TRAVEL TRADE
PRE-BOARDING Information
DOWNLOAD DETAILS calmac.co.uk/ traveltrade
Welcome Hello and thank you for choosing to travel with CalMac Ferries. We at Travel Trade have put together a small document which will hopefully house all the information you need from booking to boarding. If not, please let us know! We hope you have a wonderful time visiting the beautiful islands and destinations we offer. We are looking forward to welcoming you onboard.
Contact Information Telephone: +44 0 (1475) 650355 E-mail: traveltrade@calmac.co.uk Office hours: Monday - Friday 0830 – 1700
Contents How to book, amend and cancel a reservation
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Passenger Assistance 6 Check in Times, Collecting Tickets, Luggage and Boarding
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Catering Services and Disembarkation
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Parking Restrictions and Non-Bookable Routes
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Tri Axle Coaches 14 Vessel/Terminal Information and Useful Links
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Travel Trade Caledonian MacBrayne
How to Book NON CREDIT ACCOUNT HOLDERS You now book online for foot passengers, cars, vans and small coaches (6m or under), people carriers and motorbikes. There is no longer a need to book through the Travel Trade Department as you can now easily self-serve via the main CalMac website CREDIT ACCOUNT HOLDERS
Charges, Cancellations and Refund CalMac Ferries has a policy of charging customers who fail to show for reserved sailings (no shows). For paid bookings, any cancellations made 48 hours prior to travel will not be entitled to a refund.
To make all coach and FIT bookings, please continue to book directly through the Travel Trade team via email
For paid bookings, failure to advise of a cancellation which leads to a ‘No Show’ will not be entitled to a refund. A ‘No Show’ is a vehicle that fails to arrive for a booked time slot.
Amendments
Cancellations prior to the 48 hour cut off will be entitled to a full refund less a £10 administration charge.
If you need to change any details of your booking, please contact the Travel Trade Team;
Should there be cancellations to our services due to weather or technical issues then a full refund will be provided.
To contact the team by telephone +44 0 (1475) 650355 or by e-mailing traveltrade@calmac.co.uk Our office hours are Monday - Friday 0830 – 1700
If there are disruptions on our network and should you cancel your booking before we cancel our sailing, then a full refund less the £10 administration charge will apply.
For more information on times and how to book visit calmac.co.uk/traveltrade
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Travel Trade Caledonian MacBrayne
Passenger Assistance If you need assistance, have reduced mobility, are travelling with young children, with a pram, we will try our best to make your journey stress-free.
You can find much more information on our Passenger Assistance page on our website which covers:
Due to the nature of our network the facilities at our ports vary from unmanned slipways to ports with a small port office or a ferry terminal. You can check here the facilities that are available at our ports.
Facilities on board our ferries also vary depending on their size. You can check here the facilities that are available on board. Space between vehicles on the car deck can be very limited. If you are travelling with babies or young children and a pram / car seat, or you have reduced mobility it is best to request extra space to get in and out of your vehicle. If booking through a travel agent or tour operator, and you require assistance, please ask them to book assistance with us.
· Support Dogs, · Special Dietary Requirements · Carrying Medical Oxygen · Motorised Wheelchairs · Accessible Timetables · Passenger Welfare · Website Accessibility Standards · Assistance available at Manned and
Unmanned ports
available on board.
· Lift availability and Assistance
We cannot guarantee that we can arrange assistance if this has not been requested 48 hours before your scheduled departure time, but we will always do our best to help.
For more information on times and how to book visit calmac.co.uk/traveltrade
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Check-in Times It is imperative that you arrive for your allotted check in time. Vehicle drivers/tour guides must be in possession of tickets before boarding (where applicable) and are required to check in no later than the times stated on your booking confirmation. Check in times can also be found here on our website: If you are late or miss your check in time the space will be reallocated.
Travel Trade Caledonian MacBrayne
Collecting Tickets You will be issued with all tickets for your intended journeys at your first port of departure. For example, if you are travelling to Mull and then onwards to Iona, you will be given tickets for all routes.
CREDIT ACCOUNT HOLDERS
Please remember to bring along your ‘letter of introduction’ which must be on letterheaded company paper and include the following information:
NON CREDIT ACCOUNT HOLDERS
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Tickets can be collected at the first port of departure by handing over your email confirmation or quoting the booking reference number.
Our staff cannot issue tickets without this document and carriage of the vehicle and passengers will be refused on failure to provide this documentation.
All passengers will have a ticket portion which will be checked by a member of staff as boarding proceeds. (payment at the time of booking)
Account number Routes/Dates/times of travel Vehicle type Passenger count including the driver
Port Office opening hours can be found here.
