Frequently asked questions
How much luggage can I bring?
Each passenger is allowed one piece of luggage and one carry-on bag. Oversized or excess luggage may incur an additional fee.
Is the ticket refundable?
Tickets are fully refundable 24h prior to your departure. Cancellation fee 25% applies. If you wish to reschedule, reach out to our staff using the phone number in your confirmation email. This has to be done 24h prior to your departure.
I suffer from sea sickness.
It can be tough traveling by sea if you are easily affected by sea sickness. Most pharmacies sell sea sickness pills over the counter and our staff usually keep some at hand aswell.
How do I book a ticket?
You can book directly on our website. Select your route, choose your travel dates, and complete the checkout. You'll receive a confirmation email with your ticket and travel details.
What are the departure times?
Most boats depart early morning around 9am (The check in time is usually an hour earlier), The early departures will reach, for example the Gili islands around 11:00am. Some departures from Bali are around noon so you will arrive at your destination later in the afternoon. Exact departure times depend on your route and you will find them in your confirmation email.
Where do the boats depart from in Bali?
Padang Bai in north-east of Bali, and Sanur further down south-east Bali.
From Padang Bai, the distance on water to Lombok and the Gili islands is faster. (This can be good if you get sea sickness easily)
Sanur is the harbour you should choose if you are traveling to Nusa Penida and Nusa Lembongan.
Do you offer shuttle transfers?
You can order shuttle bus transfer from most areas in Bali. Your driver will pick you up around 06:00 and bring you directly to the harbour.
Cancellations due to bad weather
The coast guard are in charge of cancellations. If a crossing is cancelled due to weather conditions, we give you the choice of either a full refund or taking the slow ferry. These ferries are large and can handle the waves, but the crossing is slow. (5-6 hours)
Where do boats depart from in Lombok?
Bangsal harbour in north-west Lombok is the hub when traveling between Bali and the Gili islands. There are also routes to Nusa Penida and Lombok Senggigi.
Further down south on the west coast of Lombok you have the town of Senggigi. Boats depart daily over to Bali.
Please note that there is a big ferry harbour in south-west of Lombok. Lembar harbour is used primarily for cars, trucks and material but offers slow ferry crossings to Bali (6h crossing). Our fast boats do not operate this route.
Traveling with pets?
The transportation companies and some of the islands have very strict rules regarding dogs and other animals. Inform yourself online regarding the rules. Often times it's easier if your little friend stays in Bali while you explore the islands.
What happens if we arrive late/miss the boat?
The boats depart on time and do not wait.
We cannot process any refund if you miss your boat. You can cancel your ticket up until 00:00 midnight the night before your travel. (A cancellation fee is applied)
If you find yourself stranded after missing the boat, you can look around and see if there are later departures with seats available.
What is the cancellation policy?
You can cancel your booking up until 00:00 midnight the day before your travel. A 25% cancellation fee applies to all cancellations.
The money will be refunded to the card/pament method you used when you made your booking. Usually the money is back in your account within 5 working days.
You can log in using your email and booking number under "My bookings" and navigate the cancellation options.
Can we edit/change the dates?
We try our best to facilitate changes of dates. Reach out to our staff using the phone number in your confirmation email.
Requests to edit/change departure times and dates have to be confirmed with our staff no later than 24h prior to your initial departure.
Traveling with surfboard
In most cases a small fee is agreed directly with the driver or boat staff. If you are uncertain you can call and pre arrange using number in your confirmation email.