Q: Why is my payment card not accepted?
A: We can only accept payment cards accepted by our merchant payment provider.
In general, cards with less than 16 digits are not suitable for use online as they are designed to be used only in shops where the card is swiped / verified by PIN.
For more information, please refer to the question 'I am having problems using my credit card. What now?'.
If this does not answer your question then please call us on
Q: Which payment cards / methods can I use?
A: The following payment cards are accepted:
- Visa
- Visa Electron
- Visa Delta
- Visa Connect
- Mastercard
- Maestro
- Solo
We do not currently accept:
- American Express
- Payment cards with less than 16 digits.
Q: Can I pay at the port?
A: No.
Q: Can I pay for a someone elses ticket?
A: Yes, however we must have written permission from the cardholder to proceed and we cannot accept online bookings of this nature.
Q: Can I reserve a crossing with a deposit?
A: No, all bookings must be paid in full to be confirmed.
Q: How do i obtain a refund if I am charged multiple times?
A: If a problem occurs during the process of confirming your booking and payment is collected by our merchant payment handler then they will automatically refund your payment and it will not be passed on to Directferries. In this case, if you do not receive your refund then you will need to contact your payment card service provider.
Directferries unfortunately cannot make refund payments to customers if we have not been sent the payment by the merchant payment handler.
We have been advised that it can take up to 2 weeks for payments to return to your account.
If you need any further information, then please contact us on
Q: Why do you charge a payment card processing fee?
A: For clients wishing to pay by credit card or non UK card, we will make a small charge of 2.5% per booking (3% Amex). This is to recover the credit card companies’ charges to us. There is a £1.00 charge if payment is with a UK debit card.
Q: How do I pay for my booking?
A: To book online with directferries you must use a valid credit or debit card.
In some cases we will accept bank transfers or cheque payments however this is done on a case by case basis and bookings will not be confirmed until payment has cleared in our account. These payments may be subject to further conditions / fees and can only be processed by telephone.
Q: Will my debit / credit card work online?
A: Providing it is a card that we accept (most cards) and the details are entered correctly, then yes.
Q: Can I pay by cheque?
A: Cheque payments are accepted on a case by case basis and can only be processed by telephone.
In any case, a booking will not be confirmed until the payment has reached our bank account.
For further information, please call
Q: Can I pay by bank transfer?
A: Bank transfers are accepted on a case by case basis and can only be processed by telephone.
In any case, a booking will not be confirmed until the payment has reached our bank account.
For further information, please call
Q: I am having problems using my credit card. What now?
A: Please find below a few hints that may resolve your issue before contacting Directferries via telephone:
1) Enter the payment card number exactly as it appears on the card.
2) Select the correct card type (if your payment card is not in the menu, then we do not accept it).
3) Directferries do not currently accept payment cards that have less than 16 digits. Please ensure you use a 16 digit card as a form of payment and try again.
4) Enter the card holders name exactly as it appears on the payment card.
5) Enter the card start date (if applicable)
6) Enter the expiry date that appears on your payment card
7) Enter the CVV2 number (the last 3 digits in the signature panel of your card) exactly as it appears on your payment card.
8) Enter the card issue number (if applicable)
9) Ensure you have sufficient funds in your account to complete the booking.
If none of these steps enable you to complete your purchase, please call us on and an agent will attempt to process your payment over the phone.
Q: How do I obtain a VAT invoice / receipt for my booking?
A: Passenger ferry bookings are exempt from VAT and we do not issue invoices.
For payment receipts, please send us a request by email to customer.services@directferries.com detailing your reference number, name and contact details and we will forward a receipt to the email address registered against that booking.
Q: What is Verified by Visa / Mastercard SecureCode?
A: Verified by Visa and MasterCard SecureCode are services offered by Visa and MasterCard in association with your card issuer to enhance your protection when shopping online.
If your card issuer participates in either of the schemes and you haven't already registered and are requested to do so then simply follow the on-screen instructions to create your own password.
If you have already registered, then enter your password and click submit and we will then proceed with collecting your payment. This information is completely secure, and is only shared between you and your card issuer. Your identity is verified and your transaction is secure.
Direct Ferries have no control or access to your password or personal details and therefore will not be able to provide assistant for any issues relating to Verified by Visa or Mastercard Secure Code. For further information or assistance, you will need to contact your card issuer.