We're here to help

Your guide to sailing cancellations, refunds and compensation

We're here to help in the event of a sailing cancellation or significant service disruption. Find information about what happens if you have already checked in for your sailing or if your reserved sailing is cancelled on or before your day of travel.
 

View travel disruption guide 
 

Let us know what you think about the services we provide. Your feedback helps us to continually improve and stay true to our mission, vision and values.
 

Phone:
1-888-BC FERRY (223-3779)

Fax:
(250) 978-1240

From your Rogers or Telus mobile phone:
*BCF(*223)

From TTY:
Call 711 (provide toll-free number 1-888-223-3799 to Telus relay operator)

Mail:
BC Ferries
Attention: Customer Relations
Suite 500-1321 Blanshard Street
Victoria, BC V8W 0B7
 

For mechanical related delays or cancellations, send us your receipts and we will review requests on a case-by-case basis. Our mailing address is:

BC Ferries
Attn: Customer Relations
Suite 500-1321 Blanshard Street
Victoria, BC V8W 0B7

Note:  We do not provide compensation for delays or cancellations due to weather, medical emergencies, rescue operations, police incidents, or other situations beyond our control.

• If you are unable to travel after checking in at the terminal, request a refund at the terminal.
   
• If you make a mistake when booking online, you can cancel your booking at no cost within 30 minutes of booking through your BC Ferries account or the link in your booking confirmation email.
   
• We do not provide compensation for delays or cancellations due to weather, medical emergencies, rescue operations, police incidents, or other situations beyond our control. Each request is reviewed in the order it is received. We require receipts, information about which terminals you travelled through and booking reference numbers to help evaluate the refund or compensation requested. If the documentation isn’t provided at the time the request is submitted it can delay our response time. 
   
• Experience Cards: any remaining, unused balance is non-refundable. More information including terms & conditions
   
• Assured Loading Tickets (ALTs) are non-refundable and non-transferable. More information including terms & conditions
   
• Sailing cancellations: View sailing cancellation policies
   
• Travel Assistance Program (TAP): no refunds are available for TAP customers who have already travelled or paid their fare and reservation fee.

Receive  –  We strive for ‘first contact resolution’ in all areas of our business. Customer complaints are received by BC Ferries’ Customer Service Centre, terminal and on board staff on a daily basis, and are usually resolved on the spot. Submit a compliment or complaint.

Record  –  When necessary, complaints are escalated to our Customer Relations department and actioned based on priority of issue and then in order received.

Investigate  –  If you have submitted a comment that requires further attention and/or investigation from our Customer Relations team, we may be in touch with further questions and/or when we have a resolution ready for you.

Respond  –  Response time can vary depending on the matter and investigation required, however, it is our goal to get back to you within 7–14 business days. Customer Relations will reach out to you via phone or email.

Escalation process  –  If you are not satisfied with the response or resolution provided by the Customer Relations team, your file will be escalated to the Director of Customer Care for review. If your file needs to be escalated further, the Vice President of Marketing & Customer Experience or the President & CEO of BC Ferries will review the complaint and provide a final response on behalf of the company.

If you feel the issue is still not resolved to your satisfaction, you may contact the BC Ferry Commissioners office by way of a written submission within 30 days of final response from BC Ferries. Include copies of all correspondence between yourself and BC Ferries, as evidence that all avenues to resolve the issue directly with BC Ferries have been taken. If the BC Ferry Commission determines the issue does not fall within their jurisdiction, they will advise you and BC Ferries.

If you lost an item while travelling with us, you can direct message your lost item details to us on X @BCFerries or contact a terminal directly. Terminals without a lost and found phone number will direct you to the main Customer Service Centre.

Important: Contact both terminals you travelled through as items lost on board will be sent to the ferry's home terminal.
 

Contact a terminal

Call a terminal directly to check their lost and found. To find a terminal phone number:

• View our terminal list
• Select the terminal you want to call then select "Find terminal".
• Scroll down and select "Lost and found" to open contact information.

Lost and found policies

We keep wallets and purses in a secure location for 30 days. After this time, we donate any unclaimed money to charity, we return unclaimed credit cards to the card issuer, and we destroy any personal information.

We keep other items of value, such as clothing, books, glasses, umbrellas, cameras and cell phones for 15 days. After this time, we donate or dispose of unclaimed items.