A Guide to Using Our Ferries - Queries Answered

Click on the links below for advice.

• Before I travel?
• How to pay
• Booking and timetables
• Arriving at the terminal
• Boarding
• What if I need assistance?
• General and route specific information
• Times and distances to terminals
• Safety
• Terms and Conditions of Carriage

Before I travel?

How do I contact you?

For Booking Information

For Ferry Management

For Customer Service and Commercial Queries: colin.manson2@shetland.gov.uk Telephone 01595 744252

Do I need to Book?

On services to Fair Isle, Papa Stour and Skerries booking is essential. There are some timetabled sailings on these routes that only sail if a booking exists.

You should book for both foot and vehicle travel.

No bookings are taken for the Bressay Service – just turn up and go.

All other routes (with the exception of late nights and early mornings) operate regardless of bookings – However, as these routes are often very busy, we strongly recommend that you book your vehicle travel. Passengers generally do not need to book.

What travel documents do I need?

None – just turn up and go

Do I need photo ID?

No

How do I complain, make a suggestion or provide feedback?

Feedback forms are placed on all our vessels for you to pass on your comments. You can also use the contact pages on our website and on ZetTrans website.

Can I get up-to-date information on your services?

Each ferry route has a dedicated Voicebank. These voicebanks are updated by Masters on the route with the latest sailing information.

Find details of the Voicebanks

 

How to pay

When do I pay?

We collect fares onboard the ferry – during the crossing. Passengers are free to go to the Passenger Saloons, but drivers should remain with their vehicles until their fare has been collected.

How do I pay?

You can either pay with cash or cheque. If you are planning to use the ferry often, then it may be worthwhile purchasing a multi-journey ticket. If your company has an account with us, you may also charge your fare to this account.

What is a Multi-Journey Ticket?

Multi-Journey tickets come as 10 return journey tickets for Yell, Whalsay and Bressay routes and as 20 single journeys for Papa Stour and Skerries.

Multi-journey tickets bought on one route can be used throughout our network.

Multi-Journey tickets provide an approximate 20% saving for cars on the cash price; 50% saving for adults on the cash price and 25% saving for children on the cash price.

Please note that Multi-Journey tickets are non-refundable.

Multi-Journey tickets may be bought onboard from the ticket collector or online

Are refunds available on discounted tickets?

No

Can I pay by Credit Card?

No, the only exception being online sales of Multi-Journey tickets.

I am visiting Shetland; do I qualify for any of the existing concessions?

Unfortunately not, all concessions on SIC ferries are local schemes funded by the Council, which restrict the concession to holders of "Shetland flagged" Scottish Concession Cards (National Entitlement Cards). The more common travel concession available on buses is a Scotland wide scheme funded by the Scottish Government.

As such non-Shetland residents who are over 60, or disabled pay the normal fare.

Are there any discounted tickets available?

See Multi-Journey tickets above.

Will my return ticket give me an automatic booking?

No, if you decide to book, or have to book, each leg of the journey is booked individually.

Is there any kind of Island Rover Ticket?

Not at this time, although the Multi-Journey Ticket does offer some of the convenience of a Rover style ticket.

Why are some routes “return” only fares while others are “single” only fares?

The following routes have return fares: Yell, Whalsay and Bressay. Fares are collected going from Mainland Shetland to the isles. No fares are collected leaving the islands.

The following routes have single fares: Papa Stour, Skerries and Fair Isle. Fares are collected in both directions. The reason for single fares on these routes is that these islands are also served by scheduled inter-island air services.

http://www.zettrans.org.uk/plane/

Are push-bikes carried free of charge?

Yes, all you pay is the appropriate passenger fare. Although they may be considered as “cargo” on the Fair Isle route.

Is VAT charged on fares?

VAT is only charged on cargo/parcels, commercial vehicles and buses and coaches with no passengers onboard.

Can I buy tickets online?

The only tickets available to purchase online are Multi-Journey tickets – for Cars, Adults and Children.

