Can I still call into the Customer Service Centre to make my booking?
Yes, you can also call the Customer Service Centre at 1-888-BC FERRY (1-888-223-3779) to make a TAP booking.
What if my medical appointment changes and I have to cancel?
Customers can find information about change and cancellation fees for TAP travel here.
Why aren’t the cancellation and change policies the same for all routes?
The TAP cancellation and change policies are based on the current terms and conditions for other fare types. For TAP bookings, we have added more flexibility as we understand medical appointments change or get cancelled. These additions include allowing free changes and cancellations up until 11:59 PM the day before departure for travel between Metro Vancouver, Vancouver Island and the Sunshine Coast.
Are there any options if crew shortages or mechanical issues force the cancellation of my sailing (and the next sailing would still get me to my appointment)?
When a cancellation occurs we attempt to move all booked customers to the next available sailing and accommodate TAP customers in these circumstances.
What about smaller terminals and routes that aren’t bookable?
The Provincial Government’s TAP program covers travel costs on all routes. Online bookings are only available on select routes at this time.
Medical Assured Loading (MAL) is available for those travelling using a TAP form where their medical practitioner has determined an extended wait at a ferry terminal for a ferry sailing could cause a health concern.
Patients travelling on MAL are required to:
Obtain a signed MAL letter from a medical practitioner.
Arrive at the terminal prior to the required check-in time (view departure terminal check-in windows)
Present both the signed MAL letter from a medical practitioner and a completed TAP form to the ticket agent or vessel staff.
Can’t you provide a separate service lane for customers heading to medical appointments?
Many of our smaller terminals don’t currently have a dedicated lane or space set aside for medical travel. We will review processes at these terminals to identify opportunities for improvement.
What about customers travelling out of Langdale where they don’t have to pay and typically show a TAP form on the way back from Horseshoe Bay?
All customers who wish to use the free TAP booking must show the completed TAP form when they check-in at the terminal.
The completed TAP form confirms the patient is a BC Resident, travelling to a medical appointment covered by the Provincial Government’s TAP program.
Patients can request an electronic copy of their TAP form from their medical practitioner to attend an appointment. Once the patient has received and printed the form, they can make a booking.
How does this affect Medical Assured Loading (MAL)?
The program remains in place for customers who qualify and hold the proper documentation.
Customers travelling with MAL will still need to access the Travel Assistance Program (TAP) to cover the cost of travel and qualify for MAL.
- Free online bookings for TAP travellers provide our customers with travel certainty to medical appointments on bookable routes.
Who would use MAL with this new complimentary online booking service in place?
TAP bookings are not a replacement for the MAL program. Some customers may not know what time they will be discharged from the hospital and unable to make a booking in advance.
MAL customers with a completed TAP form can drive up to any terminal, with the exception of the fully bookable routes (North Coast and Tsawwassen - Southern Gulf Islands), prior to the required check-in time (view departure terminal check-in windows) and secure their spot on the next available sailing - no booking required.
What about medical emergencies?
We have accommodations in place with BC Ambulance, for emergency travel on all routes. The Provincial Government’s TAP program is only available for non-emergency medical travel. Our Customer Service Centre is available to answer questions or discuss travel options if bookings are sold out at Customer Service Centre at 1-888-BC FERRY (1-888-223-3779).
Can I book a free reservation if I don’t have a credit card?
Customers without credit cards can call the Customer Service Centre at 1-888-BC FERRY (1-888-223-3779) to make special arrangements for a free TAP booking.
I made a booking prior to April 25th to travel for my medical specialist appointment and paid the reservation fee. Can I get a refund now that TAP bookings are free?
Refunds are not available for existing bookings made before April 25th.
As a TAP customer, will space always be available for me to book?
No, bookable space is limited and often sell out on our more popular sailings. The amount of bookable deck space, for all reservation types, varies by ship and sailing time. We strongly recommend that you book ahead to secure a spot on board your preferred sailing.