Travel information

FAQ's - all cruise- and ferry routes

​​​See FAQ's for all cruise and ferry routes below.
If you cannot find the information needed please contact Customer Service by telephone or e-mail.
We will answer your e-mail within 24 hours (most often within a few hours).

The Customer Service team in Copenhagen has English, Spanish, Italian, and Chinese speaking staff members.

See contact information and opening hours on the right hand side. Please note possible time differences (Copenhagen is in the Central European Timezone).  

See and download terms & conditions here

Copenhagen - Oslo - Prior to travel

Prior to travel FAQ​

1. Do I need to show a passport when checking in, in the Copenhagen and Oslo terminals?​
2. How can I change my booking prior to travel?
3. Why is my online payment with credit card not going trough?
4. Can I travel with pets? 
5. Can I travel with vehicle/Motorcycle and or bike?

1. Do I need to show passport when checking in at the Copenhagen and Oslo terminals?

Yes, all travellers​, including children under 16 years of age, must show a valid passport when checking in at the Copenhagen and Oslo terminals.​

DFDS reserve the right to refuse travellers without a valid passport.
It is your responsibility to follow rules ​and regulations for your entry in Norway and Denmark. 
Please be aware that certain nationalities have special visa conditions and rules regarding the length of validity remaining on your passport. 
Please contact the relevant authorities (e.g. your embassy and/or consulate in Norway/Denmark) for further information.​ 

For more information about Danish Visa and passport rules and regulations please visit the Ministry​​ of Foreign affairs of Denmark website here

2. How can I change my booking prior to travel? 

Please go to "My bookings" in top right corner on website or here​

Please note you might be additional costs if another date is chosen. As prices are based on supply and demand. Fares vary depending on how full the departures are at any given time, so the earlier you book, the less expensive it gets.​

3. Why is my payment with credit card not going through? 

There are many different reasons why your card payment may have been declined. Please ensure that the card details are entered correctly, and that you have sufficient funds in your account to make the payment. If you are still having problems, you may need to contact your card issuer. 

Online debit/credit card payments can be declined for the following reasons:
Entering incorrect card details including card number and CVV code.
Incorrect Card validity dates 
The 3D security password been entered incorrectly
The card provider has rejected the payment request. 
Your bank may flag any unexpected activity on your account.

Sometimes online card payments can be pre-authorized but it is then rejected by our payment system automatically, the transaction is voided for a number of reasons. 
You will receive notification that your payment has been unsuccessful. In these circumstances, you will find after checking with your bank that the funds have been authorised for payment from your account. However, in this situation DFDS has not received any payment due to a rejected transaction. The monies are therefore frozen by your payment card and then it is automatically returned to your payment account within 3-5 working days. 
If your monies are not returned to your payment card within 5 working days, please contact our customer service department. We will require your card number together with the transaction ID from your bank and their email address. This will enable us to contact your bank requesting to pre-authorize the release of the frozen funds back to your payment card account
Please be aware that certain destinations have special visa conditions and rules regarding the length of validity remaining on your passport. Some countries also accept a valid National ID card (only issued in certain countries and shows the nationality of the card holder) as a substitute for passports.
Please contact the relevant authorities (e.g. embassy and/or consulate) for further information.​

4. Can I travel with pets?

Yes, you can travel with most pets. Pets are allowed to stay in your vehicle on the car deck or in a pet-friendly cabin. 

See more information here

5. Can I travel with vehicle/motorcycle/motorhome and or bicycle?

Yes you can. Just choose vehicle/motorcycle/motorhome and or bicycle​ ​you wish to bring on board, on the first step in the online booking system.

Already booked? Please amend your booking here​ ​​​

Copenhagen check in and terminal FAQ's

Check in & Copenhagen terminal FAQ's
1. Where and when do I check in, in Copenhagen​?
2. When do I check in and board the ship
3. Can I get a tax refund stamp in the terminal?​
4. Is there baggage storage in the terminal?
5. How do I pay for baggage storage in the terminal?
6. How long can I store my baggage at terminal?
7. Is there a baggage maximum weight/size​ policy?​

1. Where and when do I check in, in Copenhagen​?

You check in at the Copenhagen DFDS terminal located in central Copenhagen. 
Terminal address: Dampfærgevej 30, 2100, Copenhagen Ø, Denmark. 

