How to get a refund from P&O for a cancelled ferry

If P&O Ferries cancelled your journey, you're not left without options. European Union law protects your right to a refund or alternative travel. This guide will help you claim what you're owed.

Published by Reclaim, run by Corey Musa, Founder·Facts and sources checked 2026-10-12·LinkedIn·Built by COM Computing

Skip the writing, get your claim in 15 seconds.

We'll draft a firm, ready-to-send demand tailored to your situation. Free.

Build my claim →

Want a number first? Calculate your flight delay compensation, or see what claim companies would take from it.

Your rights

Under Regulation (EU) No 1177/2010, as retained in UK law, if your ferry crossing is cancelled, or delayed in departure by more than 90 minutes, you have the right to choose between re-routing to your final destination at no extra cost and at the earliest opportunity, or a full reimbursement of your ticket price. This reimbursement must be paid within 7 days, covering the full cost of the ticket for the parts of the journey not made, and any parts already made if the journey no longer serves its original purpose. The refund should be made using the same method you used to buy the ticket. However, UK government guidance states that this right to a refund or rerouting does not apply if the cancellation is due to extraordinary and unforeseen events, such as unsafe weather, natural disasters, or strike action.

Step by step

1Gather all your booking details, including your booking reference, ticket number, and proof of cancellation, such as an email or SMS from P&O Ferries.
2Contact P&O Ferries customer service directly. Clearly state your journey was cancelled and you are requesting a full refund as per Regulation (EU) No 1177/2010, Article 19. Remind them that the reimbursement is due within 7 days.
3If your initial request is denied or you do not receive the refund within 7 days, escalate your complaint in writing to P&O Ferries' Care team, as per their terms, within 2 months of your scheduled travel date. Reiterate your legal rights and the 7-day payment deadline.
4If P&O Ferries still refuses to issue a refund or fails to respond adequately, contact the Maritime and Coastguard Agency (MCA) in the UK, which is the national enforcement body for maritime passenger rights, or a consumer dispute resolution service for further assistance.

What they'll say, and your comeback

“The cancellation was due to bad weather, so we aren't liable for a refund.”

Comeback, UK government guidance states that the right to a refund may not apply for cancellations caused by extraordinary events like unsafe weather. However, this specific exclusion does not cover all reasons for cancellation. My right to a refund under Regulation (EU) No 1177/2010, Article 19, applies unless the cancellation falls under these specific extraordinary circumstances.

“We can only offer you a voucher or rebook you for another crossing.”

Comeback, While I appreciate the offer, Article 19 of Regulation (EU) No 1177/2010 gives me the choice of a full refund, which I am requesting. I am not obliged to accept a voucher or rebooking.

What actually happens

In practice, securing a refund from P&O Ferries for a cancelled journey often requires persistence. While the law states reimbursement is due within 7 days, many passengers report delays. Initial requests to customer service might be met with offers of vouchers or rebooking, despite your right to a cash refund. Escalating your complaint in writing to P&O's Care team, ideally within 2 months of your scheduled travel, is a critical step. Be prepared to cite Regulation (EU) No 1177/2010 and the 7-day payment deadline. Most successful refunds are processed after this internal escalation, though some cases require intervention from the Maritime and Coastguard Agency. Refunds typically cover the full ticket price and are usually returned via the original payment method. Be aware that cancellations due to extraordinary events like severe weather may be exempt from refunds under UK guidance.

FAQ

Am I entitled to compensation as well as a refund?

Regulation (EU) No 1177/2010 provides for compensation in certain circumstances, typically for delays over a specified duration. However, the right to a refund for a cancelled journey is separate. UK government guidance states that the right to compensation, and in some cases the refund itself, does not apply if the cancellation is due to extraordinary and unforeseen events, such as unsafe weather, natural disasters, or strike action. You should pursue the refund first, then consider if you are also eligible for compensation based on the delay or cancellation details and the reason for it.

What if I booked my P&O Ferries crossing through a third-party agent?

Even if you booked through an agent, P&O Ferries remains the operating carrier and is ultimately responsible for your rights under Regulation (EU) No 1177/2010. You should contact P&O Ferries directly first. If they direct you back to the agent, inform the agent of your rights and insist they process the refund from P&O on your behalf.

How quickly should P&O inform me of a cancellation?

UK government guidance states that a ferry operator should inform passengers about an expected cancellation or delay as soon as possible, and no later than 30 minutes after the scheduled departure time.

Ready to get your money back?

Reclaim it now, free →

More money you might be owed

Sources

A self-serve tool, not a law firm. General information, not legal advice. Last researched 2026-10-12.