- Making a Booking
- On-Request Bookings - what are they?
If a booking is on request, it means that the booking has not been confirmed by the supplier, for example a hotel.
When this is the case our staff will contact the supplier to confirm your booking. If the booking cannot be confirmed, for instance the hotel is full, a member of staff will contact you as soon as possible offering an alternative.
Transactions involving 'on request' bookings will be carried out in the normal way, and will be refunded if for any reason the booking cannot be confirmed.
- Why pay for my meals in advance?
Paying for your meals as you make your booking is convenient and simple, and gives you the opportunity to reserve a table in the restaurants at a time you want, without the hassle of queuing on board. Also, depending on exchange rates, you may save money.
- How can I get the cheapest fare?
There are a number of ways you can find the cheapest ferry tickets from special offers to booking early. For detailed information please visit our specially created ferry ticket page, which details all the ways that you can save money when purchasing a DFDS Seaways ferry ticket: http://www.dfdsseaways.co.uk/ticketfinder
- I haven't received my booking confirmation by email
With the growth in spam email and increased security measures being taken by Internet users, a lot of security and email software is refusing to allow html attachments (Like our booking confirmation documents) to be accepted, especially from "unknown" senders.
If you suspect this is what is happening with your email, you can always access your bookings online and print off your booking summary directly.
To access your online account you will need your e-mail or booking number and your password.
Click on the first link below. Enter your E-mail address or booking number and your password and click "Log in".
Once you have logged in Click on "Booking Confirmations" on the left hand menu. From here you can print off your documents.
- Can we book a specific cabin on board the ship?
- Can we book our table in the restaurant before travelling?
If you select meals in your booking you can select a reservation for a particular time, however this does not select a particular table for you.
If you require a particular table you are advised to contact the restaurant as soon as possible after boarding to avoid disappointment. Commodore passengers are able to reserve particular tables and sittings on arrival if this has not already been undertaken.
However on m.s. Dana Sirena (Harwich - Esbjerg) it is not possible to reserve a table.
- Do you have any Special Offers?
We may well have a special offer which you can use. Look for the drop down box in the product trip you are looking at - any special offers are listed in this area.
These can also be found via the special offer link from the homepage
- The online booking system won't accept my phone number?
Just enter the first 5 digits of the telephone number in the first box (Area Code) and the rest of the number in the next box. Please note that our system does NOT require you to enter your country code.
- What is a 2-berth cabin with lower berths?
A 2 berth cabin with lower berths is often actually a 3 or 4 berth cabin which has been re-classified for exclusive use by two passengers, who use the two lower berths only. These are of particular value to passengers who might struggle to climb up into a bunk bed.
- What and where is the Credit/Debit Card Verification Number (CVV)?
For your online safety and security, we require that you enter your credit or debit card's verification number (CVV) before we can process your payment. As shown below, the Card Verification Number (CVV) is the last three digits of the number printed on the signature panel located on the back of your card. The CVV is a security feature that allows DFDS and your credit card issuer to identify you as the cardholder and provide you with additional security against fraud. 
- Is my credit card and personal information protected when I book online?
To ensure the security of your credit card and personal information, we use the latest Secure Socket Layer (SSL) technology. SSL is currently the preferred method to securely transfer credit card and other sensitive data over the Internet.
We also recommend that you are running the most up to date copy of your browser to ensure that it is running SSL.
- How can I pay for my trip?
You can book direct with us or via a travel agent. You can pay by Visa, Mastercard, American Express, JCB, Maestro (Switch/Solo), Delta or cheque. Cheques should be made payable to DFDS Seaways Ltd.
A fee of 2.5% of the transaction value, minimum charge £4.00 maximum charge of £25 will be levied on each credit card transaction over £20 in value. (Including amendments and add-ons to a booking).
DFDS Seaways Ltd reserves the right to charge an appropriate, fully refundable, good behaviour bond, particularly where parties are concerned.
- When must I pay for my trip?
Due to changes in the Data Protection Act we can no longer store customer credit/debit card details.
Therefore all bookings must be paid in full at time of booking.
This does not apply to group bookings of 20 or more people and bookings through credit agents, who must pay a 25% deposit, with full payment at least 56 days before departure.
- How can I make our trip extra special?
We can arrange an additional surprise for that someone special, from Champagne in your cabin, to Flowers, Cakes and more.
- Are times on this site listed in Local UK time?
All times listed on our website are clearly labelled, and as a general rule relate to local time, e.g. leaving Harwich at 18:00 arriving in Esbjerg at 12:00 this is 18:00 UK time and midday Danish time.
- Can I just purchase vehicle insurance with my booking?
Insurance can only be added to a booking if personal insurance is also taken. If passengers wish to purchase vehicle insurance only this can be done at: www.vehicleassist.co.uk/dfds where insurance can be purchased directly. This insurance is arranged through Green Flag.
- Can I travel out and back on different routes?
Yes. To make this type of booking, first select the outward route you want to travel (Outward) and to the right of this, select the route you wish to return on (Homeward) then enter your travel dates, passenger and vehicle details and click continue at the bottom of the screen. It is possible to select any combination of any of our routes.
- Can I travel with pets?
We allow pets on our Newcastle-Amsterdam and Harwich-Esbjerg routes. Pets must be checked in at the main terminal building before car check in.
How do I book travel for Pets?
Pet Travel can only be booked over the telephone and not online. Please call our Travel Sales Team on 0871 522 9955
Please also note that discovery of any undeclared animals after check-in will result in all the associated people, vehicles and animals on the relevant booking being refused travel.
There will be no refund given to customers who give inaccurate information about the carriage of animals.
- Do I have to pay for bikes if they are attached to my vehicle?
No, unless the bikes take the dimensions of the car over what you have booked (e.g over 1.85m or over 2.45m).
- Do you offer any group discounts?
At present a 40% group discount is available for groups of 10 or more passengers on selected products and dates - check out our Group Travel section for more information (see the blue bar above). Offers subject to availability. Terms and conditions apply.
- Does DFDS Seaways charge customers to use credit/debit cards?
A fee of 2.5% of the transaction value, minimum charge £4.00 maximum charge £25, will be levied on all credit card transactions over £20 in value.
