frequently asked questions

We're required by law to record the vehicle registration number and we try to do this prior to travel to save time at check-in. However, if necessary, we can take these details when you arrive at the Port. In the meantime, you can enter your registration as 'TBA' to proceed with a booking online.

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When selecting the payment card type online, it's important to take care in clicking on the applicable card description. When paying by Visa credit card please select 'Visa' and when paying by Visa debit card please select 'Visa Debit'. Failure to do so will result in you being charged the £4.00 fee. 

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Our online booking system can only accept the same number of passengers on each leg of a journey. Therefore, I'd be grateful if you could please call our Customer Contact Centre on 08716 64 64 64, where one of our agents will be happy to help you with your booking (Calls cost 10p per minute plus network extras. Calls from mobiles will be higher).

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To book a one way ticket please select 'not required' from the drop down menu in the return leg box on the booking page.

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It's not currently possible to book passage for two vehicles, with the passengers of each vehicle sharing a cabin, through our website. We would, therefore, recommend that you telephone our Customer Contact Centre on 08716 64 64 64 where our staff will be happy to help you (Calls are charged at 10p per minute from a BT landline. Other networks and mobile charges may vary).

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It is possible to arrive at the port and buy your tickets there, subject to space and availability. However, we should also make you aware that prices for reservations made at the port do vary from those booked in advance. Therefore, we would point out that to obtain the best possible fare, it's advisable to phone our Call Centre, as far in advance of travel as possible, on 08716 64 64 64 (Calls cost 10p per minute plus network extras. Calls from mobiles will be higher) where our staff will be happy to help you.

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Please email your request, providing your booking reference, to customer.services@poferries.com

We are unable to provide quotations by email. Please be advised that our fares are constantly subject to change and quotations provided by email may no longer be available when you telephone to confirm.
Our email facility is not designed to receive confidential information such as credit/debit card numbers and as such payment must be finalised over the telephone, for security purposes.

 I would, therefore, be grateful if you could obtain a quote online at www.poferries.com or telephone our Contact Centre on 08716 64 64 64, where our staff will be happy to discuss your options. (Calls cost 10p per minute plus network extras. Calls from mobiles will be higher).

For reference, please find below our various contact telephone numbers for use when abroad:

0825 120 156 France
070 70 77 71 Belgium
020 201 3333 Holland
0180 5009 437 Germany
902 020 461 Spain
3420 808 294 Luxembourg

If calling us from elsewhere, please dial +44 1304 863000, and request a transfer to our Contact Centre.

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No VAT is applicable to a "Tourist" (i.e. non-Freight) Ferry reservation, we are unable to provide VAT receipts or invoices. We can confirm the details of your booking along with the total cost, otherwise your tickets printed at the port of departure, act as a receipt for the transaction.

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Ordinarily we would start to load these prices into our systems in the fourth quarter i.e. around the end of September or early October.

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As mini cruises are promotional fares they're not available with Club cabins due to the considerable reduced fare. However it may be possible to upgrade on board strictly subject to space and availability. We would therefore; recommend that you ask at the reception desk on board and our staff will be more than happy to check availability for you.

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SHORT SEA - Expectant women can travel from Dover to Calais up to 38 weeks without a GP's letter.  Women who are over 38 weeks pregnant can travel but need written consent from their GP.  In special circumstances we reserve the right to refuse carriage or request a certificate at any stage of pregnancy.  We are not able to supply any seasickness remedies.

NORTH SEA - On the North Sea route, expectant women who are more than 28 weeks pregnant should consult their doctor and will be required to provide a certificate before travel. Travel will not be permitted where women are more than 34 weeks pregnant. Customers who are pregnant should be aware that P&O reserve the right to refuse carriage or request a certificate at any stage.

IRISH SEA – A certificate is required for women who are more than 38 weeks pregnant.  In special circumstances we reserve the right to refuse carriage or request a certificate at any stage of pregnancy.

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I can confirm that it's no longer necessary for you to receive tickets before you travel. Simply quote your booking reference number and your tickets will be printed off by check-in staff at the port of departure.

