Cancellations and delays

Cancellations

All Cancellations must be recorded and reported for reporting purposes. A Sailing will not be counted as a Cancellation if the Cancellation is caused by a Relief Event or a Force Majeure Event.

Table 1 below sets out the Standard Service Level, Remediation Service Level and Termination Service Level in respect of the Cancellations KPI for Freight Sailings, RoPax Sailings and HSC Sailings.

Table 1: Cancellations Standard, Remediation and Termination Service Levels

	Cancellations Standard Service Level	Cancellations Remediation Service Level	Cancellations Termination Service Level
Freight Sailings	2%	5%	8%
RoPax Sailings	2%	5%	8%
HSC Sailings	2%	5%	8%

Delays

Delay Performance will be measured against the defined time bounds for Material Delays and Moderate Delays as shown in Table 2.

Table 2: Material Delay and Moderate Delay bands

Delay/Route	<30 mins	30-60 mins	60-90 mins	90-120 minutes	>120 minutes
Jersey/ ⇌ St Malo	NA	Moderate Delay	Material Delay	Material Delay	Material Delay
Jersey ⇌ Portsmouth	NA	NA	NA	Moderate Delay	Material Delay
Jersey ⇌ Poole	NA	NA	NA	Moderate Delay	Material Delay

Delay Performance Thresholds

Table 3 sets out the Standard Service Level, Remediation Service Level and Termination Service Level in respect of the Delay KPI for Freight Sailings, RoPax Sailings, and HSC Sailings.

Table 3: Delay Standard, Remediation and Termination Service Levels

	Delay Standard Service Level	Delay Remediation Service Level	Delay Termination Service Level
Freight Sailings	2%	5%	8%
RoPax Sailings	2%	5%	8%
HSC Sailings	2%	5%	8%

Data reporting frequency

The quarterly data will be published no later than 8 weeks after the end of each quarter. This data will be updated every quarter and the targets reviewed annually.

Source: Department for the Economy, download the data

Further details

European Cruises & Ferries | DFDS and to provide feedback directly to DFDS please email uk.customercare@dfds.com
Jersey Harbours