Changing bookings
We realise that sometimes even the best made travel plans can come unstuck. For this reason, we like to be as flexible as we can when it comes to changing your ferry booking.
Changes are permitted up to one hour prior to your sailing time for Waiheke and six hours for Great Barrier Island.
Alternatively, you can click here to manage your existing bookings.
Waiheke residents: To manage existing bookings please click here or log in on your membership portal.
Waiheke Island booking changes are permitted up until one hour prior to the scheduled departure of your booked reservation. A change fee may be charged for customer-requested amendments to Waiheke Island bookings to / from Auckland Central (Hamer Street) and Half Moon Bay if changes made at the booking office or by calling our customer care team. Applicable amendments include changes to the date and/or time of sailing, and where a passenger(s) is removed from a booking. Change fees are as follows:
- Vehicles up to 5.9 metres in length: A change fee of $21.00 will apply to all vehicle booking changes which are made by calling our Customer Care Team on 09 300 5900 or in-person at one of our ticket offices. Where a change fee has been charged for a vehicle the passenger (adult, student, child, senior) change fee will not apply to those passengers travelling with the vehicle. There is no change fee for booking changes made online by the customer.
- Foot passengers: A change fee of $5.50 will apply to all passenger booking changes (adult, student, child, senior) which are made by calling our Customer Care Team on 09 300 5900 or in-person at one of our ticket offices when they are travelling as a foot passenger (not travelling with a vehicle). There is no change fee for booking changes made online by the customer.
- For vehicles greater than 5.9 metres in length: A change fee of $31.50 will apply to all vehicle booking changes which are made by the customer or their authorized representative or agent. Where a change fee has been charged for a vehicle the passenger (adult, student, child, senior) change fee will not apply to those passengers travelling with the vehicle.
Great Barrier Island booking changes are permitted up until six hours prior to the scheduled departure of your booked reservation. A change fee may be charged for customer-requested amendments to Great Barrier Island bookings to / from Auckland Central (Hamer Street) and Half Moon Bay. Applicable amendments include changes to the date and/or time of sailing (including for bookings in respect of a vehicle (up to 5.5m in length)), and where a passenger(s) is removed from a booking. Change fees are as follows:
- Vehicles up to 5.9 metres in length: A change fee of $54.00 will apply to all vehicle booking changes which are made by calling our Customer Care Team on 09 300 5900 or in-person at one of our ticket offices. Where a change fee has been charged for a vehicle the passenger (adult, student, child, senior) change fee will not apply to those passengers travelling with the vehicle. There is no change fee for booking changes made online by the customer.
- Foot passengers: A change fee of $11.00 will apply to all passenger booking changes (adult, student, child, senior) which are made by calling our Customer Care Team on 09 300 5900 or in-person at one of our ticket offices when they are travelling as a foot passenger (not travelling with a vehicle). There is no change fee for booking changes made online by the customer.
The above fees do not apply to account holders who make a booking via their accounts, or the Waiheke Residents' Deals.
Adding or removing passenger bookings
If you wish to add other foot passengers to your booking you can arrange this online for the same times as your current booking. However, if you need to reduce the number of passengers booked you'll need to talk to our Customer Service Team via email or by calling (09) 300 5900 or 0800 SEALINK (0800 732 546). Change fees may apply when making this camendment to your booking.
Changing vehicle size or height
You can change your sailing at any time prior to check-in subject to availability. We do not require your vehicle number plate just the correct length (standard vehicle is up to 5.5metres) and correct height.
So long as we have the correct length of your vehicle, trailer and any overhang or truck weight and length we can change your booking and ensure we have made your booking for the appropriate deck space. This avoids any issues when you check in.
Checking my sailing is on time
We do like to keep to our sailing schedule however sometimes conditions outside of our control do interfere. If there are weather or tide disruptions, we'll notify you and these issues will be posted on our website's travel alerts page.
Cancelling a vehicle or passenger booking
If for some reason you find that you do not require your booking (within 24hours), simply contact our Customer Service Team by calling (09) 300 5900 or 0800 SEALINK (0800 732 546).
If a confirmed/paid booking is cancelled by a passenger, we may have to charge a cancellation fee. Insurance is highly recommended. Cancellation fees apply to the total booking value and are as follows:
- Cancellation received more than 7 days prior to sailing will be either $10 or 10% of the fare whichever is greater.
- Cancellation received between 7 days and 24 hours prior to sailing will be either $10 or 20% of the fare whichever is greater.
- Cancellation received less than 24 hours prior to sailing will be either $10 or 50% of the fare whichever is greater.
- Cancellation less than one hour prior to sailing and/or failure to board – 100% of the fare.
Refunds
If you're not planning to travel with us in future our team will check what cancellation fees apply to your booking. Our terms and conditions have all the details on cancellation fees. We will do our best to process your refund quickly if that is what you decide to do.
Good service. Also, great customer service in rebooking us for the following day when our flight into Auckland was delayed. M. Braithwaite