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A valid passport is required for travel between Dover and Calais, and on our North Sea routes. However, please be advised that this is an Immigration requirement, and we would therefore recommend that you contact the relevant authorities for clarification of the current regulations. 

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Some animals travelling from the UK to France need to be part of the Pet Travel Scheme (PETS). For more information on this scheme please contact DEFRA by telephone on 0870 241 1710 (mon-fri 08:30-17:00) or via their website: http://www.defra.gov.uk/wildlife-pets/pets/travel/pets/pet-owners/ .

Please note that pets must remain in the vehicle - Foot passengers are not permitted to travel with pets.

All our procedures regarding pets travel are governed by DEFRA. Please contact them on 08702 417710, Monday to Friday, 08:30 - 17:00 hours, alternatively, please visit their website at: http://www.defra.gov.uk/wildlife-pets/pets/travel/pets/pet-owners/ for any information regarding any necessary paperwork.

NB - Please note the following:

The European Parliament and Council have advised that numbers of dogs, cats and ferrets entering from one EU Member State into another will be limited to 5 as of 26th May 2010.

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There is a DEFRA unit at Larne Harbour, where customers can call for an inspection and authority to travel permit prior to checking in. There is no unit in Scotland, so check-in staff assess the travel conditions and call in a local vet, if they have concerns. All domestic animals must remain in the vehicle at all times. There is no charge for household pets, maximum 4 per vehicle. Foot passengers will not be permitted to travel with pets.

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Dover: There is a bus service from Dover Priory train station to Dover's Eastern docks and also from Calais ferry terminal to the main train station. Please note that there's a small charge for both buses.
Calais: There is a regular bus service from and to the port of Calais to the town centre. This is not operated by P&O Ferries, so may not run exactly in time with the ferries. However buses are available around every hour. Please be advised the fare for this is approximately €1.50.

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DOVER - There's a short stay car park (maximum stay of 15 mins) located in front of the travel centre. Parking is free of charge

Long term parking is available in the Multi-Storey Car Park.

These prices are only a guide and are subject to change, all enquiries should be directed to the Port of Dover (01304 241427) who operate both car parks. Car Parking can be pre-booked for stays of 3 days or more (01304 241427)

Disabled car parking is available in both the short and long stay car park and is charged at normal rates.

CALAIS - There's a free of charge car park at the port of Calais. However, I'm unable to confirm if this car park is secure. You are able to park your car near the ticket office as there are staff in this area 24 hours a day

HULL - P&O Ferries car parks in Hull will incur a charge of £7 per 24 hours or part thereof. For short term visitors the first 2 hours will be free, but a parking ticket from the machine will need to be displayed. 

Foot passengers travelling to Holland may park their vehicle at either the Rotterdam or Zeebrugge car park in Hull. There's a multi-storey car park near the Europort terminal and 3 open air car parks in front of the Zeebrugge terminal building.

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Port addresses for SatNav:

•  The Port of Dover, Eastern Docks Dover, CT16 1JA

•  P&O Ferries Ltd, Car Ferry Terminal, 62100 Calais, France

•  P&O North Sea Ferries Ltd, King George Dock, Hedon Road, Hull, HU9 5QA

•  P&O Ferries B.V, Luxemburgweg 2, 3198 LG Europoort, Netherlands

•  P&O Ferries, Leopold II Dam 13, B-8380, Zeebrugge

•  Larne Harbour, Larne, Co. Antrim, BT40 1AW Northern Ireland

•  Cairnryan, Stranraer, Wigtownshire DG9 8RF Scotland

•  Arran House, 100 Port Ranald Drive, Troon, Ayrshire KA10 6HH

•  Gladstone Branch Dock No 3, North Quay, Bootle, Merseyside L20 1BG

•  Terminal 3, Dublin Port, Dublin 1

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DOVER - The Port of Dover, Eastern Docks Dover, CT16 1JA

 Getting to Dover Terminal  By Car
Dover is approximately 70 miles from South London. From the M2, follow the A2 direct into Dover, or from the M20, follow the A20 again into Dover.

