Q. What is a BC Ferries Experience™ Card? A. The BC Ferries Experience™ Card is an electronic swipe card similar to a debit or gift card that can be used to pay for ferry travel on participating routes.
Customers can load their BC Ferries Experience™ Card with money online, by phone at 1 888 BC FERRY or in person at participating BC Ferries ticket booths. Cardholders who load a minimum dollar amount onto the card will receive access to fare savings wherever they're available. Customers can also purchase Assured Loading Tickets on their BC Ferries Experience™ Card.
The BC Ferries Experience™ Card provides business, commercial and individual travelers access to a variety of additional benefits including:
Access to fare savings wherever they're available;
Ability to print a Travel History report;
Loss protection;
Transferability/Balance Sharing features;
Auto Load feature;
Access to new and different future products, and;
All of the above in a convenient wallet-size format.
PLEASE NOTE: It is not currently possible to use money loaded on your BC Ferries Experience™ Card to pay for onboard purchases of any kind, for fully prepaid/reserved ferry travel on the Tsawwassen - Outer Gulf Islands route, or for regular fare payments at Lyall Harbour (Saturna Island) and the Brentwood Bay-Mill Bay, Langdale-Gambier Island-Keats Island and North Coast routes.
Q. What is a Coast Card? A. The Coast Card allows customers to purchase Assured Loading Tickets electronically. However, the BC Ferries Experience™ Card gives cardholders the opportunity to purchase Assured Loading Tickets, load money onto their card and access reduced fares along with a host of additional features and benefits.
Q. Are the same features that are available on the BC Ferries Experience™ Card available on the Coast Card? A. No. BC Ferries Coast Card holders are only able to purchase Assured Loading Tickets on their cards. BC Ferries Experience™ cardholders have access to all of the products and services shown below:
Ability to load money that can then be used to pay for ferry travel;
Access to fare savings wherever they're available;
Ability to purchase Assured Loading Tickets
Ability to print a Travel History report;
Loss protection;
Transferability/Balance Sharing features;
Auto Load feature, and;
Access to new and different future products.
Q. How do the Transferability & Balance Sharing features work? A. BC Ferries Experience™ cardholders have the ability to connect additional secondary cards to the primary card(s) on their account. As part of the set up of their secondary card(s), customers will have the choice to select either the Transfer setting or the Pooling setting for their secondary card(s):
Pooling: The Pooling setting allows a secondary cardholder to share a primary card's balance. The Pooling setting does not allow a secondary card to carry its own balance.
Transfer: The Transfer setting gives a primary cardholder the ability to transfer money to the selected secondary card. The Transfer setting allows a secondary card to carry its own balance.
Q. How do I set-up my secondary card? A. To set-up your secondary card, follow these five easy steps: Please note: A secondary card must be blank. Cards that have balances are automatically registered as a primary card.
Click on the “Add Another Card” link on the left-hand side of the page and enter the card and CVN numbers;
Select “Secondary Card” and choose the primary card that it should be connected to;
A new section will appear asking you to select either a “Transfer” or “Pooled” setting for your secondary card (see above for descriptions on each setting)
Click the “Complete Registration” button and you’re done!
Q. Where can I use the BC Ferries Experience™ Card? A. The BC Ferries Experience™ Card can be used to pay for ferry travel at any of the following participating BC Ferries locations:
Tsawwassen - Swartz Bay
Tsawwassen - Duke Point
Horseshoe Bay - Bowen Island
Horseshoe Bay - Langdale
Saltery Bay – Earls Cove
Powell River – Comox
Powell River – Texada Island
Chemainus – Thetis Island – Kuper Island
Crofton – Vesuvius
Horseshoe Bay - Departure Bay
Nanaimo – Gabriola Island
Swartz Bay – Saltspring Island
Tsawwassen - Outer Gulf Islands* (limited use)
Swartz Bay – Outer Gulf Islands
Buckley Bay – Denman Island – Hornby Island*
Campbell River – Quadra Island – Cortes Island*
Port McNeill – Alert Bay - Sointula
Skidegate – Alliford Bay
PLEASE NOTE: It is not currently possible to use money loaded on your BC Ferries Experience™ Card to pay for onboard purchases of any kind, for fully prepaid/reserved ferry travel on the Tsawwassen - Outer Gulf Islands route, or for regular fare payments at Lyall Harbour (Saturna Island) and the Brentwood Bay-Mill Bay, Langdale-Gambier Island-Keats Island and North Coast routes.
