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Customer FAQs - Ardrossan to Brodick return to service 29 April 2022

Customer FAQs - Ardrossan to Brodick return to service 29 April 2022

Customer FAQs

Advice for customers on reservations and amendments 

Advice for passengers on refund requests and mileage compensation 

Information on Ardrossan - Campbeltown service 

Information on MV Loch Riddon

Advice for customers on reservations and amendments 

I have a vehicle reservation; however I would like to amend my booking to a reinstated service. 

Please visit calmac.co.uk or call our Customer Engagement Centre on 0800 066 5000 (or +44 1475 650 397 for our international customers) to rearrange your booking, subject to availability. 

I am a foot passenger - having opted to remove my vehicle from my booking to travel on foot, however I now wish to re-instate my car.  

If you wish to re-add a vehicle to your booking, please call our Customer Engagement Centre on 0800 066 5000 (or +44 1475 650 397 for our international customers) and one of our Customer Representatives will be able to help you, subject to availability. 

I am a foot passenger. I had previously amended my original reservation, but would now like to travel on a reinstated service instead.  

Where possible, please visit calmac.co.uk to amend your reservation, or contact our Customer Engagement Centre on 0800 066 5000 to rearrange your booking subject to availability.  

I am planning to travel on foot, but I do not have a reservation. Should I book ahead?  

Yes. We recommend that foot passengers should plan and book ahead, wherever possible.  

I'd like to rebook to travel on a reinstated service with my pet, having previously held a pet ticket too. Is this possible?  

Yes, it is possible, subject to pet ticket availability. Please call our Customer Engagement Centre on 0800 066 5000 (or +44 1475 650 397 for our international customers) and one of our Customer Representatives will help you arrange travel for you and your pet(s). 

I have a foot/vehicle booking for travel between 29 April and 3 May 2022. I don't want to change my current booking. Do I need to do anything?  

No. If you have a booking and you don't want to amend it to a reinstated service, you do not need to contact us. Your booking remains in place.  

I have a booking for travel between 29 April and 3 May 2022, however I have not received a text or email message. 

If you would still like to travel on the reinstated service, please visit calmac.co.uk to amend your reservation or call our Customer Engagement Centre on 0800 066 5000 (or +44 1475 650 397 for our international customers) and one of our Customer Representatives will help you arrange travel, subject to availability.  

If you have a booking which you don't wish to amend, you do not need to contact us. Your booking remains in place.   

I was not affected by the disruption; however, I wish to make a new booking.  

If you would like to make a new reservation, subject to availability, you can do so online. 

I cancelled my booking between 19 April and 3 May 2022 and have submitted my refund request, do I need to do anything? 

If you no longer wish to travel, and have already cancelled your reservation and submitted a refund request, you do not need to do anything further. Thank you.  

I have a booking after 4 May, does this still stand?  

Yes. Your booking from 4 May onwards is unaffected by this disruption.  As always, we encourage customers to stay up to date with the latest travel information by following @CalMac_Updates for all the latest customer service updates and travel information, or accessing our service status pages on our website, downloading our app or subscribing to SMS updates.  

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Advice for passengers on refund requests and mileage compensation 

I have submitted a refund request. It has not yet been processed. However, since the service is being reinstated, I would now like to travel.  

Please call our Customer Engagement Centre on 0800 066 5000 (or +44 1475 650 397 for our international customers) and one of our Customer Representatives will help you arrange travel, subject to availability.  

I would like to travel on a reinstated service, but have already received my refund.  

No problem. Please visit calmac.co.uk to make a new booking or call our Customer Engagement Centre on 0800 066 5000 (or +44 1475 650 397 for our international customers) and one of our Customer Representatives will help you to do this, subject to availability. 

I have submitted a refund request. How long will this take to process?  

Our team is working through refund requests in date order and we expect to have your refund with you within 7 days of your requesting it.

Instead of travelling Ardrossan - Brodick between 18 April - 28 April, I used the Claonaig - Lochranza service. When am I likely to receive my compensation for additional mileage?  

Our team is working through requests in date order and we expect to have your claim with you within 14 days.  

Is it possible for you to reinstate bookings automatically?  

No. Although the sailings have been reinstated, we cannot automatically reinstate bookings. Also, we cannot assume all customers would still wish to travel. Instead, we are asking those customers affected, who would still like to travel on a reinstated service, subject to availability - to contact us.  

Information on Ardrossan - Campbeltown service 

Will the Ardrossan-Campbeltown service be reinstated?  

Yes. Normal service will resume on Friday 29 April with the 18:40 departing Ardrossan - Campbeltown. Please note the 07:35 from Campbeltown is cancelled due to the vessel berthing in Ardrossan. 

Information on MV Loch Riddon

Will MV Loch Riddon return to Largs - Cumbrae service?  

Yes. MV Loch Riddon will return to Largs on 29 April and Claonaig - Lochranza service will return to the one vessel published timetable. 

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