Travel Advisory: COVID-19 Update - Important information - Last updated January 11, 2021 View ×

BC Ferries remains committed to ensuring coastal communities have reliable access to essential goods and supplies. Our priority is the health and safety of our customers and employees, and the company will strictly adhere to provincial and federal guidelines.

We encourage our customers to continue to heed Dr. Bonnie Henry’s advice to be calm, be kind, and be safe. Our vessel and terminal staff are working hard to adjust to changing circumstances and to implement protocols and procedures that keep everyone safe and healthy. BC Ferries does not tolerate any abuse, including verbal abuse, towards its employees. A customer who abuses an employee will be denied service.

On January 7, 2021 Dr. Bonnie Henry announced an update to the COVID-19 restrictions (in effect November 7 - February 5, 2021), for more information click here. BC Ferries advises customers to avoid non-essential travel at this time – this includes travel into and out of B.C. and between regions of the province. If this new Provincial Health Officer restriction affects your travel plans please contact us to change or cancel your booking. Reservations fees for existing bookings will be refunded if travel must be cancelled as a result of Provincial Health Order (PHO) travel restrictions, please contact us in advance of travel. This applies to travel occurring during the PHO travel restriction period. 

 

Masks are mandatory

All passengers must wear non-medical masks or face coverings when at terminals and on board ferries except:

  • When inside a vehicle
  • When consuming food or drinks, provided physical distancing is maintained
  • Children under 2 years of age
  • Medical condition or disability that inhibits the ability to wear a mask
  • Persons unable to place or remove a mask without assistance
  • BC Ferries employees working behind a physical barrier or within employee only areas provided physical distancing is maintained

 

* In the event that a passenger cannot wear a mask or face covering due to medical reasons, BC Ferries may require passengers to present documentation from a healthcare professional. This is a new Transport Canada requirement for ferry operators across Canada.

Passengers are reminded to continue to maintain physical distance while wearing a mask.
 
As defined by the Public Health Agency of Canada, a mask should fit securely to the head with ties or ear loops, be made of at least two layers of tightly woven material fabric (such as cotton or linen) and be large enough to completely and comfortably cover the nose and mouth without gaping.

 

Transport Canada - Closed deck regulation - reinstatement on September 30th

The temporary flexibility Transport Canada granted ferry operators that allows passengers to remain in their vehicle on enclosed vehicle decks is being rescinded by the regulator on September 30th, 2020. Transport Canada allowed this temporary flexibility earlier this summer in response to COVID-19. BC Ferries must comply with Transport Canada regulations. Starting on September 30th, passengers loaded on enclosed lower decks will be required to leave their vehicles.

Learn more about the reinstatement of the Transport Canada regulation

View frequently asked questions

 

Transport Canada - COVID-19 screening

For any route longer than 30 minutes, BC Ferries will screen all customers for COVID-19 symptoms and restrict travel to any customer that does not meet the screening requirements, as per the federal guidelines.

Prior to entering a BC Ferries’ terminal, customers need to answer the following questions:

  1. Do you have a fever and a cough?
  2. Do you have a fever and breathing difficulty?
  3. Have you been refused boarding in the past 14 days due to a medical reason related to COVID-19?
  4. Are you the subject of a provincial/territorial or local public health order? Note: A provincial/territorial or local public health order is typically a quarantine order issued to a person who has tested positive or is presumed positive to COVID-19
  5. Are you in possession of a face covering that covers your mouth and nose, and do you agree to wear this covering when outside your vehicle at terminals and while on board ferries?

If you answer yes to any of questions 1 to 4 and/or no to question 5 above, or refuse to answer any of the questions, BC Ferries will deny you boarding. Customers not displaying symptoms and under a directive to self-isolate at home may be permitted on board but will be required to maintain physical distance by remaining in their vehicle.

BC Ferries has implemented measures in order to ensure that customers with serious medical conditions and a need for time sensitive treatments are able to continue to travel. Customers can communicate their travel needs to the ticket agent when they arrive at the terminal. Reservations are recommended, but non-reserved travel will be prioritized based on the essential travel needs.

View more details on Transport Canada’s announcement

Book in advance to avoid lengthy waits as sailings are limited. Check-in processing takes longer due to screening protocols in place.
 

Malahat Nation

Malahat Nation is currently under a Shelter in Place order that took effect January 8, 2021.