Assured Loading Tickets (available on the BC Ferries Experience™ Card and Coast Card) can be used for ferry service between the following locations:
Tsawwassen and Swartz Bay
Horseshoe Bay and Departure Bay
Duke Point and Tsawwassen
Q. Where can I use the BC Ferries Coast Card? A. The BC Ferries Coast Card can be used to purchase and redeem Assured Loading Tickets (ALTs) at any of the following participating BC Ferries locations:
Tsawwassen and Swartz Bay
Horseshoe Bay and Departure Bay
Duke Point and Tsawwassen
Q. Are there any terminals where I can’t use the BC Ferries Experience™ Card? A. It is not currently possible to use money loaded on your BC Ferries Experience™ Card to pay for ferry travel at Lyall Harbour (Saturna Island) or on the Brentwood Bay-Mill Bay, Langdale-Gambier Island-Keats Island and North Coast routes.
Q. Can the BC Ferries Experience™ Card be used onboard? A. Not yet. We will continue to work toward developing new products, services and functionalities for the BC Ferries Experience™ Card in the future.
Q. Should I get a BC Ferries Experience™ Card or a Coast Card? A. The BC Ferries Experience™ Card offers a variety of features and benefits that are not available on the Coast Card. First-time customers will be encouraged to use a BC Ferries Experience™ Card. Only ALT tickets can be purchased on the Coast Card.
Q. Does the BC Ferries Experience™ Card/Coast Card change any ticket policies? A. No. No ticket policies have changed with the introduction of the BC Ferries Experience™ Card or Coast Card.
Q. Can I still use my prepaid paper tickets and ALT paper tickets? A. Prepaid paper tickets and ALT paper tickets can still be transferred to a BC Ferries Experience™ Card at no additional cost. Prepaid paper tickets can no longer be used as payment toward fares.
PLEASE NOTE: Prepaid paper tickets account for one percent of less of all payments made on BC Ferries' smaller coastal routes. As a result, beginning April 1, 2010 prepaid paper tickets will no longer be accepted for conversion to BC Ferries Experience™ Cards.
Q. How do I transfer my paper tickets to a card? A. You can transfer your prepaid paper tickets or ALT paper tickets to a card by going in person to any ticket booth or a major Terminal Administration Office. Remember to bring your paper tickets! You’ll have to hand them in during the transfer.
Q. Can anyone use the BC Ferries Experience™ Card? A. Yes. The BC Ferries Experience™ Card can be used by individuals, business and commercial travelers at any participating BC Ferries locations.
It is important to note that the BC Ferries Experience™ Card does not change any current policies regarding travel for seniors, students and permanently disabled individuals.
Q. Where do I get a card? A. You can get a BC Ferries Experience™ Card at any BC Ferries ticket booth or major Terminal Administration Office or by calling our Customer Service Centre at 1 888 BC FERRY (1 888 223 3779) anytime between 7:00 am and 8:00 pm weekdays and between 8:00 am and 6:00 pm weekends (Pacific Time).
NOTE: It is not possible to load or obtain a BC Ferries Experience™ Card at BC Ferries’ Head Office (address: 1112 Fort Street, Victoria, BC).
Q. Can you mail me a card? A. Yes. Simply contact our Customer Service Centre at 1 888 BC FERRY (1 888 223 3779) anytime between 7:00 am and 8:00 pm weekdays and between 8:00 am and 6:00 pm weekends (Pacific Time). You can also pick up a BC Ferries Experience™ Card at any BC Ferries ticket booth or major Terminal Administration Office. The card is reusable so no need to pickup another one for subsequent purchases.
Q. Can I have more than one card? A. Sure. You can have as many cards as you like. With the BC Ferries Experience™ Card you can also connect secondary cards to your primary card and transfer money between them. In general, we recommend that you get a separate card for each member of your family or business. If at any time you need help or advice in setting up your cards, please call our Customer Service Centre at 1 888 BC FERRY (1 888 223 3779) anytime between 7:00 am and 8:00 pm weekdays and between 8:00 am and 6:00 pm weekends (Pacific Time). They would be happy to help you!
