Statement from RIFL regarding Refund Policy

Thursday 20th August 2020

Rathlin Island Ferry Ltd has issued the following statement regarding Refund Policy:

UPDATE:
FROM SATURDAY 22nd AUGUST 2020:

Considering our current operating restrictions in place due to COVID-19, and because of increasing number of ‘no shows/late cancellations’ RIFL have taken the difficult decision to introduce a new temporary REFUND POLICY. Please read the entire contents of this update as it is the customers responsibility to ensure they are familiar with our conditions of travel.

Booking:
Due to travel restrictions (capacity / frequency) and in the interest of our Employees and Passenger Safety pre-booking is mandatory for travel on the Rathlin Island Ferry until further notice.
Bookings must be made at least 30 minutes before departure.
RIFL reserve the right to make exceptions to the above Booking terms for emergency travel.

Bookings can be made by phone, email or in person at the ferry terminal front doors everyday between 08.30-13.00 & 14.00-17.00. Email booking sent after 17.00 will not be received until the following morning.
Our online booking facility has been deactivated due to the capacity restrictions.
Your booking will only be confirmed once you have provided us with card payment details, your card will not be charged until the time of travel.
However, you should familiarise yourself with our new temporary refund policy which is effective from Saturday 22nd August until further notice.
WE WILL NO LONGER ACCEPT BOOKINGS BY FACEBOOK MESSENGER.
**WE WILL CONTACT THOSE PASSENGERS ALREADY BOOKED TO TRAVEL FROM 22/08/20 ONWARDS FOR PAYMENT DETAILS BEFORE 5PM 21/08/20**

Tickets/Payments and Boarding:
RIFL continue to operate a ticketless service to help reduce contact between passengers and our staff. To secure your booking you will be asked to provide card payments details. Your card will not be charged until the time of travel.
You will check-in for your sailing with crew by giving your name.
Passengers will not be boarded until 10 minutes before departure.
Please follow signage for boarding.

Refunds (effective from Saturday 22nd August 2020):
THIS APPLIES TO ALL FARE PAYING PASSENGERS:
Full refund will be given providing the booking is cancelled by 4.30pm the day prior to your scheduled travel date.
Bookings can be cancelled by calling our office on 02820769299 or by emailing info@rathlinballycastleferry.com.
If you fail to cancel your booking within the timeframe detailed above or ‘no show’ then no refund will be given.
Those passengers in procession of an Island Pass are exempt from this refund policy, refunds can be issued to Island pass holders up to and including the day of travel but not beyond the day of travel
IF WE CANCEL YOUR BOOKING A FULL REFUND WILL BE ISSUED

Collection of information for Contact Tracing Purposes
RIFL are being proactive and collecting information to share with the relevant Public Health Authorities should there be a case of Covid-19. At the time of booking you will be asked for your Full Name and Phone number, if you are travelling as a family or group of more than 1 person you will be asked to provide a Lead Person’s Name and Contact Number.
When you provide our staff with these details, you are actively giving your permission for these details to be shared with a third-party organisation to the help track and trace the virus.
Failure to provide these details will result in your booking being rejected.

Additional Information:
• Face coverings are required on public transport for passengers 13years +
• The Ferry Terminal remains closed to public access, there are no sheltered waiting facilities.
• Public Toilets are located at the rear of the carpark beside the Ferry Terminal, these facilities are operated by Causeway Coast & Glens Borough Council.
• FOR UP TO DATE INFORMATION ON THE BUSINESSES ON RATHLIN CHECK OUT THE COMMUNITY WEBSITE: http://rathlincommunity.org/
• RATHLIN EXPRESS – 35 passengers maximum per sailing
• SPIRIT OF RATHLIN – 45 passengers maximum per sailing

DAILY TIMETABLE:

RATHLIN EXPRESS (25 minutes)

Departs Rathlin @ 08.00 / 12.00 / 16.30
Departs Ballycastle @ 08.30 / 13.00 /17.00

SPIRIT OF RATHLIN (40 minutes)

Departs Rathlin @ 08.30 & 15.30
Departs Ballycastle @ 10.00 & 16.30

RIFL will continue to monitor the ongoing situation and should we feel the need to reduce sailings or capacity in the interest of Health & Safety we will publish changes to our website and Facebook page. We aim to provide a minimum 24 hour notice of any changes.