Frequently Asked Questions (FAQs)

Below are a range of the most frequently asked questions for the Newcastle-Amsterdam, Harwich-Esbjerg and Copenhagen-Oslo ferry routes.

  • 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.

    • How can I get the cheapest fare?
    • What and where is the Credit/Debit Card Verification Number?
      • 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. 

        Credit cards payments incur a 2% surcharge, not applicable to debit cards. (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. <br><br>
         
        Therefore all bookings must be paid in full at time of booking. <br><br>


    • 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.

    • I haven't received my booking confirmation by e-mail
      • 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 by the UK local 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 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.

    • Can we book a specific cabin onboard the ship?
      • This is not possible unless there is a disabled person travelling, in which case we will make sure they are allocated an adapted cabin. Please call 08702 520 524 for more information.

    • Can we book our table in the restuarant 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 SIRENA SEAWAYS (Harwich - Esbjerg) it is not possible to reserve a table.

    • 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 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

    • 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% 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 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.

    • The online booking system won't accept my phone numver
      • 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 two 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 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. <br><br>

    • Where can I find prices on your website?
      • 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.

    • 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.

    • When are the public (bank) holidays in Denmark and Holland?
      • Date

        Holland

        Denmark

        Reason
        1st Jan
        (Annually)

        Public Holiday in this country

        Public Holiday in this country

        New Years Day
        20th March 
        9th April 

        No public Holiday in this country

        Public Holiday in this country

        Maundy Thursday
        21st March 
        10th April 

        Public Holiday in this country

        Public Holiday in this country

        Good Friday
        24th March 
        13th April 

        Public Holiday in this country

        Public Holiday in this country

        Easter Monday
        18th April 
        8th May 

        No public Holiday in this country

        Public Holiday in this country

        General Prayer Day
        30th April
        (Annually)

        Public Holiday in this country

        No public Holiday in this country

        Queen's Day
        1st May
        (Annually)

        No public Holiday in this country

        Public Holiday in this country

        Labour Day
        1st May 
        21st May

        Public Holiday in this country

        Public Holiday in this country

        Ascension Day
        4th May
        (Annually)

        Public Holiday in this country

        No public Holiday in this country

        Remembrance of the Dead
        5th May
        (Annually)

        Public Holiday in this country

        No public Holiday in this country

        Liberation Day

        12th May
        1st June

        Public Holiday in this country

        Public Holiday in this country

        Whit Monday
        5th June
        (Annually)

        No public Holiday in this country

        Public Holiday in this country

        Constitution Day
        5th December
        (Annually)

        Public Holiday in this country

        No public Holiday in this country

        St. Nicholas' Eve
        24th December
        (Annually)

        No public Holiday in this country

        Public Holiday in this country

        Christmas Eve
        25th December
        (Annually)

        Public Holiday in this country

        Public Holiday in this country

        Christmas Day
        26th December
        (Annually)

        Public Holiday in this country

        Public Holiday in this country

        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.

  • 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.

    • 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.

    • 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.

    • 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.

    • 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.<br><br>

    • 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 onboard?
      • 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, which includes e-cigarettes, is not permitted in passenger cabins and public areas, including corridors, halls, staircases and arcades. Smoking onboard the ship's is permitted in designated areas only, which are appropriately marked including the relevant signs. An additional €200 minimum surcharge shall be applied for smoking in other than designated areas (which corresponds to the value of the cleaning services to be ordered by us).

    • 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)
        IS THERE A SECURE AREA?
        Yes
        ARE TIE DOWNS SUPPLIED?
        Yes
        ARE ROPES SUPPLIED?
        Yes
        ARE THERE FIXING POINTS?
        Yes
        ANY ALTERNATIVES?
        No
        WHEEL WEDGES SUPPLIED?
        No
        WHO SECURES VEHICLE?
        Passenger
        CAN CREW ASSIST?
        Yes
        m.s Princess of Norway (Newcastle - Amsterdam)
        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?
        No
        WHO SECURES VEHICLE?
        Passenger
        CAN CREW ASSIST?
        Yes
        m.s Crown of Scandinavia (Copenhagen - Oslo)
        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?
        No
        WHO SECURES VEHICLE?
        Passenger
        CAN CREW ASSIST?
        Yes
          
        m.s Pearl of Scandinavia (Copenhagen - Oslo)
        IS THERE A SECURE AREA?
        No
        ARE TIE DOWNS SUPPLIED?
        Yes
        ARE ROPES SUPPLIED?
        Yes
        ARE THERE FIXING POINTS?
        Yes
        ANY ALTERNATIVES?
        No
        WHEEL WEDGES SUPPLIED?
        No
        WHO SECURES VEHICLE?
        Passenger
        CAN CREW ASSIST?
        Guidance only