Paying by debit card incurs no fees of this type.
- How can I get from the ship to Amsterdam city centre?
There is a coach service from the ship to the city centre of Amsterdam and back, see Our Customer Services->Travel Information section (in the blue bar, above) for more information.
- How do I amend my bookings online?
1) Visit our Customer Service section, then choose My DFDS Seaways from the left side menu, In this section click on "Modify a Booking"
2) Enter your Email and password to access your account.
-If you do not have a password or can't remember it,
enter your Email Address and click on "Send me my
Password" at the bottom of the screen.
An email will be sent to you which contains a secure
attachment with a temporary password. You then set
your own permanent password. From here, you can
view and amend your bookings online free of charges.
Please note: if your email address hasn't been registered
with us (whilst making a booking by phone) you need to
contact us to register it manually, either by email to
onlinebooking@dfds.co.uk or by calling us on
0871 522 9955. Please remember to quote your booking
reference number
3) Once you are logged into your online account, select the booking you wish to change, and then go through the booking process, changing the dates/cabins/passengers as you require.
4) At the end of the process you will have to re-confirm your changes, and if required, re-enter your credit/debit card details to cover the cost of the changes you have made.
- Can I take a commercial goods vehicle abroad with DFDS?
Please click here to visit the DFDS Tor Line website which deals with all freight business for DFDS. http://www.dfdstorline.com Alternatively you can contact the Tor Line team on: +44 1255 242242.
- I only want a quote, how do I do this?
Our online booking system allows you to make a quote. Simply enter your names, route, date details and the price updates in the top right hand corner of the screen. then simply discard the booking if you do not wish to proceed.
- I want to book a crossing that does not begin in the UK?
Simply select the route you require from the first page of the online booking system - we display all our routes in the drop down lists for Outward and Homeward route.
- Can I book by phone?
Yes, you can call us on 0871 522 9955 (Calls to this number from a BT landline cost no more than 10p per minute. Calls from mobiles and other networks may vary). We have introduced a telephone booking fee for those wishing to book by telephone - see our Terms and conditions for details: www.dfds.co.uk/terms Calls may be recorded for training purposes.
- What is a City Cruise Break?
A City Cruise Break is a Mini Cruise Break with a Hotel Stay in your destination.
- When will I get my tickets?
DFDS Seaways do not issue paper tickets. The booking confirmation you receive by email or through the post is effectively your ticket.
All you require to board is your booking number (which is displayed on your confirmation document, this normally starts GB...) AND your passports.
Your boarding cards, meal or hotel vouchers, train tickets and other documents will be given to you at check in at the port.
If you have booked a holiday then you will receive a holiday information pack by post after you the holiday has been paid for in full. Your boarding cards and accommodation vouchers and any meal vouchers or extras you have booked will be waiting for you at the port.
- Where are your timetables and departure/arrival times?
Wherever you are on our website you can check sailing schedules by clicking on Routes & Timetables on the top toolbar.
- Where can I find prices on your web site?
We operate flexible pricing, so you need to create a quote through our online booking system to find the price for a particular trip. The lowest possible prices for trips are listed on our website as "From £xx" prices.
- Why is the booking system price different from the trip page price?
This is because we operate flexible pricing. This means that as demand rises, and over time, prices rise. The prices listed on the information pages of our website for standard fares are the lowest possible prices, when booked well in advance. We display these for information purposes only.
If you find that the prices you get in the online booking system are significantly different from the prices listed, you might want to try other dates, because each sailing is set differently, so a quiet sailing will be cheaper than a busy summer sailing just prior to departure.
- Where do I enter nationalities?
When you are booking a trip online it is important that we know your nationality.
In the passenger details section you need to select "Passport Type" The drop-down box contains the 5 most common nationalities. If your nationality is not in the box, please select "Other".
A pop-up box will appear (it is important that your computer allows pop-ups from our site). In this box you can select the country that issued your passport.
Once you have selected your nationality, the pop-up box will automatically close and it will fill in the correct nationality.
- When are the public (bank) holidays in Denmark and Holland?
| Date |
Holland |
Denmark |
Reason |
1st Jan
(Annually) |
|
|
New Years Day |
20th March '08
9th April '09 |
|
|
Maundy Thursday |
21st March '08
10th April '09 |
|
|
Good Friday |
24th March '08
13th April '09 |
|
|
Easter Monday |
18th April '08
8th May '09 |
|
|
General Prayer Day |
30th April
(Annually) |
|
|
Queen's Day |
1st May
(Annually) |
|
|
Labour Day |
1st May '08
21st May '09 |
|
|
Ascension Day |
4th May
(Annually) |
|
|
Remembrance of the Dead |
5th May
(Annually) |
|
|
Liberation Day |
12th May '08
1st June '09 |
|
|
Whit Monday |
5th June
(Annually) |
|
|
Constitution Day |
5th December
(Annually) |
|
|
St. Nicholas' Eve |
24th December
(Annually) |
|
|
Christmas Eve |
25th December
(Annually) |
|
|
Christmas Day |
26th December
(Annually) |
|
|
Boxing Day |
- How late can I book for travel on the same day?
If you want to book a ferry crossing or a Mini Cruise Break for travel on the same day you must complete your booking by 14:00 online, or by 16:00 over the telephone or at our booking office.
City Cruise Breaks and Holidays are subject to other conditions.
- Making / Amending a Booking Online
- How to change my password online?
To reset/change your password online simple visit the following page:
https://booking.dfds.it/SEAWAYS/English#POS When here enter your email address that you created your booking with and press 'send me my password'.
An email will be sent to you within the next 5 minutes containing a HTML file and a temporary password.
Open the HTML file and then click on the link displayed. Please note the expiry date of the link. This link can only be used once. This will then open another window. Lastly enter your desired password in both boxes and press continue. Your password will then be changed. Please note: If your email address hasn't been registered with us (whilst making a telephone booking) you will need to contact us to register it manually, either by email to travel.sales@dfds.co.uk or by calling us on 0871 522 9955. Please remember to quote your booking reference number.
- How to amend my booking online?
