The ferry operator, which runs sailings to St Malo, Poole and Portsmouth, has cancelled all of its passenger ferry crossings until the end of the month.
The cancellations have meant scores of Islanders have had to re-book trips. However, some who will not be travelling again in the future have questioned whether they can get a refund.
In a statement, a spokesman for Condor said, in the first instance, alternative bookings and travel vouchers were being offered and that the ferry operator was taking a ‘pragmatic approach in extraordinary times’.
He added that the company needed to protect jobs and keep operations running, but that responses to refund requests may take several months.
‘As mentioned, we are offering passengers with existing reservations, who wish to alter a booking, the option to change their trip to a future date without incurring an amendment fee at the current time – although fare differential may still apply,’ he said.
‘All those moving to a future date will receive a complimentary seat upgrade for both their outward and return journey on-board our high-speed ships, subject to availability. For those without a future date in mind, we will provide a travel voucher to the total value of the original booking without any cancellation penalty.
We have extended the redemption date of these vouchers to 18 months so passengers wanting to change today can use them into the summer of 2021. Offering a refund by voucher in the first instance is the position taken by most ferry operators – and indeed in the wider travel industry.’
He added: ‘We believe a more pragmatic approach to normal rules is applicable in these extraordinary times, to protect jobs and to keep operations running – which, in our case, includes the transport of essential freight linking the UK and France with the islands.’
Condor have pledged to review every refund request on an individual basis but have warned customers that these could take several months to be processed.
The company has cancelled any passenger services up to 30 April, in response to travel restrictions imposed by both Jersey and Guernsey’s governments. Anyone arriving into either Island must from anywhere must self-isolate for 14 days.