Getting there by Bus / Coach
There is a frequent National Express coach service from London Victoria coach station. Approximate journey time is 2 hours 30 minutes.

There is a bus service that runs every 20 minutes from the Port to Dover Priory train station.

Prices: £1 / €1.50 (single)

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CALAIS - P&O Ferries Ltd, Terminal Car Ferry, BP 421, 62100 Calais Cedex, France.

Getting to Calais Terminal By Car
The Port of Calais is directly connected to the European motorway network by means of two autoroutes.

The A26/E15 serves the centre of France and provides access to Paris, and Southern Europe.

The A16/E40 feeds into the Benelux and Northern Europe motorway systems, and the A16/E402 to Boulogne and Rouen.

Getting There by Bus / Coach

There is a regular bus service from the port to central railway station

prices: £1 / €1.50 (single)

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ROTTERDAM - P&O Ferries B.V, Luxemburgweg 2, 3198 LG Europoort, Netherlands

Getting to Europoort by Car
The terminal in Europoort lies approx. 37 km from the centre of Rotterdam. On approaching Rotterdam, follow the signs for 'Europoort'. In the Europoort area, just follow the signs 'Engeland' and 'P&O Ferries'. The dock number (Havennummer) of P&O Ferries is 5805.

Getting there by Bus/Coach
From Rotterdam Central Railway Station to Europoort: departure is at 18:00 hours at the south-west entrance to the Central Railway Station.
From Europoort to Rotterdam Central Railway Station: departure after arrival of ship.

Prices: £4.00/€6.00 (single)

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ZEEBRUGGE - P&O Ferries, Leopold II Dam 13, B-8380, Zeebrugge

Getting to Zeebrugge Terminal by Car
The terminal is situated at the outer dock (Buitenhaven), Leopold II Dam (Havendam). In Zeebrugge follow the signs 'Quays 106-107, 'Car ferries' and 'P&O Ferries/Hull'.

From Brussels customers must not take Zeebrugge exit but follow Brugge and then take exit 8 at E403 and E40 junction

By Bus/Coach
From Bruges Central Railway Station to the terminal at Leopold II Dam (Havendam): departure is at 17:30 hours from the main entrance to the Central Railway Station.

From the terminal to Bruges Central Railway Station: departure after arrival of ship.
Prices: £2.00 /€3.25 (single)

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HULL - P&O North Sea Ferries Ltd, King George Dock, Hedon Road, Hull, HU9 5PR

Getting to Hull Terminal by Car

From the north & west:
Follow either the M62 or A1079 to the A63 & Hull City Centre.

Follow the signs to King George Dock & Ferries.

From the south:
Follow the A15 across the Humber bridge & then turn east along the A63 to Hull City Centre.

Follow the signs to King George Dock & Ferries.

Getting to Hull Terminal By Bus/Coach

The bus pick up point is George Street, outside BHS Shop.

Last bus is at 17:15 hours.

From King George Dock to Hull Paragon Station: departure after arrival of ship.
Prices: £2.75/€3.85 (single)

Approximate taxi fare from train station is £5 (€8).  For 2 or more people a taxi may be cheaper.

National Express operates daily direct services to and from the terminal. Principal pick-up points are: York, Leeds, Liverpool, Manchester, Bradford, Newcastle, Sunderland, Thirsk, Glasgow and Edinburgh.

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LARNE - Larne Harbour, Larne, Co. Antrim, BT40 1AW Northern Ireland

Getting there by Car
The Port is situated approx 25 mins drive from the north of Belfast.
From Belfast take the M2 north and stay in lanes 2 & 3 for about 4.5 miles & the take the slip road to the left marked Larne via A8(M). Follow signs to Larne & then Ferry Port. There are paid for, short and long term car parking facilities available at the port of Larne.

By coach:
There is a regular bus service to the ferry terminal operated by Ulster bus.

By rail:
Translink runs train services to Larne Town & Larne Harbour Stations from a number of destinations including Belfast Central & Belfast Gr Victoria St.

