FREQUENTLY ASKED QUESTIONS

UNDERSTANDING TRANSITION

FREQUENTLY ASKED QUESTIONS

In this section you will find the most frequently asked questions and answers from our users. Please consult the list of questions and answers before contacting us.

For which ferry routes does puertoricoferry.com currently sell tickets?

Puerto Rico Ferry currently sells tickets for the following routes:

  • San Juan <> Cataño
  • Ceiba <> Vieques
  • Ceiba <> Culebra
  • Culebra <> Vieques

Where can I buy tickets?

You can buy tickets:

  • online at puertoricoferry.com
  • through the City Experiences mobile application
  • in person at ferry terminals

Is it necessary to buy a ticket in advance?

Advance purchase of tickets is not necessary.

How far in advance can I buy a ticket?

Advance sales are limited. Agents can only sell tickets for schedules that have been published on Puertoricoferry.com and the APP.

 

RESIDENTS

Currently, residents can purchase advance tickets on the website, the APP and the ticket window. Advance ticket sales are limited to published scheduled departures. Proof of residency is required when purchasing tickets.

 

NON-RESIDENTS

Advance ticket sales for non-residents are limited to the website and APP. A limited number of tickets will be reserved for advance purchase via the website and app prior to a scheduled departure. Non-residents will be able to purchase tickets on the day of departure at the ticket window. It is recommended that passengers arrive at least one hour prior to scheduled departure. Available capacities can be found at puertoricoferry.com.

How many tickets can I buy in one transaction?

A passenger may purchase up to (5) tickets in a single transaction.

Can I purchase tickets for my vehicle through puertoricoferry.com or the City Experiences app?

Passengers wishing to purchase a ticket for a vehicle must do so in person at the ticket window. To purchase a ticket it is necessary to present a valid vehicle and driver's licence and number plate number.

If there is no ticket inventory on puertoricoferry.com, what do I do?

Depending on available capacity, passengers have the option to purchase tickets at the ticket window. Additional tickets are reserved and released for purchase on the day of scheduled departure.

How do I receive my tickets if I buy online?

If the ticket is purchased online, passengers have the option to receive their tickets by email or text message. Passengers are encouraged to share accurate contact information, such as mobile phone number or email, to receive their tickets.

I have not received my tickets, what should I do?

You can contact us at [email protected] for assistance.

If I don't use the ticket on the assigned day, can I use it on another day?

Passengers have the option to transfer a booking to another departure, either on the same day or on a future date, depending on availability. Passengers must provide a valid confirmation number that has not been previously used to rebook.

What steps should I take if I have lost my ticket?

If a passenger loses a ticket, they can provide the confirmation number they received by email or text message and an agent will be able to reprint their ticket from the counter. Passengers can also email [email protected] for assistance.

What is the ticket refund policy?

Refunds are not accepted. Passengers have the option to transfer an unused ticket to another departure.

If I buy tickets for several people travelling with me, can I resend the tickets to them?

You can access your tickets online at puertoricoferry.com. Our booking management option allows you to share tickets and itineraries with friends and family via a link, text message or email.

What happens if my trip is cancelled?

Passengers have the option to reschedule their purchased trip to a later time, depending on capacity availability. Passengers are encouraged to share accurate contact information when purchasing a ticket, such as mobile phone number or email, in order to receive automatic service updates to their preferred method of contact.

 

Refunds will be made if trips are cancelled due to unforeseen circumstances, e.g. force majeure.

Are there priority boarding passengers?

Order of priority for boarding passengers:
a. Pregnant women, senior citizens (60 years and over); persons with disabilities and veterans.
b. Bona fide residents of the islands of the municipality
c. Passengers with tickets purchased at www.puertoricoferry.com
d. Passengers with tickets purchased at the terminal ticket counter.

Valid identification must be presented at the time of boarding to claim priority boarding.

Can children travel alone?

Children under 18 cannot travel alone and must be accompanied by an adult at all times.

When I arrive at the port, what steps do I have to take to embark?

It is suggested that passengers arrive no later than one hour before the scheduled departure time. If you are boarding with your cargo, please check with the agent at the ticket counter for further instructions. All passengers must have and present valid tickets for the assigned departure date and time to the boarding agent prior to boarding.