Cross channel Frequently Asked Questions (FAQs)
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 prior to travel?
- I have lost my booking details - what should I do?
- Can I buy a ticket on the day of departure at the port?
- 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?
- Where are the ports located?
- 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?
- What if I am traveling with Children who do not have their Parent or Legal Guardian traveling with me?
- Can I travel with medical oxygen?
- Can I amend my booking at the port?
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’s system does not at present 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 0871 574 7223 ( Calls may cost up to 10p per minute plus network extras) ( or if calling from outside the UK +44 (0) 208 127 8303) (Dover - Dunkerque bookings - Amendment fee £20/€25 ); + 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. This procedure only applies to amendments made prior to arrival at the port.
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 centre on 0871 574 7223 ( Calls may cost up to 10p per minute plus network extras).
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.
Tickets can be purchased at the Travel Centre in Dover or Dunkerque. Norfolkline charge a Turn Up and Go fare at the port which is a premium fare and not the same as the internet fare. Bookings are subject to availability. In order to get the cheapest price we recommend that you book your ticket in advance.
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.
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.
If you need any assistance please call 0871 574 7223 ( Calls may cost up to 10p per minute plus network extras)and speak to one of our Passenger Services Co-ordinators.
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.
Note: All animals must remain in the vehicle during the crossing and are subject to the necessary documentation, vaccinations etc. For any more additional information we advise you to visit the DEFRA website.
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.
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 0871 574 7223 ( Calls may cost up to 10p per minute plus network extras).
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.
The duration of the crossing is approximately 2 hours
All ferries within our fleet offer a bureau de change service 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. These are at French duty paid prices and offer great value when compared to prices in the UK.
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.
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.
Note: Not all British passports are valid for travel to France.
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. This includes any vehicle towing another vehicle for commercial purposes. Therefore they cannot travel on passenger tariffs, and must pay commercial freight rates. Freight rates are subject to VAT. To contact our freight department call +44 (0) 1304 218400 .
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.
For information on the location of our ports, please visit the port information page which contains address details, downloadable maps and a Google map for route planning.
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.
Please note that bookings made by phone will be subject to GBP 5 / EUR 7.5 surcharge.
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.
The national road N1, is the most direct road from the Norfolkline Terminal to Dunkerque town centre and Auchan Hypermarket.
An alternative route is available 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.
Children traveling abroad without their Parent or Legal Guardian but with another adult must have a letter of consent or permission to travel maybe refused. It is the Passengers responsibility to ensure that they have all the documentation needed to comply with the requirements of immigration, customs, health and other relevant regulations.
Medical oxygen - UN1072a
The carriage of medical oxygen in a private vehicle is permitted to travel without a dgn under the following circumstances:
Only 6 x 10 litre canisters can be carried in one vehicle and only if accompanied by a doctor’s letter confirming that the passenger must carry the oxygen at all times.
Passengers must inform Norfolkline at the time of booking that they will be carrying the oxygen so that a note can be made in the booking to this effect.
Passengers are prohibited from being in designated smoking areas.
Any further information can be found under MGN 340 on the MCA website.
Norfolkline does allow amendments to be made at the port subject to space availability. To amend your booking you will be charged the difference between the port fare (Turn Up and Go fare) and your original crossing fare. The Turn Up and Go fare is always charged at a higher rate than the internet fare so the amendment fee charged will be significantly higher than if you amend your booking prior to arrival at the port. For the cheapest amendment please contact our call centre on 0871 574 7223 ( Calls may cost up to 10p per minute plus network extras) or if calling from outside the UK +44 (0) 208 127 8303 as soon as your plans change.
We appreciate that short delays can occur when traveling so we allow our customers to amend their bookings one sailing before or one sailing after their original departure without any charges, however this is subject to space availability. You do not need to advise us in advance if this is the case.
Please note bookings cannot be amended if more than 24 hours have passed since your original crossing departed. A new booking must be made and the original booking is treated as a cancellation.