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Customer Services

How can we help you today?

FAQs

Before reaching out to our teams, why not check out our frequently asked questions:
View our FAQs View our Covid-19 FAQs 


General Enquiries 

Call us on : 0800 066 5000 (or +44 01475 650 397 for our International customers)

Email us atenquiries@calmac.co.uk

Want to keep up to date with the latest Service information? Follow us on Twitter @CalMac_Updates and tweet our social media team with your questions, available from 8:00 a.m. to 8:00 p.m. 7 days a week.

Customer Contact Centre Opening Hours

Please note opening hours will change from 18 October 2021:

Monday to Friday 7:00 a.m. - 7:00 p.m.

Saturday and Sunday 8:00 a.m. - 5:00 p.m.


Refunds

Require a refund? You can submit your refund request with our online refund form. Please note - There's no need to complete the form if you have already emailed us for a refund. We are working hard to process refunds, and this may take up to 21 working days. Thank you for your patience.


Disrupted Sailing?

If your sailing has been disrupted, find out what you are entitled to and how to claim in our Passenger Rights section.


Please note
If you've already submitted a Passenger Rights Claim and received an acknowledgement, there is no need to contact us regarding this claim. We are currently dealing with a back log and will respond to you as soon as we can. We would like to thank you for your patience.

Suggestions and Feedback

Tell us if you have received great service or would like to send us a suggestion through our suggestions and feedback onlineĀ form .

We value your feedback and always welcome your comments.

Caledonian MacBrayne is proud to carry in excess of 5 million passengers a year and sail to some of the most beautiful destinations in Scotland.  We have a tradition of implementing ideas suggested by our customers and we recognise that every customer's experience is unique.

We would love to hear from if you enjoyed your journey with us or you wish to provide feedback on our service. Your feedback will contribute to the ongoing review and development of our services. 


Complaints

We want to know if for any reason our service failed to meet your expectations. Please speak to one of our crew or port staff, at your earliest opportunity, to discuss your concerns.

If you are unable to provide feedback locally, or for any reason are not satisfied with the response you receive, please contact us by

  • e-mailing us at customercare@calmac.co.uk

  • Telephone on 0800 066 5000 or +44 1475 650 397 (for international customers) 

  • Writing to Customer Care, Caledonian MacBrayne, Ferry Terminal, Gourock, PA19 1QP

All formal complaints will be acknowledged within five working days of receipt and replied to within 21 working days of its acknowledgement.  If it is not possible to respond fully to your complaint within 21 working days, you will be informed in writing at that point of the reasons for delay and the likely timescale for a resolution. 


contactSCOTLAND-BSL

CalMac welcomes the opportunity to work with contactSCOTLAND that enables our customers with hearing impairments connect to us in a more inclusive format. 

BSL users can contact us via contactSCOTLAND-BSL, the on-line British Sign Language video relay interpreting service. Find out more on the contactSCOTLAND website.

contactSCOTLAND logo signature

Customers simply follow the instructions on the contactSCOTLAND website to down load the app and then through the interpretation service, communicate with CalMac to find out timetable information, buy tickets and more about our journeys

We hope that customers find this service useful and should you have any feedback on this please send this to enquiries@calmac.co.uk


Personal Data

Your Information and personal data supplied will only be held as long as is required to fulfil this activity and in accordance with our Privacy Policy. We will not use the data captured here for Marketing purposes.

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