To amend your booking online simply go to the My Booking facility available from the homepage:
Enter your email address and password that you made the booking with.
Then make the changes you require. If you have added anything to your booking that incurs costs (e.g. added meals) you will be asked to enter your credit/debit card details so that we can take payment. Please note credit card fees apply. Changes that can be made online are:
• Change travel dates:
• Change route:
• Add meals:
• Add/change vehicles:
• Name change:
- How do I make a ferry crossing that does not start in the UK?
To make a ferry crossing that starts outside the UK go to our booking engine from our homepage
Once the calendars have loaded then set your required start destination.
- Is it cheaper to book online?
By booking online you avoid the telephone booking fee. It also means that you can amend your booking at any time and avoid amendment fees in the process. For more information on how to save money when making a booking with DFDS Seaways visit: http://www.dfdsseaways.co.uk/ticketfinder
- How do I get a quote online?
To get a quote online simply visit the product you wish to purchase and press ‘book now’. Once the booking engine has loaded, simply select your preferred departure date and go through each stage (e.g. add meals) until you have added everything you require and you reach the passenger names section. The price displayed in the top right hand corner is the price you will have to pay.
Please note: Prices are flexible and subject to change.
- Can I book disabled cabins online?
- Can I use the booking confirmation as my ticket onto the ship?
- Can I add meals to only a couple of people in my booking?
- I need to cancel a booking
If you cancel a booking you may forfeit your personal travel insurance premium and have to pay charges, calculated from the date we receive your notification and by reference to the total price of the trip.
All details are laid out in our terms and conditions.
Please note: No refunds are allowed on lost or unused travel documents, vouchers or hotel coupons. Please note that no refunds can be given on pre-paid meals unless cancelled at least 48 hours before departure.
- I can’t see my booking(s) in my account
Possible causes:
Duplicate customer accounts: If you are already a DFDS Seaways customer, you need to log in to your customer account before making any new bookings. If you make a booking without logging in beforehand, a new customer account will be created for the booking. This can happen even if you use the same email address and password each time you make a booking – instead of having one customer account with several bookings, you will have several identical customer accounts, each with one booking. This can result in some bookings not appearing in your customer account when you log in. Solution:
If you are already a DFDS Seaways customer, remember to log in to your customer account before making a new booking. If you think you may have duplicate accounts, please contact our customer services department, who will be able to link the accounts so that you can view all your bookings online.
- I can’t access my account:
Possible causes: I don’t have a password: If you do not have a password, enter your email address and click ‘Send me my Password’ at the bottom of the screen. An email will be sent to you which contains a secure attachment with a temporary password. You can then set your own permanent password. I’ve forgotten my password: It is not possible to recover a forgotten password online. If you have forgotten your password, please contact our customer services department who will be able to reset it for you.
I didn’t register an email address: If you made a booking by telephone and did not register your email address with us, you will need to contact us to register it manually before you can access your booking online.
- I haven’t received my booking confirmation:
Possible causes:
Junk mail filter: If you have made a booking but have not received your confirmation, please check your junk mail box as it may have been incorrectly placed here. Solution:
If you have not received your confirmation email, you can view or print your confirmation by logging into your customer account. To do this, you will need the email address and password you entered when you made the booking online. Once you have logged in Click on "Booking Confirmations" on the left hand menu. From here you can print off your documents.
- Check-In & Onboard
- Are there car parking facilities at the UK ports?
At Harwich:
Secure car parking is available at the terminal. Parking costs £7.50 per 24 hours and payment is made at the machine on exit.
For a 2 night Mini Cruise Break the cost of parking is normally £15.
At Newcastle:
Secure car parking is available at the terminal. The car park charges are £12 per 24 hours.
For a 2 night Mini Cruise Break to Amsterdam the cost is £24, and for a 3 night Hotel City Cruise Break to Amsterdam the cost is £36. Payment is made on exit from the car park.
- Can I use Chip and Pin on board?
Chip and Pin is not currently required on board our ships.
We will advise our customers in plenty of time of the introduction of Chip and Pin.
- Are there electrical plug sockets in the cabin?
Yes there are plug sockets in the cabins, but they are European 2 pin plugs so you will need an adaptor. The voltage is 220v A/C. Please note that Economy cabins do not always have plug sockets.
- What is the name of the ship that sails to...?
Harwich-Esbjerg is served by the m.s. DANA SIRENA
Newcastle-Amsterdam is served by the m.s. KING OF SCANDINAVIA and m.s. PRINCESS OF NORWAY
Copenhagen-Oslo is served by the m.s. PEARL OF SCANDINAVIA and m.s. CROWN OF SCANDINAVIA.
- Are there tea/coffee making facilities in the cabins?
If you are staying in Commodore De Luxe class cabins tea and coffee making facilities are available in the Commodore De Luxe Lounge. It is also possible to purchase tea, coffee, soft drinks and pastries onboard the ship in the Cafe for the majority of the crossing.
- Are towels provided in cabins?
Yes, towels are provided in all en suite cabins.
- Can I reserve a particular cabin when I book?
We are unable to offer particular cabin numbers at the moment. However, we are able to offer the different types of cabins that are available at the time of booking.
- Can I bring my own food and drink?
The Master and other officers on board may make and enforce such reasonable regulations as they see fit in order to preserve the safety, comfort and enjoyment of the passengers and crew.
Passengers are not allowed to eat or drink items that have not been purchased on board in public or cabin areas. Any food and drink found maybe confiscated.
- Can I change money at the port?
At both of our UK Ports (Harwich and Newcastle) there is a Bureau de Change in the main passenger terminal. It is also possible to change money on board ship using the ship's Bureau de Change (ask at the information desk).
- Can I use my credit or debit card whilst on board?
Most major credit cards are accepted, (VISA, Mastercard, American Express). However, Debit Cards such as Delta and Switch which are not VISA or Mastercard affiliated are not accepted.
- Do you have cabins with disabled access?
Each ship has a limited number of adapted standard cabins for disabled passengers. Please call us on 08702 520 524 to reserve a disabled cabin.
- Do you have duty free on board?
Duty free shopping is only available on the Copenhagen - Oslo route (where exiting the European Union).
