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Booking cancellation/change policies


Standard with Reservation (Private Vehicle Itineraries Only)

Customers pay the reservation fee on booking and pay balance on departure. The following changes are accepted online or by calling the Customer Service Centre up to time sailing is closed for advance sales:
  • Change sailing time – $5 change fee.  Changes may be made up to one hour in advance of the booked sailing, for sailings that are still open for advance sales.
  • Update booking to add feet to vehicle length (for private vehicles more than 20 ft. long only) – pay or receive refund for any price difference subject to space availability.
  • Change to bus or commercial vehicle type – customers must cancel their booking and make a new booking for correct vehicle type. Reservation fee is non refundable.
 
Changes accepted at terminal on day of departure – on payment of correct Vehicle and Passenger fares:
  • Arrived early – customers arriving in time for an earlier sailing, on the date they booked to travel, lose their reservation but may travel on the next available sailing, based on order of arrival at the terminal.
  • Arrived after reservation cut off (as specified on the booking confirmation document) – reservation lost, travel on the next available sailing, based on order of arrival at the terminal.
  • Arrived late – reservation lost, customers who arrive after they sailing has closed for loading, but on the day they booked for travel lose their reservation but may travel on the next available sailing, based on order of arrival at the terminal.
  • Remove ≤5 ft. (for private vehicles more than 20 ft. long only) – reservation maintained.
  • Remove > 5 ft. (for private vehicles more than 20 ft. long only) – reservation lost, travel based on order of arrival at the terminal.
  • Change to a different private vehicle type – reservation lost, travel based on order of arrival at the terminal.
  • Change to bus or commercial vehicle type – reservation lost, travel based on order of arrival at the terminal.
 
Cancellation:
Customers may cancel their booking at any time. If you cancel your booking within 7 days of travel, a $25 cancellation fee applies.
 

Standard (drive-up to terminal - no reservation)

Customers may travel on next available sailing based on order of arrival at terminal.  Payment for appropriate vehicle and passenger fares at check in. Reservations are always recommended for this route, as we reserve 100% of the ferry.
 

Standard Fully Prepaid (Private Vehicle Itineraries Only) – Southern Gulf Islands routes

The following changes are accepted online or by calling the Customer Service Centre up to time sailing is closed for advance sales):
  • Change sailing time – $5 change fee  Changes may be made up to one hour in advance of the booked sailing from the original port of departure for sailings that are still open for advance sales Add passengers – pay for additional passengers.
  • Remove passengers – full refund (to original form of payment) of passenger fares paid for those passengers.
  • Add feet to vehicle length (for private vehicles more than 20 ft. long only) – if space is available pay for the additional feet.
  • Remove feet (for private vehicles more than 20 ft. long only) – full refund of feet removed to original form of payment.
  • Change to a different private vehicle type -  pay or receive refund for any price difference subject to space availability.
  • Change to bus or commercial vehicle type – customers must cancel their booking and make a new booking for correct vehicle type. Reservation fee is non refundable.
 
Changes accepted at terminal on day of departure:
  • Arrived early – customers arriving in time for an earlier sailing, on the date they booked to travel, may travel on an earlier sailing, based on order of arrival, at the terminal at no additional cost (but will still pay cancellation/change fee for their original booking).
  • Arrived after booking cut off (as specified on the booking confirmation document) – customers who arrive in time for their booked sailing, but have missed the reservation cut off may travel on the next available sailing, based on order of arrival at the terminal, at no extra cost.(Will still pay change/cancellation fee for their original booking).
  • Arrived late – customers who arrive after they sailing has closed for loading, but on the day they booked for travel, may travel on the next available sailing, based on order of arrival at the terminal, at no additional cost.
  • Add passengers – pay for additional passengers – no change fee.
  • Remove passengers – full refund of removed passengers to original form of payment.
  • Remove ≤5 ft. (for private vehicles more than 20 ft. long only) no refunds – reservation maintained.
  • Remove > 5 ft. (for private vehicles more than 20 ft. long only) no refunds – travel based on order of arrival at the terminal.
  • Add ≤5 ft. (for private vehicles more than 20 ft. long only) pay for additional feet at standard price – reservation maintained.
  • Add >5 ft. (for private vehicles more than 20 ft. long only) pay for additional feet at standard price – travel on next available sailing based on order of arrival at the terminal.
  • Change to a different private vehicle type – pay any difference in price and travel on next available sailing based on order of arrival at the terminal.
  • Change to bus or commercial vehicle type – pay any difference in price and travel on next available sailing based on order of arrival at the terminal.
 
Cancellation:
Customers may cancel their booking at any time and receive a full refund less the non- refundable reservation fee component of their ticket price.


Standard Fully Prepaid (Private Vehicle Itineraries Only) – Northern Routes

The following changes are accepted online or by calling the Customer Service Centre up to time sailing is closed for advance sales.
  • Change sailing time – If you are changing your reservation outside of 30 Days prior to your scheduled sailing date, no fee applies. If you are changing your reservation within 30 Days of your scheduled sailing date, a $60 fee will apply. (Route 10 and 28).
  • If you are changing your reservation outside of 30 Days prior to your scheduled sailing date, no fee applies. If you are changing your reservation within 30 Days of your scheduled sailing date, a $30 fee will apply (Route 11).
  • Add passengers – pay for additional passengers.
  • Remove passengers – full refund (to original form of payment) of passenger fares paid for those passengers.
  • Add feet to vehicle length (for private vehicles more than 20 ft. long only) – if space is available pay for the additional feet.
  • Remove feet (for private vehicles more than 20 ft. long only) – full refund of feet removed to original form of payment.
  • Change to a different private vehicle type – pay or receive refund for any price difference subject to space availability.
  • Change to bus or commercial vehicle type – customers must cancel their booking and make a new booking for correct vehicle type. Reservation fee or cancellation fee is non refundable.
 
Changes accepted at terminal on day of departure
  • Arrived after reservation cut off (as specified on the booking confirmation document) – Customers that arrive after the reservation cut off time, but still within sailing time will be subject to be put at the end of the Waitlist.
  • Arrived late – Customers that arrive after their reserved sailing time will not receive a refund. You will need to pay again for the next scheduled sailing time and date.
  • Add passengers – pay for additional passengers – no change fee.
  • Remove passengers – full refund of removed passengers to original form of payment.
  • Remove ≤5 ft. (for private vehicles more than 20 ft. long only) refund the amount you’ve paid for the footage you are removing – reservation maintained.
  • Remove > 5 ft. (for private vehicles more than 20 ft. long only)   refund the amount of footage that is removed. Reservation maintained.
  • Add ≤5 ft. (for private vehicles more than 20 ft. long only) pay for additional feet at standard price – would lose reservation space and go to standby.
  • Add > 5 ft. (for private vehicles more than 20 ft. long only) pay for additional feet at standard price – reservation maintained.
  • Change to a different private vehicle type – pay any difference in price and reservation is lost – travel on standby.
  • Change to bus or commercial vehicle type – pay any difference in price and travel on standby (the north does not have a next sailing they can get on).
 
Cancellation:
Customers may cancel their booking at any time, prior to the sailing and receive a full refund less the non-refundable  cancellation fee.
  • If you cancel your reservation within 30 days prior to your sailing, a $60 non-refundable cancellation fee applies (Rt. 10 and 28).
  • If you cancel your reservation within 30 days prior to your sailing, a $30 non-refundable cancellation fee applies (Rt. 11).