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Cairnryan - P&O Ferries, The Port, Cairnryan, Stranraer, Wigtownshire, DG9 8RF. Scotland.

Getting there by car
The port of Cairnryan is 5 miles north of Stranraer on the A77.
From the North follow the A77 south from Glasgow/Ayr.
From the South follow the M6/A74 to Carlisle then the A75 via Dumfries towards Stranraer. 2 miles south of Stranraer turn right onto the A751/A77.  There is limited free of charge car parking at the port. 

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Troon - P&O Ferries, SeaArran House, 100 Port Ranald Drive, Troon, Ayrshire, KA10 6HH

Getting there Car
The Port of Troon is approached from the A78 from Irvine to the north & from the A77 from Ayr or from Kilmarnock to the west. Follow the signs to the Ferry Port. There is limited free of charge car parking at the port.

By coach:
There are frequent Stagecoach services to Glasgow and Ayr.

By rail:
Troon railway station offers regular connections to Glasgow and Paisley. There are connecting services to Ayr, Kilmarnock and Newcastle. The railway station is approximately 20-30 minutes on foot from the Troon Ferry Terminal.

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Liverpool - P&O Ferries, SeaArran House, 100 Port Ranald Drive, Troon, Ayrshire, KA10 6HH

Getting there Car
M57
At end of the motorway follow signs for Docks / Seaforth. Pass through 8 sets of traffic lights (approx 3 miles). At first roundabout take 3rd exit. At second roundabout take 2nd exit underneath flyover and get into far left lane for entrance to Liverpool Freeport. Through Freeport entrance take first left, pass P&O weighbridge on left, terminal is 2nd turning on the right.

M62
At end of motorway keep in right hand lanes and bear right onto A5058. Follow signs for Bootle / Docks (approx 6 miles)
Turn right at traffic lights onto A565, follow signs for GLADSTONE. Keep in left hand lane to Liverpool Freeport entrance,
through Freeport entrance take first left. Pass P&O weighbridge on left, terminal is 2nd turning on the right

Dublin
From the East Link Toll Bridge
Cross the bridge going north, turn left at roundabout signposted Dublin City Centre. Take 2nd turn right (New Wapping St). Turn right at second set of traffic lights (Sheriff St Upper). At T - junction, turn right towards the East Link Toll bridge. Entrance to P&O Irish Sea is on the left.

From Dublin City Centre
Take North Wall Quay towards the East Link Toll Bridge. Turn left at New Wapping Street, at second set of traffic lights turn right onto Sheriff St Upper. At T - junction, turn right towards the East Link Toll bridge. Entrance to P&O Irish Sea is on the left.
From the Dublin Port Tunnel
Exit the tunnel, follow signs for Terminal 3. Stay in correct lane. Go through 4 sets of traffic lights. Entrance to P&O Irish Sea is on the left.

From East Wall Rd
Turn right at T - Junction bottom of East Wall Road. Go through 2 sets of traffic lights. Entrance to P&O Irish Sea is on the left.

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In order to make any amendment to your reservation it will be necessary for you to telephone our Call Centre on 08716 64 64 64 (Calls cost 10p per minute plus network extras. Calls from mobiles will be higher), please note this number is open 08:00 - 20:00 Monday to Friday, 08:00 - 18:30 Saturday and Sunday. If calling from outside of the UK, please dial +44 1304 863000 and request transferral to Reservations. Our email facility is not designed to receive confidential information such as credit / debit card details and as such, payment must be finalised over the telephone.

Changes in the route, date, time, passenger numbers or vehicle types for non promotional fares will result in the difference in price between the original price and the fare applicable on the day you make the amendment being charged (a “Re-price”) and an administration fee as set out in the table below. Special promotional fares are not amendable and not refundable, including those which include Club products.

Please ensure that any amendments to your reservation are made before the current travel date. If the reservation is not travelled on as booked, it will be forfeited.