Booking and timetables

How do I book the ferry?

For ferry bookings, travel and destination advice, call the appropriate Booking Office or Agent

We hope to have an email booking query service in operation soon.

What can I do if I cannot understand the timetable?

The Booking Staff are always happy to help you with your queries and assist you in you making your travel plans.  call the appropriate Booking Office or Agent

Alternatively, email ferries@shetland.gov.uk

What does “Day Vessel” and “Shift Vessel” on the timetable mean?

On some routes we have vessels of differing sizes operating at the same time. These are known as the “Day Vessel” (usually operating for 12 hours per day) and the “Shift Vessel” (usually operating 18 to 24 hours per day)

Haulage, Civil Engineering and Contractors use this information to know which vessel/sailing to book in order to get their larger vehicles, cranes, pieces of equipment and plant on and off the islands.

For customers travelling on foot or with cars, caravans, these terms are not important.

Can I book on more than one ferry, in case I am late?

No, but there is no penalty for changing a booking. If in doubt, book the latest ferry that suits you and turn up ‘on spec’ and wait in the ‘unbooked’ queue for an earlier ferry.

Can I change a booking?

Yes, as often as you like. There is no charge for placing a booking. All that we ask, is that if you do not need a booking, you try to cancel it.

Can I book online?

Not at this time.

Do I need to cancel a booking if I decide not to travel?

If it is within Booking Office hours we appreciate it if you try to cancel. It frees up space for other users. Call back the Booking Office that took your booking.

Arriving at the terminal

I am a vehicle driver or passenger, what do I do when I arrive at the terminal?

All our Terminals are unmanned. The car marshalling areas are marked for ‘Booked’ and ‘Unbooked’ traffic. Take a little time to ensure that you enter the correct lane.

Our terminals have basic waiting facilities for foot passengers.

What happens if I arrive at a terminal before an earlier ferry has departed?

If you are booked on a later ferry, please wait in the ‘Unbooked’ queue.

If there is space on the earlier ferry, you will be instructed to board by the Loading Officer.

Which Lane do I use?

All our terminals are different. But there will be a ‘Booked’ and ’Unbooked’ Lane. Take a little time to familiarise yourself and use the appropriate one. If in doubt, ask a member of the crew for advice once the ferry arrives.

Some terminals also have lanes for booked and unbooked commercial traffic.

The Bressay Service has no bookings, so you can queue in any lane.

Vehicles using the Bluemull Service need to pay particular attention, as there are lanes at Gutcher and Belmont for booked and unbooked traffic to two different islands. If in doubt, you should approach a member of the ferry crew to get advice on which lane to use. 

I am a foot passenger, what do I do when I arrive at the terminal?

If a ferry is berthed and the gate is open, you are free to board, if instructed to do so by a member of the crew.

If not, we do have basic waiting facilities at the terminals.

Is there any form of check in?

No, all our terminals are unmanned and vehicles have to queue in the appropriate lane.

The crew will load vehicles at approximately five minutes to sailing time.

For foot passenegrs only: If a ferry is berthed and the gate is open, you are free to board, if instructed to do so by a member of the crew. (Vehicle drivers must wait with their vehicles in the appropriate Lane until instructed to board the ferry.)

What is the latest I should arrive at a terminal?

Vehicles and passengers should be available for boarding by five minutes to published sailing time.

Do I pay before I board?

No, all fares are collected onboard during the passage.

Boarding

What is the maximum weight and length of vehicle that we can carry?

All our routes, with the exception of Papa Stour and Fair Isle can handle a 44 tonne full-articulated unit. Skerries can handle a 34 tonne full-articulated unit.

The Papa Stour service cannot handle vehicles beyond 15 metres and 17 tonnes, while the Fair Isle service can only carry two cars or vans.

We can carry larger and longer loads on all routes by special arrangement. For more details and information, call Colin Manson on 01595 744252 or email colin.manson2@shetland.gov.uk

Are there any height restrictions on your vessels?

