P&O Ferries suspended its services without notice on Thursday morning (17 March), after announcing it would be cutting around 800 jobs. The company said that it was not currently a “viable business”, facing losses of £100m.
The move to suspend services caused confusion among passengers who had trips booked with the firm and major disruption at ports, including at Dover. Shortly after 1.30pm the operator said it has handed 800 seafarers immediate severance notices saying: "Our survival is dependent on making swift and significant changes."
P&O Ferries has a specific Twitter page for updates regarding its routes, including ferry journeys between Dover and Calais. This page has been used by the company to advise those with bookings to arrive at the port as planned, reports the Mirror.
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A statement said: "Please arrive at the port as booked and we will arrange to get you away on an alternative carrier as quickly as possible. Once at the port please make your way to the DFDS check-in booths." Drivers are also being advised to use alternatives such as the Channel Tunnel, or rivals such as DFDS Ferries.
The disruption and delays will no doubt be incredibly frustrating - but your refund rights will depend on how long your journey is delayed by.
According to ABTA: "If your ferry operator expects your departure to be cancelled, the operator should inform you as soon as possible. If this is on the day of travel, you should be informed no later than 30 minutes after your scheduled time of departure." If your ferry is expected to be cancelled, the operator should provide you with snacks, meals and refreshments during your waiting time.
When a ferry operator cancels your service, you should be offered either an alternative, or a refund. If the cancellation results in an overnight stay becoming necessary, you should be offered accommodation free of charge.
You are entitled to compensation of 25 per cent of your ticket price if your service is delayed for at least:
- One hour for a journey of duration four hours
- Two hours for a journey of duration between four and eight hours
- Three hours for a journey of duration between eight and 24 hours
- Six hours for a journey of duration of over 24 hours.
If the delay exceeds double the time set out, the compensation will be 50 per cent of the ticket price. You can find out more on abta.com.
