Delays, disruptions and cancellations
We like to think we’re the most reliable way to get you to wherever you're going. However, due to weather, marine or operational requirement changes, sometimes delays or disruptions can occur.
On these occasions, we do our best to keep you informed; that's why we ask you for your mobile telephone number and your email address when you make a booking.
We'll always update the travel alerts on our website with information on any affected sailings and try to contact you via your mobile or email.
We strongly recommend you take out travel insurance to cover unforeseen circumstances.
All our ferries have operational limits that are strictly followed, to ensure the safety and comfort of our crew and passengers at all times. Under no circumstances will a ferry sail if the Skipper and Marine Operations Manager judge that it is unsafe to do so.
"The customer service the whole time was great. Continual contact when the ferry was delayed due to weather" N. Epsom
Weather conditions can change rapidly and sailing disruptions occur. If we need to reschedule a Great Barrier sailing you'll be contacted as soon as possible with information on proposed new sailing times.
If the weather affects your sailing day, we'll need to reschedule you to an alternative day. If there are no available spaces on the next scheduled sailing then customers previously confirmed will take priority.
Affected customers will be rescheduled to additional sailings as soon as weather permits. If this occurs, or if we need to cancel a Great Barrier sailing you'll be offered alternative sailings or a full refund.
If we need to cancel a Waiheke sailing due to the weather conditions you'll be contacted and offered alternative sailings. If these do not fit with your schedule and you wish to cancel you'll be entitled to a full refund.
If due to operational requirements your sailing is disrupted you'll be contacted and offered an alternative sailing.
Amendment and cancellation fees
Amendments and cancellation fees may be charged depending on your circumstances. If you're running late and are going to miss your ferry, please call us on (09) 300 5900 or 0800 SEALINK (0800 732 546) and let us know. That way, we can change your booking to another sailing time to avoid fees.
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 - $10 or 10% of the fare whichever is greater
- Cancellation received between 7 days and 24 hours prior to sailing - $10 or 20% of the fare whichever is greater
- Cancellation received less than 24 hours prior to sailing - $10 or 50% of the fare whichever is greater
- Failure to board – 100% of the fare
For more information see our terms and conditions