Tax-free shopping is available on all of our other routes. This means that your shopping is often at a lower price than the high street. This is because you do not pay UK Tax on goods bought in another EU Country, subject to to the purchased items being for personal use and not for resale.
- How do I get to the terminal?
For information about how to get to our ports, visit our Customer Service -> Travel Information section via the toolbar above.
- How far is the port from...?
For distances to our ports and driving directions, visit the Customer Service -> Travel Information -> Ports Section using the toolbar above.
- How much do meals bought on board cost?
For up to the minute meal prices, simply add them to your booking, and see how much it increases the price by clicking Update Price at the top right hand side of the screen.
- On a Mini Cruise Break do we have to leave the ship?
Yes, you will need to leave the ship so that the crew can prepare the ship for the return sailing.
It is also necessary to leave the ship to collect a new boarding card for your return sailing if you are changing cabins.
- What currencies do you accept on board?
Harwich-Esbjerg: GBP and DKK
Newcastle-Amsterdam: GBP and EUR
Copenhagen-Oslo: GBP, DKK, NOK and USD
Additionally, all ship facilities accept VISA or Mastercard affiliated Debit and Credit cards.
Key:
GBP: British Pounds
DKK: Danish Kroner
EUR: Euros
USD: US Dollars
- Can I take a gas bottle on DFDS Seaways' Harwich-Esbjerg route?
Please note: Carriage of gas bottles: a maximum of 2 x 11kg gas bottles, one of which must be connected to an appliance (e.g. a fridge etc) may be carried in a caravan. Carriage of 1 x 17kg or 1 x 19kg bottles instead of 2 x 11kg bottles is not permitted. No loose gas bottles may be carried on DFDS Seaways ships.
The above are booking conditions and conditions of carriage of DFDS Seaways.
Customers are reminded of these conditions in order that they can make any necessary prior arrangements.
Discovery of any undeclared gas bottles after check-in may result in all the associated people, vehicles and gas bottles on the relevant booking being refused travel.
- What time must I check in by?
It is your responsibility to check in on time before the ship leaves. We recommend that foot passengers check in at least an hour before the sailing.
Passengers travelling with vehicles: we recommend that you check in 1½ hours (90 minutes) before sailing.
All passengers must have boarded half an hour before departure.
- What is the smoking policy on board?
Smoking is not permitted in any cabins on any DFDS Seaways ferry. Smoking is only permitted in certain dedicated areas on board and outside (on the weather deck).
- How will my motorbike be secured on the car-deck?
| m.s Dana Sirena (Harwich - Esbjerg) |
| IS THERE A SECURE AREA? |
Yes |
ARE TIE DOWNS SUPPLIED? |
Yes |
ARE ROPES SUPPLIED? |
No |
ARE THERE FIXING POINTS? |
Yes |
ANY ALTERNATIVES? |
No |
WHEEL WEDGES SUPPLIED? |
Yes |
WHO SECURES VEHICLE? |
Passenger |
CAN CREW ASSIST? |
Yes |
|
|
m.s King of Scandinavia (Newcastle - Amsterdam)
|
|
Yes |
|
Yes |
|
Yes |
|
Yes |
|
No |
|
No |
|
Passenger |
|
Yes |
|
|
m.s Princess of Norway (Newcastle - Amsterdam) |
|
Yes |
|
Yes |
|
No |
|
Yes |
|
No |
|
No |
|
Passenger |
|
Yes |
|
|
|
m.s Crown of Scandinavia (Copenhagen - Oslo) |
|
Yes |
|
Yes |
|
No |
|
Yes |
|
No |
|
No |
|
Passenger |
|
Yes |
|
|
m.s Pearl of Scandinavia (Copenhagen - Oslo) |
|
No |
|
Yes |
|
Yes |
|
Yes |
|
No |
|
No |
|
Passenger |
|
Guidance only |
|
|
- Changes & Cancellations
- Where can I find out about delayed or cancelled sailings?
For the latest sailings infomation regarding arrival and departures please call us on 0871 882 1777 (calls cost 8p per minute) Where possible we display this information on our website at: www.dfdsseaways.co.uk/delays
- What happens during rough weather?
The safety of our passengers is the prime concern of all our captains. In the event of a delay or cancellation due to weather interruptions, our staff will do all they can to transfer passengers to other DFDS Seaways sailings or make other travel arrangements if possible.
- My details are wrong / I'd like to amend my profile
If the details we have for you are incorrect or you would like to update your customer profile with details of your interests, full contact details etc., then you can now do this via our website.
- How much will I be charged if I cancel my trip?
If you cancel a booking you may forfeit your personal travel insurance premium and have to pay charges, calculated from the date we receive your notification and by reference to the total price of the trip. All details are laid out in our terms and conditions Please note: No refunds are allowed on lost or unused travel documents, vouchers or hotel coupons. Please note that no refunds can be given on pre-paid meals unless cancelled at least 48 hours before departure.
- Luggage
- How much luggage can I take with me?
We operate a luggage limit of 50kg per person for foot passengers.
Please note that you must be able to carry the luggage on board yourself, unassisted.
Trolleys from the terminal are not permitted on board ship.
Also, for security reasons, once you have boarded the ship you are not permitted to disembark the ship to collect more luggage.
The loading officer may refuse to take luggage if the amount you have is deemed too much.
Car passengers are able to return to the car deck to collect additional items of luggage from their car for the journey prior to the ship departing, at which point the car decks are closed until arrival.
- I am travelling with a lot of luggage, do you provide assistance?
We operate a luggage limit of 50kg per person.
In addition, once you have boarded the ship, for security reasons, it is not possible to leave to bring on more luggage.
Therefore, passengers can only take on board what they can carry. (Trolleys from the terminal are not permitted onto the ship)
If passengers have excess luggage, arrangements will need to be made at the port - contact DFDS Seaways on 0871 522 9955 with any queries.
- What are the limits on bringing goods to/from the UK?