Q. Why should I register my card? A. When you register your card, you automatically get Loss Protection. This means that if your card is lost or stolen, you can report the loss to BC Ferries and we will freeze the card so that it can no longer be used. You can then get a new card and transfer any remaining ALTs or balance on your lost card to the new one. If you lose a registered card, please call our Customer Service Centre at 1 888 BC FERRY (1 888 223 3779) anytime between 7:00 am and 8:00 pm weekdays and between 8:00 am and 6:00 pm weekends (Pacific Time) and any of our Customer Service Representatives will be able to cancel your card. NOTE: It is not possible to provide loss protection for unregistered cards.
Q. How do I register my card? A. We recommend visiting www.bcferries.com to register your card. You can also register by visiting any BC Ferries major Terminal Administration Office or by calling our Customer Service Centre at 1 888 BC FERRY (1 888 223 3779) anytime between 7:00 am and 8:00 pm weekdays and between 8:00 am and 6:00 pm weekends (Pacific Time).
Q. What happens if I lose an unregistered card? A. Unfortunately, unregistered cards are not eligible for loss protection and balances cannot be transferred.
Q. Can BC Ferries Experience™ cardholders access reduced fares on routes that currently accept prepaid paper tickets? A. Yes. BC Ferries Experience™ cardholders can access fare savings wherever they're available by loading minimum amounts onto their card as follows:
$40 minimum – access to reduced Passenger fares;
$75 minimum - access to reduced Vehicle and/or Passenger fares.
Q. How do the $40 and $75 minimum load amounts work? A. Whenever you load money onto your BC Ferries Experience™ Card, you will be asked to select either Passenger-only savings (minimum load of $40) or Vehicle and/or Passenger savings (minimum load of $75). You may load any amount over these minimums. It is not necessary to keep these minimum amounts as a balance on your card. As long as you have loaded these minimum amounts, you will receive the applicable fare savings on the full balance on your card.
Q. If I load my BC Ferries Experience™ Card to receive Vehicle and/or Passenger savings can I still use it when I am travelling without a vehicle or as a foot passenger? A. Yes. When the card has been loaded with a minimum of $75 to receive Vehicle and/or Passenger savings the cardholder will receive access to fare savings wherever they're available for passengers only, vehicles only (including motorcycles) and/or a combination of passengers and vehicles.
When the card has been loaded with a minimum of $40 to receive Passenger-only savings, the cardholder will only receive access to fare savings wherever they're available for passengers only.
Q. What happens if I change Savings Types? A. Changing Savings Types requires that you load at least the minimum amount of the desired savings type (e.g. min. $40 or min. $75).
NOTE: Be careful when changing Savings Types, as any change means that the card’s entire balance and the balance of all connected secondary cards will be modified to receive access to the newly selected Savings Type – either Passenger-only or Vehicle and/or Passenger savings.
Q. Will BC Ferries Experience™ cardholders receive a specific number of trips for loading the minimum amount? A. No. Loading either the $40 or $75 minimum amount entitles a BC Ferries Experience™ cardholder to access the reduced fares for either passengers or vehicles and passengers respectively at the current price at the time of travel.
Loading a minimum amount does not entitle a specific number of trips and there must be sufficient balance on the card to cover the entire fare. Customers will be charged the current reduced fare. If there is not sufficient balance on the card to cover the applicable reduced fare, customers will be charged the full cash fare.
Q. Does BC Ferries still accept prepaid paper tickets? A.Prepaid paper tickets and ALT paper tickets can still be transferred to a BC Ferries Experience™ Card at no additional cost. Prepaid paper tickets can no longer be used as payment toward fares.
PLEASE NOTE: Prepaid paper tickets account for one percent of less of all payments made on BC Ferries' smaller coastal routes. As a result, beginning April 1, 2010 prepaid paper tickets will no longer be accepted for conversion to BC Ferries Experience™ Cards.
Q. How do I know the value of my paper ticket? A. Prepaid paper tickets purchased between November 1, 2007 and March 31, 2008 have been printed with a price identifying their value. Prepaid paper tickets purchased before this time will also be valued at the price as at March 31, 2008.
BC Ferries ticket agents will be able to identify the value of your paper ticket. This information is also available online at www.bcferries.com by choosing Fares and selecting your desired route.
Q. What is the federal income tax credit for public transit? A. The federal government has extended an income tax credit for public transit to qualified commuters who meet the following requirements:
Completion of at least 16 round trips in a 31 day period;
Trips are paid for using an electronic payment card;
Customer submits a valid receipt with their income tax return that proves the above travel occurred.
