Refunds & Complaints
We’re in the good times business and have been for a long time. We are customer led with a focus on quality and value.
Complaints about the sailing itself are rare. We do not advertise anything that we do not believe we can deliver with a high success rate.
The most common niggle is cancelled sailings. This will be down to weather conditions over which we have no control, and very rarely a breakdown.
We do not take bookings for a scheduled sailing knowing that it has little chance of departing – that just wastes our own time as well as yours.
We do take bookings when the overall forecast may be poor but we can identify weather windows or regional variations.
Your sailing may be cancelled at the last minute and you may have travelled a long way and it is unfair. Our biggest plus is operating on the edge of the Atlantic Ocean and the wonder that this brings. Occasionally the Ocean roars and at very short notice brings proceedings to an abrupt halt, this is something we have no control over.
Conditions may improve with the turn of the tide or for another logistical reasons – one trip may be cancelled whilst we wait. If there is space and the next trip is able to depart we will transfer your ticket. If there is no space, then we will either re book you or refund you. This is very rare and we understand it can be frustrating but this is how we must operate to remain fair to all booked customers. We do not compromise regarding passenger safety. This is a real environment and experience; this is not a theme park.
If we cancel we will refund in full. Very, very occasionally we may even depart but when on the way, or at sea, decide to abandon the sailing due to weather or for safety or logistics. If this is the case, we will refund you in full.
Sometimes we may need to delay a sailing for a while due to weather or tides or a combination. We may also incur a slight delay waiting for additional bookings. We will keep in touch with you about this and not mess you around. Nearly all sailings leave exactly on schedule but we reserve the right to reschedule for up to 2 hours (see note below).
Complaints normally arise from the booking or departure procedure. It is essential though that you read your ticket in detail and timetable your sailing with latitude. If you have any complaints or constructive advice, please let us know. The best course is to email. We will treat your issue with respect and may have an instant observation or remedy. Any complaint, no matter what magnitude, will also be conveyed to Angus Dunlop.
The overall rule is that if it’s our fault or we cancel a sailing then its a 100% refund. If it’s your fault, then it is discretionary with some guidance rules.
If we cancel
If we cancel the sailing, then we give 100% refund.
If you cancel
If you need to cancel a booking up to 24 hours before departure a 100% refund will be made. A cancellation that is made with less than 24 hours notice will not be offered a refund, but see note below.
If you are late for your sailing or do not turn up, then there is no refund – sorry but you must give yourself plenty of time. We will, if we can, offer you a standby ticket for another sailing to try and help. We want to be fair but we can’t simply refund because someone is suddenly poorly or there is another mishap.
We reserve the right to delay any sailing by up to 2 hours for logistical, safety or commercial reasons. Most sailings depart exactly on time but some times we have to change. If you have a specific reason why you cannot delay, let us know – we will be sympathetic and will offer up to a 100% refund.
Under any circumstances we will not be responsible for consequential losses. We might buy you an ice cream if you are waiting around but we wont pay your travel costs if a sailing is cancelled.