FAQs

Age limits

Onboard our UK - France routes, a parent or guardian must accompany people under the age of 18 years.

Minors aged 16 years and 17 years who are not travelling with an adult over 18, must have a letter of consent from their parents/guardians. However, failure to produce this letter at check-in may result in refusal of travel. For more information, please see our Terms and Conditions, Section 7.

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Vehicle Information

Ensure you know your vehicle’s height and length, including any bike racks or roof boxes, and select the correct vehicle type when booking. Incorrect declarations may result in refusal or extra charges at the port. Visit our vehicle page if you’re unsure about your vehicle category.

You can amend your vehicle registration via 'My Booking' hub or for free at the port check-in. For hire cars without a registration number, use ‘TBC’ and update it at the port check-in for free.

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Can I book several vehicles on one ticket?

Unfortunately, you can only book one vehicle, per ticket.

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Can I travel with a roof box/bike rack?

You are welcome to travel with a roof box or bike rack free of charge if it fits in the overall dimensions of your vehicle. If it exceeds this, you will need to move to the next size category, which can be done via the ‘My Booking' hub.

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Travelling with a bicycle

Onboard UK – France we are only able to accept 1 passenger per bicycle. If you are travelling on a tandem or with a child, please contact us here.

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Can I travel as a foot passenger?

On our Dover - Calais/Dunkirk routes we are unable to accept foot passengers on these routes.

On our Newhaven – Dieppe route you are allowed to travel as a foot passenger.

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Can I book tickets on the day of the departure?

Yes, you can book a ticket at port on the day of departure. But for the best prices, discounts and to make sure there is availability we do advise to prebook.

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Priority boarding

This service costs £10 per vehicle and can be added at the time of booking. It is available exclusively for cars and motorbikes under 2.2m high on our Dover to France routes. Please note that pets are not allowed.

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Premium lounge

Premium Lounge is available on our Dover – France routes and can be added when booking or through the ‘My Bookings’ hub. Please note: changing your departure time on the day of travel may affect your Premium Lounge availability.

I’m experiencing payment issues, what should I do?

If you are experiencing payment issues, please contact our team who will assist you further.

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I’ve cancelled my booking, will I get a refund?

Refunds for cancelled bookings depend on the ticket type purchased for Dover – Calais/Dunkirk routes.

Economy Ticket: No, this ticket is non-refundable.
Premium Ticket: Yes - cancel up to 48hrs before your booking crossing time.

Refund requests must be submitted in writing within three months of cancellation. For full details, please refer to the Terms and Conditions agreed upon during booking.

You can make changes to your reservation online through the 'My Booking' hub, where you’ll see any amendment fees and fare differences before confirming.

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I can't amend my booking online, what should I do?

If you are unable to make the amendment online, please ensure it complies with our Terms and Conditions. If you need to speak to a member of our team, you can contact us here.

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Changing your booking

If you need to update your booking, such as removing a pet or passenger, change passenger details, or adding extras, use the ‘My Booking' hub. You can also make changes at the port during check-in.

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Why can’t I see my booking in the App or online?

If you booked through a company or agent other than DFDS, your booking won’t appear in the App or online. To make changes, contact the company you booked with, unless it’s within 48 hours of departure. In that case, you can make changes with DFDS, but charges may apply.

What kind of ID/documentation do I need to travel?

For information regarding travel documents and preparing for your trip, simple head over to our dedicated page here.

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Do I need to bring my booking confirmation?

You can either bring your booking confirmation or have your booking number ready for check-in.

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What is the baggage allowance?

There is no weight limit of your baggage when travelling by ferry with DFDS. For the safety of yourself, other passengers, and our crew you must be able to handle and carry your luggage independently.

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Can I bring my travel cot to use on the ferry?

Onboard Newhaven – Dieppe travel cots are permitted in all our cabins.

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I’m travelling as a foot passenger, is there a bus transfer?

For information regarding bus transfers in Dieppe please head to our dedicated page here.

What time should I check in for my sailing?

You can find the relevant check-in times on our dedicated page here.

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What's the address of the terminal?

All port addresses can be found on our terminals page.

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I’m running late / arriving earlier than planned

If you are running late or arriving to the port earlier than planned, there a few options we can offer to you depending on the ticket type you have purchased.

Dover – Calais/Dunkirk

Economy Tickets: Travel +/- 4 hours either side of your booked crossing, free of charge upon arrival to the port. If you would like to guarantee a sailing time, this can be changed with our Customer Care team, however fees will apply. Subject to availability.

Premium Tickets: Travel on any sailing within 72hrs either side of your booked crossing, free of charge upon arrival to the port, subject to availability. If you wish to move your ticket outside of the above rules, amendment and any ticket fees will apply.

Newhaven – Dieppe

If you are running late to the port, simply contact us at your earliest convenience and we will assist you further.

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Where can I find information about travel updates?

You can find travel updates on our Travel Updates page and Twitter page. 

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What facilities are available at the port?

Dover:

Before Border controls there is a small passenger terminal with Costa Coffee kiosks & public toilets.

After check-in there is a Passenger Services Building which is located between Berths 7 and 8. Please ensure to follow the designated walkways.

Facilities include currency services, toilets, a cash point, free Wi-Fi, food and beverage options and a dog area outside. There is also a second dog area between Berth 2 and 3. More information can be found on the Port of Dover website.

Newhaven:

Located within the Newhaven ferry port terminal building, there is a seating area, toilet facilities and vending machines.

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Can I charge my electric vehicle at the port or onboard?

