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Frequently Asked Questions

Please look through our most common questions below.
If you still can’t find the answer you need, please email us at contact@islands-unlimited.com

Am I able to amend my booking online?

Yes – if you created an account when you made the booking you can log in to your account and amend the booking free of charge.
If you are for any reason unable to amend the booking, please email contact@islands-unlimited.com

ADULT (16 YEARS & OVER)
Standard Return £85.00
Standard Single £50.00

CHILD (3-15 YEARS)
Standard Return £37.00
Standard Single £25.00

INFANT
No charge however a ticket is still required.

PREMIUM CLASS
Extra £15 each way

Premium Class offers an enhanced travel experience in a separate passenger lounge on the upper deck. Enjoy panoramic views whilst you relax in the light and airy cabin.

There is premium seating available, as well as complimentary hot and cold non-alcoholic beverages and light snacks.

Capacity is limited to just 28 so book early to avoid disappointment.

Your e-tickets will be issued at the time of booking. They will include a booking reference number and a QR Code. There will be a series of attachments which will allow you to add your ticket to your mobile device wallet if you wish to.

There’s no need to check in at our ticket offices if you print these off at home or show them on a mobile device as you pass through security and board. 

If you have booked via a tour operator, your ticket will be issued to them. If you do not have your ticket for travel please arrive at the port with sufficient time to collect your boarding card from the check in desk within our minimum check in times.

You will need your booking reference number. If you’ve booked over the phone, we will ask you for an email address in order to send you an electronic booking confirmation and e-boarding card. Please ensure we hold an up-to-date email address on your booking.

Our online booking system will allow you to book up any number of passengers however, payment and passenger data is required at time of booking. If this is not possible but you wish to enquire about reserving capacity, we ask that you email us at contact@islands-unlimited.com with your requirements and we can then help you.

We require passengers 16 years old and older to carry a form of in-date photographic identification.

Unfortunately, without an accepted form of photo ID to show at check-in you won’t be permitted to board.

 

Please note that digital copies of your photo ID are not acceptable.

Accepted travel documents include:

A valid Passport (i.e. in date)
An expired passport (domestic sailings only, up to two years after expiry)
A child on parent’s passport is an acceptable form of ID
Common law passport
Valid EU or Swiss national identity card
Valid driving license (full or Provisional are accepted)
Valid armed forces identity card
Valid police warrant card/badge
Citizen Card or Civilian Card, available from www.citizencard.com
Valid firearm certificate
Valid government-issued identity card
NHS SMART card
Electoral identity card
NUS card (National Union of Students)
University/college ID card
Council issued bus pass
Young Scot card
Disabled badges which have a photograph of the holder
Certificate of Competency issued by the government (domestic routes only, must be photographic)
VALIDATE UK PASS photographic proof of age cards
CPP Guernsey ID card
Guernsey 18+ card

 

Please note that all photo ID must be legible and undamaged, otherwise you will not be able to travel. All forms of ID must be valid and in date. An expired passport will be accepted up to two years after expiry.

Before you leave for the port, please ensure you have printed your ticket with the QR code on it, which will have been emailed to you. Alternatively, please ensure you have it available on your mobile device.

If you do not have this, then please arrive with your booking reference number which will have been detailed on your confirmation email. Please leave plenty of time to confirm your booking with a member of our team and get onboard the ship.

Before you leave the house, please ensure you have the correct travel document with you. Passengers 16 years old and older are required to carry a form of in date photographic identification. Unfortunately, without an accepted form of photo ID to show at check-in you won’t be permitted to board.

Please note that digital copies of your photo ID are not acceptable.

We recommend you take out travel insurance to cover you for healthcare costs or medical treatment. If you don’t have travel insurance in Jersey or Guernsey, you’ll need to pay for medical treatment.

Insurance will also provide protection against delays, loss, or damage to personal effects and the cost of assistance including repatriation in the event of illness, accident, or death.

