Travel advisory: Multiple advisories in effect⁠. Check before you travel.

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  1. Revised Schedule - Northern Adventure - Adverse Weather - View details
  2. Sailing Cancellations - Salish Eagle and Revised Schedule - Salish Raven - View details
  3. Safe travel this summer - Last updated September 10, 2021 - View details


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

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

 


 


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  


 

 
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 open for walk-in visits effective Monday, June 14.
Hours of operation will be:

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


Corporate office
Closed to the public until further notice.

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