Luggage Transfer We are not able to offer a luggage transfer service due to staffing levels and other duties and responsibilities while loading/unloading the vessel. Should you need to transfer luggage you can book one of your own vans on (subject to availability) and transfer the luggage that way.
Boarding Coach travel All passengers must disembark the coach prior to boarding and board via the gangway. This helps ease congestion on the car deck and the stairways leading to the passenger deck. Car travel All cars and passengers will embark via the car ramp and passengers will then travel up via the stairway (or lift if applicable) to the passenger deck.
For more information on times and how to book visit calmac.co.uk/traveltrade
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Travel Trade Caledonian MacBrayne
Catering Services If catering has been booked, please make yourself known to the Onboard Service Manager who can be located on the passenger deck. You will be led to the ‘Mariners Café’. We do not offer table service and your clients will be expected to queue up alongside all other travelling passengers to choose their meals. Travel Trade Menu Catering Onboard
Interested in Catering? Here’s How to Book Have you read the above and would now like to book Catering? Our larger vessels have a Mariners café meaning you can enjoy a hot breakfast, full meal or a snack on board using some of the finest selected local produce Scotland has to offer. To see what’s on offer for your group, please contact the Travel Trade team via email
Disembarking Coach travel All passengers must disembark via the gangway and will be guided to a suitable waiting area to be collected by the coach. Car travel All passengers will make their way back to the car when instructed via the onboard announcement and disembark via the car ramp.
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Travel Trade Caledonian MacBrayne
Parking and Restrictions Safety is at the heart of everything we do. In order to keep you safe we have had to change some of the parking arrangements at two of our ports. On arrival please always follow the instructions of our port marshalling staff. Failure to comply with the parking regulations may result in refusal of travel. We operate a zero tolerance on abusive and aggressive behaviour. Please see the following link for more information No Abuse
Mallaig Due to restricted space in our parking lanes, coaches should not arrive earlier than the stated check in time, which is 20 minutes, by arriving earlier you will block the lanes for other traffic and the staff will have to intervene. Mull Please see the following link for more information in the restrictions currently in place at our Oban and Craignure ferry terminals. Oban Parking Regulations
Non-Bookable Services The following routes are classed as ‘Non-Bookable’ due to the frequency of sailings. This has always been the case and is not likely to change. Whilst we can add a non-bookable route to your booking, it is not necessary due to the frequency and nature of the route. There is no way to book a specific sailing time. You simply arrive for your check in time and take your place in the queue should there be one. Route Wemyss Bay – Rothesay Claonaig – Lochranza Largs – Cumbrae Slip Colintraive – Rhubodach Tarbert Loch Fyne– Portavadie Fishnish - Lochaline Tobermory – Kilchoan Fionnphort – Iona Kerrera - Gallanach Tarbert Loch Fyne – Lochranza
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Travel Trade Caledonian MacBrayne
Tri Axle Coaches We advise coach operators that there are certain routes that are unable to accommodate tri axle coaches, as we occasionally have issues with tri axle coaches. The issue is that they are unable to embark or disembark onto or from a small ferry due to there being loss of traction from the centre drive axle when traversing the slip/vessel ramp onto/off the vessel. This issue only affects some small ferries on the following routes:
· Ardmhor - Eriskay · Tobermory - Kilchoan · Tayinloan - Gigha · Tarbert - Portavadie · Largs - Cumbrae (on only the smaller of
the two ferries that operate the route)
For more information on times and how to book visit calmac.co.uk/traveltrade
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Travel Trade Caledonian MacBrayne
Vessel and Terminal Facilities A full list of vessel facilities can be found here: Fleet A full list of terminal facilities can be found here: Port and Terminal Facilities MULL - MV CORUISK
For customers booked on the MV Coruisk which is the smaller vessel operating on the Mull service (the sailing time will be donated with an ‘A’ on the online timetable) There is only a coffee cabin on board there are no hot meals or catering is available. Also, there are no toilet facilities, so passengers are encouraged to visit the rest room at the ferry terminal prior to boarding.
USEFUL LINKS
Service Status Service Status Travel Trade Webpage Travel Trade Travel Trade FAQ Travel Trade FAQ Fleet – Click on the below link to see in depth details of what each of our vessels have to offer on board from toilet facilities, catering and retail outlets. CalMac Fleet
Oban Summer Timetable A sailing denoted with an ‘A’ is the smaller vessel.
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How to book Telephone: (+44) 1475 650355 Email: traveltrade@calmac.co.uk Web: www.calmac.co.uk/traveltrade Write to: Travel Trade Department, Caledonian MacBrayne, Ferry Terminal, Gourock PA19 1QP Travel Trade Department Opening Hours: Monday - Friday: 0830 - 1700 2021 Caledonian MacBrayne. All rights Reserved.