See more information about the Copenhagen and Oslo terminals HERE​

2. When do I check in and board the ship?

Copenhagen (and Oslo terminal)

Self service check in and check in desks available. 
Check-in opens: 15.15
Check-in closes: 16.15​
Boarding starts: 15.30 
Boarding ends: 16.15
Daily departure from Copenhagen and Oslo: 16.30
Please note: It is your responsibility to check in and board on time. ​​

3. Can I get a tax refund stamp in the terminal?​

Yes, you can get a tax free refund stamp at the customs offices located in Copenhagen and Oslo terminal buildings.
Plea​se note that DFDS does not refund any tax in the terminals or on board. 

Please see
 information about tax free refund for non EU-citizens here

4. Is there baggage storage in the Copenhagen and Oslo terminals?

Yes. There are three sizes of lockers for baggage and other personal items.

5. How do I pay for baggage storage in the terminal?

You can only pay with Danish and Norwegian kroner (coins).
The lockers costs 40, 60 and 80 DKK per 24 hours , depending on locker size.
Please ask a member off staff, if in doubt.
You can change DKK notes to DKK coins at the check in counters or bring Danish or Norwegian coins with you.
The Oslo terminal have the same baggage storage possibilities.  

6. How long can I store baggage in the ter​mi​​​nal?

There is no time limit on the baggage lockers.

7. Is there baggage maximum weight and or size​ policy?

No, there is no maximum weight​ or size policy.
Passengers (foot passengers without vehicle) must be able to carry their own luggage on board.
Passengers are responsible for getting the baggage from the terminal building to the ship and vice versa. 
Passengers with vehicle: There is no size or weight baggage limit when travelling with a vehicle. 
Please note: The car deck is locked and access is prohibited during crossing. 
If you (in emergency) would need to access your vehicle. Please contact guest service centre on deck 7. 
Please bring anything you may need during the crossing before leaving car deck. 

If you have any special baggage requirements, please contact customer service. 
Telephone: (DK) +45 3342 3010               
Opening hours: Mon - Fri: 09 - 16.30 

Copenhagen terminal parking FAQ's

Parking Cope​nhagen FAQ's​

1. What are the car parking possibilities at​ the terminal?
2. How do I get a parking stub when booking parking online?
3. What are the car parking possibilities at the terminal?

There are DFDS car parking areas at discounted rates for all customers.
You will get the parking option in the online booking flow when booking your cruise. 
Prices starts at €​33.50 (Wednesday - Sunday)
Or you can book parking by contacting Customer service.
Phone: (DK) +45 3342 3010               
Opening hours: Mon - Fri: 09 - 16.30
        
Number of parking spaces are limited, so book parking space for your car in advance. 
All parking is at your own risk. ​

2. How do I get a parking stub when booking parking online? 

The parking stub is sent with the travel confirmation via E-mail.
The parking stub must be printed and be visible in the windshield when the car is parked on DFDS s' terminal parking areas.​

Other parking options

EuroPark parking

EuroPark has a few small parking areas where it is possible to park for longer periods at the following areas: ​Dampfærgevej, Indiavej and Forbindelsesvej (Tulipan area, 3 min walk from the Little Mermaid). See addresses here​

Parking garage

​Nearest parking garage: By og havn on "Amerika Plads"
The parking garage - Located on Dampfærgevej and is within walking distance to the terminal. See map here​
The parking garage has about 600 parking spots. 
See more information on By & Havn website here

On board Copenhagen - Oslo ships FAQ's

​On board FAQ's

1. Can I exchange money on board?​
2. Can I withdraw money on board?
3. Can I get my non EU-citizen tax refunds on board your ships?​
4. Is there a Wi-Fi available on board?
5. Where do I make a restaurant table reservation?
6. Can I borrow extra bedding for the bed sofa in my cabin?
7. On what deck do I get off the ship?​

1. Can I exchange money on board?​

A bureau de change is available at the Guest Services Centre on deck 7 on both cruise ships. 
You can exchange (Buy/sell) most major currencies including DKK, NOK, EUR. 
There is a maximum exchange limit of 10.000 DKK (EUR 1.500) per day

2. Can I withdraw money on board?

Yes. There is Cash on card service, Yomani. 
Max withdraw amount cash on card: Without ID: 3.500 DKK. With ID: 7.500 DKK​ per day.
You can withdraw Danish kroner (And thereafter change to other currencies if needed). 
Accepted debit/credit cards: American Express, CUP, Diners Club , JCB, Maestro, MasterCard, MasterCard Debit , VISA , Visa Electron, VPAY , Bank Axept , Visa Debit.
There is a standard credit/debit card fee on all cards (Ranging from 1,15% - 2,50%. 
Please ask in the Guest Service Center regarding your card)