We ask that all Mill Bay ferry customers please wear a mask when on, or transiting to BC Ferries Mill Bay terminal outside of a vehicle. Commuting customers please see the request below from Malahat Nation regarding parking on Mill Bay Road.

For further information, please see malahatnation.com.

 

Northern routes

For more information on our current Northern schedules, visit bcferries.com/schedules.

Many communities served by BC Ferries have issued advisories to travelers notifying them of limited supplies, healthcare equipment and resources. These communities include Haida Gwaii, Bella Bella, Klemtu, and Bella Coola. Customers should inform themselves of local situations and remain committed to essential travel only.
For more information about travel and restrictions in these northern communities, see:

Foot passengers

When travelling, we require customers wear a face covering onboard or in our terminals. Reservations for foot passengers are available for travel between Tsawwassen - Southern Gulf Islands and our North Coast routes, and can now be made online.  On all other routes, foot passengers will be accommodated on a first come, first served basis until passenger capacity has been reached, and tickets may be purchased at the terminal.

 

BC Ferries Vacations

Customers with BC Ferries Vacation bookings affected by the COVID-19 restrictions (in effect November 7 - February 5, 2021) can contact us to change or cancel their booking. If you require immediate assistance, please contact BC Ferries Vacations at 1-888-223-3779 Ext. 3, or email vacations@bcferries.com. Vacations Call Centre business hours are:

  • Monday – Friday: 8:30 am – 5 pm
  • Weekends and statutory holidays: 9 am – 5 pm

 

Additional information

  • Customers requiring wheelchair assistance: We are unable to provide wheelchair assistance at terminals or on board ferries. If you require a wheelchair, request one at the terminal. We ask that you travel with your own wheelchair assistant if required.

  • For more information on travelling with BC Ferries during the COVID-19 Pandemic click here
  • Updates from our President and CEO Mark Collins

Vehicles with U.S. license plates travelling on the Ferries

Canada Border Services Agency is screening people entering Canada at the borders. BC Ferries does not have a mandate to restrict travel.

 

We’re in this together

We are proud of the work our dedicated employees continue to provide during this situation. Crews have been taking, and will continue to take, extra measures to ensure continued safe transport of critical goods and supplies to coastal B.C. communities. If you have a chance to relay a ‘thank-you’ to our teams online, please do.

BC Ferries provides a lifeline to remote and to coastal communities in British Columbia, and will continue to provide vital services, such as delivering medical supplies and groceries to support communities.

For more information on all the steps BC Ferries is taking during COVID-19, visit our COVID-19 response page. For more information on schedules visit bcferries.com/schedules. BC Ferries hopes to resume the levels of service customers have come to expect soon.

Read more


Reach us by phone, email or online

 
View general contact information

Give us a call


Customer Care
1-888-BC FERRY


(1-888-223-3779) Canada & USA

Monday to Friday
7:00 am – 10:00 pm

Saturday and Sunday
7:00 am – 7:00 pm

From outside Canada and USA
(applicable toll charges apply)
+1 250-386-3431

From your Rogers or Telus mobile phone *BCF(*223)

From TTY Call 711 (provide toll-free number 1-888-223-3799 to Telus relay operator)

 

 

BC Ferries Vacations
1-888-BC FERRY Ext. 3


Canada & USA: (1-888-223-3779) Ext. 3

International: +8-001-BC-FERRY (+80012233779)

Monday to Friday
8:30 am – 5:00 pm

Weekends and holidays
9:00 am – 5:00 pm

 

General feedback


Feedback form

Two minute survey

 

Email us


Vacation Centre
vacations@bcferries.com

Group travel
group.travel@bcferries.com
(or complete a group travel booking form)

 

Terminals


Terminal directions and address information

 

Connect on social media


Follow us on

Twitter @BCFerries


Find us on


 


More customer service options

 
Stay informed
 
Share feedback

Let us know what you think about the services we provide. Your feedback helps us to continually improve and stay true to our mission, vision and values.
 

General feedback

Submit your general feedback and suggestions for how we can improve our services.

Share your feedback  

Customer satisfaction survey

If you have travelled with BC Ferries in the last seven days, share your experience with us.

View survey  
 

Help us improve our website

Complete a short, anonymous survey about your experience with our website.

