Frequently asked Questions

How does TravelWatch ISLE OF MAN help passengers?
  • TravelWatch represents passengers in meetings with transport operators and government departments, as well as responding to official consultations, Select Committees and OFT enquiries.
  • Organises public meetings where passengers can meet and hear from leading figures with responsibility for passenger services.
How can TravelWatch help with complaints?
Are concessionary fares available in IOM?
  • There are a range of concessionary fares offered for IOM residents for bus and train travel on the Island but there are no reciprocal arrangements for the use of UK concessions on the Island – or for IOM residents concessions to be used in UK.
  • IOM residents are able to purchase UK railcards from IOMSPC at the Sea Terminal, at UK railway stations or on-line. http://www.railcard.co.uk/
  • Holders of UK railcards can purchase discounted through fares between Douglas and most UK railway stations.

Is it safe to buy tickets on line?
  • Most airlines and ferry companies use secure servers for their booking systems. Look for https or a closed padlock symbol rather than http on the website address.
  • Check you booking carefully to make sure you have the correct dates, times and direction of travel – before pressing the enter / confirm button. Also make sure you are not being charged for extras that you do not wish to purchase.
  • Some carriers provide you with a booking reference or e-ticket to print off – however if an actual ticket is required you will either have to allow time for this to be sent to you or to collect it from a ticket office or machine. NB you cannot collect railway tickets at Heysham.

How do I get the best fares?
  • Travelling to and from the Island and within UK the best fares are usually available to those who book the earliest – and book on-line. Air and ferry tickets can usually be booked up to 12 months in advance, whereas UK rail tickets are normally only available 3 months ahead.
  • Sail and Rail tickets usually offer a saving over buying ferry and rail tickets separately – particularly for those who buy a UK Railcard .http://www.railcard.co.uk/
  • For tips on obtaining the best UK rail fares see http://www.seat61.com/UKtravel.htm#Cheap%20fares
  • Guidance on obtaining the best fares for travel in the London Area is available from London Travelwatch http://www.londontravelwatch.org.uk/consumer_advice/travelling_around_london
What happens if the carrier ceases trading after I have bought a ticket?
  • If you have bought your ticket direct or on-line from an airline or ferry company the chances are that you are unlikely to get your money back from them – nor can you expect any help from them to return home if you have used the outward part of your ticket.
  • If you have bought tickets costing more than £100 using a credit card, then contact your credit card company to see what assistance / re-imbursement they can offer.
  • If you have bought your ticket through a travel agent you may be covered by their protection arrangements – ask them for details.

What are my rights if I am denied boarding, or my flight/sailing is cancelled or delayed?
  • Depending on circumstances, European Law requires airlines to provide passengers whose flights are cancelled at short notice, who are denied boarding or subject to long delays with assistance such as refreshments and, if appropriate accommodation. In certain circumstances passengers who are denied boarding or whose flights are cancelled may additionally be entitled to financial compensation. Further Air Travel Advice is available from the Civil Aviation Authority website 
  • Similar EU arrangements apply for ferry travel The Isle of Man Steam Packet Company Passenger Charter which is displayed at terminals and on board vessels gives details and can be downloaded from http://www.steam-packet.com/assets/pdfs/passenger_charter/Passenger_Charter.pdf
  • If your UK rail journey is cancelled (or delayed by more than an hour) by circumstances within the train operator’s control, you can make a claim for a refund (compensation) from the train operating company within 28 days. If you are stranded in mid journey as a result of such delays or cancellation then the railway companies have a duty to assist you.

Note: our understanding is that if you hold a Sail and Rail ticket to Douglas and your train from (say) London was delayed so that you missed the connection to Heysham at Lancaster, then you should ask the ticket office at Lancaster station to arrange a taxi (at railway expense) to take you to the port. It should however be noted that IOMSPC do not accept any liability for missed connections.







All information on this website is provided in good faith but without warranty. Individual operators have their own (differing) Terms and Conditions / Conditions of Carriage and any tickets you buy will be subject to these.