3. Can I get my non EU-citizen tax refunds on board your ships?​

No, we do not provide this service. The tax-free shops on board only sell tax-free items.
You can get a tax-free refund stamp at the terminal in Copenhagen - Please contact customs who can provide you with a stamp.
Please see information about tax free refunds as a non EU-citizen​ here

4. Is there a Wi-Fi available on board?

There is Wi-Fi, wireless hotspots, available for all guests. They are found by the Guest Service Center and at the Baresso​ café areas on deck 7.
(please note: the connection is limited to certain Mb)
Commodore de Luxe, Commodore Balcony and Commodore Owner's Suite guests have additional WI-FI access in the Commodore de Luxe Lounge.
All conference guests have WI-FI access in the conference area on deck 11.

Please note: All guests can use the Wi-Fi hotspot in the Baresso café area.
Only guests with access to the Commodore de Luxe Lounge can use the WIFI hotspot in the lounge.
As a conference guests you can contact the conference manager if any questions regarding conference area WIFI.

Please note regarding Wi-Fi:

This is a satellite-based WI-FI service which utilizes a satellite 35.800 km above the ground.
Streaming on board is not recommended.
If you use wireless network via your mobile phone/tablet on board, it is important that the device is set correctly - not using the mobile data, otherwise you risk being billed on your phone bill. 

You can always contact Guest Service Center on deck 7 regarding the Wi-Fi/calling, sending SMS, MMS etc. 
If in doubt regarding mobile usage abroad, we recommend that you contact your mobile operator for information about rates etc.

5. Where do I make a restaurant table reservation? 

You can make table reservations in all restaurants except Little Italy. The restaurants are located on deck 7 and 8.
The restaurants have a desk in front of the restaurant where you can reserve a table and receive information.
There are ship overview boards on all decks - showing where the restaurants are. ​

6. Can I borrow extra bedding for the bed sofa in my cabin?

Yes. If you stay in a Commodore Owner's Suite (two bedding sets available for the Commodore Owners Suites on deck 9), Commodore de Luxe or Commodore Balcony you can borrow a bedding set in the Guest Service Center on deck 7. 

7. On what deck do I get off the ship

The exit and entrance hall is on deck 5.  

Amsterdam - Newcastle FAQ's

​1. How can I find the lowest-priced fare?
2. Can bus transfer be booked online?
3. When will I receive my tickets?
4. Why can I not view my booking online?
5. When and where do I check in?
6. Is it necessary to bring identification when checking in and or boarding?
7. Can I travel with my pet?
8. What forms of payment are accepted on board?
9. Can I take my own food and drink on board?
10. Can transfer bus from and to terminals be booked online?

1. How can I find the lowest-priced fare?

As with most tour operators, our fares are based on supply and demand, so you will ​pay less for traveling in the off season than you will in the middle or high season.
In addition, our fares vary depending on how full our departures are at any given time, so the earlier you book, the less expensive your journey.

2. Can bus transfer be booked online?

If your booking is for a round trip (2 nights) cruise, then transfer bus is automatically included in your booking. Please see your booking confirmation sent to your e-mail. 
If you require transfer bus to/from the terminals when travelling one way, you will have the opportunity to add them during the online booking process.
If you have already made your booking and wish to add transfer bus, please contact us by phone.

3. When will I receive my tickets?

DFDS do not issue paper tickets. You will receive an email booking confirmation which is valid as a travel document once payment has been received. You can choose to print or to note your reference number which has to be shown at the check-in. 
The confirmation shall also be used as a bus ticket for any bus transfers to and from the terminal that you have booked.
Extras, such as meals, are credited to your key-card (Boarding card), which you will receive at check-in together with any tickets for other products that you have booked.

4. Why can I not view my booking online?

There may be several reasons why it is not possible to view your booking online:

If you have made more than one booking with us you may only be able to see the first one if you did not login before making your new booking.
If you have already travelled one way of your booking it is no longer possible to view that booking online
Only bookings made directly with DFDS via this website can be viewed online. Booking made over the telephone or through a travel agent cannot be viewed online.
If you have incorrectly entered your email when making the booking or made a mistake entering​ your password.​
Still having problems? Please contact Customer Service. 