DFDS Seaways operate a Luggage limit of 50kg per person. In addition to this, HM Revenue and Customs provide simple guidance about the regulations for travellers bringing goods in and out of the UK. All you need to know about customs allowances for goods ranging from alcohol and tobacco to food and meat is now at: http://www.hmrc.gov.uk
- Children & Infants
- Can I bring my own travel cot?
Travel cots are not allowed by Danish law. Safety regulations will not allow travel cots to be placed on the floor of cabins.
We do not charge infants (0 - 3 years old) IF they do not require their own bed, that is they share a berth with an adult. If an infant requires their own bed they must be booked as a child and will be charged at the child rate.
- What price do you charge for infants?
Children under the age of, and not including, 4 years can travel free providing that they do not require their own bed on board ship. Those that require their own bed must be booked as children and are charged the child price.
- What is the policy on unaccompanied minors?
We do not allow those aged under 16 to travel unaccompanied for any reason.
If you are aged 16 or 17 and are travelling unaccompanied, we will require written consent from a parent/guardian for travel.
This letter must be provided at check in on both outward and homeward sailings. Failure to provide the letter will result in the refusal of travel.
- What is the policy for carriage of infants?
- Special Assistance
- I am a disabled traveller, what help can I expect on board and at the Terminal?
If you or someone you are booking for has limited mobility or some other physical characteristic which makes travel more difficult than it is for others, it may be that some aspects of our services will pose problems. We welcome such customers and will offer whatever help we can. Often the problems can be overcome. However, please note that we need to know about your requirements before your booking becomes final. We cannot make special arrangements on the day you travel for requirements we do not know about beforehand. If it is possible, in our view, to adjust the service you are booking to accommodate your requirements at no extra cost, we will do so. Please contact us at 0871 522 9955 (Calls cost up to 10p per minute plus network extras) or e-mail us at travel.sales@dfds.co.uk
- Can I bring a guide dog onboard?
We run Pet Travel schemes on our Newcastle-Amsterdam and Harwich-Esbjerg routes. Unfortunately there are no animals allowed on any of the other routes for the time being. You are of course welcome to bring a guide dog on board, but they are subject to the same rules as other animals. This means that they must remain in the car or in the kennels provided and can only travel on our Newcastle-Amsterdam or Harwich-Esbjerg route.
For reasons of hygiene and the comfort of others passengers, animals must remain either in your vehicle, or in the kennel provided. Under no circumstances will any animals be allowed into any cabin accommodation or public areas of the ship, including the weather decks. Any passenger who abuses the above condition may be refused travel on a return leg of their journey.
- Are there any restrictions on pregnant women travelling?
There are no restrictions, but there are a few points you do need to be aware of before making your decision to travel. Should you require any medical help during the voyage we do have crew members trained in first aid, but this does not necessarily include child birth and there is not a doctor amongst the crew.
You are advised to have good travel insurance that will cover you if complications occur. Please note many insurance companies will not cover you for travel if your expected delivery date is within 10 weeks of your return home.
- Passports & Visas
- Do I need a passport or special visa for my trip?
All UK passengers require a valid, current passport or UK National Identity Card to leave the UK. If you hold a UK passport you do not need a visa to enter any of our destination countries. UK National Identity cards are valid for British Citizens to travel to countries within the European Union and the European Economic area plus Switzerland. Non-UK citizens require an accepted National photo-ID. If you are not a UK citizen you will need to check your requirements with your embassy and that of the country you are visiting, It is your responsibility to make sure you are allowed to travel and to have all the necessary documents. Click here for information about foreign embassies in the UK: Any fines, penalties, payments or expenditures incurred as a result of breach of this requirement shall be paid by or charged to you. In order to ensure compliance DFDS Seaways recommends that you carry your valid passport (and visa if applicable) on all journeys. Expired forms of photo-ID will not be accepted for any sailing. Failure to present valid photo-ID matching the names on your reservation will result in your being refused check-in without refund.
- Travelling abroad with Pets
- What routes can I travel with pets on?
We allow pets on our Newcastle-Amsterdam and Harwich-Esbjerg routes.
- Can I take my pet on holiday with me?
On some of our self-catering holidays it is possible to take either a cat or dog – please ask our Travel Sales staff for details on 0871 882 0885
- Can pets be booked online?
No. Pets can ONLY be added to a booking by telephone on 0871 882 0885, but your main booking can be made online.
- Can I book on the day of departure?
Only for trips leaving the UK. For trips returning to the UK you must allow 48 hours or more.
- How much does it cost to take my pet with me (each animal)?
- What documentation / checks etc. does my pet need to have leaving the UK?
For cats, dogs and ferrets, you will need a valid DEFRA (Department for Environment, Food and Rural Affairs) approved veterinary certificate showing that the pet has been micro chipped, vaccinated and blood tested for antibodies to rabies. Please note there are validity regulations for vaccinations you must meet before you travel. for more information: http://www.defra.gov.uk
- What are the rules for cats and dogs moving from the UK into other Member States?
The national authorities in Sweden and Malta should be contacted for details of entry requirements for those countries. There will continue to be free movement for pets travelling directly between the UK and the Republic of Ireland but if you have pets documents you are advised to take them with you. To take an animal from the UK into a Member State (other than Ireland (see above) and Malta – which also requires a blood test), it must have been identified by a microchip (or certain countries may accept a tattoo), successfully vaccinated against rabies and issued with a passport. Sweden also requires your pet to have been treated against tapeworms using a product containing praziquantel no more than 10 days before entering the country.
- What tick and tapeworm treatment do I need for my pet?
Tick and fox tapeworm treatment must be administered by a vet between 24 and 48 hours before check-in from a foreign port. An official certificate is required from the country in which treatment is carried out. This must be signed, dated and include date and time of treatment. If the certificate does not comply with this, we regret that we will not be able to carry the animal under the Pet Travel Scheme. For that reason, when planning your return journey on any of our routes, please give careful consideration to the timing of the tick and tapeworm treatment.
- Do quarantine regulations still apply?
Quarantine regulations still apply to animals being brought into the UK that are not travelling under the PETS passport scheme.
- What documentation/checks etc. do I need to return to the UK?
