Frequently Asked Questions - Passenger ferry services
1. When will I receive my tickets?
Norfolkline operate as a ticketless company. When you make an online reservation you will be sent an email confirmation containing the booking reference and travel details. Alternatively, if you make a phone reservation, you will be asked to make a note of your booking reference number. On the day of travel you will need to quote your booking reference at the Norfolkline check-in booth.
2. Can I just turn up at the port and buy my ticket?
Cross channel ferry crossings
Between the hours of 07:00 and 20:00 you are able to buy tickets at the Norfolkline desk inside the Travel Centre. Outside of these hours to book you can drive direct to the Norfolkline check-in booths and purchase your ticket there. Specific turn up and go fares apply. Please note: We would always advise that you pre-book your journey in advance of travel as we cannot guarentee space availability on the day.
Irish Sea ferry crossings
Between the hours of 06.30 and 10.00 or 18.30 and 22.00 you are able to buy tickets at the Passenger Check-In Terminal. Please note: We would always advise that you pre-book your journey in advance of travel as we cannot guarantee space availability on the day.
3. What is the procedure for traveling with pets?
Cross channel ferry crossings
Norfolkline vessels are able to carry pets as long as we are advised at the time of the booking and provided a pet passport number. Pet tickets are charged at £30 or €36.00 per animal. You can book your pet over the telephone at this moment in time. If you need any assistance please call 0870 870 10 20 and speak to one of our Passenger Services Co-ordinators. Please note: All animals must remain in the vehicle during the crossing and are subject to the necessary documentation, vaccinations etc. For any more additional we advise you to visit the DEFRA website.
Irish Sea ferry crossings
Norfolkline vessels are able to carry pets as long as we are advised at the time of booking – please notify the Call Centre on 0870 600 4321 (UK) or 01 819 2999 (ROI). Please note: Animals other than guide dogs and disability assistance and are not permitted in the passenger areas on board ship and must remain in the vehicle during the crossing. A number of dog kennels are available and are on a first come first served basis.
4. How long before the departure time should I check-in?
Cross channel ferry crossings
Vehicles need to be at the port no more than 2 hours and no later than 1 hour prior to the scheduled departure time. Arriving at the port after this time may leave you insufficient time to check-in as port security and immigration checks in Dover occur prior to check-in and you may miss your sailing due to circumstances outside of Norfolkline's control. Please note: Passenger controls occur after check-in at Dunkerque Port.
Irish Sea ferry crossings
Passenger check-in opens 2 hours before the ship’s scheduled departure time. Check-in desks will close 1 hour before the departure of the ship. Passengers who arrive after this time will not be permitted to board the ship and will forfeit their ticket - no refund or free transfer will apply. Passengers are advised to check departure times 24 hours before sailing.
5. Can I have a roof box or bicycles attached to my car?
Cross channel ferry crossings
We do not have any problems if the combined height of the vehicle does not exceed 2.4 meters and the length of 5 meters. For vehicles over this height, please contact the call centre on 0870 870 10 20
Irish Sea ferry crossings
We do not have any problems if the combined height of the vehicle does not exceed 2.4 meters and the length of 5 meters. For vehicles over this height, please contact the call centre on 0870 600 4321 (UK) or 01 819 2999 (ROI).
6. Are there car parking facilities at the port?
Cross channel ferry crossings
Yes. Dover port offers short and long-stay parking in the main multi-storey car park located at the entrance to the Eastern docks ferry terminal for prices please contact the Dover Harbour Board on 01304 240400 . Free parking in front of the Travel Centre is restricted to 15 minutes.
Irish Sea ferry crossings
Yes however car parking space is limited and is available on a first come first served basis.
7. How long is the crossing?
Cross channel ferry crossings
The duration of the crossing is 2 hours
Irish Sea ferry crossings
Crossing on the Belfast route is approximately 8 hours and approximately 7 hours on the Dublin route.
8. Do you have currency exchange facilities onboard the vessel?
Cross channel ferry crossings
All ferries within our fleet offer a bureau de change service onboard.
Irish Sea ferry crossings
No. Passengers can however use both Sterling and Euro onboard.
9. Is duty free shopping still available onboard?
Duty free shopping was abolished within the European Union in 1999. We now offer passengers the opportunity to purchase great value products such as wines, spirits, tobacco, confectionery, gifts and perfume. On our cross-chanel ferry crossings these are at French duty paid prices - take a look at some of the latest offers available.
