Delays and cancellations

If your crossing is delayed or cancelled, we’ll provide assistance and alternative options wherever possible. We cannot offer compensation for extreme weather or other unavoidable events.

If your ferry is cancelled all passengers are entitled to:

• Adequate overnight accommodation ashore as well as transport free of charge to and from the accommodation ashore. Accommodation ashore is subject to a nightly maximum value of £70 and for up to 3 nights
• Re-routing to your destination, under comparable conditions, at the earliest opportunity at no extra cost
• Full refund of fares if decision is not to travel

You are not entitled to assistance or compensation where you were informed of the delay before you bought your ticket, the cancellation or delay is caused by your own fault or where the cancellation or delay is caused by weather conditions endangering the safe operation of the ship.

We recommend taking out travel insurance to protect your trip. For full details, please see our terms and conditions of travel.

Following the UK’s exit from the EU, the government retained the maritime passenger rights set under Regulation (EU) 1177/2010 – Maritime Passenger Rights Regulation (as amended by the Merchant Shipping (Passenger Rights) (Amendment) (EU Exit) Regulations 2019). 

For further information, please follow this link to the Gov.UK website.

The above rights are subject to certain exceptions under UK regulation, full details of which can be obtained from the Isles of Scilly Steamship Group, upon request.

The Department for Transport (DfT) provide helpful videos for knowing your rights as a maritime passenger, please follow the links below for further information:

• DfT Passenger Rights Video – Audio
• DfT Passenger Rights Video – Sign Language

Need to claim compensation?

Use our quick online claim form, you will need your booking reference and to attach your receipts. Once we have the necessary information, we’ll work to review and process your claim promptly.

Please allow up to 28 days for us to respond.

To ensure you receive the full compensation you are entitled to under EU261, we recommend submitting your claim directly to us.

If you are not happy with the outcome of your claim, you should contact:

Email: consumer.affairs@abta.co.uk | Website: www.abta.com | Telephone: 020 3117 0599

ABTA Ltd
31 Park Street
London
SE1 9EQ

If you are not satisfied with ABTA Ltd’s response, you can contact The National Enforcement Body (the Maritime Coastguard Agency):

Email: neb@mcga.gov.uk | Website: www.gov.uk | Telephone: 023 80 397891 (voicemail)

Maritime Passenger Rights National Enforcement Officer
Enforcement Unit – OCCE
Bay 3/23 Spring Place
105 Commercial Road
Southampton
SO15 1EG