 

Share website feedback


 

 
Submit a compliment or complaint

Phone:
1-888-BC FERRY (223-3779)

Fax:
(250) 978-1240

From your Rogers or Telus mobile phone:
*BCF(*223)

From TTY:
Call 711 (provide toll-free number 1-888-223-3799 to Telus relay operator)

Mail:
BC Ferries
Attention: Customer Relations
Suite 500-1321 Blanshard Street
Victoria, BC V8W 0B7
 

General feedback

Submit your general feedback and suggestions for how we can improve our services.
 

Share your feedback   

Social

Follow us on Twitter or connect with us on Facebook

Twitter    Facebook


 


 

 
Mail in a compensation request

For mechanical related delays or cancellations, send us your receipts and we will review requests on a case-by-case basis. Our mailing address is:

BC Ferries
Attn: Customer Relations
Suite 500-1321 Blanshard Street
Victoria, BC V8W 0B7

Note:  We do not provide compensation for delays or cancellations due to weather, medical emergencies, rescue operations, police incidents, or other situations beyond our control.


 

 
Cancellation, refund & error correction policies
  • If you are unable to travel after checking in at the terminal, request a refund at the terminal.
     
  • If you made a mistake when booking online, call us within the 30 minutes grace period at 1-888-223-3779 and we will make the correction at no cost. Outside the 30 minute grace period, you can call to request a refund for review on a case by case basis.
     
  • Experience Cards: any remaining, unused balance is non-refundable. More information including terms & conditions
     
  • Assured Loading Tickets (ALTs) are non-refundable and non-transferable. More information including terms & conditions
     
  • Sailing cancellations: View sailing cancellation policies


 

 
Complaint management process

Receive  –  We strive for ‘first contact resolution’ in all areas of our business. Customer complaints are received by BC Ferries’ Customer Service Centre, terminal and on board staff on a daily basis, and are usually resolved on the spot.

Record  –  When necessary, complaints are escalated to our Customer Relations department and actioned based on priority of issue and then in order received.

Investigate  –  If you have submitted a comment that requires further attention and/or investigation from our Customer Relations team, we may be in touch with further questions and/or when we have a resolution ready for you.

Respond  –  Response time can vary depending on the matter and investigation required, however, it is our goal to get back to you within 7–14 business days. Customer Relations will reach out to you via phone or email.

Escalation process  –  If you are not satisfied with the response or resolution provided by the Customer Relations team, your file will be escalated to the Director of Customer Care for review. If your file needs to be escalated further, the Vice President of Marketing & Customer Experience or the President & CEO of BC Ferries will review the complaint and provide a final response on behalf of the company.

If you feel the issue is still not resolved to your satisfaction, you may contact the BC Ferry Commissioners office by way of a written submission within 30 days of final response from BC Ferries. Include copies of all correspondence between yourself and BC Ferries, as evidence that all avenues to resolve the issue directly with BC Ferries have been taken. If the BC Ferry Commission determines the issue does not fall within their jurisdiction, they will advise you and BC Ferries.


 

 
Check lost & found

If you lost an item while travelling with us, you can direct message your lost item details to us on Twitter @BCFerries or contact a terminal directly. Terminals without a lost and found phone number will direct you to the main Customer Service Centre.

Important: Contact both terminals you travelled through as items lost on board will be sent to the ferry's home terminal.
 

Contact a terminal

Call a terminal directly to check their lost and found. To find a terminal phone number:

  • View our terminal list
  • Select the terminal you want to call then select "Find terminal".
  • Scroll down and select "Lost and found" to open contact information.


Lost and found policies

We keep wallets and purses in a secure location for 30 days. After this time, we donate any unclaimed money to charity, we return unclaimed credit cards to the card issuer, and we destroy any personal information.

We keep other items of value, such as clothing, books, glasses, umbrellas, cameras and cell phones for 15 days. After this time, we donate or dispose of unclaimed items.

 
Submit a claim

Property damage or injury

Submit a claim for incurred costs as a result of property damage or injury for which you believe BC Ferries may be responsible.

Property damage or injury claims  

Missing or damaged baggage

Claims for bags that are lost, delayed or damaged during your travel with us.

Missing or damaged baggage claims  


 


 

Visit our Vacations Centre

1010 Canada Place,
Vancouver, BC  V6C 0B9

We will be closed to walk-in visits up to and including February 5th, 2021.

We plan to re-open on February 8th as follows:

Monday – Friday: 9:30 am – 5:00 pm
Weekends and holidays: Closed


Corporate office

Suite 500 – 1321 Blanshard Street
Victoria, BC  V8W 0B7
BC Ferries Vacations Center in downtown Vancouver - picture of the building (medium)