10. Can I smoke onboard?
In the interests of passenger comfort, all public areas on the vessels are non-smoking however it is possible to smoke on the outside decks.
11. What documentation do I need to travel?
Cross channel ferry crossings
All persons traveling need to have in their possession a valid passport. French passport control takes place prior to check-in. For more information on passports or travel documentation you can call the French Consulate on 020 7073 1200. Please note, not all British passports are valid for travel to France.
Irish Sea ferry crossings
All Passengers aged 18 or over must produce photographic identification in the form of a valid passport or valid photographic EU national identity card or valid photographic driving license or valid police warrant card/badge or Citizen Card or a valid Government-issued identity card at Norfolkline check-in.
12. Where can I obtain a visa?
Visas for travel to France must be requested from the French Consulate in London or Edinburgh. For more information, please contact the Consulate visa line on 09065 540 700
13. Is travel insurance recommended?
We recommend that all passengers travelling to France take out a travel insurance policy.
14. Are there any legal requirements needed for my car to drive overseas?
Vehicles travelling in France are legally required to have certain breakdown and emergency equipment stored in the vehicle and a visible GB sticker.
15. Do your ships accept vehicles which run on Liquified Petroleum Gas LPG?
Yes, vehicles converted to LPG or motor homes carrying LPG cylinders are accepted onboard our ferries. Please note however, vehicles are limited to carrying one LPG cylinder we also ask that you advise the staff at the check in booth before you check in.
16. Which of your ships are suitable for disabled passengers of wheel chairs?
All our vessels are equipped to carry disabled passengers however we need to be advised at the time of making a booking, the staff can allow for the car to be situated nearer to the lifts on the car deck. Staff will also accommodate as much as they can.
17. What is a commercial vehicle?
Any vehicle that is being used for or designed for the carrying of goods. Therefore they cannot travel on passenger tariffs, and must pay commercial freight rates. Freight rates are subject to VAT.
18. What if I have concerns regarding the service?
Cross channel ferry crossings
If you have any concerns regarding the services provided by Norfolkline, you should bring them to the immediate attention of one of our staff. If your concerns remain unresolved, please contact us in writing within 28 days of your return, quoting the booking reference and giving details of how we may contact you.
Irish Sea ferry crossings
For all other queries please contact our call centre on 0870 600 4321 (UK) or 01 819 2999 (ROI) or email pdepartment@norfolkline.com
19. Important information for Belgium to Scotland route:
- Contracts are subject to Norfolkline terms & conditions.
- All fares are subject to a fuel surcharge per person per way; Norfolkline shall continuously monitor fuel prices & reserve the right to amend the surcharge. Please refer to the fuel surcharge section of the website for the most recent fuel surcharge information.
- All cabins have en-suite showers, toilet & air conditioning facilities.
- Cabin or Pullman seat accommodation is compulsory on all sailings appropriate to the number of passengers traveling.
- All children (4-12) & adults must be allocated a berth in a cabin or a Pullman seat.
- Meals are not included in fares.
- Fares subject to change.
- 'Passenger Vehicle' refers to any car, minibus or motorhome for non-commercial use. All fares shown are NOT for freight purposes.
- Norfolkline must be informed at time of booking of vehicles over 4.8m in height.
- Cabins for people with disabilities are available but need to be booked through the call centre in advance. Cost for using the call centre will be waived.
- Bookings for additional passenger vehicles need to be made through the call centre in advance. Cost for using the call centre will be waived.
- Booking placed via the call centre costs €13 per booking.
20. What if I am traveling with Children who do not have their Parent or Legal Guardian traveling with me?
Children traveling abroad without their Parent or Legal Guardian but with another adult must have a letter of consent or permission to travel maybe refused. It is the Passengers responsibility to ensure that they have all the documentation needed to comply with the requirements of immigration, customs, health and other relevant regulations.
21. Can I travel with medical oxygen?
Medical oxygen - UN1072a
The carriage of medical oxygen in a private vehicle is permitted to travel without a dgn under the following circumstances:
Only 6 x 10 litre canisters can be carried in one vehicle and only if accompanied by a doctor’s letter confirming that the passenger must carry the oxygen at all times.
Passengers must inform Norfolkline at the time of booking that they will be carrying the oxygen so that a note can be made in the booking to this effect.
Passengers are prohibited from being in designated smoking areas.
Any further information can be found under MGN 340 on the MCA website.