An important reminder on ticket validity for Turn Up and Go routes

As our summer timetable 2023 period has now ended, we are keen to remind our customers on ticket validity for our Turn Up and Go routes - specifically unused single, return and journeys on 10 Journey tickets.

Turn Up and Go tickets (returns and singles):

As per our Terms and Conditions, any Turn Up and Go ticket purchased during the summer timetable period (up to and including 22 October 2023) is valid for the season in which it is purchased and would not ordinarily be valid during the winter timetable starting on 23 October.

However, for this season only, we are implementing a grace period which will mean that unused Turn Up and Go tickets purchased in the summer timetable period (prior to 23 October) will be scannable and valid until 30 November 2023. From 1 December onward, all unused Turn Up and Go tickets purchased on or prior to 22 October 2023 will no longer be valid.

10 Journey tickets

As per our Terms and Conditions, this product is valid for the season in which it was purchased.

If you have a 10 Journey ticket which is connected to your customer account, and the product still has unused journeys remaining on it, from 23 October, these can be exchanged for a return journey ticket on our vessels and at our port offices, and if you have any additional remaining unused journeys on your product, you can then contact our Customer Engagement Centre to receive replacement journey tickets - equivalent to the number of journeys that have not yet been used from your 10 Journey product. This will be sent to you by email and will not be accessible via your online account.
If you have a 10 Journey ticket with no customer account / or a guest account, when you next travel with us, please surrender your 10 Journey ticket, and the team will replace this with 2 return journeys as a gesture of goodwill.
From 1 December onward, all unused Turn Up and Go tickets purchased on or prior to 22 October 2023 and not exchanged as above before 30 November, will no longer be valid.

These arrangements will be in place for this season only and as a gesture of goodwill up until 30 November 2023.

Our staff will be on hand to remind you and support you. Find out more in our FAQs below.

Why is my single / return ticket for this Turn Up and Go route no longer valid after 22 October?

In line with our Terms and Conditions, tickets purchased for our Turn Up and Go routes are valid for use in the season in which they are purchased.

This means that if you have a ticket for one of the Turn Up and Go routes purchased during the summer timetable period, they would ordinarily be valid up to the end of 22 October - which is the end of the summer timetable period.

For this season only, we are implementing a grace period which will mean that Turn Up and Go tickets will be scannable and valid until 30 November 2023. From 1 December onward, all unused Turn up and Go tickets purchased on or prior to 22 October 2023 will no longer be valid.

Can I amend my Turn Up and Go ticket prior to 22 October to allow me to use it from 23 October?

You can use your Turn Up and Go ticket purchased prior to 22 October (in the summer timetable period) up to and including 30 November.

It is not possible to amend your Turn Up and Go tickets. In line with our Terms and Conditions, tickets purchased for our Turn Up and Go routes are valid for use in the season in which they are purchased. However, this year, we can implement a grace period which means it can be used up until 30 November, but it won't be scannable / usable after this point.

Can I get a refund for my Turn Up and Go ticket prior to 22 October?

No - it is not possible to refund Turn Up and Go tickets. If you purchased a Turn Up and Go ticket in the summer timetable period, prior to 22 October, it can be used up to and including 30 November. Customers will not be able to use their Turn Up and Go tickets purchased in the summer timetable period after this point.

Can I amend my 10 Journey ticket product if I still have tickets to use before the winter timetable begins, so it is still valid from 23 October?

No. The 10 Journey ticket product cannot be amended. In line with our Terms and Conditions, these journeys are not useable after 22 October. However:

If you have a 10 Journey ticket which is connected to your customer account, and the product still has unused journeys remaining on it, from 23 October, these can be exchanged for a return journey ticket and if you have any additional remaining unused journeys on your product, you can then contact our Customer Engagement Centre to receive replacement return journey tickets to their account - equivalent to the number of journeys that have not yet been used from your 10 Journey product. This will be sent to you by email and will not be accessible via your online account.
If you have a 10 Journey ticket with no customer account / or a guest account, when you next travel with us, please surrender your 10-Journey ticket, and the team will replace this with 2 return journeys as a gesture of goodwill.
From 1 December onward, all unused Turn Up and Go tickets purchased on or prior to 22 October 2023 and not exchanged as above before 30 November, will no longer be valid.

Is there a way to partially refund my 10 Journey ticket?

No. 10 Journey tickets purchased on 22 October 2023 or before cannot be refunded or partially refunded. However:

If you have a 10 Journey ticket which is connected to your customer account, and the product still has unused journeys remaining on it - from 23 October these can be exchanged for a return journey ticket on the vessel or at the port, and if you have any additional remaining unused journeys on your product, you can then contact our Customer Engagement Centre to receive replacement journey tickets - equivalent to the number of journeys that have not yet been used from your 10 Journey product. This will be sent to you by email and will not be accessible via your online account.
If you have a 10 Journey ticket with no customer account / or a guest account, when you next travel with us, please surrender your 10 Journey ticket, and the team will replace this with 2 return journeys as a gesture of goodwill.
From 1 December onward, all unused Turn Up and Go tickets purchased on or prior to 22 October 2023 and not exchanged as above before 30 November, will no longer be valid.