Reservation, modification and cancellation policies
Reservation
- Advance reservations are required year-round, both for passengers traveling on foot and by bicycle.
- The information required for the reservation is:
- The name and age category of all passengers travelling
- The height of your vehicle
- The exact length of your vehicle, if it is over 21 feet (including any trailer or object exceeding the normal length of the vehicle)
- Your credit card (full payment for your crossing is required at booking) - When reserving your crossing, you must provide contact information so we can reach you in the event of a schedule change. It is important to provide the correct information (telephone, text, or email), as this is how Customer Service will contact you if your crossing is delayed or cancelled.
Modification Policy
- If you have made a reservation online, you can access your online file at any time to modify it free of charge up to 3 hours before your scheduled departure.
- If you have made a reservation by phone, you can change it only by contacting customer service at 1 888 986-3278, free of charge until the day before your departure, depending on the opening hours of the reservations.
- You can change your reservation as many times as you want. If you do this before 3 hours before departure, no charge will apply. If the travel date is modified, the new date must be found within the availability calendar displayed.
- It is not possible to resell a reservation (change the name of the person responsible for the reservation).
This is what is considered a modification:
- Adding or removing a vehicle
- Modifying the type or the size of a vehicle
- Adding, modifying or removing a passenger
- Modifying a route (departure time or date)
Here are the details of the modification policy and the fees that may apply:
| More than 3 hours before departure |
Less than 3 hours before departure |
After departure* (no-show) |
|---|---|---|
|
Free of charge |
$25.00 Fee |
$75.00 Fee |
- No refund will be made once your crossing is completed. It is therefore important to verify the accuracy of the information on your boarding pass and the fees that have been charged.
- If you need to change the dimensions of your vehicle when you check in on the wharf, here's how our modification policy and consequences apply.
*These repayment terms apply up to 7 days after the scheduled departure date. Beyond this period, no refund will be issued.
Cancellation Policy
In case of cancellation of a booking, the following fees will apply:
| Cancellation type | More than 3 hours before departure |
Less than 3 hours before departure |
After departure* (no-show) |
|---|---|---|---|
| Complete (the whole booking) |
Refund less |
Refund less |
|
|
Partial |
Fully Refunded |
Refund less |
Refund less |
*These repayment terms apply up to 7 days after the scheduled departure date. Beyond this period, no refund will be issued.
To view all the terms and conditions, click here.
Procedure – Last-minute reservations in emergency situations
Do you need to leave the Islands for an emergency and there are no spots left on the ferry?
Let’s clarify what is considered an emergency:
- A medical appointment (with an exact date) off the Islands
- Death of an immediate, first-degree relative*
Here’s the procedure to follow:
1. You must have at hand a doctor’s note clearly indicating the date of the medical appointment or a notice of death issued by a funeral home.
2. You must send your doctor’s note as soon as the appointment has been made at This email address is being protected from spambots. You need JavaScript enabled to view it.
3. Your request will be evaluated by the reservations manager and processed within 24 hours.
4. Your spot on board will be reserved for the closest possible date to your medical appointment or the funeral service you will be attending.
Please note:
- In the event that we cannot vacate a spot for you on the desired departure date, you may check our website or with the reservations department at any time to see if a spot has become available on your preferred date.
- If a date shows as available and the reservations department is closed, you can reserve the spot online and call us within 24 hours to be reimbursed for the initial reservation.
*Requests made within 7 days following a death are considered urgent.