Most of our vessels are limited to around 4.5 to 4.8 metres. We can work around height restrictions depending on circumstances. For details and information, call Colin Manson on 01595 744252 or email colin.manson2@shetland.gov.uk

Will my motorhome be charged as if it were a small commercial vehicle?

If your motorhome is over 5.5 metres, it may be charged as the smallest of the Commercial Vehicles.

Car and caravan combinations are charged at the car and trailer rate, which is a multiple of the car rate.

Why do vehicles not always get boarded in the order in which they are queued?

On most routes, vehicles may be boarded out of sequence in order to make best use of the limited deck space we have.

We also have to load commercial vehicles in order to keep the vessels properly trimmed and stable.

On the Yell Route, onward traffic to Bluemull Sound may be loaded prior to other traffic.

Why are vehicles not loaded before 5 minutes?

Because not all traffic is booked, we wait until five minutes to sailing time, in case any large or heavy unbooked vehicles need loading and stowed on deck in accordance with stability criteria.

In addition, people who are booked do not want to spend an excessive amount of time waiting to be loaded. If we load the ferry with more than five minutes to sailing time, then booked vehicles have to turn up all the earlier to ensure they are carried.

On Yell Sound, loading with more than five minutes creates problems for onward traffic to Bluemull Sound.

What happens if I arrive after 5 minutes to the sailing time and loading has commenced?

If this occurs, you should join the back of the appropriate queue. Depending on the amount of booked and unbooked vehicles you may or may not be boarded.

Once vehicles have left their queue to commence boarding, or have boarded, they will not be removed from the vessel.

It is important that you are in the queue by five minutes to the sailing time.

It is important to us and to you that the vessel leaves on time

Can I remain in my vehicle on passage?

You may stay in your vehicle during the passage, so long as that passage does not normally exceed 30 minutes in duration.

In practice, this means that you cannot stay in your vehicle on the Skerries or Fair Isle route.

What if I need assistance?

I am disabled or have reduced mobility, where can I get information or advice?

We have employed Disability Shetland to audit our vessels and facilities for people with reduced mobility. Details of individual vessels, buildings and services can be found here

http://www.shetlandcommunities.org/disability-shetland/ferries.html

We strongly recommend that you view these pages as part of your journey planning.

For further information, please contact the appropriate Booking Office to discuss your requirements. We will be happy to do what we can to help. 

Alternatively call Colin Manson on 01595 744252 or email colin.manson2@shetland.gov.uk

I am disabled or have reduced mobility; do I need to give 48 hours notice?

No, if you will be travellingin a vehicle. If travelling by public transport or being dropped off at one of our ferry ports, please discuss any requirements you have with us on 01595 744252 or email colin.manson2@shetland.gov.uk to see what additional assistance can be offered. Please give us adequate prior notice of any such assistance needed.

We would advise that you should look at the Disability Shetland Website before setting out. http://www.shetlandcommunities.org/disability-shetland/ferries.html

You need to be aware that our terminals are unmanned, however we shall do whatever we can to ensure that your trip with us is a pleasant one.

How should I advise the crew that I need assistance?

Our general advice is to flash your hazard warning lights when the Loading Officer starts to load the vessel. We can then ensure that where lifts are fitted, we can place you close by.

If you or a member of your party would rather inform a member of the crew face-to-face, please feel free to do so.

General and route specific information

Which routes sail regardless of bookings?

Most routes have some sailings, which only take place if bookings exist for them.

However during commuter times, throughout the day and in to late evening, the following routes sail regardless of booking levels: Yell, Bluemull, Whalsay and Bressay.

For details consult the timetable or contact the appropriate booking office.

We recommend that you book ferries where possible.

It is essential to book the Papa Stour, Skerries and Fair Isle ferry.

Which routes sail only if a booking has been made?

With the exception of a few sailings, Papa Stour, Skerries and Fair Isle services only sail where bookings exist.

Late sailings on Whalsay, Yell and Bluemull only take place if bookings exist.

