Please find below our most frequently asked questions. If this list does not provide you with the information you need then please contact us.
- How can I make a booking/set up an account?
- What forms & terms of payment are accepted?
- What rates are applied for freight transportation?
- If I have an account with Norfolkline can I ship on all of Norfolkline's routes?
- What vehicle types are accepted on Norfolkline's ferries?
- How long before the departure time is check-in?
- What happens if a departure is missed?
- Is the transport of hazardous good permitted?
- How can I book accomodation on an accompanied crossing?
- Are bunker/fuel surcharges applied and what are they?
- What lashing bracket requirements are there?
Norfolkline operate as a ticketless company and all transport requires a booking reference.
The majority of our freight customers have an account with us and either make bookings using our IBS solution, our business portal, or by contacting the relevant booking office.
Bookings for freight transport cannot me made unless you have an account with us. Once you have an account with us you can make cash bookings immediately, and subject to satisfactory credit approval a credit account can be put in place.
On the Dover Dunkerque route we can additionally accept bookings for non account holders, on a pre-payment spot rate.
To create an account with us please submit a new business request detailing your transportation requirements.
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To book transport with us you must first set up an account with us. Once an account is in place you can immediately make bookings by credit card or cash on departures ex. Belfast, Dover, Dublin, Dunkerque, and Liverpool, and paying cash on departures ex. Esbjerg, Felixstowe, Immingham, Killingholme, and Vlaardingen.
Once a credit check has been completed terms of payment, invoicing, and rates can be agreed and thereafter payment should be made in line with these agreements to our bank a/c (details of which will be provided to you as part of the process).
On the Dover Dunkerque route we can additionally accept bookings for non account holders, on a pre-payment spot rate by credit card/cash.
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The rates applied for freight transportation are agreed as part of the process for setting up an account, agreeing credit terms etc.
At Norfolkline we recognise that one size does not fit all and the rates that are applied to your account will be customised to you.
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When an account is set up it is specific to a given route (or set of routes), vehicle types, and rates. As such, you cannot automatically use you account to avail of services on a new Norfolkline route, but if you would like to extend the services available to you to any of other routes please contact your account manager of one of our sales team.
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Norfolkline's freight ferry routes accept a mixture of accompanied and unaccompanied traffic.
Our Dover-Dunkerque, Belfast-Liverpool, Dublin-Liverpool and Esbjerg-Harwich can accommodate large numbers of accompanied traffic, but on all other routes a restriction of 12 drivers per sailing is in place.
Most standard vehicle types can be transported, and out of gauge transport can also be accepted, subject to restrictions, but advance warning is required.
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Required check-in time varies by route, and specific detail is provided in the relevant freight ferry routes & schedules pages.
Check-in for accompanied traffic is one hour before scheduled departure, with unaccompanied traffic being also being one hour except on our Irish Sea routes where check-in is 1.5 hours before departure. Hazardous traffic must check-in in advance of this however (3 hours before departure on the Irish Sea & 2 hours on the North Sea).
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On our Dover - Dunkerque route bookings are valid for up to 5 days and if a departure is missed then the booking can be used on the next available sailing (this will be allocated at arrival on port).
For transport between Vlaardingen and Felixstowe or Killingholme booking will be transferred to the next available sailing if possible. After that customer must make a new booking.
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Norfolkline operates a strictly enforced dangerous goods policy that must be complied with, and all instances the appropriate legal documentation must accompany the vehicle to be transported.
Restrictions on the transport of hazardous goods are route specific so for any specific questions please contact the relevant booking office.
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Driver accompanied transport between Vlaardingen and Felixstowe or Killingholme includes accommodation and a meal, and should be booked using the booking forms provided or using our online booking system.
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Bunker/fuel charges are applied to bookings on our Irish Sea and our North Sea routes. Details of bunker/fuel surcharge rates are provided in the fuel surcharge section.
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Ro-Ro Freight units must be equipped with lashing brackets meeting the requirements in IMO's "Code of Safe Practice for Cargo Stowage and Securing with a minimum four (4) lashings points on each side of the freight unit.
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