Cancellation and Incidents

To report an instance of double-charging to us and request a reimbursement, complete our form and the Customer Service department will reimburse you as soon as possible. 

STEP 1:  Select which type of customer you are (Individual, Agency or Company): 

STEP 2: Select Claims andDouble-charging in Reason for the Request 

STEP 3: Continue filling out the form with your Personal Data, Reservation Data and Your Query so that we can find your reservation and make your reimbursement as quickly as possible. 

If you requested a compensation and don't agree with it, you can contact our Customer Service department through the form and they'll study your case on an individual basis. 

STEP 1:  Select which type of customer you are (Individual, Agency or Company): 

STEP 2: Select Claims y Disagreement with compensation in Reason for the Request: 

STEP 3: Continue filling out the form with your Personal Data, Reservation information and Your query so that we can study your case as quickly as possible. 

Once the reimbursement has been approved, you won't have to do anything else. You'll receive your reimbursement within 10-15 days. 

To report to us that you lost a personal item while on board a vessel, complete our form. The Customer Service department will let you know if we've found it and fill you in on how to reclaim it. 

STEP 1:  Select which type of customer you are (Individual, Agency or Company): 

STEP 2: Select Lost Property in Reason for the Request: 

STEP 3: Continue filling out the form with your Personal Data, Reservation Data and Your Query so that we can find your reservation and make your reimbursement as quickly as possible. 

It involves taking out a policy that covers both your outbound and return trip.It also includes your vehicle in case of an accident or malfunction. You can consult the conditions here. 

The amount of the insurance is 4% of the cost of the ticket after applying service charges and discounts.  You'll need to take out the insurance before the reservation is confirmed and paid. 

The company you'll take out the insurance with is ERGO. You must direct your reimbursement claim to them in case of cancellation (you'll find all the information you need in the policy you receive with your ticket).

If your trip has been affected due to meteorological, operational or technical reasons, we always offer you available alternatives, regardless of your fare: 

• Change port of departure and origin, always close to the original one 
• Change time from the same port or one close by 
• Change your reservation at your convenience.  

For cancellations due to adverse weather conditions or force majeure (without an alternative trip), you can either change your ticket free of charge or receive a full reimbursement.If the cancellation is not due to adverse weather conditions and you require a night in a hotel, you'll need to contact the office so they can explain to you the conditions and arrangements. 

Remember: 

• It's very important that, when making the reservation, you indicate your telephone number, which we use only to notify you regarding situations of this kind. If you included it, you'll have  received an SMS in which we explain to you what happened and which specific alternative is available or how to proceed. 
• If you purchased your ticket through a travel agency, make sure they indicate your phone number and not theirs, to ensure you receive notices if your trip changes. 
• This could entail a change in accommodation or travel time (if it requires travelling in an inferior accommodation or a longer trip, the change will be compensated).