Ferry Ticket Changes, Cancellations & Refunds

In this section, we provide a summary of the policy of ferry companies regarding ticket cancellations, refunds and booking modifications. Each ferry company has its own policy. We also provide an outline of the rules on passenger rights as detailed by the relevant authorities. Company policies and passenger rights are determined by the ferry operators and the relevant authorities and not by Ferryhopper. Therefore, Ferryhopper is not liable for any modification of these policies and rules.
Ferryhopper has its own terms of use, which you can read here. Before you pay for your tickets, you will be asked to read and agree to the terms and conditions of both Ferryhopper and the ferry company you are traveling with. We are legally obligated to follow these policies regarding issuing, changing and canceling ferry tickets and we cannot make any exceptions to these rules.

Regarding cases where you are required to pick up your paper tickets before the trip, please remember that the cancellation process is different if you have already collected them. The process also differs if you have already checked in online and got your boarding card.
For more detailed information on ticket cancellations, refunds and modifications please read the companies’ policies.

In this section we provide a summary of the policy of ferry companies regarding ticket cancellations and refunds. We also provide an outline of the rules on passenger rights as detailed by the relevant authorities. Company policies and passenger rights are determined by the ferry operators and the relevant authorities and not by Ferryhopper. Therefore, Ferryhopper is not liable for any modification of these policies and rules. For more detailed information on ticket cancellations and refunds please read the companies’ policies.

Ιf you book your ferry tickets through our platform, you will be fully covered by the cancellation policy of the ferry company/ies you are traveling with. Please note that Ferryhopper is obligated to follow these policies and cannot make any exceptions.

Regarding cases where you are required to pick up your paper tickets before the trip, please remember that the cancellation process is different if you have already collected them. The process also differs if you have already checked-in online and got your boarding card.

If you have any further questions, please do not hesitate to contact us or the ferry company. Our customer support team will be more than happy to answer all your questions!

In order to cancel your ferry tickets you need to make a cancellation request at least 24 hours before your ferry is scheduled to depart. You can request a cancellation through the My Booking section on our website.

Once you have canceled your booking you will get a refund, which is provided by the ferry company(ies) you had booked your trip with. Please note that Ferryhopper applies a small cancellation fee of €6 (euros) per booking. The refundable amount will be returned to the same card you used during your purchase, usually within the next 2-7 business days. The transaction currency used on our website is the euro (€). Ferryhopper is not responsible for the difference between the exchange rate at the time of the initial transaction and at the time of the cancellation.

*** Important note: according to the policy of some ferry companies, if paper tickets are required for boarding and you have already collected them, you must return the tickets in order to receive your refund. This policy is applied by the ferry operators and Ferryhopper is legally obligated to follow it. Scans or photos of printed coupons are not accepted. Please also note that the refund amount depends on the policy of each ferry company. ***

If you have already picked up your paper tickets and you wish to cancel them, you have to return them in one of the following ways:

• If you are outside of Athens (e.g. on an island), you can return your tickets to any local travel agency that collaborates with the ferry company you booked your trip with. You can find the contact details of all ticket collection and return points by clicking on the link in your booking confirmation email. The travel agent will stamp and cancel your tickets. Once this is done, they are required to either keep the canceled tickets and give you your refund or give you the canceled tickets, so that you can return them to our offices in Athens and receive your refund through Ferryhopper.
• If you are still in Athens or planning to visit after your trip, you can return your tickets to Ferryhopper’s offices at Thessalonikis 147, Moschato 183 46, Athens (Mon-Fri, 10:00-18:00 and Saturday 10:00-15:00). Our team will cancel your tickets and process your refund request.
• If you can’t return your tickets in person, you can send them to Ferryhopper by courier or post. In this case, you have to request a cancellation in any of the following ways: by contacting us in chat, or through the My booking section on our website. We will notify you by email as soon as we receive your tickets and issue your refund. If some time has gone by and you haven't received an email from us, please do not hesitate to get in touch. Our mailing address is:
  Ferryhopper
  Thessalonikis 147, Moschato 183 46,
  Athens, Greece

We strongly recommend sending your tickets via registered post. Please note that Ferryhopper is not responsible for the loss of your tickets in the post.

Kindly note that the applicable cancellation policy depends on when we receive the tickets.

You may not be able to get a refund for your ferry ticket in the following cases:

• Some types of ferry tickets (e.g. special offer tickets) are non-refundable and non-amendable. This is clearly stated before you pay for your ticket.
• If your cancellation request is not made within the cancellation deadline of the ferry company.
• Some ferry companies require that you pick up your paper tickets before traveling. If you have already collected them, then you will have to return them in order to receive a refund. You can find detailed information on how to return your tickets here.

Ticket refund policies are determined and applied by the ferry companies and not by Ferryhopper. These policies are clearly stated when you are booking your ticket. Ferryhopper also has its own terms of use. Before you pay for your tickets, you are always asked to read and agree to the terms and conditions of both Ferryhopper and the ferry operator. You should read the terms carefully and make sure that you fully understand them before you make your payment.

Please note that Ferryhopper is obligated to follow the policy of each ferry company regarding refunds and non-refundable tickets. We understand that this is frustrating and we have tried to convince ferry companies to change their policy. Nonetheless, we cannot make any exceptions to these rules.

We offer two options to change your booking:

Online Chat

You can contact our customer service team via chat to assist you with the modification. Change requests are processed during business hours, subject to the ferry company’s ticket modification policy and availability. Our customer service hours are:

Monday - Saturday: 08:00-19:30, Sunday: 08:00-17:30 (EEST)

Self-Service Modification

Ferryhopper offers an innovative self-service option for trip modifications, available with certain ferry companies. You can modify your booking online in the My booking section under "Make changes to your booking", without contacting our customer service team.