For more information about the federal income tax credit for public transit, please visit the Canada Revenue Agency website at www.cra.gc.ca.
Q. How does the BC Ferries Experience™ Card allow me to apply for the federal income tax credit for public transit? A. Registered BC Ferries Experience™ cardholders who use their card to pay for ferry travel will have access to a Travel History report that can be printed and will show all of the trips taken on the card. It may be possible for cardholders to use this Travel History report to claim the federal income tax credit for public transit on qualifying passenger trips. Customers must qualify for the federal income tax credit for public transit by meeting a minimum travel requirement of at least 16 round trips in a 31 day period. For more information on the credit and how to qualify, please visit the Canada Revenue Agency at www.cra.gc.ca. NOTE: Customers must first register their card online or by phoning the Customer Service Centre to access the Travel History report.
Q. What are Assured Loading Tickets (ALTs)? A. ALTs provide priority travel on three major Vancouver Island/Mainland routes when presented to the Ticket Agent at least 20 minutes before the scheduled departure time. Participating routes that currently accept ALTs are:
Tsawwassen-Swartz Bay
Tsawwassen-Duke Point
Horseshoe Bay-Departure Bay
Please also note the following important information about ALTs:
ALTs expire 2 years after the month of purchase.
Once your tickets expire they cannot be used for travel and are non-refundable.
It is your responsibility to decide when you will use your ALTs.
ALT travel is exempt from any regular discounts such as senior, student or disabled fares.
BC Ferries reserves the right to limit the number of ALT spaces per sailing.
For more information about ALTs please click here >>
Q. What do Assured Loading Tickets cost? A.The cost of ten Assured Loading Tickets (ALTs) is $1,250.00 (including fuel surcharge). Ten (10) ALTs must be purchased at the time of sale and it is not possible to purchase tickets individually. One ALT covers one personal vehicle (up to 2.13m or 7’ in height) plus driver fare.
Q. I accidentally bought too many Assured Loading Tickets on the website. How do I get my money back? A.If you have accidentally bought too many ALTs, please contact our Customer Service Centre at 1 888 BC FERRY (223-3779) between 7:00 am and 8:00 pm weekdays and between 8:00 am and 6:00 pm weekends (Pacific Time) for assistance.
Q. Once I’ve purchased some Assured Loading Tickets, can I transfer them to another card? A.No. Assured Loading Tickets are non-transferable.
Q. What are Auto Load and Auto Purchase? A. You can set up your account so that it will automatically load more money or purchase more Assured Loading Tickets.
For example, you might set up your account to Auto Load $200 whenever your card has $25 or less remaining on the card. If you purchase Assured Loading Tickets, you might set up your account to Auto Purchase 10 more Assured Loading tickets ($1,250 value) when your remaining trips fall below three (3).
To set-up Auto Load and/or Auto Purchase, login to your online card profile, select the Auto/Load Purchase link and complete the required information fields. Auto Load and Auto Purchase require that you provide a valid credit card number.
Q. How does Auto Load work? A. To Auto Load your BC Ferries Experience™ Card, login online and select Auto Load/Purchase. Click on "Change Status" complete the fields shown. It is important to note that a minimum of either $40 or $75 (depending on savings type) must be loaded. It is possible to Auto Load more than these amounts.
Q. How does Auto Purchase work? A. Auto Purchase relates to ALTs only and is an automatic purchase of this product.
Q. What do I do if I need to change my credit card number? A. We recommend visiting www.bcferries.com, cancelling your existing Auto Load or Auto Purchase and setting up a new Auto Load or Auto Purchase using a different credit card number.
You can also change your credit card number by visiting any BC Ferries major Terminal Administration Office or by calling our Customer Service Centre at 1 888 BC FERRY (1 888 223 3779) anytime between 7:00 am and 8:00 pm weekdays and between 8:00 am and 6:00 pm weekends (Pacific Time) if you require assistance.
Q. What does it mean to exchange expired Assured Loading Tickets? A. Customers with expired assured loading tickets may use the remaining cash value of the unused tickets towards the purchase of a new assured loading product at the current price. You can view the remaining value of your unused tickets by registering your card and viewing your balance online here >> or by callingour Customer Service Centre at 1 888 BC FERRY (1 888 223 3779) anytime between 7:00 am and 8:00 pm weekdays and between 8:00 am and 6:00 pm weekends (Pacific Time) if you require assistance.
