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Jersey Consumer Council

Consumer News

Condor Ferry Cancellations

April 3, 2020 Coronavirus Matters, Travel and Transport No Comments

With ferry crossings cancelled until at least the end of April, the Consumer Council has received complaints from passengers having difficulty getting a full refund.

Travellers are being offered vouchers for future sailings rather than cash refunds. We understand this is because Condor expects to be able to honour the travel at a later date.

We approached the company about this as there are points to be considered:
– by law, a full refund should be given if requested
– the cancelled ferry journey may have been a one-off crossing for a wedding etc
– if a voucher is accepted, can customer change their mind at a later date, should the situation change?
– if a voucher is accepted, what happens if the customer is unable to travel in the next 12 months, due to illness etc?

Condor have advised that they are having to adapt to a rapidly changing environment and that the recent measures they have taken are to ensure the future of the company and jobs, and the continuation of lifeline services for the Channel Islands, including freight-only sailings to provide a sterile working environment.

They stated that initially offering a voucher is the position being taken by most ferry operators and the wider travel industry.

The company is offering passengers with existing reservations, who wish to alter a booking, the option to change their trip to a future date without incurring an amendment fee at the current time (although fare differential may still apply), and a complimentary seat upgrade for both their outward and return journey onboard their high-speed ships (subject to availability).

If you can’t yet commit to a future travel date, Condor is providing a travel voucher to the total value of the original booking without any cancellation penalty. The voucher has a validity date of up to 18 months.

Every email received by their Customer Relations team is being looked at on a case by case basis. Unfortunately, due to such high email traffic, responses may take several months to complete, which is not good news.

In response to this Condor advise that if there is a need to amend the booking voucher date many months into the future, their normal amendment policy may apply which includes the ability to change online up to seven days before departure free of charge. Should a more expensive sailing be chosen, the difference in fare will apply.


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