How do I know if my booking has failed?
If you have tried to confirm a booking and it has failed, you may notice one or more of the following:
Instead of a confirmation page, you may see a message indicating that the booking has failed.
You will not receive a booking confirmation email or a booking reference number.
You may see one or more pending transactions on your bank account.
What causes a failed booking?
A failed booking can occur for different reasons, some of the most common are:
The quote has expired: If you have previously saved a quote and then tried to book after it has expired, the booking will fail. You will need to clear your internet browser cookies and reload our website before creating a new quote.
The payment card has not been authenticated: If you have not authenticated your payment card during the booking process, the booking will fail. You will need to ensure that authentication is completed, this may be done via a mobile app or a browser pop-up. You can read more about authentication with VISA here and with Mastercard here.
The availability has changed: If the availability of the sailing changes during the booking process, the booking will fail. You will need to clear your internet browser cookies and reload the page to get the latest availability.
There is a technical issue: If the ferry partner's booking system experiences a technical issue, your booking will fail. Please contact us and click 'Talk to a person 👤' to connect with an agent for further guidance.
Incorrect or missing information: Errors in passenger details, vehicle specifications, or mandatory items (e.g., onboard accommodations) can prevent bookings from being confirmed. Ensure all information is accurate before proceeding.
Navigating back during checkout: Using the browser’s back button during the booking process interrupts the transaction, leading to a failed booking. Avoid navigating back to prevent interruptions.
What should I do if I have a failed booking?
If you have a failed booking, you should take the follow steps:
Contact your bank if there is a pending transaction on your account. We will cancel the payment authorisation for a failed booking, but we recommend contacting your bank to ensure that it is also cancelled on their side.
Contact us and click 'Talk to a person 👤' to connect with an agent. We will check our systems to locate the failed booking and find out why it failed. We will also be able to provide instructions to prevent another failed booking.
Start fresh with a new quote: Always begin a new booking from the start instead of using old or expired quotes.
Double-check all details: Verify passenger information, vehicle specifications, and mandatory items before proceeding to payment.
Contact your bank for payment issues: If your payment is blocked, inform your bank about the transaction or try a different payment method, such as PayPal. If a booking fails, AFerry does not capture payment. However, your bank may show a temporary authorisation or pending charge. AFerry requests the bank to cancel the authorisation, and the pending amount will automatically return to your account, depending on your bank’s processing time.