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 02/03/2021.
Are passengers able to travel to and from the Isle of Man?
The Isle of Man Government closed its borders on Friday 27 March 2020. There are currently travel restrictions in place for Isle of Man residents and visitors.
Isle of Man Residents
The Isle of Man Government will permit Isle of Man residents to travel off-Island and return, providing that they strictly follow Government 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?
All passengers* are required to wear face masks or face coverings whilst in our UK & IOM 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, please visit our Book with Confidence Commitment page.
Please note: This applies to direct ferry bookings with the Isle of Man Steam Packet Company for 2021. 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 2021 booking to TT 2022?
On Monday 30th November 2020, The Isle of Man Government confirmed that TT 2021 has been cancelled as a consequence of the ongoing COVID-19 pandemic.
Within the first two weeks of December 2020, we contacted customers with TT 2021 period bookings to offer a TT 2022 Priority Transfer on to the equivalent sailings, or the option to receive a full refund for their TT 2021 booking. This was an automated process with the list of options being sent out via email. Those customers who did not provide an email address at the time of booking were contacted by telephone via the number provided.
Existing TT 2021 customers were asked to confirm their selection by Friday 8th January 2021 before the link expires.
New bookings or amendments for TT 2022 will now be possible from Tuesday 19th January 2021. This has been brought forward from May 2021.
Can I cancel my TT 2021 booking and receive a refund?
Can I collect my pet from the UK?
The Isle of Man Government’s advice at this present time is that Isle of Man residents should not travel unless it is absolutely necessary.
If it is absolutely necessary for you to travel to collect a pet then you should note and follow the travel instructions and requirements as set out for Isle of Man Residents on the Government’s Travel Advice page.
Current border restriction will mean that you will require a residents entry permit and number, and you will be subject to the 14 days isolation and test regime.
Pets cannot be shipped to the Island unaccompanied.
What are the Reservations Team’s opening times?
Monday to Friday 0830-1800
Saturday and Sunday 0900-1800
Steam Packet Holidays
Monday to Friday 0900-1700
Ferry Travel Shop, Douglas
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 is closed for face-to-face enquiries, passengers who have purchased Sail & Rail reservations directly with the Company may now apply for a refund in writing, by sending their rail tickets and Isle of Man Steam Packet Company booking confirmation to: Rail Refunds, Reservations Department, Imperial Buildings, Douglas, IM1 2BY.