FREQUENTLY ASKED QUESTIONS

UNDERSTANDING THE 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.

General

Can I travel with my service animal?

Puerto Rico Ferry welcomes guide dogs or service animals on our premises. All service animals must wear appropriate service attire and documentation must be provided to support that the animal is a service animal. For island service tickets: use the "additional" option to add a free ticket for your service animal to your order.

Do you have any missing items?

To report items left on board, contact [email protected] or visit a Puerto Rico Ferry ticket office. For the safety of all passengers and crew, do not leave any personal items unattended while on board or in berths.

Do you need a negative COVID test before traveling?

Proof of negative COVID is not required for travel on Puerto Rico Ferry. For more information on COVID travel policies in Puerto Rico, please visit this link.

Tickets

What is the ticket refund policy?

Refunds will not be provided for any reason.

  • Passengers only tickets will be exchangeable for another trip for only 24 hours after the original trip departs.
  • Cargo tickets will be exchangeable for another trip for only 48 hours after the original trip departs.
  • If the exchange does not take place during the timeframe no exchange will take place.

Can I exchange my ticket? 

  • Cargo tickets will be exchangeable for another trip for only 48 hours after the original trip departs.
  • If the exchange does not take place during the timeframe no exchange will take place.
  • Refunds will not be provided for any reason.

Do I have to pay for hand-carried items?

Yes, for Island Service (travelling between Ceiba, Vieques and Culebra), each carry-on item requires a ticket. This can be added during the ticket purchase process. Please check the list and price of carry-on items.

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.

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?

Up to one (1) hour prior to a ticket’s scheduled departure, 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.

I bought tickets for Culebra/Vieques but there were no return tickets available, can I buy them the same day in Culebra/Vieques?

Passengers are strongly encouraged to purchase tickets in advance. Depending on available capacity, passengers have the option to purchase tickets at the ticket office. Additional tickets are reserved and released for purchase on the day of scheduled departure.

What time does the box office open/close?

Each terminal opens one hour before the first scheduled departure and closes with the departure of the last ship.

Boarding

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.

Can I bring my bike onboard?

Yes, bicycle tickets are available for purchase online through the app, the website and the three terminals located in Vieques, Ceiba and Culebra. Select 'bicycle' under Additional Options - Items' during the checkout process.

Cargo

Can I exchange my Cargo ticket?

  • Cargo tickets will be exchangeable for another trip for only 48 hours after the original trip departs.
  • If the exchange does not take place during the timeframe no exchange will take place.
  • Refunds will not be provided for any reason.

Can I buy a ticket for my rental car?

You may not purchase a vehicle ticket for a rental car. You must show a valid driver's license and car registration to purchase vehicle tickets.

Can I buy a cargo ticket online?

Passengers wishing to purchase a ticket for a vehicle must do so in person at the ticket window. A valid vehicle registration, driver's license, and license plate number are required to purchase a ticket.