FREQUENTLY ASKED QUESTIONS
What is the ticket policy?
- All ticket transfers must be made at least one (1) hour prior the ticketed departure time.
- Tickets may only be transferred two (2) times.
- There will be no refunds for failure to transfer tickets as outlined by the new transfer policy.
- Passenger arrival – 1 hour prior to departure.
- Boarding gate closes 10 minutes before departure.
- For additional passenger information and our policy and procedures, visit us at https://www.puertoricoferry.com/
- All ticket sales are FINAL, no refunds.
Which ferry routes does puertoricoferry.com currently sell tickets for?
Puerto Rico Ferry currently sells tickets for the following routes:
- San Juan <> Cataño
- Ceiba <> Vieques
- Ceiba <> Culebra
- Culebra <> Vieques
Where can I purchase tickets?
You can purchase tickets:
- online at puertoricoferry.com
- through the City Experiences mobile app
- in person at Ferry Terminals
Do I need to purchase a ticket in advance?
Advanced ticket sales are not required.
How far in advance can I purchase a ticket?
Advances ticket sales vary by time and date. Agents are only able to sell tickets for schedules that have been posted publicly via Puertoricoferry.com and on APP.
RESIDENTS
Residents are currently allowed to purchase advance tickets from Website, APP and Ticket Window. Advanced ticket sales are limited to scheduled departures that have been posted. Proof of residency required when purchasing tickets.
NON-RESIDENTS
Advanced ticket sales for non-residents are limited to Website and APP only. A limited number of tickets will be reserved for advance purchase via web and app in advance of a scheduled departure. Non-residents will be able to purchase tickets the day of departure from the ticket window. Its recommended passengers arrive at least 1 hr. before scheduled departure. Available capacities can be found via puertoricoferry.com.
How many tickets can I buy in a transaction?
A passenger may purchase up to (5) tickets in a single transaction.
Can I purchase tickets for my car through puertoricoferry.com or the City Experiences app?
Passengers looking to purchase a vehicle ticket are required to do it in person via the ticket window. A valid registration, Driver’s license, and License Plate number is required to purchase ticket.
If there is no ticket inventory on puertoricoferry.com, what do I do?
Based on available capacity passengers have the option of purchasing tickets at the ticket window. Additional tickets are reserved and released for purchase day of the scheduled departure.
How do I get my ticket if I buy it online?
If a ticket is purchased online passengers have the option to receive their tickets via email and or text message. It is encouraged that passengers share accurate contact information such as mobile phone number and or email to receive your tickets.
I have not received my tickets. What do I do?
You can contact us at [email protected] for help.
If I do not use the ticket on the day it is assigned, can I use it on a different day?
Passengers have the option of transferring a reservation to another departure either on the same day or future date pending availability. Passengers are required to provide a valid confirmation number that has not been previously used for re-booking.
What steps do I take if I have lost my ticket?
If a passenger loses a ticket, they can provide their confirmation number that was received either via email or text and an agent will be able to reprint your ticket from the ticket window. Passengers can also send email to [email protected] for assistance.
What is the ticket return policy?
Refunds are not accepted. Passengers have the option of transferring an unused ticket to another departure.
If I bought tickets for several people traveling with me, could I forward the tickets to them?
You can access your tickets online at puertoricoferry.com. Our Manage Booking option allows you to share tickets and itineraries with friends and family via link, sms text or email.
What happens if my trip gets cancelled?
Passengers have the option of rescheduling their purchased trip to a later time pending capacity availability. It is encouraged that passengers share accurate contact information upon purchasing a ticket such as mobile phone number and or email so you can receive automatic service updates to your preferred method of contact.
Refunds will be provided if trips are cancelled due to unforeseen situations such as, but not limited to, force majeure events.
Do any passengers have priority boarding?
Prioritized order for passengers’ boarding:
a. Pregnant women, elderly (60 years or more); persons with disabilities and veterans
b. Bona Fide Residents from the Municipality Islands
c. Passengers with tickets purchased at www.puertoricoferry.com
d. Passengers with tickets purchased at the terminal box office
It’s required to present a valid identification at boarding in order to enforce boarding priority.
Can children travel alone?
Children under the age of 18 cannot travel alone and must be accompanied by an adult all times.
When I arrive at the port, what steps do I take to board?
Its suggested that passengers arrive no later than 1 hr. prior to their scheduled departure time. If you are boarding a vessel with your cargo, please check in with the ticket booth agent to receive additional instruction. All passengers must have and present valid tickets for their assigned departure date and time to the boarding agent prior to boarding.