CalMac complaint?

Do you have a dispute or a bad customer experience with CalMac? Report it through our website to maximize the chance of getting it resolved.

We help you write an effective complaint in minutes. Our AI models are trained on thousands of effective complaint letters. Then we push it through emails, social media, paper complaint letters and other tools at our disposal. And you are not alone: our helpful community is there for advice.

The CalMac Customer Engagement Centre number is 0800 066 5000, and the general email address is enquiries@calmac.co.uk; complaints can also go to the CalMac Customer Relations team by email or in writing, using the details at the top of this page. CalMac asks passengers to raise a problem with the crew or port staff at the time where they can. Have your booking reference, the route, the sailing date and time and your vehicle details ready. If you disagree with the Customer Relations response, you can ask for a review by CalMac's Head of Customer Experience or its Executive team.

Vehicle space lost after a cancelled sailing? Start your complaint here as well, and we push it out to CalMac by email, social media and printed letters.

If CalMac expects your sailing to be cancelled or significantly delayed, its passenger rights page says you can choose to travel on the next available sailing for the same ticket price, where practicable, or cancel and receive a refund. On longer delays CalMac provides refreshments where available, and you may be able to claim back meal costs and, when the cause was not the weather, overnight accommodation through its Passenger Rights Claim Form, with your receipts and booking details, within the time limit on that page. A refund on its own is requested from the Customer Engagement Centre, not through the claim form, and commercial vehicle and coach tickets are treated differently.

Passenger rights claim turned down? Bring it through our complaint process: our trained AI opens a case for you and keeps coaching you on what to send CalMac next and when to push again.

To cancel a CalMac booking, contact the CalMac Customer Engagement Centre within the cancellation window set out in its refunds help pages; CalMac offers refunds on most unused tickets, but an administration fee applies when you choose to cancel. If CalMac cancels the sailing because of weather or a technical problem, you get a full refund. To change the date or time instead, amend the booking online or in your CalMac account, and keep the booking reference and the confirmation of any cancellation.

Yes: Transport Scotland's complaints policy covers services delivered on its behalf, and CalMac runs the Clyde and Hebrides ferry services in Scotland on behalf of Transport Scotland and the Scottish Ministers; CalMac's own complaints guidance names Transport Scotland. Transport Scotland generally expects CalMac to have had the chance to put things right first, so keep a record of every call, email, letter and reference.

Complaint about a CalMac sailing, booking or crossing? We help you write it in minutes, drawing on complaint letters that actually worked.

Nothing has been reported about CalMac here yet. Our research shows what typically goes wrong at island ferry operators: sailings cancelled or delayed by weather or technical faults, vehicle space that is hard to book or lost after a rebooking, administration fees and refunds when plans change, claims for meals and accommodation after a disrupted sailing, and missed onward connections.

Stranded overnight after a cancelled crossing? Be the first to report it, and your case opens the record for the next CalMac passenger left in the same position.

Your complaint gets its own public page on Complain.biz and we get to work: we bring it to the attention of CalMac through emails, social media, paper complaint letters and other tools at our disposal.

And we stay with it after you file. Our trained AI opens a case file for you and keeps coaching: what to reply, when to push again, and how to escalate if nothing happens.

Yes. We have an active community of consumers, and complaints here are public: people who ran into the same problem with CalMac can give you advice or back you up with their own story. A complaint with a community behind it is much harder to overlook.