Please note that the European Health Insurance Card (EHIC) is not valid in the Channel Islands. 

If, for some reason, we need to alter your sailing or we encounter a delay, we will send you a text message and / or email detailing any changes to the schedule. So that you can be certain we can get you the most up to date information please make sure we hold your current contact information.

We do not allocate seating. This is designed to speed up the boarding process. It helps with departure times and reduces the number of requests made to our contact centre and onboard. This is standard practice across the ferry industry.

If you have a Premium Class ticket, you will should make your way to the upper deck where the Premium Lounge is located.

Yes, if you’re travelling with an infant or child, you can take a pushchair, as long as it’s fully collapsible. We recommend you take an easily foldable, lightweight pushchair or stroller for use on the ferry. This is because there is limited space and our ferry does not have a lift, so it  may require to be carried up the stairs.

Channel Islands’ Border Control regulations require passenger information reports to be submitted, detailing all passengers onboard the ship. We capture these during the booking process and then they are confirmed at time of boarding.

Tickets will be sent prior to departure to the email address you entered on your booking – please make sure that it’s accurate and up to date. To get the ticket, your booking must be fully paid for and all mandatory information completed. Remember from time to time, our emails may be filtered into your spam folder by mistake so please check there if in doubt.

If you do not receive your ticket, please email us at contact@islands-unlimited.com and we will arrange for it to be sent to you again. You can also head to the check in desk on arrival to the port where our team may be able to assist.

Tickets can be downloaded and scanned from a mobile device. Alternatively, if you do not have access to a printer, you can check-in as normal at the check-in desk, however, please allow plenty of time for this. Boarding gates will close 30 minutes before departure.

If you created an account when you made the booking you can log in to your account and amend the booking free of charge.
If you are for any reason unable to amend the booking, please email contact@islands-ulimited.com
There is not a charge for this service.

Your booking reference number is the unique booking number that is given to you when you book to travel with us.  It will appear on all Islands Unlimited booking confirmations, invoices and E- tickets and helps us to maintain a high standard of Customer Service. You may be asked for this number when you travel so it is best to keep it to hand.

We accept most major credit & debit cards (except for American Express and Electron) and do not apply charges for customers using credit or debit cards when making bookings.

During the booking process, you will be directed to PayPal as our payment platform. If you do not have a PayPal account, you can still make payment using the guest option.

Reservations must be paid in full at time of booking, where Islands Unlimited will then issue a booking confirmation by email. All internet bookings will receive a booking confirmation by email.

We ask that if this is necessary, 2 separate bookings are made online as our booking system does not allow for the party to be different on the return.

If your travel plans change, we will apply the fees below depending on when you let us know.
Please log in to your account and cancel the booking. It may take 10 working days for the refund to appear in your account.
If you are unable to amend the booking, please email contact@islands-ulimited.com

• More than 30 days prior to departure: 25% of the tariff
• Between 30 and 15 days prior to departure: 30% of the tariff
• Less than 15 days prior to departure: 35% of the tariff
• 72 hours prior to departure: 50% of the tariff
• 48 hours prior to departure: 100% of the tariff

Passengers who are more than 28 weeks pregnant will not be accepted for travel without a doctor’s certificate.

Passengers who do not have permission are liable to be denied boarding and will not be eligible for a refund.

Islands Unlimited will not accept passengers for carriage more than 34 weeks pregnant.

We are able to a accept a small number of pets on our sailings. The pet must be booked at the same time as the passenger.

There are certain requirements you should be aware of. The pet must have a travel container available for it to use once onboard. When not in the container, during embarkation and disembarkation, the pet must be on a lead or harness. Once onboard, they are to be placed in the travel container for the entire journey and will not be permitted to be taken out. The travel container will be positioned in a designated area of the passenger lounge.

Recognised assistance animals are permitted to travel in the passenger lounges and public areas. They must be on a lead or harness.

