Ferry disruption & compensation

In order to qualify for compensation, you must be booked on a particular sailing or have a Season Ticket and must have checked in at least 30 minutes before your scheduled departure when travelling by vehicle (unless otherwise advised by Wightlink) or 15 minutes by foot. Under EU Legislation there are two exemptions when compensations will not be paid.

• Extreme weather – occasionally weather and/or sea conditions are such that they endanger the safe operation of the ship.
• Exceptional circumstances – other circumstances beyond Wightlink’s control may be the cause of cancellation or delay.

These include but are not limited to:

• Harbour movements and regulatory inspections

• Lower than predicted tides

• Broken down vehicles

• Medical emergencies

• Obstruction to the ship, infrastructure or passage by a third party

For compensation to be paid to you, please check who your booking was made with as bookings made through a third party cannot be compensated directly by Wightlink.

If you booked directly with Wightlink using our website, through our Contact Centre or at one of our Customer Service Points, you may be able to claim –

• 25% of the fare paid for that crossing if the arrival of your sailing is delayed between 60 and 120 minutes.
• 50% of the fare for that crossing if the arrival of your sailing is delayed over 120 minutes.
• You can also claim a mileage allowance for your vehicle of £26.28 if you were diverted to another one of our ports.

If you prefer to receive your compensation in travel vouchers, we will add a 10% premium to your compensation, just tick the box at the bottom of the claim form.

If you travelled using a Multilink pass you can choose to receive the journey back to your pass.

When claiming compensation, you must include your booking reference number and Multilink pass number to ensure we can process your claim as quickly as possible. To claim your compensation, please complete this form.

Please contact [email protected].

Sorry, but if you booked with a holiday company or an accommodation partner and not directly with Wightlink, you’ll have to contact the holiday company or accommodation provider directly to claim your compensation. If you’re not sure who to contact, get in touch with us and we will be happy to advise you.

We’re unable to compensate you directly as we’re obliged to compensate the company that paid us for the journey.