively, our virtual assistant is available 24/7 to solve any issues you may encounter regarding your booking.
Important: Please always check the specific terms of your ticket before making any alterations. Non-refundable tickets may result in the full loss of your fare if cancelled. Fees will also apply to most amendments.
Amending your booking through My Account is the fastest and cheapest way to make changes. Follow the steps below:
Please note that if you do not know your booking reference number, you can re-send your confirmation email by entering your email address on the My Account login page and selecting the option to resend it.
Subject to what type of ticket you have purchased and the ferry operator's terms, you can usually make the following changes through My Account:
You can request to move your sailing to a different date or departure time. The fare difference between your original booking and the new sailing will be charged, as well as an amendment fee.
If you need to correct the name, age, or other details of a passenger, or update pet information, you can do so through the amend booking flow in My Account.
If you are taking a different vehicle on your journey, you can update the vehicle registration, dimensions, or type. However, please be aware that additional charges may apply if the new vehicle falls into a different fare category.
You may be able to add or change cabin, berth, or seat arrangements through My Account, depending on availability and the terms of the ferry operator.
You cannot add a return leg to an existing one-way booking once it has been confirmed. If you need to book a return journey, you must either book a new one-way sailing separately or cancel your original booking and make a new one altogether.
When amending your booking, you will be charged for any difference in the fare between your original and new sailing, plus an amendment fee. The amendment fee varies depending on how you request the change:
| Method | Amendment Fee |
|---|---|
| Online via My Account | £10 / €12 / $14 |
| Via customer services messenger or contact form | £20 / €20 (bookings under £100/€100) or £35 / €35 (bookings over £100/€100) |
If you need to make an alteration within the first 24 hours of making your booking, Direct Ferries will waive the £10/$14 online amendment fee. Therefore, you will only need to pay any fare difference that applies.
If you purchased a Flexi Ticket or added Cancellation Cover to your booking, the amendment fee may be waived, and you will only be charged the fare difference.
If your plans have changed and you wish to cancel your ferry booking, the most convenient way is via My Account. Please keep in mind that Direct Ferries is unable to process cancellation requests by email due to data protection requirements.
Check before you confirm: You will be shown the refund amount before completing the cancellation. If you are unsure, do not proceed and instead reach out to our customer services team first to discuss your options.
If your ferry ticket is refundable and you have not purchased Cancellation Cover, a cancellation fee will be deducted from your refund. The fee varies depending on how you request the cancellation:
| Method | Cancellation Fee |
|---|---|
| Online via My Account | From £10 / €12 / $14 (minimum fee) |
| Via customer services messenger or contact form | From £20 / €25 / $27 (minimum fee) |
The overall cancellation fee will also be affected by the ferry operator's own cancellation terms and how far in advance of travel you are cancelling. You will always be shown the precise amount you will receive back before you confirm your cancellation.
If your ticket is non-refundable, cancellation may result in the loss of the entire fare. Always check your ticket terms before booking.
When a cancellation has been confirmed by Direct Ferries, refunds are typically sent to the original payment method used at the time of booking. The time it takes to receive your refund will vary:
Processing times all depend on the ferry operator and your payment provider. In most cases, refunds are initiated within a few business days of the cancellation being confirmed, though it may take longer to arrive in your account depending on your bank or card issuer.
If your ticket type is non-refundable, no refund will be issued upon cancellation. This applies regardless of how far in advance you cancel. It is essential that you check your ticket terms at the time of booking, and to consider adding Cancellation Cover if it’s likely that your plans might change.
In some cases, certain elements of your booking (such as supplements or extras) may be refundable even if the base fare is not. The refund confirmation screen in My Account will offer a clear breakdown of your expenses.
Direct Ferries provide optional protection products that can give you more flexibility with your booking, potentially reducing or waiving fees if you need to make any unexpected changes.
Adding Cancellation Cover to your booking at the time of purchase means that if you need to cancel for any reason, the standard cancellation fees will be waived. This is particularly worthwhile if you are booking a more expensive crossing or if there is any uncertainty regarding your travel dates.
Some ferry routes offer Flexi fares, which allow you to make date changes without paying the standard amendment fee. However, you will be required to pay any fare difference that arises from the change.
Please note that both Cancellation Cover and Flexi Ticket upgrades can only be selected at the time of booking. They cannot be added to an existing booking at a later date after it has been confirmed.
If you are planning a trip and believe your dates may change, we strongly recommended that you add one of these options when you first book.
If your scheduled sailing is cancelled or significantly delayed by the ferry operator, your options are different than if you decide to cancel the booking of your own volition. In this situation, you will generally be entitled to either a replacement sailing or a full refund, depending on the operator's terms.
Direct Ferries will contact you if they are made aware of a cancellation by the ferry company. You can also check your booking status in My Account. If your sailing has been cancelled, contact Direct Ferries customer services to confirm your refund or rebooking options.
For information about your consumer rights in the event of a cancelled or delayed sailing, you may wish to consult the UK Civil Aviation Authority or the ferry operator's own passenger rights documentation.
If you are unable to make your changes through My Account, or if you need further assistance, you can reach Direct Ferries through the following channels:
Use the live chat or Virtual Assistant function available through the Direct Ferries website or Help Centre for help with amendments and cancellations.
Submit a query through the Contact Us form on the Direct Ferries website. Responses are typically provided within 48 hours during normal business hours.
The fastest and most cost-effective option for all amendments and cancellations. Available 24/7 at directferries.com.
Visit the help section for step-by-step guides, FAQs, and detailed articles on managing your booking, refunds, and travel documents.
Your booking reference number begins with DFP and can be found at the top of your booking confirmation email. If you cannot locate this email, you can request it to be resent via the My Account login page.
Yes. Amendments made within 24 hours of booking are not subject to the standard £10/€12/$14 online amendment fee. However, any fare difference for the new sailing will still apply.
No, once a one-way booking has been confirmed, a return leg cannot be added. You will need to book a separate return journey or cancel your original booking and create a new one.
Yes. When you begin the cancellation process in My Account, the exact refund amount will be displayed before you confirm. You can decide not to proceed if you are not satisfied with the amount.
Refunds are typically processed within a few business days after cancellation is confirmed. The time it takes for the funds to appear in your account depends on your payment provider. If there is a delay, you should contact customer services with your booking reference.
No. Cancellation Cover and Flexi Ticket options must be selected at the time of booking and cannot be added to an existing reservation.
If the Amend booking button is unavailable in My Account, it usually means your ticket type does not allow online changes. You will need to contact customer services to explore your options, and additional fees may apply.
No. Direct Ferries operates as a booking agent and is not a member of ABTA. As a result, ABTA cannot handle complaints related to its services. If you have an unresolved issue, you might need to consider alternatives such as contacting your payment provider or pursuing a claim through the small claims court.
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