In addition to a valid DEFRA approved veterinary certificate showing that the pet has been micro chipped, vaccinated and blood tested for antibodies to rabies, you will also need a valid DEFRA approved certificate showing the animal has been treated against ticks and tapeworm not less than 24 hours, and not more than 48 hours, prior to check-in for your return to the UK.
- Can I send my pet unaccompanied?
- I am a foot passenger – can I take my pet?
No, you must travel in your own vehicle.
- I am a coach passenger – can I take my pet?
No, coach passengers are classed as foot passengers.
- I am a freight driver – can I take my pet?
No, we do not accept PETS bookings from freight drivers.
- How do I check-in with a pet?
Owners/escorts should arrive 90 minutes before departure to ensure there is sufficient time for the administration formalities to be completed. Arrival for check-in after this time may mean there is insufficient time to process an animal under the PETs scheme and boarding of the ship may not be possible.
- Where are animals kept whilst on board?
For reasons of hygiene and the comfort of others passengers, animals must remain either in your vehicle, or in 1 of 5 pre-bookable kennels provided. Under no circumstances will any animals be allowed into any cabin accommodation or public areas of the ship including the weather decks. Any passenger who abuses the above condition may be refused travel on a return leg of their journey.
- How big are the kennels?
Extra large carrier to suit German Shepherds, Retrievers, Setters, Dobermanns, Rottweilers:
Extra Large Vari Kennel 5 - 100x68x75cm.
Giant carrier to suit Great Danes, Greyhounds, Newfoundlands, St Bernards, Bull Mastiffs:
Giant Vari Kennel 6 - 120x80x88cm
Both types are §Quality airline approved (IATA) pet carriers moulded in high impact durable plastic with wire grills and doors.. Safe and strong door locking system, one handle operation allows for easy opening and closing. All Vari Kennels have rear ventilation.
- How often can I visit my pet during the crossing?
At the discretion of the crew and, conditions permitting, owners/escorts may visit their animal on the car deck or kennels at pre-arranged times during the course of the voyage. Normally, visit times are 1 hour after departure and 1 hour before arrival.
- Can I exercise my dog while on board?
It is not possible to exercise your dog on board.
- Will crew check pets during the night to see if any are distressed or sick - especially in rough weather?
The ship's crew do routine car deck checks throughout the voyage and will report any distressed animals.
- If the crossing is really rough can my pet still travel?
Yes, subject to the captain's decision. The animal's owner/escort are also responsible for ensuring that the animal is sufficiently fit and healthy to withstand the intended journey. You are recommended to seek the advice of your own vet about health and travel concerns.
- Is it my responsibility to clean the kennel/clear up after my dog?
- My dog needs regular medication - what happens?
The animal's owner/escort are also responsible for ensuring that the animal is sufficiently fit and healthy to withstand the intended journey. You are recommended to seek the advice of your own vet about health and travel concerns.
- Will bedding or food be provided for pets onboard?
No. You may wish to bring adequate supplies of food, water and bedding material if you book an on-board kennel. If your pet will stay in your vehicle, there should be sufficient space for the animal to move freely, and you should make the animal as comfortable as possible, using absorbent bedding, equipment and toys with which the animal is familiar.
Before leaving your vehicle you must ensure that the animal(s) will have enough ventilation and water/food. This will normally mean that one or more windows will need to be left partly open, but it is important also to ensure that the animal(s) cannot escape. Animals should be adequately restrained - cats should be carried in a suitable secure container.
- Must the animal be vaccinated against kennel cough?
It is not a requirement but you are recommended to seek the advice of your own vet about health and travel concerns.
- Can Assistance Dogs travel in cabins?
Assistance dogs are accepted on the strict understanding that they will not accompany their owners/escorts into cabin accommodation, and will comply with the regulations for other same-species animals carried onboard.
- Can I take any other pets?
Rabbits, Guinea Pigs, Hamsters, Mice, Rats, Gerbils and Chinchillas can currently move between EU countries (including UK) and into the EU from Andorra, Iceland, Liechtenstein, Monaco, Norway, San Marino, Switzerland and Vatican with no requirement with regard to rabies. From these countries, these animals can enter the UK on any route at any port, subject to Transport Company’s agreement. Entry from other countries – there is a 6 months quarantine. EU may impose conditions at a later date.
DFDS Seaway can accept bookings for such animals on the Newcastle–Amsterdam (IJmuiden) route that are suitably secured and kept in your vehicle. There should be sufficient space for the animal to move freely, and you should make the animal as comfortable as possible, using absorbent bedding, equipment and toys with which the animal is familiar with.
Before leaving your vehicle you must ensure that the animal(s) will have enough ventilation and water/food. This will normally mean that one or more windows will need to be left partly open, but it is important also to ensure that the animal(s) cannot escape. Animals should be adequately restrained and should be carried in a suitable secure container.
- What are the rules for ferrets leaving the UK to go to other EU countries or travelling between other EU countries?
Ferrets will have to be identified by a microchip (or a tattoo may be accepted by certain countries), vaccinated and issued with a passport.
If a Ferret does not have a passport, they must have a valid Export Health/rabies vaccination certificate issued before that date which shows that the animal is microchipped and vaccinated. Ferrets may not travel with pets certificates.
- Can I take my pet birds?
Birds may need an import licence – please check with your local Animal Health Office.
- Can I arrange pet insurance?
- Fuel Surcharge - from 1st September
- Personal Insurance
- Who are the insurers?
- What are the excesses?
- What is the period of insurance?
Single Trip
Generally cover under this insurance starts when you leave your home or place of business in the United Kingdom at the start of your trip and finishes immediately upon your return to your home or place of business in the United Kingdom for any reason. This will not exceed the period for which the premium has been paid and in any event will not exceed the period shown on the holiday booking invoice. For cancellation only, cover starts at the time the premium is paid. Personal money will be covered from the time of collection, but not more than 72 hours before travel. If the return is unavoidably delayed for an insured reason, cover will be extended free of charge for the period of the delay. The maximum duration is 90 days. Cover for one-way trips will finish 48 hours after arrival in the country of final destination.
