What to do if…
a ferry or crossing is delayed for hours and you are running low on supplies

What to do now

1. Check people first.
   Look at yourself and anyone with you, especially children, older adults, pregnant people, disabled people, and anyone with diabetes, heart or breathing problems, or medicines they need. If someone has chest pain, severe breathlessness, confusion, fainting, repeated vomiting, signs of serious dehydration, or seems dangerously hot or cold, tell terminal staff or crew immediately and ask for medical help. For a life-threatening emergency, call 999 or 112.

2. Get one official update.
   Ask staff or crew: “What is the current estimated departure time, and should we stay in our vehicle, wait in the terminal, or move somewhere else?”
   Write down the scheduled departure time, the time you were told about the delay, and what staff said. A phone note or photo of an official notice is enough.

3. Secure drinking water before food.
   Buy water as soon as you can safely access a shop, café, vending machine, or terminal facility. If you are confined onboard, in a holding lane, or in a vehicle queue, ask staff or crew directly for drinking water, especially for children, older adults, pregnancy, diabetes, medication needs, dizziness, or feeling faint.

4. Get simple food next.
   Choose food that is easy to carry and does not need cooking, such as sandwiches, plain snacks, fruit, or cereal bars. If you cannot reach food facilities, tell staff or crew: “We have been waiting for hours and we are running out of food. What help or access is available?”

5. Protect your phone battery now.
   Turn on Low Power Mode or Battery Saver, reduce screen brightness, close streaming and map apps, and stop background downloads. Screenshot or save your booking reference, QR code, vehicle details, operator messages, and any rebooking instructions so you can show them offline.

6. Use signal and updates in short bursts.
   If signal is poor or battery is low, use Airplane Mode between checks. Reconnect on a timer, such as every 30 to 60 minutes, to check operator updates, messages from people meeting you, and onward travel only.

7. Ask clearly about delay assistance.
   For covered ferry services, if the departure is expected to be delayed by 90 minutes or more, ask: “Can you confirm what refreshments are available because the delay is now expected to be over 90 minutes, and what options there are for re-routing or a refund if we cannot continue?”
   Refreshments may depend on what facilities are available or can reasonably be supplied, so still ask staff what can be provided and where.

8. If the wait becomes overnight, ask before booking anything yourself.
   Say: “If this delay means we need overnight accommodation, what arrangement are you offering, and what should we do before paying for anything ourselves?”
   On covered services, accommodation may be available if you cannot be re-routed, but exceptions can apply, including unsafe weather or safety-related delays.

9. If you need to leave for food, water, medication, childcare, or health reasons, get instructions first.
   Before leaving the queue or terminal, ask: “We need to leave for health or essential reasons. What do we need to do so our booking, rebooking, or refund position is not lost?”
   Ask for the instruction in writing if possible, such as a text, email, app message, ticket note, or photo of an official notice.

10. If staff cannot resolve the rights or complaint question, keep it simple for now.
    First complain to the ferry operator when you are safe and able to write clearly. If it is still unresolved, check the GOV.UK complaint route for your journey type and location; ABTA handles some scheduled ferry complaints in England and Wales, but not every ferry-related issue and not every UK route.