Our Continental contact numbers are as follows:

Germany: 0180 5007 162
France: 0825 120 158
Belgium: 070 70 77 73
The Netherlands: 020 201 3919
Spain: 902 02 04 63

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The name change / vehicle registration change details are saved within your booking for the Port's attention only, no new confirmation is needed and your booking reference number remains unchanged.

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Due to the highly competitive nature of our business we frequently find it necessary to amend our prices. As such, from time to time promotional fares will be released at a rate lower than previously available. However, we don't permit promotional fares or benefits to be applied to bookings made before the offer was released. 

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If you have booked your crossing through a travel agent, it will be necessary for you to contact them regarding any amendments or confirmations.

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The following cancellation terms apply to the majority of reservations, unless specific terms and conditions apply (i.e; Special Offers);

ShortSea(Dover/Calais):

Fixed rate fee of £30.00 (€46.00)

North Sea:

2 weeks or less before departure - The Total Fare

2 - 4 weeks before departure - 50% of the Total Fare

4 - 8 weeks before departure - 25% of the Total Fare

8 weeks or more before departure – 15% of the Total Fare

Alternatively you may amend your booking for travel within twelve months of the date of purchase, subject to a £10.00 (€14.00) administration fee and payment of any difference in cost between the sailings chosen . Please advise if you wish to proceed with the cancellation.

In order to make any amendment to your reservation it will be necessary for you to phone our Call Centre on 08716 646464 (Calls cost 10p per minute plus network extras. Calls from mobiles will be higher). Our email facility isn't designed to receive confidential information such as credit / debit card details and as such, payment must be finalised over the phone.

Please ensure that any amendments to your reservation are made before the current travel date. If the reservation is not travelled on as booked, it will be forfeited.

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Provided you have the same cabin in both directions (most mini cruise reservations will ensure you do) you'll be able to keep your luggage in your cabin whilst out on your excursion.  If you need to change cabins on your return you'll be able to keep your luggage in our luggage room which is at the ships reception.

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If you arrive at the port early or late for your booked sailing, we'll do our best to load you on the next departure, subject to availability.

Our Flexi ticket allows you to travel on a sailing that is within four hours of your booked crossing at no additional cost. That’s an 8 hour window of flexibility.

If you have a Saver ticket or you are travelling outside of the 8 hour window on a Flexi ticket we will request any difference in the then current cost between the sailing you take and the one you have booked plus any applicable administration fees.

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All cabins are fitted with 2 pin European style plug sockets so if using a U.K. appliance you'll need a travel adaptor.

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You can purchase your Disney tickets onboard, at the information desk, and here are the latest prices:

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Your free Disney ticket will be issued at the port as part of your boarding pass.  

The free voucher entitles the named lead P&O Ferries passenger to exchange the voucher for a valid ‘1-day hopper’ adult Disney entrance ticket upon production of their voucher and passport/photo id at the Ticket Booth at the park entrance. 

Free ticket allows for unlimited entry into both Disneyland Resort Paris parks on the day of redemption only, subject to park capacity.  Offer is valid for arrivals from 1st May 2012 to 7th November 2012 inclusive.  Offer cannot be transferred and cannot be combined with any other promotional offer or discount. One free adult ‘1-day hopper ticket’ voucher per P&O Ferries booking made between 1st May 2012 and 30th June 2012. (excludes day return foot passenger tickets and some tickets not purchased directly from P&O Ferries).  Voucher will be issued along with your ferry tickets at the check-in on the day of travel.

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For reference, our pricing structure for the general public is entirely demand based and so the cost of any given sailing will start at a low base rate and increase as more bookings are made and the closer it gets to the travel date. Typically, this base rate will be lower than the price available to Unitholders, but is subject to increase according to availability and higher amendment fees, particularly for last minute adjustments.  

Unitholder fares remain tariff based, meaning that the benefit to you when booking these is to have access to a fixed rate, regardless of when you buy your ticket. Amendments will also only incur a charge based on any difference between the tariffs chosen, rather than a potentially high charge for a busier crossing. As such, Unitholders have the ability to choose between these ticket types, to take advantage of the best price coupled with the most favourable terms.

