Service disruptions on other routes
The information on this page is specific to travel in one direction from Horseshoe Bay to Departure Bay. Please see our helping you during a service disruption page for information about service disruptions on all other routes.
Due to the ongoing construction project at Horseshoe Bay terminal, there will be changes in arrangements in the event of a service disruption for vehicle travel from Horseshoe Bay to Departure Bay.
What to expect when your booked sailing is cancelled
We will make every effort to load you onto the next available sailing where space is available. You may be directed to leave the terminal, make a new booking and return within the check-in window of your new booking due to the reduced vehicle capacity at the terminal during the ongoing construction work.
If we can not accommodate you on the next sailing, you will automatically be issued a refund and directed to leave the terminal.
We will be in contact to let you know if we are able to fit you on an alternate sailing later in the day.
If you were notified that your booking is cancelled in advance of checking in, you will automatically be issued a refund. If you still wish to travel, you may make a new booking.
Making a new booking
During the construction project, online bookings can be made up to 30 minutes before scheduled departure for sailings from Horseshoe Bay to Departure Bay.
If your booking was cancelled due to a service disruption but you still wish to travel, you can make a new booking online. Please note, if you are travelling from Horseshoe Bay to Departure bay, you will not be able to travel without a booking.
Leaving and returning to the terminal
As space in the terminal's vehicle holding area has been reduced, you may be directed to leave the terminal and return within the check-in window for your new booking.
Directions to exit and return to vehicle ticketing
- Take the exit lane to the right behind the ticketing building
- Turn left on Horseshoe Bay Dr
- Turn left on Marine Dr (overpass)
- At the roundabout, take the 4th exit and drive back across Marine Dr (overpass)
- Turn right on Horseshoe Bay Dr
- Enter Highway 1
Directions to exit and return to vehicle ticketing
Follow the instructions for exiting vehicle ticketing to get back onto Highway 1, then:
- Exit Highway 1 at exit 4
- Take the left lane and turn left on Headland Dr
- Turn right on Westport Rd
- Take a hard right on Highway 1 slip road
- Exit highway 1 at exit 3 returning to Horseshoe Bay Vehicle Ticketing
Nearby amenities
If you’ve rebooked your travel on a later sailing, you can visit Caulfeild Village while you wait to check-in for your new booking. Its location provides easy access back to the highway to return to vehicle ticketing.
Google maps directions to exit vehicle ticketing to Caulfeild Village
Google maps directions to return to vehicle ticketing from Caulfeild Village
Refunds and payment
Refund timelines
If you were issued an automated refund due to a cancelled sailing, it can take between 5–7 business days for the refund to appear on your credit card statement.
If you were issued an automated refund due to a cancelled sailing, it can take between 5–7 business days for the refund to appear on your credit card statement.
If you were offered another sailing
If you're inside the terminal when your sailing is cancelled, and we can accommodate you on the next available sailing, you will not be charged any additional costs, regardless of the fare you paid for your original booking.
If you decide not to travel
If you were offered space on the next available sailing due to a service disruption, but no longer wish to travel, you can request a refund at the terminal before you exit the terminal.
Compensation
If a service disruption within our control (e.g. mechanical issues, crew availability, human error) prevented you from reaching your final ticketed BC Ferries destination on the same day as planned, please see our compensation policy for more details on submitting requests.
Other resources
Horseshoe Bay travel changes
Learn more about other travel changes at the terminal during the construction project.
Service notices
Latest updates on the service from Metro Vancouver to Vancouver Island.