Annual Multi-Trip
The overall period of insurance will be for the 12-month period as shown on the certificate. The insurance covers an unlimited number of holidays/leisure trips, provided that no trip is longer than 31 days with a maximum of 185 days in total in the 12 month period. The insurance includes up to 17 days winter sports cover and also provides cover for business trips. Generally, cover under this insurance starts when you leave your home or place of business in the United Kingdom at the start of your trip and finishes immediately upon your return to your home or place of business in the United Kingdom for any reason. For cancellation only, cover starts at the time you pay the premium, or when you book your trip whichever is the later. Personal money will be covered from the time of collection but no more than 72 hours before you travel. If the return is unavoidably delayed for an insured reason, cover will be extended free of charge for the period of the delay.
- Can I work abroad and still be covered?
Yes, so long as it is not heavy or hazardous manual labour such as building work. Bar work and grape picking, for example, would be covered. However the insurance will not provide any cover under the personal liability or personal accident sections of the policy for any claim arising out of or in connection with any work of any nature.
Please telephone Voyager on 01483 562662 to check whether a particular type of work will be covered.
- Does the age limit apply at the date of departure or date of buying the insurance?
- What is the maximum time I can go abroad for?
- What is the definition of a family?
- Can I travel one-way?
- Can I stopover in the USA on my way to Australia, but pay the Australian rate?
- Can non-UK residents buy the insurance?
- How do I find out if a country is, for example either Europe or Worldwide?
- What should I do if I am not satisfied with the service?
- How do you calculate the number of days for insurance?
E.g. if the Ship leaves at 23.30hrs, do I charge the extra day?
Yes. The rating bands have been designed to take in the majority of travel periods, e.g. the average 2 week holiday comes under the 17 day rating band allowing for one or two extra days either side.
- Am I covered if I had a stroke 4 months ago and my doctor says I’m fit to travel?
Please read the Medical Conditions questions on the Application form. If you answer ‘yes’ to any of the questions, then your condition is specifically excluded unless you phone the Medical Pre-Screening Service on 0845 2181649. The insurers may then agree to delete or amend the exclusion. Please see below for more details.
- What is a material fact?
A material fact is one, which is likely to influence us in accepting your insurance. This could be the state of your health or the state of health of a close relative, or if you are planning any hazardous activities. If you are in any doubt as to whether a fact is ‘material’, you should tell us. If you do not tell us this may result in your claim being invalid. Please call Voyager Insurance Services on 01483 562662.
- Who handles claims?
For all claims (other than medical emergencies or claims under Section 12 (Financial Failure), please request an appropriate claim form by writing to or telephoning:
Direct Group Travel Services Ltd,
PO Box 1800,
Halifax, HX1 9ET.
Tel: 08452 181645
Fax: 08452 181646.
- Who provides the 24-hour emergency service?
Inpatient treatment: Global Response,
Tel: +44 (0) 113 3180 153,
Fax: +44 (0) 113 3180 154
Outpatient treatment: Healthwatch S.A,
Tel: +44 (0) 113 3180 124,
Fax: +44 (0) 113 3180 125
- Who should be informed about pre-existing medical conditions?
- Can I cancel my ski holiday because of lack of snow?
- Is off-piste skiing covered?
- Is snowboarding covered?
- Is piste closure covered?
- Am I covered if my skis are stolen from the car roof when I have stopped for a meal whilst travelling to another resort?
- What ski cover is provided under the different policies?
What ski cover is provided under the different policies?
Single Trip
When the appropriate premium is paid for winter sports, cover is extended to allow winter sports activities and provides cover for winter sports equipment, ski pack and piste closure.
Annual Multi-Trip
The policy includes up to 17 days winter sports cover. Cover is provided for winter sports equipment, ski pack and piste closure.
- I go skiing for 4 weeks every year. Can I extend the 17 days on my Annual Multi-Trip policy?
- Am I covered if I miss the Ship because of a traffic jam on the motorway?
- Am I covered if the Ship becomes delayed and I miss a connection because one of them is delayed?
Yes, for necessary additional accommodation and travel expenses up to the policy limit, provided you have left sufficient time between the two flights, i.e. planned to arrive at your departure point at the earliest scheduled check-in time.
- Am I covered if I lose my contact lenses?
- What is a ‘reasonable allowance for wear or tear’?
- Are my belongings covered if they are on a roof rack?
- What should I do if the DFDS Seaways loses or damages my suitcase?
- What happens if the police don’t write me a report?
- What should I do if I don’t discover a loss or breakage until I get home?
- Is my camcorder worth £800 covered?
It is covered for Loss or theft, under the valuables sub-section within the overall baggage section, but the valuables limit will be much lower than it is worth. The cover for valuables varies from policy to policy. We would recommend you contact your house contents insurers to arrange an extension to cover for your camcorder.
- What should I do with my belongings if I’ve gone to the beach and want to have a swim? My hostel doesn’t have a safe place to keep them?
- If I make a claim under this insurance for some stolen personal effects, will you make a counter claim against my household insurers?
- What is the single item limit?
- Am I covered if I accidentally cause damage in the hotel I’m staying in?
- Why isn’t personal liability covered under your personal travel insurance whilst driving?
- Am I covered for cancellation if one of my relatives is taken ill?
Yes, subject to the policy terms and conditions relating to the health of travelling companions and others on whom the journey may depend. The insurance will pay your cancellation costs if your husband or wife, (or partner with whom you are living at the same address), parent, grandparent, parent-in-law, brother, sister, child, grandchild, brother-in-law, sister-in-law, son-in-law, daughter-in-law or fiancé(e) are taken ill before you are due to go away necessitating you to cancel the trip.
- My holiday is costing me £6,000 but there is only cover up to £5,000. Can I pay a supplement to cover for the extra risk?
- I have just been posted to Iraq when I should be on holiday. Am I covered to cancel?
Yes. If you are a member of the Armed Forces and you are unexpectedly required for emergency and unavoidable duty, you are covered for cancellation. This also applies in certain circumstances to police, fire, nursing, ambulance or coastguard services provided that at the time of booking your trip you had no reason to believe that you would be called for duty.
- I’ve just been made redundant. Can I cancel my holiday?
- If I have to return home for an insured reason, will the insurance compensate me for my lost holiday?
