Frequently Asked Questions - Passenger ferry services
Please find below our most frequently asked questions. If this list does not provide you with the information you need then please contact us.
- When will I receive my tickets?
- How can I change my booking?
- I have lost my booking details - what should I do?
- Can I just turn up at the port and buy my ticket?
- Can foot passengers travel on Norfolkline's ferries?
- What is the procedure for traveling with pets?
- How long before the departure time should I check-in?
- Can I have a roof box or bicycles attached to my car?
- Are there car parking facilities at the port?
- How long is the crossing?
- Do you have currency exchange facilities onboard the vessel?
- Is duty free shopping still available onboard?
- Can I smoke onboard?
- What documentation do I need to travel?
- Where can I obtain a visa?
- Is travel insurance recommended?
- Are there any legal requirements needed for my car to drive overseas?
- Do your ships accept vehicles which run on Liquified Petroleum Gas LPG?
- Which of your ships are suitable for disabled passengers of wheel chairs?
- What is a commercial vehicle?
- What if I have concerns regarding the service?
- What are the opening hours of the restaurant/cafe' at Dunkerque terminal?
- Which is the closest petrol station to Dunkerque terminal?
- What shall I do if the number of passengers is different between the two crossings of a return journey?
- Is there any surcharge on bookings made by phone?
- Can I take my shotgun, rifle or weapon with me in my car?
- How can I access the centre of Dunkerque and Auchan Hypermarket?
Norfolkline operates as a ticketless company. When you make an online reservation you will be sent an email confirmation containing the booking reference and travel details. Alternatively, if you make a phone reservation, you will be asked to make a note of your booking reference number. On the day of travel you will need to quote your booking reference at the Norfolkline check-in booth.
Norfolkline does not allow changes to be made to your booking online. If you have booked directly with us, either online or via our call centre, please contact our call centres on +44 (0) 844 847 5007 (Dover - Dunkerque bookings - Amendment fee £20/€30 ), + 44 (0) 844 499 0007 (UK call centre for Irish Sea bookings), or + 353 (0) 1 819 2999 (Republic of Ireland call centre for Irish Sea bookings). You will also need to pay any difference in fare between what you have already paid and the price of the new sailing.
Note: Norfolkline can only process amendments to bookings made directly with us. If you have made your booking with a travel agent, or online via another website, please contact the relevant agent/website to process any amendments required.
Norfolkline do not issue tickets, but to travel you will need your booking reference number. If you have mislaid this or any other piece of information related to your booking (e.g. departure times and dates) please contact our call centres on +44 (0) 844 847 5007 (Dover - Dunkerque bookings), + 44 (0) 844 499 0007 (UK call centre for Irish Sea bookings), or + 353 (0) 1 819 2999 (Republic of Ireland call centre for Irish Sea bookings).
Note: in order that we can trace your booking as quickly as possible please have as many relevant details as possible to hand - booking reference, vehicle registration, names of those travelling, dates, credit card etc.
Cross channel ferry crossings
Between the hours of 07:00 and 19:00 you are able to buy tickets at the Norfolkline desk inside the Travel Centre. Outside of these hours to book you can drive direct to the Norfolkline check-in booths and purchase your ticket there. Specific turn up and go fares apply. Please note: We would always advise that you pre-book your journey in advance of travel as we cannot guarentee space availability on the day.
Irish Sea ferry crossings
Between the hours of 06.30 and 10.00 or 18.30 and 22.00 you are able to buy tickets at the Passenger Check-In Terminal. Some special offers are not available when booking on day of departure. If making a booking at port on the day of travel, we will charge you a £20 booking fee. Please note: We would always advise that you pre-book your journey in advance of travel as we cannot guarantee space availability on the day.
Cross channel ferry crossings
Our cross channel ferries are designed for passengers travelling with their own vehicles. As such foot passengers cannot travel on Norfolkline's Dover - Dunkerque route.
Irish Sea ferry crossings
Foot passengers can travel on our Liverpool - Belfast and Liverpool - Dublin routes, and foot passengers now book online.
Cross channel ferry crossings
Norfolkline vessels are able to carry pets as long as we are advised at the time of the booking and provided a pet passport number. Pet tickets are charged at £30 per animal. You can book your pet over the telephone at this moment in time. If you need any assistance please call 0844 8475 007 and speak to one of our Passenger Services Co-ordinators. Please note: All animals must remain in the vehicle during the crossing and are subject to the necessary documentation, vaccinations etc. For any more additional we advise you to visit the DEFRA website.
In case of traveling with horses/ponnies due to the nature of the vehicle type bookings must be created through our freight reservation's department freightsales@norfolkline.com.
Check requirements for pet passports
Irish Sea ferry crossings
Norfolkline vessels are able to carry pets as long as we are advised at the time of booking – please notify the Call Centre on 0844 499 0007 (UK) or 01 819 2999 (ROI). Please note: Animals other than guide dogs and disability assistance and are not permitted in the passenger areas on board ship and must remain in the vehicle during the crossing. A number of dog kennels are available and are on a first come first served basis.
Cross channel ferry crossings
Vehicles need to be at the port to complete the check-in process a minimum of 45 minutes prior to the sailing departure, during busy periods please allow up to 1 hour and 30 mins.Please note that port security and immigration checks occur prior to check-in at Dover Port, while after check-in at Dunkerque Port.
Irish Sea ferry crossings
Passenger check-in opens 2 hours before the ship’s scheduled departure time. Check-in desks will close 1 hour before the departure of the ship. Passengers who arrive after this time will not be permitted to board the ship and will forfeit their ticket - no refund or free transfer will apply. Passengers are advised to check departure times 24 hours before sailing.
