Coronavirus (COVID-19) FAQs
My booking has been cancelled, what happens next?
As our staggered return to service begins at the end of June, there will still be the need to cancel some sailings and potentially certain passengers if we feel unable to guarantee their operation or safety in a manner compliant with prevailing WHO recommendations, welfare guidelines and our own safety protocols for managing safe travel in these uncertain times.
If your sailing is cancelled, we will contact you to explain your options, including how to claim an alternative to the credit note.
The credit notes are redeemable against any Brittany Ferries holiday or sailing and are valid for two years.
If you have two sailings affected, you will receive two emails and two credit notes.
Will my holiday be going ahead?
Please assume your holiday is going ahead, unless we contact you.
Undoubtedly there will be some facilities and attractions that have to be adapted to cope with the pandemic and it is possible some services or facilities may be withdrawn temporarily.
Each country is dealing with the pandemic in its own way but one thing remains true, we sail to fantastic destinations and your holiday this year will be well earned.
Can I change my plans?
We understand that some of you may want to change your sailing for this year and you can. We've temporarily suspended amendment fees for sailings in 2020 to enable you to move your sailing if you prefer. it's a bit more complicated for holiday bookings and you may need to get in touch if you'd like to change holiday plans in the very near future.
In the majority of cases, you can make these changes via Manage My Booking and any fees will be waived.
I've read that my ship won't now operate this year, but I haven't received an email yet?
Some ships (Etretat, Barfleur and Normandie Express) won't be able to operate in the near future as part of our staggered return to service. We are making our way through each impacted sailing, emailing every affected customer detailing what their options are and how to get in touch. It would be extremely helpful if you could wait for this email before contacting us. With nearly half a million passengers affected by the pandemic disruption our backlogs are considerable so this structured approach to contacting those most severely affected gives us the best chance of giving you the best service in what is an already very challenging situation for all involved.
When can I book for late 2020 or 2021?
We're planning to open for sales this Winter and for 2021 in mid-July. Clearly we need to remain vigilant with the ongoing pandemic and this will inform many of the complex decisions we will have to take prior to opening but we remain committed to mid-July.
We're excited to be able to open for 2021 with new additions to our fleet and great expectations for a successful and exciting 2021 season.
How do I redeem my voucher (Refund Credit Note)?
Your Refund Credit Note (RCN) can be redeemed online during the booking process. On the payment page (Step 5) you will be asked whether you have a refund code (see screenshot below) and will then be prompted to enter the code in the box. It’s important to note that only one RCN per booking can be redeemed online. If you have more than one RCN and wish to book a return sailing, please book two one-way sailings and use one RCN for each.
If you already have a booking and would like to apply your RCN to the outstanding balance, please use the ‘Manage My Booking’ facility where you can enter your RCN number in the same way.
What catering services will be available on board this summer?
Please be prepared for a change in the on board dining experience when you travel. Until supply chains and prevailing guidelines are evolved sufficiently to allow the safe operations of all restaurant services, we must consolidate what is available on board. We anticipate this developing week by week and will endeavour to keep you updated via the 'Life on board' page.
How can I get in touch?
It's currently really tough to get in touch and we can only apologise.
Please go to our contact us page for some specific contact forms addressing specific concerns. We're in the process of reopening phone lines and other contact channels but we're understandably dealing with significant backlogs and struggling to achieve our usual service standards.
If you refer to the Getting in Touch page on our coronavirus pages, you'll see our latest service levels which, whilst disappointing, are at least transparent and give you a good idea of how long it may take to get a response.
We're making solid progress through those backlogs and can't wait to be of (better) service to you in the coming weeks.