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. To create a new quote, please clear your internet browser cookies and reload our website.- Avoid using saved quotes and always begin with a new booking session to ensure successful payment and booking completion.- Even though your bank may authorise the payment, AFerry does not process or confirm bookings for expired quotes. Your bank typically cancels the pending authorisation on your account based on their processing times.
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 sailing's availability changes during the booking process, the booking will fail. To view the latest availability, please make sure to clear your internet browser cookies and reload the page.
There is a technical issue: If the ferry partner's booking system experiences a technical problem, your booking will fail. Don't hesitate to get in touch with us and ask 'Talk to a person 👤' to connect with an agent for further guidance.
Incomplete Passenger or Booking Details: Bookings may fail due to missing essential details, such as passport expiration dates or the omission of required passenger information.
Bank-Related Issues: Transactions might be flagged by your bank as suspicious or fraudulent, even if funds are available.
Multiple Booking Attempts: If multiple booking attempts are made, only successful attempts are processed. However, failed attempts may result in pending transactions that appear in your bank account.- Payment Status Clarification: Payments may appear as "pending" or "reversed" in your bank account after a failed booking attempt. A "reversed" status means no funds were debited, whereas a "pending" status indicates funds are authorized but not processed by AFerry.
What should I do if I have a failed booking?
If you have a failed booking, you should take the following steps:
Please reach out to your bank if there is a pending transaction on your account. We will cancel the payment authorisation for a failed booking, but we recommend that you contact your bank to ensure it is also cancelled on their side.
Contact us and ask 'Talk to a person 👤' to connect with an agent. We will check our systems to locate the failed booking and determine the reason for the failure. We will also be able to provide instructions to prevent another failed booking.
Reach out for support about unresolved issues. If the pending amount is not reversed after a reasonable period, contact your bank or AFerry support for further assistance.4. Review Expected Timeframes: Pending transactions typically reverse within 5 working days, but if delays occur, direct communication with your bank is advised.
Please take a look at what happens to payments. For failed bookings, AFerry does not collect the fee, but your bank might show it as pending. This authorisation is usually reversed within a few business days, depending on your bank.- Typically, no funds leave your account during such cases, but if the pending status does not clear within your bank's usual timeframe, contacting the bank becomes necessary for resolution.
How to Avoid Booking Failures
Act Quickly: Complete your booking as soon as you can after generating a quote to avoid expiration.
Verify Details: Double-check that all required passenger and booking details are entered correctly, including passport expiry dates.
Resolve Payment Issues: If your bank blocks a transaction, contact them to verify its legitimacy or use another payment method.
Provide Mandatory Information: Ensure you have added any required items, such as amenities, before finalising your booking.5. Enable Browser Pop-Ups: Ensure pop-ups are enabled in your browser to avoid blocking necessary payment or booking confirmations.
Switch Browsers or Devices: If issues persist, try using a different browser like Chrome or switching to a new device to complete your booking.
Use Alternate Payment Options: For repeated failed payments, attempt using a different card or payment method.