Cross channel ferry crossings
We do not have any problems if the combined height of the vehicle does not exceed 2.4 meters and the length of 5 meters. For vehicles over this height, please contact the call centre on 0844 8475 007
Irish Sea ferry crossings
We do not have any problems if the combined height of the vehicle does not exceed 2.4 meters and the length of 5 meters. This excludes the Dublin Route as cars must be under 1.75m in height. For vehicles over this height, please contact the call centre on 0844 499 0007 (UK) or 01 819 2999 (ROI).
Cross channel ferry crossings
Yes. Dover port offers short and long-stay parking in the main multi-storey car park located at the entrance to the Eastern docks ferry terminal for prices please contact the Dover Harbour Board on 01304 240400 . Free parking in front of the Travel Centre is restricted to 15 minutes.
Irish Sea ferry crossings
Yes however car parking space is limited and is available on a first come first served basis.
Cross channel ferry crossings
The duration of the crossing is approximately 1h 45 mins
Irish Sea ferry crossings
Crossing on the Belfast route is approximately 8 hours and approximately 7 hours on the Dublin route.
Cross channel ferry crossings
All ferries within our fleet offer a bureau de change service onboard.
Irish Sea ferry crossings
No. Passengers can however use both Sterling and Euro onboard.
Duty free shopping was abolished within the European Union in 1999. We now offer passengers the opportunity to purchase great value products such as wines, spirits, tobacco, confectionery, gifts and perfume. On our cross-chanel ferry crossings these are at French duty paid prices - take a look at some of the latest offers available.
In the interests of passenger comfort, all public areas on the vessels are non-smoking however it is possible to smoke on the outside decks.
Cross channel ferry crossings
All persons traveling need to have in their possession a valid passport. French passport control takes place prior to check-in. For more information on passports or travel documentation you can call the French Consulate on 020 7073 1200. Please note, not all British passports are valid for travel to France.
Irish Sea ferry crossings
All Passengers aged 18 or over must produce photographic identification in the form of a valid passport or valid photographic EU national identity card or valid photographic driving license or valid police warrant card/badge or Citizen Card or a valid Government-issued identity card at Norfolkline check-in.
Visas for travel to France must be requested from the French Consulate in London or Edinburgh. For more information, please contact the Consulate visa line on 09065 540 700
We recommend that all passengers travelling to France take out a travel insurance policy.
Vehicles travelling in France are legally required to have certain breakdown and emergency equipment stored in the vehicle and a visible GB sticker.
Yes, vehicles converted to LPG or motor homes carrying LPG cylinders are accepted onboard our ferries. Please note however, vehicles are limited to carrying one LPG cylinder we also ask that you advise the staff at the check in booth before you check in.
All our vessels are equipped to carry disabled passengers however we need to be advised at the time of making a booking, the staff can allow for the car to be situated nearer to the lifts on the car deck. Staff will also accommodate as much as they can.
Any vehicle that is being used for or designed for the carrying of goods. Therefore they cannot travel on passenger tariffs, and must pay commercial freight rates. Freight rates are subject to VAT.
Cross channel ferry crossings
If you have any concerns regarding the services provided by Norfolkline, you should bring them to the immediate attention of one of our staff. If your concerns remain unresolved, please contact us in writing by post or by email (customer-services@norfolkline.com) within 28 days of your return, quoting the booking reference and giving details of how we may contact you.
Irish Sea ferry crossings
For all other queries please contact our call centre on 0844 499 0007 (UK) or 01 819 2999 (ROI) or email pdepartment@norfolkline.com
Please be advised that the restaurant at Dunkerque terminal will be open from 08:00 to 18:00 seven days a week from 15th July to 15th September.
The nearest petrol station to the car ferry terminal in Dunkerque is close to the 'Auchan Flandres Littoral' hypermarket. Easy to reach (Motorway A16 - Exit 25A), it is open 24 hours a day.
While making the booking, please state the highest number of passengers traveling in either direction. While checking in, our staff will then update the system according to the effective number.
Cross channel ferry crossings
Please note that bookings made by phone will be subject to GBP 5 / EUR 7.5 surcharge.
Irish Sea ferry crossings
Please note that bookings made by phone will be subject to GBP 10 / EUR 15 surcharge.
Bookings made at port on the day of travel are subject to a £20 booking fee.
Cross channel ferry crossings
Yes, provided you are fully licensed and can fulfil all the legal requirements.
You must declare this at the time of booking and this must be done at least 24 hours before intended travel.
You can take ammunition, but this must be kept to a minimum and wherever possible, stored separately from any weapon, e.g. in another compartment.
The weapons(s) must remain inside the vehicle and wherever practicable, the bolt, magazine or other vital operating part should be separated from the gun and either carried on the person, secured or hidden in the vehicle, or kept in a locked container, ideally secured to the vehicle. Any weapon must also be obscured from view, under a cover or inside a container. Once onboard, the ships loading officer will be discretely aware of you and will ask you to surrender your car keys for the duration of the crossing. The vehicle must remain locked and alarmed, if fitted. On arrival, the keys will be given back to you.
Once you have informed us of all the details, we must pass the information to other interested parties. All vehicles are subject to searching at both ports and this will avoid any misunderstanding. However, you should still discretely confirm to the check in operator that you are carrying such.
Even if your gun is only for display, the requirements are exactly the same. .
Irish Sea ferry crossings
Please refer to 'Carriage of firearms' in the General terms and conditions section of our website, or download our carriage of firearms policy.
The national road N1, is the most direct road from the Norfolkline Terminal to Dunkerque town centre and Auchan Hypermarket.
Alternative road for cyclists
Leaving the Norfolkline terminal, go straight at the first roundabout in Route des Dunes, then continue on Route de Mardyck and further on route du Fortelet. Follow the signs to Dunkerque Centre Ville.
Click here to view a map of the area.