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 20/05/2020.


Has the sailing schedule changed?

It was announced on 18/05/2020 that we would be making further changes to our sailing schedule on services up to 30/06/2020 in response to the developing situation surrounding Coronavirus. 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?

The Isle of Man Government closed its borders to all but essential workers from 27th March to help contain the spread of COVID-19.

At this time passengers are still permitted to travel to Heysham, but Government restrictions mean they cannot return.

Any passenger intending to arrive on the Isle of Man after 06:30hrs on Friday 27th March must hold an authorisation issued by the Chief Secretary to confirm that they are required to perform specific essential work on the Island. Authorisation requests must be made 24 hours prior to the intended date and time of travel by contacting [email protected]

Can I amend my upcoming booking?

Amendment fees have been waived until 30 June to allow passengers to book alternative services later in the year. If you change to a higher fare type, you will need to pay the fare difference.

Please note: This applies to all current direct ferry bookings with the Isle of Man Steam Packet Company for 2020 and is valid for any amendments made by 30 June 2020. For those travelling on group and package tours, special conditions apply. Please contact the point of contact where your booking was made.

Can I cancel my upcoming booking?

Passengers who have booked non-refundable special offers for travel in the shorter term may wish to cancel and obtain a refund. For the time being refunds will only be processed for passengers booked to travel up until 30 June.

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
Now closed for face-to-face enquiries.

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?

As the Ferry Travel Shop is now closed for face-to-face enquiries, passengers who have purchased Sail & Rail reservations directly with the Company may apply for a refund via post. Please place your Steam Packet Company booking confirmation and rail tickets in an envelope and send it to the address below. Refunds will be processed via bank transfer.

Please include an email address or contact telephone number so a member of the team can contact you to obtain your account details for the transfer.

Sail & Rail Refund Requests
Reservations Department
Imperial Buildings
Douglas

IM1 2BY