Frequently Asked Questions - Passenger ferry services
Please find below our most frequently asked questions. If this list does not provide you with the information you need then please contact us.
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When will I receive my tickets?
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How can I change my booking?
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I have lost my booking details - what should I do?
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Can I just turn up at the port and buy my ticket?
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Can foot passengers travel on Norfolkline's ferries?
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What is the procedure for traveling with pets?
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How long before the departure time should I check-in?
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Can I have a roof box or bicycles attached to my car?
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Are there car parking facilities at the port?
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How long is the crossing?
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Do you have currency exchange facilities onboard the vessel?
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Is duty free shopping still available onboard?
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Can I smoke onboard?
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What documentation do I need to travel?
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Where can I obtain a visa?
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Is travel insurance recommended?
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Are there any legal requirements needed for my car to drive overseas?
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Do your ships accept vehicles which run on Liquified Petroleum Gas LPG?
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Which of your ships are suitable for disabled passengers of wheel chairs?
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What is a commercial vehicle?
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What if I have concerns regarding the service?
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Where are the ports located?
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What shall I do if the number of passengers is different between the two crossings of a return journey?
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Is there any surcharge on bookings made by phone?
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Can I take my shotgun, rifle or weapon with me in my car?
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What if I am traveling with Children who do not have their Parent or Legal Guardian traveling with me?
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Can I travel with medical oxygen?
Norfolkline operates 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.
Norfolkline does not allow changes to be made to your booking online. If you have booked directly with us, either online or via our call centre, please contact our call centres on + 44 (0) 844 499 0007 (UK call centre for North Sea bookings), You will also need to pay any difference in fare between what you have already paid and the price of the new sailing.
Note: Norfolkline can only process amendments to bookings made directly with us. If you have made your booking with a travel agent, or online via another website, please contact the relevant agent/website to process any amendments required.
Norfolkline do not issue tickets, but to travel you will need your booking reference number. If you have mislaid this or any other piece of information related to your booking (e.g. departure times and dates) please contact our call centres on + 44 (0) 844 499 0007 (UK call centre for North Sea bookings)
Note: in order that we can trace your booking as quickly as possible please have as many relevant details as possible to hand - booking reference, vehicle registration, names of those travelling, dates, credit card etc.
Yes you can.
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.
Foot passengers can travel on our Rosyth - Zeebrugge and Irish Sea routes.
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 £15 per animal per way. You can book your pet over the telephone at this moment in time. If you need any assistance please call 0844 499 0007 and speak to one of our Passenger Services Co-ordinators. Please note: All animals must remain in the kennels during the crossing and are subject to the necessary documentation, vaccinations etc. For any more additional we advise you to visit the DEFRA website.
Check requirements for pet passports
Passenger check-in opens 3 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.
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 0844 499 0007 (UK)
Yes however car parking space is limited and is available on a first come first served basis. Car parking is charged at 8GBP per day in Rosyth. Free parking is available at the nearby Ferry Toll Bus Terminus with a free shuttle bus to Rosyth Port. For more information please contact the port.
Crossing on the Rosyth - Zeebrugge route is approximately 20hours
All ferries within our fleet offer a bureau de change service 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.
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.
All persons traveling need to have in their possession a valid passport.
For more information on passports or travel documentation you can contact our call center.
Please note, not all British passports are valid for travel to Belgium.
Visas for travel to Belgium must be requested from the Belgium Consulate in London or Edinburgh. For more information, please contact the Consulate visa line on 09065 540 700
We recommend that all passengers travelling to Belgium take out a travel insurance policy.
Vehicles travelling in Belgium are legally required to have certain breakdown and emergency equipment stored in the vehicle and a visible GB sticker.
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.
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.
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.
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 by post or by email (customer-services@norfolkline.com) within 28 days of your return, quoting the booking reference and giving details of how we may contact you.
For information on the location of our ports, please visit the Port information page which contains address details, downloadable maps and a Google map for route planning.
While making the booking, please state the highest number of passengers traveling in either direction. While checking in, our staff will then update the system according to the effective number.
Please note that bookings made by phone will be subject to GBP 10 / EUR 15 surcharge.
Yes, provided you are fully licensed and can fulfil all the legal requirements.
You must declare this at the time of booking and this must be done at least 24 hours before intended travel.
You can take ammunition, but this must be kept to a minimum and wherever possible, stored separately from any weapon, e.g. in another compartment.
The weapons(s) must remain inside the vehicle and wherever practicable, the bolt, magazine or other vital operating part should be separated from the gun and either carried on the person, secured or hidden in the vehicle, or kept in a locked container, ideally secured to the vehicle. Any weapon must also be obscured from view, under a cover or inside a container. Once onboard, the ships loading officer will be discretely aware of you and will ask you to surrender your car keys for the duration of the crossing. The vehicle must remain locked and alarmed, if fitted. On arrival, the keys will be given back to you.
Once you have informed us of all the details, we must pass the information to other interested parties. All vehicles are subject to searching at both ports and this will avoid any misunderstanding. However, you should still discretely confirm to the check in operator that you are carrying such.
Even if your gun is only for display, the requirements are exactly the same. .
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.
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.