    • Can I use Smartphone’s and 3G/4G enabled tablets onboard the vessel?
      • Using your phone/tablets overseas (roaming) can cost considerably more than it does at home, particularly if you want to surf the web a lot, upload photos to social networking sites or check or send lots of emails.  So unless you turn off data roaming before you go, these devices could be downloading data at standard rates throughout your stay without you realising it.

        Mobile devices at sea may not be able to connect to traditional 2, 3 or 4G networks and may instead seek out a satellite connection. Mobile euro-tariffs and world-wide data limits unfortunately do not apply to these and charges can be high.  If you think you will need to use your phone at sea, check with your provider before you travel how much it will cost to use your phone via a satellite connection.

        http://consumers.ofcom.org.uk/2013/03/check-your-phone-before-you-roam/

  • 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 and 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

    • On a Mini Cruise Break - What do I do with my luggage?
      • In nearly all cases you are allocated the same cabin outward as homeward, so you are free to leave all your luggage securely in the cabin during your time at the destination (remembering to take your passports with you).

        In some rare instances this is not possible, and you will be advised at check-in if this is the case. We will also inform you what facilities are available for you to store your luggage during your time ashore.

  • Children & Infants
    • 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 your policy on unaccompanied children/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?
      • DFDS Seaways' policy on the carriage of infants is that the maximum number of passengers occupying any cabin may not exceed the number of cabin berths plus 1 child under 4 years of age.
    • 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.

  • Special Assistance
    • I am a disabled traveller, what help can I expect onboard and at the Terminal?
      • If you or someone you are booking for is disabled or a person with reduced mobility or some other physical characteristic which makes travel more difficult than it is for others, we welcome you as our customer and will offer whatever assistance we can. It is, however, extremely important that you inform us of your requirements so that we may provide as much assistance as possible.

        We need to know about any disabled persons or person with reduced mobility requirements in respect of any special needs or assistance before or at the time of reservation.  Including any specific needs with regard to accommodation or services required or the need to bring medical equipment; provided the need is known at that time of such reservation or ticket purchase.

        We and terminal operators shall, within our respective areas of competence, provide assistance free of charge to disabled persons and persons with reduced mobility in ports, including embarkation and disembarkation, and on board ships. 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.

        It will not be possible make special arrangements on the day you travel for requirements we do not know about beforehand.  Where no notification is made, we and terminal operators may nonetheless make all reasonable efforts to ensure that the assistance is provided in such a way that the disabled person or person with reduced mobility is able to embark, disembark and travel on the ship.

        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?
      • Where a disabled person or person with reduced mobility is accompanied by a recognised assistance dog; that dog may be accommodated together with that person, provided that we are notified before or at the time of reservation and in accordance with applicable national rules on the carriage of recognised assistance dogs on board passenger ships, where such rules exist.

        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

    • 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.

  • 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.

    • How can I get the cheapest fare?
    • What and where is the Credit/Debit Card Verification Number?
      • 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. 

        Credit cards payments incur a 2% surcharge, not applicable to debit cards. (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. <br><br>
         
        Therefore all bookings must be paid in full at time of booking. <br><br>


    • 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.

    • I haven't received my booking confirmation by e-mail
      • 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 by the UK local 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 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.

    • Can we book a specific cabin onboard the ship?
      • This is not possible unless there is a disabled person travelling, in which case we will make sure they are allocated an adapted cabin. Please call 08702 520 524 for more information.

    • Can we book our table in the restuarant 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 SIRENA SEAWAYS (Harwich - Esbjerg) it is not possible to reserve a table.

    • 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 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

    • 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% 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 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.

    • The online booking system won't accept my phone numver
      • 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 two 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 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. <br><br>

    • Where can I find prices on your website?
      • 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.

    • 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.