Q. How can I exchange my expired Assured Loading Tickets? A. Exchanges can be done at any terminal where Assured Loading Tickets are sold or registered Coast Card and BC Ferries Experience™ Card users can exchange expired Assured Loading Tickets on our website.
Q. Can I exchange unexpired Assured Loading Tickets? A. No, only expired assured loading tickets are eligible for exchange.
Q. Which expired Assured Loading Tickets will be exchanged first? A. The oldest purchased tickets will be exchanged first.
Q. How many expired Assured Loading Tickets can I exchange? A. The maximum total exchangeable amount cannot exceed the total purchase price of a new assured loading product. Refunds will not be issued.
Q. What happens if I have Auto Reload enabled? A. Expired Assured Loading Tickets will automatically be exchanged when new assured loading product is purchased through the Auto Reload process. Your credit card will be billed for the remaining balance.
Q. I've lost my card, or my card has been stolen. Can I cancel my card? A. Yes. If you have registered, your card can be cancelled and the remaining balance will be transferred to a new card. To report a registered card lost or stolen, call BC Ferries at 1 888 BC FERRY (1 888 223 3779) and speak to a Customer Service Representative or visit one of our agents in person at a major Terminal Administration Office. To confirm your identity during an in person transaction, you will need to present Picture ID before we record your card as lost. NOTE: Unfortunately, unregistered cards are not eligible for loss protection and balances cannot be transferred.
Q. Once I’ve cancelled a card, how do I use those tickets? A. Once you’ve cancelled your registered card, you’ll need to get a new one. Visit a BC Ferries major Terminal Administration Office in person so that they can transfer your balance or ALTs that remain on your cancelled card to your new card. You can also contact our Customer Service Centre at 1 888 BC FERRY (1 888 223 3779) anytime between 7:00 am and 8:00 pm weekdays and between 8:00 am and 6:00 pm weekends (Pacific Time) to have a new card mailed to you. NOTE: Unfortunately, unregistered cards are not eligible for loss protection and balances cannot be transferred.
Q. Do I need to use the website to manage my card? A. We recommend www.bcferries.com as the best way to manage your account. However, you may also manage your card and receive assistance in person at any BC Ferries major Terminal Administration Office or by contacting our Customer Service Centre at 1 888 BC FERRY (1 888 223 3779) anytime between 7:00 am and 8:00 pm weekdays and between 8:00 am and 6:00 pm weekends (Pacific Time).
It is also possible to load and redeem money on the BC Ferries Experience™ Card at any participating BC Ferries ticket booth.
Q. How do I sign on to my account using your website? A. Make sure you have your card handy, and log on to our website at www.bcferries.com. You will see a link to our Sign In Centre on the first page. Click this link, then do one of the following:
If you have already registered your card online, enter your e-mail address and password to log in.
If you registered your card at a BC Ferries administration office or through our Customer Service Centre, select the “I registered in person” link and complete the log in process.
If you have not registered your card, select the “I’m not registered” link to begin the registration process.
Q. What happens if I lose my password for the website? A. If you lose your password, please visit our website at www.bcferries.com, navigate to the BC Ferries Experience™ Card and Coast Card section, click on the Register/Manage you card link and on the resulting login page click “Forgot Password”.
Q. Can I use my BC Ferries IVR number or my ID and password for reservations to log on to my BC Ferries Experience™ Card or Coast Card? A.No. Currently your BC Ferries Experience™ Card and Coast Card use a separate ID and password.
Q. Will my computer and browser support the BC Ferries Experience™ Card/Coast Card site? A.The BC Ferries Experience™ Card/Coast Card site is compatible with the following browsers:
Q. Is registration required to use the BC Ferries Experience™ Card or Coast Card? A. Registration will provide additional cardholder benefits including loss protection and access to a travel history report that will allow qualifying cardholders to claim the federal transit pass credit.
If these features are not of interest, cardholders will have the option not to register their card, in which case they will not be required to provide personal information. NOTE: Cardholders are strongly encouraged to register their card to ensure they receive access to the above-mentioned benefits, particularly loss protection.
Q. How will the company use personal information provided by cardholders and keep it safe? A. BC Ferries is currently, and will continue to be, compliant with current privacy legislation. BC Ferries Experience™ cardholders will be given the choice and asked for their permission to receive any information and/or promotional offers.
Upon registration, cardholders will be asked for information including their name, e-mail address, mailing address, phone number and account type (business or personal).