We currently don’t have charging facilities for electric vehicles onboard or at the port.

Is there a lift on the ferry?

Yes, we do have lifts on our ships. If you require to be parked near one, you must let us know at the time of booking.

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Are there medical facilities onboard?

All our crew are first aid trained, however we do not have any medical facilities onboard, so you need to make sure you are fit and well to travel. We do recommend that you have travel insurance in case of emergency.

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Is there an ATM onboard and what forms of currency are accepted?

We do not have an ATM onboard; however, we accept Euro and GBP in the form of cards and cash.

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Is there Wi-Fi onboard?

Onboard we offer free WIFI, simply select ‘Telenor Maritime’ onboard Dover – France and Marlink onboard Newhaven - Dieppe.

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Can I smoke & vape onboard?

Smoking and vaping are prohibited onboard unless you are in a designated area on the outside deck.

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What dining facilities are there onboard?

With fish & chips and vegetarian options as well as cooked breakfasts and light bites, there is something for everyone.

Onboard Restaurants | Dover to Calais
Onboard Restaurants | Dover to Dunkirk
Onboard Restaurants | Newhaven to Dieppe

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I’ve booked premium lounge, do I need a code?

To access the Premium Lounge onboard our Dover – France routes, you will need a code. This will be provided at the port during check-in.

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What is my Duty Free Allowance?

When purchasing Duty Free, there is a limit to the number of products you can bring back. Your allowance will vary depending on whether you are travelling to an EU country from the UK or returning to the UK from the EU.

Accessibility onboard

On all routes, all public areas including the bars, shop, lounges and restaurants are accessible for wheelchair users and guide dogs.

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How do I request assistance?

To help us make your journey as smooth and comfortable as possible, we need to know your requirements at your earliest convenience, ideally when you make your booking, but no later than two working days before you travel.

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Is there a lift on the ferry?

Yes, we do have lifts on our ships. If you require to be parked near one, you must let us know at the time of booking.

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Do you offer Accessible Cabins?

Yes, onboard Newhaven – Dieppe we provide accessible cabins.

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I’m travelling with an Assistance Dog; can I stay in any cabin type?

Onboard our Newhaven – Dieppe if you are travelling with an assistance dog, you can stay in any cabin type, however you must contact us to make us aware of this.

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Guide, hearing, assistance & emotional support dog

DFDS accept Guide, Hearing and Assistance Dog who are recognised by the Assistance Dogs International (ADI) and the International Guide Dogs Federation (IDGF) programmes.

Please notify our team if you are travelling with an Assistance Dog. You must ensure that the dog complies with the pet travel rules of the country they are travelling to. You will be asked to provide documentation.

Emotional Support Animals are not legally recognised by the above organisations in the way that assistance & guide dogs currently are. Emotional support animals can travel with us, but they must follow the same rules as pets.

There is no fee to bring your Assistance dog onboard and they are allowed in public areas on a harness/lead.

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Allergies, dietary requirements & medication

If you have allergies or dietary requirements, please ensure you advise us at the time of booking and make yourself known with our crew onboard in the restaurants, should you wish to dine.

We will allow you to store medication but please speak with the Guest Service Centre onboard to arrange it.

Here at DFDS we know your furry friends are family, so why not bring them along for the adventure too? With our pet travel page, we’re confident you and your pet will find all the answers you're looking for.

As you may have heard in the media, several changes are coming to how the European Union and United Kingdom control their borders.

EES

The EU is introducing the European Entry Exit System (EES), an automated IT system for registering non-EU nationals travelling for a short stay, each time they cross the external borders of European countries. The date of commencement is to be confirmed. More details can be found on the official Entry/Exit System website.

ETIAS

In the future, most non-EU citizens will be required to have a travel authorisation (ETIAS) to enter most European countries. The date of commencement is yet to be confirmed. More details can be found on the official ETIAS website.

UK eVisa and ETA

Travel requirements to the UK are changing. The UK is transitioning from physical immigration documents, such as biometric residence permits (BRPs), passports containing visa vignette stickers and ink stamps, or biometric residence cards (BRCs), to eVisas. If you hold a UK visa and use a physical immigration document to prove your rights, take action now by creating a UK Visas and Immigration account to access your eVisa: www.gov.uk/eVisa.

If you already have an eVisa, ensure your travel information is up to date by notifying the UK Government about the passport you intend to use if it is not already linked to your eVisa account: www.gov.uk/update-uk-visas-immigration-account-details.

Those who are visa-exempt for short visits to the UK, i.e. visits of up to six months, will still need to obtain an Electronic Travel Authorisation (ETA), which is digital permission to travel.

For Non-European Visitors:

• You can begin applying for an ETA from 27 November 2024.
• An ETA will be mandatory for travel to the UK starting 8 January 2025.

For European Visitors:

• Applications for an ETA open on 5 March 2025.
• An ETA will be needed for travel to the UK from 2 April 2025.

To check your specific ETA requirements and apply, please visit: www.gov.uk/electronic-travel-authorisation

Please note that the new controls only affect our non-Schengen routes (i.e., UK routes and Rosslare – Dunkerque).

DFDS is fully preparing for the arrival of these new measures, cooperating with the relevant authorities to ensure that we continue to carry our passengers on their journeys without major disruption.

We will inform you of the travel requirements that will be applicable to you where those are known at the time of booking.  We will contact you with details of any updated information after booking. However, please note that it is the responsibility of passengers to ensure that they are in permission of the correct documentation and completed relevant formalities.