    • When are the public (bank) holidays in Denmark and Holland?
      • Date

        Holland

        Denmark

        Reason
        1st Jan
        (Annually)

        Public Holiday in this country

        Public Holiday in this country

        New Years Day
        20th March 
        9th April 

        No public Holiday in this country

        Public Holiday in this country

        Maundy Thursday
        21st March 
        10th April 

        Public Holiday in this country

        Public Holiday in this country

        Good Friday
        24th March 
        13th April 

        Public Holiday in this country

        Public Holiday in this country

        Easter Monday
        18th April 
        8th May 

        No public Holiday in this country

        Public Holiday in this country

        General Prayer Day
        30th April
        (Annually)

        Public Holiday in this country

        No public Holiday in this country

        Queen's Day
        1st May
        (Annually)

        No public Holiday in this country

        Public Holiday in this country

        Labour Day
        1st May 
        21st May

        Public Holiday in this country

        Public Holiday in this country

        Ascension Day
        4th May
        (Annually)

        Public Holiday in this country

        No public Holiday in this country

        Remembrance of the Dead
        5th May
        (Annually)

        Public Holiday in this country

        No public Holiday in this country

        Liberation Day

        12th May
        1st June

        Public Holiday in this country

        Public Holiday in this country

        Whit Monday
        5th June
        (Annually)

        No public Holiday in this country

        Public Holiday in this country

        Constitution Day
        5th December
        (Annually)

        Public Holiday in this country

        No public Holiday in this country

        St. Nicholas' Eve
        24th December
        (Annually)

        No public Holiday in this country

        Public Holiday in this country

        Christmas Eve
        25th December
        (Annually)

        Public Holiday in this country

        Public Holiday in this country

        Christmas Day
        26th December
        (Annually)

        Public Holiday in this country

        Public Holiday in this country

        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.

  • Passports & Visas
    • Do I need a passport or special visa for my trip?
      • All UK passengers require a valid, current passport to leave the UK. If you hold a UK passport you do not need a visa to enter any of our destination countries. 

        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 with pets on the day of depature?
      • 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)?
      • £19 single, £38 return.
    • 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: Visit the Defra website.
    • 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?
      • No.
    • 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.

    • 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?
      • No.

    • 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?
      • bits, 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
    • Why is DFDS Seaways imposing an oil surcharge on ticket prices?
      • Oil prices have reached a level which gives us considerable extra costs for the purchase of fuel. Since the price of oil can vary over time, we have chosen to compensate for the higher costs by means of a temporary surcharge instead of raising the prices permanently.
    • Why is it DFDS' customers have to pay for the increase in the price of oil?
      • It goes without saying that all our income comes from sales to our customers. It is exactly the same for every other company in that the prices the customers pay depend on how much it costs to deliver the goods, hence we are noticing the same trend in large areas of the travel and transport sector.
    • Why are the price rises coming now?
      • The price of oil has fluctuated a great deal during the last year, and because of this we have chosen to wait as long as possible before introducing a surcharge. But now we find that the price of oil has stabilised at a high level. It is no longer possible for us to absorb the higher fuel costs by making savings in other places.

        It is absolutely crucial for a service company such as ours to be able to ensure the company healthy finances to enable the necessary development of our ships, our services and what we can offer our customers.

    • Will the prices be adjusted back when the oil price falls again?
      • This is a temporary surcharge that depends on the general level of oil prices on the world market. We are therefore following developments very carefully and if there is a significant change in the price of oil, so it stabilises on a new level, the oil surcharge will also be changed.
    • How is it that other shipping companies are able to continue with the same ticket prices, whereas DFDS Seaways can’t do this?
      • First and foremost this is the general trend in the travel and transport industry and we see oil surcharges with other shipping companies, with airlines and in land transport companies etc. Freight customers everywhere have been paying oil price surcharges for a long time. However, different companies are affected in different ways since we are talking here about completely different products, completely different markets, completely different travel distances and times. For this reason the solutions also differ. It is our impression that most companies need to increase the prices as a result of extra costs for fuel, either by means of a surcharge or by increasing the price generally.
    • How long should customers expect the price rises to be in force?
      • This is a temporary surcharge which depends on the level of prices for crude oil. It is very difficult to predict the development, but if significant changes take place and prices stabilise at a different level than today we will of course re-assess the oil price surcharge.
  • Personal Insurance
  • European Vehicle Assistance
  • 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 do I 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