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To ensure you're logging into the correct section of our website, please do the following:

•        Go to www.poferries.com

•        On our homepage at the bottom of the screen, click on 'Unitholders'
The screen will now display two fields:
Unitholder number
Pin number

•        Fill them in with your details and then click “log-on”

•        You'll now be logged in and should see your name at the top right hand side of the page.

When logging on you don't need to add the "C" in front of your reference number. If you're still unable to log on, please forward your Unitholder reference number to customer.services@poferries.com  and we'll be happy to investigate for you.

I’m a Unitholder - what is my PIN number to access the Unitholder website?
If you have forgotten your PIN number you can complete this form and we'll get it to you as soon as possible. The Unitholder website can now be accessed by selecting unitholders from the page footer.

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Concessionary units can also be transferred to P&O Ferries if the owner no longer wants them. The owner will receive a payment for their units. Anyone wishing to make such a transfer should contact Computershare who will process the transfer and payment.

Computershare can be contacted at the following address:

P&O Registrars
Computershare Investor Services Plc
P O Box 82, The Pavillions
Bridgwater Road
Bristol
BS99 7NH

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Our Contact Centre number is 08716 64 64 64 UK (Calls cost 10p per minute plus network extras. Calls from mobiles will be higher)

For reference, please find below our various contact telephone numbers for use when abroad:

0825 120 156 France

+32 (0)70 70 77 71 Belgium

+31 (0)20 201 3333 Holland

+49 (0)180 5009 437 Germany

+34 902 020 461 Spain

+352 3420 808 294 Luxembourg

If calling us from elsewhere, please dial +44 1304 863000, and select 1 to transfer to our Contact Centre.

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For 0871 numbers: Calls cost 10p per minute plus network extras. Calls from mobiles will be higher.

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Our Contact Centre is open to receive calls from 0800 until 2000 Monday to Friday and 0800 until 1830 Saturday and Sunday.

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• A Photo ID is only required on the Dublin/Liverpool route and is required for the driver of the vehicle ONLY.  No form of ID is required for the car passengers.
• Larne - Cairnryan & Larne - Troon routes, photographic ID is not required
• On all POIS routes, senior citizens and students must provide proof at check-in (eg student ID card) not to incur an increase in fare. 

All Other Routes
Valid full 10 year passports or National Identity Cards are required.

As from 17Jun09 12:00hrs, all members of the EU must have a valid national identity card or passport (with photo) to travel into the UK.

Driving licenses, "Livrets de Famille" for infants will no longer be accepted.  Members out of the EU must have a valid passport.

Visas
Non-EU members are advised to speak to their embassy regarding other relevant information, such as Visas.

Useful Visa Services information can be found at http://www.ukvisas.gov.uk

ID Cards
This scheme has now been scrapped by the new government.  Existing cards can still be used as a valid identity document for travel within Europe.

The new UK National Identity Cards are valid on all routes and can be used in place of a passport when travelling within the EU/EEA and Switzerland.  However, UK Identification Cards are not valid for travel and do not provide proof of nationality.

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Please email customer.services@poferries.com with details of the problem encountered.

SHORT SEA - Any items lost or found in the port area will be sent to the Dover Harbour Board Lost Property office which is open Mondays & Tuesdays between 09:00 - 16:30 and Wednesday between 09:00 - 12:00. The telephone number is 01304 203965.
Any Items found on board P&O Ferries Dover / Calais vessels will taken to the Property Office,

Property Office

P&O Ferries,

Channel House

Channel view Road

Dover

CT17 9TJ

Open Monday – Friday, 09:00 – 17:30. Contact number 08712 220 209 (Calls cost 10p per minute plus network extras. Calls from mobiles will be higher) If calling from outside the UK please call 0044 1304 863000.

NORTH SEA - Any queries regarding lost property on our North Sea routes should be made with the lost property office at Hull on 01482 708200.

IRISH SEA - For all queries regarding lost property on our Irish Sea route please telephone the following number;

02828 872 199

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