For details consult the timetable or contact the appropriate booking office.

Can all the ferries carry cars?

All our ferries carry cars, but the Fair Isle ferry is not ro-ro. She can only carry two cars and these have to be craned onboard.

Other routes are roll on/roll off and can carry between 6 and 32 cars per sailing.

Where is the ferry terminal at Lerwick?

The Lerwick Terminal is in Lerwick’s  town centre, situated on the Esplanade, next to Albert Buildings.

Where is Grutness?

Grutness is situated minutes from Sumburgh Airport and is at Shetland’s southern tip.

Can I park my car at Lerwick ferry terminal / any other terminal?

There is limited car parking at Lerwick Terminal, but there as ample parking around Lerwick Town Centre. In particular on Victoria Pier and next to the Town Hall, both a couple of minutes walk from the Terminal.

Other Terminals have ample parking.

Can I take photographs on board?

Yes, snap away!

Are there toilets available?

All our vessels have toilets. Not all our ferries have disabled toilets. Please see our review on Disability Shetland’s website for full details:

http://www.shetlandcommunities.org/disability-shetland/ferries.html

Are there baby changing facilities on board?

Our newer ferries, Daggri, Dagalien, Filla and Linga all have baby changing facilities. The older vessels do not.

Are there showers on board?

No.

Are there cabins on board?

No.

If I leave my car on the vehicle deck should I put it in gear?

Yes, and handbrake on!

Are any refreshments available on board?

Most of our vessels have tea, coffee and soft drink vending machines, some have snack machines.

Is tourist information available?

We carry a limited amount of tourist information onboard. The brochures onboard relate to the islands served by each vessel.

Can I use a mobile phone on board?

You may use your mobile in Passenger Saloon and on outer decks.

You must not use your mobile whilst on the car deck.

Please note that the police may consider the deck of a ferry as an extension of the road and may charge anyone at the wheel of a car on a ferry and using a phone.

How long does it take to drive from Ulsta to Gutcher?

Around 25 minutes.

How far is each route and how long does it take?

See details on routes

What can I see and do while on my visit to the islands?

See destination guides

Please also take time to look at the tourist information onboard. The Booking Offices will also be pleased to help out with any queries that you may have.

See also www.visit.shetland.org

Can I travel with pets?

Yes, but animals are not permitted in the Passengers Saloons, except for guide dogs.

Do any bus services link to ferry departures or arrivals?

Yes, for details, contact the appropriate Booking Office, or view these links:

• http://www.zettrans.org.uk/contactus/default.asp
• http://www.zettrans.org.uk/bus/
• View the timetables
• View booking office details

Is food and drink available onboard?

Most of our vessels have tea, coffee and soft drink vending machines, some have snack machines.

Are there waiting rooms for foot passengers?

The majority of our terminals have basic waiting facilities.

Ulsta (Yell Sound/South Yell) and Maryfield (Bressay) only have bus shelters and toilets. All others have waiting rooms.

There is also a privately run café at Gutcher (Bluemull Sound/North Yell)

What facilities do they have?

Most of our onshore facilities are 1970’s prefab accommodation, consisting of a small waiting room and toilets. They are small and functional.

Vidlin, West Burrafirth, Fetlar and Papa Stour have small modern waiting facilities and toilets.

None of our terminals are manned or have any provision for serving food or refreshments.

Lerwick Terminal is in the town centre.

Bressay is 5 minutes walk from Maryfield House Hotel.

Grutness is close to the airport for food and refreshments.

Vidlin and Symbister are both 5 minutes walk from a shop.

Ulsta and Skerries has a shop within a minutes walk.

Gutcher has a café.

All others have no services close to hand.

Can I leave luggage?

We have no facility at this time to leave luggage

Is there any accommodation on the island?

Most Islands have accommodation.

The Booking Staff will be happy to impart their local knowledge to assist you.

Where can I get something to eat or drink on the island?

Most Islands have places to eat.