5. When and where do I check in in Ijmuiden (Amsterdam) and North Shields (Newcastle)?

Check in in Ijmuiden and North Shields ​opens at 15.00 with all foot passengers to be checked in by 16.30.
All car passengers needs to be checked in by 16.00

Terminal addresses:

Amsterdam (Ijmuiden)
Felison terminal
Sluisplein 33
1975 AG Ijmuiden
Holland

Newcastle (North Shields)
International Passenger Terminal
Royal Quays
North Shields
Tyne & Wear
NE29 6EE​
Great Britain​

Please note: In July and August, check-in opens at 14.15 in order to cope with high season demand. 

6. Is it necessary to bring identification when checking in and or boarding?

All travellers​ will need a valid passport. If you are not able to show a valid passport you will be refused at check-in.
Foreign travellers should check whether a visa is required for entry to the UK.
We recommend you contact the British embassy for inquires about visa regulations.
Also see more information here
If you do not have a valid visa, you may be refused at check-in.

7. Can I travel with my pet?

Pets (dogs, cats, & ferrets) are welcome on our Amsterdam – Newcastle route for passengers travelling with their own vehicle. Kennels are available for dogs and it is also possible to leave your dog or cat in your car or caravan for the duration of the crossing.
At the discretion of the crew - and conditions permitting -  owners may visit their animals on the car deck or kennel at prearranged times. Normally these visiting times are one hour after departure and one hour before arrival.
Transport of all pets is subject to the legal requirements for pet transport between the Netherlands and the United Kingdom.
For transport of pets other than dogs, cats or ferrets you will find detailed information about travelling with pets here.​

8. What forms of payment are accepted on board?

Our restaurants, bars, and shops accept cash payments in Euros or British Pounds, and a wide range of credit card and debit card options are also available.
There is a bureau de change on board where you can exchange a variety of currencies. There is no ATM on board, so it is not possible to withdraw cash.

9. May I bring my own food and drink on board?

Passengers are not allowed to bring their own food and drink on board for personal consumption in public areas. Any personal food and drink being consumed in public areas on board may be confiscated.

10. Can the transfer bus from and to terminals be booked online?

If your booking is for 2 nights, then transfer bus from and to the terminal is automatically included in your booking. Please check your booking confirmation that states "transfer". 
If you travel one way and require transfer bus to/from the terminal, you will have the opportunity to add it during the online booking process. If you have already made your booking and wish to add a coach transfer, please contact customer service.

Dover - Dunkirk FAQ's

1When will I receive my tickets?
2. Can I amend my booking at the port?
3. What is the procedure for travelling with pets?
4. Can I buy a ticket on the day of departure at the port?
5. How can I change my booking prior to travel?

1. When will I receive my tickets?

DFDS operates as a ticketless company. When you buy a ferry crossing online, you will be sent an email confirmation containing your booking reference and travel details. Please print or write down your reference number.
If you make a phone reservation, you will be asked to make a note of your booking reference number.
On the day of travel you will need to quote your booking reference number at the DFDS Seaways check-in booth.

 2. Can I amend my booking at the terminal?

The DFDS Dover - Dunkirk ferries do allow amendments to be made at the terminal, subject to space availability. If you change your booking, you will be charged the difference between the port fare (Turn Up and Go fare) and your original fare. The Turn Up and Go fare is always charged at a higher rate than the internet fare, so it will cost you more to change your booking at the port.
For the lowest fee, please contact our customer support team as soon as your plans change.
We appreciate that delays can occur when traveling so we allow our customers to amend their bookings one sailing before or one sailing after their original departure without any charges - subject to space availability. You do not need to advise us in advance.
Please note that bookings cannot be amended if more than 24 hours have passed since your original crossing departed. A new booking must be made and the original booking is treated as a cancellation.

3. What is the procedure for travelling with pets?

DFDS Dover - Dunkirk vessels are able to transport pets as long as we are advised at the time of the booking and provided a pet passport number. 

Due to the nature of the vehicle types, bookings for all travel with horses/ponies must be made through our freight reservation department dover.freightsales@dfds.com

Please note: All animals must remain in the vehicle during the crossing and are subject to all necessary documentation, vaccinations etc. We strongly advise you to visit the DEFRA website if you have any other questions.

4. Can I buy a ticket at the port on the day of departure?

Tickets can be purchased at the Travel Centre in Dover or Dunkirk. DFDS Seaways Dover-Dunkirk ferries charge a Turn Up and Go fare at the port which is a premium fare and is more expensive than the internet fare.
Bookings are subject to availability. In order to get the cheapest price we recommend that you book your ticket in advance.

5. How can I change my booking prior to travel?

Please see "Amend my booking" in top right corner on website 
You will also need to pay any difference in fare between what you have already paid and the price of the new departure. 

