This article will outline how to request a refund or compensation for your booking, explain how refund amounts are calculated, and provide guidance on eligibility criteria and timelines.
Requesting a refund
There are two ways you can request a refund, via My Account or Manage my Booking, or by contacting us and ask 'Talk to a person 👤'.
You should request a refund via My Account or Manage my Booking if:
You have a refundable fare and you want to cancel your entire booking.
You should request a refund by contacting us and ask 'Talk to a person 👤' if:
You are unable to request a refund via My Account or Manage my Booking.
You have a refundable fare and you want to cancel part of your booking.
The ferry partner has cancelled or changed your booking and they have advised you to contact us regarding a full or partial refund.
You have a complaint and want to request a refund.- The ferry operator has caused schedule changes or delays, and you are seeking compensation or a refund.
How to request a refund via My Account or Manage my Booking:
Log in to your booking via My Account or Manage my Booking.
Click 'Cancel Booking'.
Click the green 'Send' button.
Accept or reject the refund amount.
Remember, only request a refund via My Account or Manage my Booking if you want to cancel your entire booking. If you want to request a refund for any other reason, contact us and ask'Talk to a person 👤'.
How to request a refund by contacting us and ask 'Talk to a person 👤':
Contact us and ask 'Talk to a person 👤' to connect with an agent.
Provide your AFerry/Ferrysavers booking reference number.
Let us know why you are requesting a refund.
An agent will look into your request and provide further guidance.
Calculating refund amounts
If you request a refund for your booking, the refund amount will be calculated based on the terms and conditions of your booking, unless you are requesting a refund due to a schedule change or complaint. Eligibility for refunds may also depend on specific scenarios such as booking modifications, schedule changes, missed sailings, unused tickets, or insurance coverage. For example, partial refunds may be issued for unused portions of tickets or if you purchased KOALA insurance.
If you request a refund via My Account or Manage my Booking, the refund amount will be calculated by our booking system using your booking terms and conditions.
If you request a refund by contacting us and ask 'Talk to a person 👤', an agent will calculate the refund amount using your booking terms and conditions or by speaking to the ferry partner, depending on your reason for requesting a refund.Refunds are typically processed within 3–5 business days after approval, though timelines may vary depending on the operator and specific circumstances.- Refunds for bookings with KOALA insurance are processed through your AFerry account, and you must accept the quoted refund amount to complete the cancellation.