Curtailment means cutting your planned journey short by early return to the United Kingdom or admission to hospital overseas as an in-patient so that you lose the benefit of accommodation you have paid for. The insurance will pay on the basis of the number of complete nights accommodation lost. In respect of travel expenses, the insurance will pay for any additional costs, but not for the loss of pre-booked arrangements.
- If I am delayed at the port due to a blockade of the port am I covered to cancel?
If you are delayed at the port for 12 hours or more for any of the reasons specified in the policy wording, you are entitled to the delay benefit as stated. If this is due to a strike or similar action, this must not have already started or been announced at the time you arranged your trip. However, occasionally it may be necessary to abandon the trip, in which case you are covered for the cost of the trip to the maximum claimable under section 1.
- If I’m stuck at Port because the Ship is delayed can I cancel and go home?
Yes, if the sailing has been delayed for 12 hours or more because of strike, riot, civil commotion, accident, mechanical breakdown or bad weather.
- Am I covered for the dentist abroad?
- I don’t need travel insurance because I’m covered under the EHIC. Is this right?
This is a common misconception. The EHIC in Europe and Medicare in Australia provide reciprocal health arrangements with the UK. However, there are many restrictions such as payment is often limited to a percentage of the total cost; it only applies in certain cases; on-going drugs to treat the condition are not covered nor are ambulance costs and repatriation costs. Under Emergency Medical and Associated Expenses – section 2, you will not have to pay a policy excess if your claim is reduced by using the EHIC.
- If I decide to stay abroad for longer can I extend my cover?
- I returned to the UK for my Grandfather’s funeral and used my existing Ferry ticket to come home. I still have 6 months of my planned trip outstanding. Will the insurance pay for me to go back out and return?
- Am I covered for bar work?
- I’m Abroad and I’ve had all my money stolen. Can I get emergency funds sent out to me from the insurers?
- I am planning to spend 8 months in Europe and 4 months in other countries around the world. What premium do I pay?
- Can I return to the UK for short breaks to visit my family during the duration of my policy?
- Can my children travel separately under the family policy?
- If I am on a business trip and I’m taken seriously ill, can a colleague be sent out to cover me?
Yes, the insurance will pay for reasonable additional accommodation and travel expenses if a close business colleague has to travel overseas to finish any essential business commitments which were interrupted because of your death, injury or illness.
- Am I covered for holidays in the UK?
- Does my age count from the date of inception or from the date of travel?
- If I’ve already booked my holiday, can I wait and buy the insurance from the date of travel?
- Am I covered if I have to go into hospital after buying the insurance and before I travel?
Yes, you can cancel subject to the terms and conditions of the policy, if you’ve already booked your trip and are forced to cancel. For any future bookings you should contact the Pre-Screening Service.
- European Vehicle Assistance
- Am I covered if I breakdown in the UK?
- The policy states that I must carry a serviceable spare wheel, however my car is equipped by the manufacturer with run-flat tyres/tyre puncture sealant kit, is this covered?
- I’m hiring a vehicle to go abroad, is this covered?
- Which countries are covered by the policy?
Andorra, Austria, Balearics, Belgium, Bulgaria, Canary Isles, Corsica, Croatia, Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Germany, Gibraltar, Greece, Hungary, Italy, Latvia, Liechtenstein, Lithuania, Luxembourg, Malta, Monaco, the Netherlands, Norway, Poland, Portugal, Romania, San Marino, Sardinia, Sicily, Slovakia, Slovenia, Spain, Sweden, Switzerland, Turkey in Europe plus Uskudar, Republic of Ireland, Isle of Man and the Channel Islands.
- I’m taking a motorised caravan abroad, is this covered
- How many people are covered by the policy?
- I am named on the policy; can anyone else drive the vehicle and be covered by the policy?
- What type of vehicles do you cover?
We provide cover for the following vehicle types: car, light van, motorised caravan, estate car, or motorcycle. The insured vehicle must be privately registered in the United Kingdom and under 10 years old since first registration (or under 15 years old if you have paid the appropriate extra premium). Important Note: The insured vehicle must be serviced, maintained and operated as recommended by the manufacturer and hold a current valid MOT certificate if applicable.
- Are there any weight and size limits for my vehicle?
The insured vehicle must not exceed (including any load carried) the following gross vehicle weight and dimensions: 3,500kg in weight, 8m in length, 3m in height and 2.25m in width.
- Can I change my vehicle after I have purchased the policy?
- How many days am I covered for under the Annual multi-trip policy?
- Am I covered before my I depart?
Yes, you are covered if the insured vehicle is stolen and not recovered before you leave, or if an event occurs which means you cannot use the insured vehicle up to 7 days before you are due to travel. Please note: Should you purchase cover within 7 days of your scheduled date of departure, you are not covered for any claim resulting from breakdown, or if the actual or imminent breakdown is discovered during the course of a service carried out within 7 days of your scheduled date of departure.
- How far in advance can I purchase European Breakdown Cover?
- Am I able to purchase a European Breakdown Cover policy if I am not a UK resident?
- Are there any administrative fees or charges if I take out a policy?
- Will you cover the cost of obtaining spare parts if none are available locally?
Yes, if we are unable to obtain spare parts locally, we will arrange to have them delivered to you, subject to availability and import restrictions. Please note you are responsible for the cost of the spare parts and customs duty payable.
- Will you help me pursue uninsured losses against third parties arising from a road traffic accident?
- What should I do immediately after I have an accident?
- What should I not do immediately after I have an accident?
- Do you cover hire cars?
- If I purchase a policy, am I insured personally or do you insure the vehicle?
- I drive a company owned car and want to take this on holiday to Europe, would your policy cover this?
Yes, our policy will cover company vehicles that are taken abroad for personal use. The company vehicle must be registered in the UK and you must have the necessary permission and insurance to drive the vehicle abroad. The insured vehicle must also meet the definitions of the insured vehicle in the policy wording. Please note we do not cover commercial vehicles that are being used for business purposes whilst traveling overseas.
- I'm already overseas and would like to take out cover, is this possible?
- If I need to make a claim, is there a policy excess to pay?
- Email Communication
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