Kiel - Klaipeda FAQ's

Frequently asked questions

1. When will I receive my tickets?
2. When and how should I pay?
3. When and where do I check in?
4. What is the policy for travel with pets?
5. How can I change my booking prior to travel?

1. When will I receive my tickets?

DFDS does not issue tickets. You will receive an email confirmation of your booking which is valid as a travel document once payment has been received.
If you make a booking by phone you will be asked to make a note of your booking number (reference number) and on the day of travel you will need to quote your booking reference at check-in.

2. When and how should I pay?

Payment is required 21 days before departure, either by credit card or by bank transfer. When a booking is made less than 21 days prior to departure, payment should be made immediately to secure your booking.​

3. When and where do I check in?

Check-in opens three hours before each scheduled departure with all passengers to be checked in one hour before departure.​

4. What is the policy for pet travel on the route?

Pets are transported under conditions of advanced notification and in according to AB DFDS Seaways rules of passenger transportation.
Pet travel (with vehicle or pet friendly cabin) can only be booked over the telephone and not online. Please call our Booking system administrator on +370 4632 3232. 
Pets must be transported in accordance with the State Food and Veterinary Service requirements.
More information can be found on the SFVS web page.
AB DFDS ferries have cabins, specially equipped for passengers with pets. No regular cabins are offered for passengers with pets. Passengers with pets must book cabin.
Pets must be in pet cages or be held on a dog’s lead and have a muzzle.
Pets must be kept out of passenger cabin beds.

5. How can I change my booking prior to travel?

A booking can be amended no later than on the day of departure. The refund is possible at the latest a day after the departure. No refund for the amended tickets is possible. (See the General passengers' shipment regulations, 2.1 and 2.2)
You can change the dates or the information on your own until the departure day. On the day of the departure please call +370 46 323232 or +370 46 395051.

The sequence:
Enter the system by clicking the “Log-in” button.
Enter your email address and the password (you can recover the password in case you have forgotten it).
In the menu select “Alter a Booking”.
In the newly opened window you can:
Change the date, direction or the number of passengers;
Change the cabin category;
Add/cancel meals;
All the changes have to be confirmed by clicking “Yes, I want to make this booking” button.
In case you require to amend or to correct the information about the passengers or the vehicles, select the “Passengers & Cars" option​ in the menu. Enter the changes and click “Continue”.

Ticket cancellation
Select “Cancel a booking” option in the main menu.
Click “Cancel this Booking” button, confirm it by clicking “OK”.
Click “Cancel this Booking” once again.
The ticket is now cancelled.​

Karlshamn - Klaipeda FAQ's

​​1. When will I receive my tickets?
2. When and how should I pay?
3. When and where do I check in?
4. What is the policy for travel with pets?
5. How can I change my booking prior to travel?

1. When will I receive my tickets?

You will receive an email b​o​oking confirmation. This email is valid as a travel document once payment has been received.​ Please bring your reference number (mobile phone or printed booking confirmation) to the terminal. 
If you book by phone you will be asked to make a note of your booking reference number.
You will need to quote your booking reference at the check-in desk or self-service check in.​

2. When and how should I pay?

Payment is required 21 days before departure, either by credit card or by bank transfer. When a booking is made less than 21 days prior to departure, payment should be made immediately to secure your booking.

3. When and where do I check in?

Sailings from Karlshamn depart at 18.00 and check i​n at Karlshamn ferry port (opens at 14.00).
All passengers must be checked in by 17.30

Sailings from Klaipeda depart at 20.00 and check-in at the International Ferry Terminal in Klaipeda (opens at 17.00). All passengers must be checked in by 19.00

4. What is the policy for travel with pets on the route?

Pets are transported under conditions of advanced notification and according to AB DFDS Seaways rules of passenger transportation. Pet friendly cabins can only be booked through Customer Service and not online.
Please contact Customer S​ervice:
Phone: (DK) +45 3342 3010               
E-mail: incoming@dfdsseaways.dk​
Opening hours: Mon - Fri: 09.00 - 16.30  

Pets must be transported in accordance with State Food and Veterinary Service requirements. More information can be found on SFVS web page .

AB DFDS Seaways ferries have cabins specially equipped for the needs of passengers with pets.
​No regular cabins are offered for such passengers.
Passengers with pets must book a whole cabin.
Pets must be in pet cages or be held on a dog’s lead and have a muzzle.
Pets must be kept out of the passenger’s beds.​

5. How can I change my booking prior to travel?

A booking can be amended no later than the day of departure. Please see "My bookings​"