The following assistance animals will be accepted for travel in the passenger lounges;

Guides dogs for hearing and blind
Medical Alert dogs – specially trained to sense a medical episode such as;
• Seizures
• Hypoglycaemia
• Anaphylaxis


Emotional support animals will only be allowed access if they have a Doctor’s letter to state that the passenger needs to travel with the pet for their own safety. In all the above cases these animals must be declared at the booking stage.

GUERNSEY

Please report to the Islands Unlimited desk situated within the White Rock Ferry Terminal, New Jetty, St Peter Port Harbour, GY1 2LL

JERSEY
Please report to the Islands Unlimited desk situated within the Elizabeth Ferry Terminal, St Helier Harbour, JE2 3NW

Please make sure you arrive at the passenger terminal in good time.

Check in opens 60 minutes before departure.

Check-in closes strictly 30 minutes before departure.

Any passenger who has not presented themselves at security with their ticket or e-ticket will be refused boarding and you will not be entitled to a refund.

We kindly ask you to carry your own luggage when you board the ship.

Each passenger is allowed a 23kg baggage allowance.

The Company is not responsible for luggage.

Your luggage must be labelled with your name and destination address.

In case of non-compliance with these conditions, your luggage may be refused.

Once onboard the ship, large items of luggage can be stowed in dedicated areas. Keep smaller items with you.

If you require a little extra assistance, please arrive early and let a member of the team know.

We are able to carry a limited number of bicycles on our sailings. These must be pre-booked at the same time as the passenger booking. The cost is £15 per bicycle, per sailing (£30 return).

Bicycles must be delivered to the designated area at the passenger terminal. Please follow the signs. You must deliver your bicycle no later than 45 minutes before departure and notify a member of our team. Only booked bicycles will be accepted for travel. Please ensure you have proof of booking available.

Islands Unlimited does not accept unaccompanied minors under the age of 16 years for travel on any of its services. Children aged 16 or 17 may travel unaccompanied if their parent or guardian provides their written consent at the time of booking, otherwise, travel may be refused. The child must also have their own identification. Travel will not be allowed where a child is included on their parent/guardian’s passport, and they are not present.

A 16 – 18-year-old may accompany up to two others below the age of 16, on the same basis and at the absolute discretion of Islands Unlimited regarding the safety of the same.

Groups of 16 & 17-year-olds will not be accepted without an accompanying adult (1 adult to every 10 young people).

To help us make your journey as smooth and comfortable as possible, we need to know your requirements as early as possible. Please email us on contact@islands-unlimited.com if you have reduced mobility or require wheelchair access.

To be able to help you with your booking, we need more details from you. The information you provide will be confidential and only managed by our staff to assist you and check safety limits on board. Occasionally, we may be unable to carry you on a particular sailing due to safety limits.

If you’ve booked your travel through an agent or tour operator, make sure they understand your needs, and that they pass the information on to us.

Please arrive in good time at the ferry terminal and identify yourself with one of the team who will help you. We recommend 60 minutes before departure.

Passengers may not transport firearms, ammunition, gas canisters or any other item considered to be a dangerous weapon, such as bows and arrows, knives (including chef’s knives) swords etc, on board our vessels.

Any dangerous items will be taken and confiscated by security/ police at the port of departure and passengers may not be permitted to collect these items on their return.

Passengers are permitted to bring their own food and drink onboard and consume it during the sailing, however alcohol may not be brought onboard for consumption during your crossing.

Alcohol may only be consumed onboard if it has been purchased from the onboard bar. Please note that this does not include alcohol bought in the Duty Free shop. This is not to be consumed during the sailing.

 

If you have mislaid an item after travelling with Islands Unlimited, please contact us by email at contact@islands-unlimited.com or in writing to the following address:

Lost Property, Islands Unlimited, Red Cottage, Les Mielles Road, Vale, Guernsey. GY3 5AU.

Please note however, there will be a postage fee from a minimum of £5.00 per item up to a maximum weight of 2kg.