Some e-mail reader software has a security set-up that prevents attached files from being displayed and opened. If you use Outlook Express you must to through the security set-up to allow attached files. Use the menu and select "Tools/Options". Then open the "Security" tab. Within the group "Virus protection" there is a check box that must be blank to avoid the blocking of attached files. Other e-mail readers have similar set-up possibilities. The file format used by Stena Line is from Adobe. Their PDF format is very commonly used and the files we send cannot be virus infected. If you need to download Adobe Acrobat, you can do so for free at http://www.adobe.com/products/acrobat/readermain.html.