Please note that Ferryhopper charges a modification fee of €6 per request. This fee is waived for passengers who have added the Support Plus service to their booking. If the new tickets are more expensive than your original ones, it’s required to pay the price difference.

If your ferry’s departure is scheduled within the next few hours, please check the ferry company's policy, as modifications may not be allowed. You can always modify your booking by visiting one of the ticket offices or travel agencies located at the departure port. Their addresses and contact information are included in your booking confirmation email. ​

Important note

If you have already picked up printed tickets, you must visit our offices or a travel agency in person to return the tickets before making any changes.

You can convert your ticket to an open-dated ticket by making a request through the ‘My booking’ section on Ferryhopper’s website.

Open-date tickets are valid for 3 months up to 1 year. The starting date can be your initial departure date, the issuance date, or the date your tickets were converted to open. Please note that these tickets can only be used with the same ferry company you originally booked with.

For some ferry companies that do not offer the option to receive your new tickets electronically, you'll need to pick up your paper tickets from our offices in Athens. Our team will inform you during the conversion process if this applies to you. It is also important to mention that open tickets are generally non-refundable in case of cancellation.

Lastly, please note that not all ferry companies offer the option to convert tickets to open-date tickets, and if they do, there is a specific time limit within which you can make this conversion.

According to the General Data Protection Regulation (EU) 2016/679 (GDPR), if you wish to change or cancel a ticket on behalf of another passenger, you must contact us from the same email address or phone number used for the booking. Ferryhopper is obligated to comply with this regulation, in order to ensure the safety of your personal data. Therefore, if you don’t contact us from the same email address or phone number, we will not be able to process your request. We are committed to guaranteeing our customers’ privacy.

In case the email address or phone number used during the booking is not available anymore, we may require additional information in order to verify your identity and proceed with your request. We may also ask for additional information if you wish to change the email address or phone number you have provided.

Each ferry company has its own cancellation policy. If you cancel your tickets, you will receive a refund according to the policy of the ferry company(ies) you have booked with. The amount you will be refunded depends on how much time remains between the cancellation and your departure. In order for us to be able to process your cancellation request according to the terms of the ferry operator, you have to inform us at least 96 hours before your scheduled departure. Please note that a cancellation fee of €6 (euro) per booking applies.

Below, you can find a short overview of the ticket cancellation policies that apply in each country. Please bear in mind that there might be small differences in each ferry company's refund terms and conditions.

GREECE

1. 100% refund if the cancellation is requested 16 days before the scheduled departure
2. 75% refund if the cancellation is requested 9 days before the scheduled departure
3. 50% refund if the cancellation is requested 3 days before the scheduled departure

SPAIN

1. 90% refund if the cancellation is requested 32 days before the scheduled departure
2. 80% refund if the cancellation is requested 4 days before the scheduled departure

ITALY

1. 90% refund if the cancellation is requested 32 days before the scheduled departure
2. 70% refund if the cancellation is requested 9 days before the scheduled departure
3. 50% refund if the cancellation is requested 4 days before the scheduled departure

ITALY - GREECE ROUTES

1. 90% refund if the cancellation is requested 32 days before the scheduled departure
2. 70% refund if the cancellation is requested 9 days before the scheduled departure
3. 50% refund if the cancellation is requested 4 days before the scheduled departure

Each ferry company has its own cancellation policy. If you cancel your tickets, you will receive a refund according to the policy of the ferry company(ies) you have booked with. The amount for which you will be refunded depends on how much time remains between the cancellation and your departure. In order for us to be able to process your cancellation request according to the terms of the ferry operator, you have to inform us at least 24 hours before your scheduled departure. Please note that a small cancellation fee of €6 (euros) per booking applies.

Please bear in mind that there are differences in each ferry company's refund terms and conditions. In most Greek companies, passengers are entitled to a full refund if they make a cancellation request up to 7 or 14 days before departure, in Italian companies they usually are entitled to a 90% refund up to 30 days, and in Spanish companies they are either entitled to at most 90% refund or a full refund up to 3 days or 24 hours before departure.

Kindly note that if you make a cancellation request through "My booking" less than 24 hours and outside of our working hours, you will not see any refundable amount, even if you are entitled to a refund according to the ferry company's policy. In those cases, our customer service team won't be able to handle your request on time, and you are highly recommended to directly contact the ferry company or visit a local agency.

Refunds are always issued to the same credit / debit card that you used for your booking. Depending on your bank, it usually takes 2-7 business days for the refund to be processed and for the funds to appear in your bank account.

It is important to be careful when you fill in the passenger details during booking in order to avoid typos and spelling mistakes. The standard procedure for changing a booking is to cancel the issued ticket and book a new one with the correct details.

On domestic routes, ferry companies may be more lenient when it comes to spelling mistakes and it is unlikely that you will encounter a problem during boarding. However, if you are traveling internationally or have purchased discounted tickets, you may not be allowed to board the ferry. You should thus make sure that all passenger details are written exactly as they appear on your personal documents. In case of a totally different name filled in, we advise you to contact us so that we can check what the possible options are.

Please also ensure that you have provided the correct email address and phone number so that we can send you the booking confirmation email and contact you in case of last-minute changes to your trip (e.g. due to bad weather conditions, strikes, etc.)

As long as the type of vehicle is correct and your trip is on a domestic route, you will most probably not encounter any issues during boarding.

The standard procedure for changing a booking is to cancel the issued ticket and book a new one with the correct details. However, some ferry companies allow for a direct modification of the license plate number. In such cases, we can update the details for you, with a €6 modification fee, subject to garage availability. For international travel, having the correct license plate number is essential, and you may be denied boarding if the details are incorrect. Therefore, it is important to ensure all information is accurate.