Passenger FAQs

Coronavirus - Passenger FAQs

 

We understand that many of our passengers will have questions regarding future travel plans in light of the developing situation surrounding Coronavirus (COVID-19). To help,  we have compiled the answers to some of our most frequently asked questions. As the situation continues to change, the information we provide passengers will likely change too. We will keep the below FAQs up-to-date with any future developments. Last updated on 16/07/2020.


Has the sailing schedule changed?

It was announced on 07/07/2020 that we would be making further changes to our sailing schedule on services up to 01/11/2020 (inclusive), in response to the Isle of Man's borders remaining closed. Passengers who are booked to travel on rescheduled sailings during this period will be contacted by us in due course.

Are passengers able to travel to and from the Isle of Man?

As of 6am on Friday 27 March 2020, the Isle of Man Government closed its borders.

From 20 July 2020, the Isle of Man Government will permit Isle of Man residents to travel off-Island and return, providing that they strictly follow travel and self-isolation rules.

The Isle of Man’s borders will remain closed to non-Island residents until further notice.

Full details can be found on the Isle of Man Government’s Travel Advice page. Please ensure that you understand the travel restrictions in place before making a reservation with us.

We shall continue to follow Isle of Man Government’s guidance on this matter.

DO I NEED TO WEAR A FACE COVERING OR MASK WHEN I TRAVEL WITH THE STEAM PACKET COMPANY?

From Monday the 15th of June all passengers* will be required to wear face masks or face coverings whilst in our UK Terminals or on board our vessels when travelling with us. The safety of our passengers and crew is our number one priority, and we ask that all customers arrive at our ports prepared and with their own face mask or face covering.

* Children under the age of 11 and individuals with a breathing condition, illness or disability that prevents or hinders them from wearing a face covering are exempt from this requirement.

Here is some guidance from Public Health England on how to wear and make a cloth face covering.
 

Can I amend or cancel my upcoming booking?

We are offering our Book with Confidence Commitment to provide you with greater flexibility and peace of mind during the uncertainty caused by Coronavirus (COVID-19).

•    No amendment fees - To give you greater flexibility, amendment fees will be waived if you choose to amend your travel dates until later in the year due to COVID-19 Government imposed travel restrictions. 

•    Full refund if booking is cancelled - If your booking needs to be cancelled due to COVID-19 Government imposed travel restrictions we will refund your booking within 30 days.

For full details, pleae visit our Book with Confidence Commitment page.

Please note: This applies to direct ferry bookings with the Isle of Man Steam Packet Company for 2020. For those travelling on group and package tours, special conditions apply. Please contact the point of contact where your booking was made.

Refunds for third party services such as hotels and bookings made through travel agents should be addressed to that company and will be subject to the terms and conditions of the third party.

What is the best way to amend or cancel my upcoming booking?

If you are a registered Isle of Man Steam Packet Company account holder, it’s easy to amend or cancel an upcoming booking, simply log in to your account here. The Steam Packet Company Blog provides a step-by-step guide on how to register an account and how to amend or cancel bookings.

If you don’t have an account, you can register online and link your booking to your new account. Make sure the email address you register with is the same one that you used when making your booking so that the booking can be linked.

Alternatively, please call the Reservations Team on: 661661 (IOM), 08722 992 992* (UK) or 0044 8722 992 992* (ROI & Outside UK). *Calls to this number are charged at 11 pence per minute, plus your telephone company’s access charge.

Can I transfer my TT 2020 booking to TT 2021?

On Monday 16th March, the Isle of Man Government confirmed that TT 2020 is cancelled as a Coronavirus precaution. At the end of April we contacted passengers with TT 2020 reservations to offer TT 2021 Priority Transfer on the equivalent sailings, or the option to receive full refund for their TT 2020 booking. To assist customers, this was an automated re-booking process. If you are an existing TT 2020 customer and have not yet received this email, please contact our Reservations Team.

Existing TT 2020 customers will be given priority on the equivalent sailings for TT 2021 for a period. Other new bookings or amendments for TT 2021 will only be possible from the 25th May 2020. Please bear with us while we make arrangements for TT 2021.

Can I cancel my TT 2020 booking and receive a refund?

See above.

Can I transfer my Manx Grand Prix/Classic TT 2020 booking to 2021?

On Monday 4th May, the Isle of Man Government confirmed that the Manx Grand Prix & Classic TT 2020 have been cancelled as a Coronavirus precaution. At present 2021 reservations are not yet bookable. We contacted all Manx Grand Prix/Classic TT 2020 period customers mid-May to offer 2021 Priority Transfer on the equivalent sailings, or the option to receive full refund for their 2020 booking.

To assist customers, this was an automated re-booking process. If you are an existing Manx Grand Prix & Classic TT 2020 customer and have not yet received this email, please contact our Reservations Team. Existing Manx Grand Prix & Classic TT 2020 customers will be given priority on the equivalent sailings for the Manx Grand Prix & Classic TT 2021 for a period.
Other new bookings or amendments for Manx Grand Prix & Classic TT 2021 will be available from the autumn.

Can I cancel my Manx Grand Prix/Classic TT 2020 booking and receive a refund?

See above.

Can my pet be shipped unaccompanied?

Whilst the Isle of Man’s borders remain closed for all but essential workers, we have agreed to ship a limited number of dogs and cats only on our scheduled services to/from the Island.

Other types of pets are not eligible for unaccompanied transportation. The cost to ship a pet unaccompanied is £15 per dog or cat.

For information on shipping requirements and how to book this service, please email our Reservations Team at [email protected]  or call 661661 (IOM), 08722 992 992* (UK).

What are the Reservations Team’s opening times?

Reservations Team
Monday to Friday 0830-1800
Saturday and Sunday 0900-1800

Steam Packet Holidays
Monday to Friday 0900-1700

Ferry Travel Shop, Douglas
Daily 0900 - 1800

In addition to these times, the Ferry Travel Shop will be open during the check-in times of all departing sailings.

What is the best way to get in touch?

If the answer to your question cannot be found on this page or on our regular FAQs page, then please call the Reservations Team on: 661661 (IOM), 08722 992 992* (UK) or 0044 8722 992 992* (ROI & Outside UK).

*Calls to this number are charged at 11 pence per minute, plus your telephone company’s access charge.

How do I apply for a refund for a Sail & Rail reservation?

The Ferry Travel Shop in Douglas has re-opened for face-to-face enquiries, passengers who have purchased Sail & Rail reservations directly with the Company may now apply for a refund in the Ferry Travel Shop.