The Booking Staff will be happy to impart their local knowledge to assist you.

Times and distances to terminals

How long does it take to drive from Sumburgh Airport (ZE3 9JP) to:

Terminal	Routes to:	Distance	Time
Lerwick ZE1 0LL	Bressay, Skerries & Fair Isle	25 Miles	40 Minutes
Laxo/Vidlin Laxo – ZE2 9QD Vidlin – ZE2 9QB	Whalsay & Skerries	Laxo 42 Miles; Vidlin 45 Miles	1 Hour 5 Minutes; 1 Hr 10 Minutes
Toft ZE2 9QT	Yell & onward to Unst and Fetlar	50 Miles	1 Hr 15 Minutes
West Burrafirth ZE2 9NT	Papa Stour	48 Miles	1 Hr 25 Minutes
Grutness ZE3 9JN	Fair Isle	1.5 Miles	3 Minutes

 

Postcodes added to assist SatNav users

How long does it take to drive from Northlink’s Lerwick Ferry Terminal (ZE1 0PR) to:

 

Terminal	Routes to:	Distance	Time
Lerwick ZE1 0LL	Bressay, Skerries & Fair Isle	1.0 Miles	3 Minutes
Laxo/Vidlin Laxo – ZE2 9QD Vidlin – ZE2 9QB	Whalsay & Skerries	Laxo 20 Miles; Vidlin 22 Miles	30 Minutes; 35 Minutes
Toft ZE2 9QT	Yell & onward to Unst and Fetlar	27 Miles	45 Minutes
West Burrafirth ZE2 9NT	Papa Stour	26 Miles	50 Minutes
Grutness ZE3 9JN	Fair Isle	26 Miles	45 Minutes

 

Postcodes added to assist SatNav users

Why does the Whalsay service operate from two terminals?

The Whalsay service usually sails from Laxo (Mainland) to Symbister (Whalsay). However, this route is relatively exposed from eastern through southerly winds and swells. As such, during periods where strong winds occur from a easterly through southerly direction, then the service will divert and sail from Vidlin (Mainland) to Symbister (Whalsay).

How do I know whether to use the Laxo or Vidlin Terminals for the Whalsay Service?

In clement weather, the service is most likely to be operating from Laxo. It takes about 5 minutes to drive the extra distance from Laxo to Vidlin, with the sea crossing taking 10 to 15 miuntes longer. Details of which terminal is in use is displayed on electronic message boards at the Laxo terminal entrance and at the three Whalsay route terminals. Voicebank updates reagrding route information are available, 24 hours a day, on 01595 743973.

Safety

Where is smoking permitted?

Smoking is not permitted onboard at any time. You may smoke within the terminal area, but not within any building.

Where can I find out about safety procedures?

Upon departure, a brief audio safety message will play. This will state what to do in the event of an emergency. This is supplemented on some vessels with a video.

We also have aircraft style safety cards and numerous notices throughout the vessel.

You should take time during the voyage to familiarise yourself with these.

How do I know the ships are safe? (MCA Certificates)

Our ships are operated and maintained to the highest standards. Our crews are highly trained and experienced. We conduct an array of drills and exercises to ensure that we can be as prepared as possible in the event on an incident.

Our vessels, crews and operation are audited annually by the Maritime and Coastguard Agency. This is to ensure we maintain our standards and that our service complies with international safety management standards.

Certification of this can be viewed in Passenger Saloons.

Can I carry Dangerous Goods such as a gas bottle on my motorhome?

Yes, providing these are for personal use and not business use. However, all items, such as gas bottles must be declared to the Loading Officer.

For guidance on Dangerous Goods, please see our Terms and Conditions of Carriage (PDF).

Terms and Conditions of Carriage

Where can I find out more regarding your Terms and Conditions of Carriage?

View our Terms and Conditions of Carriage (PDF)

Do I need travel insurance and breakdown cover?

We advise all passengers to indemnify themselves by way of suitable travel or vehicle insurance.