Ferries’ FAQ : Most asked questions

TABLE OF CONTENTS:

1. Can I buy ticket for passenger car with PROMY24.COM?
2. Where can I find ferry timetables?
3. Price of a ferry ticket
4. Ferry ticket
5. Payment for ferry booking
6. Before crossing
7. Booking changes and cancelations
8. When do I get an invoice?

1. Can I buy ticket for passenger car with PROMY24.COM?

PROMY24.COM specializes in cargo ferry reservations for trucks and delivery vehicles. Our offer is directed for businesses that transport goods around Europe. Considering that we do not make ferry reservations for passengers and passenger cars.

2. Where can I find ferry timetables?

Current timetables can be found by selecting the day for which you want to make a reservation in our "Your cargo booking" search engine. Our system will automatically search for the earliest time available, as well as provide you with suitable alternative solutions. In case the timetable for the chosen route does not appear or its form is irregular, please contact our office directly to obtain the necessary information.

3. Price of a ferry ticket

3.1. What is included in the price of a ferry ticket?

The majority of ferry operators add to the standard freight price certain exploitation costs, such as Bunker Adjustment Factor (BAF), a low sulphur surcharge (NS) and ETS surcharge (Emissions Trading System). In particular cases other additional charges are added to the price of a ticket, such as “gate” charge, tonnage surcharge or port tariffs. If you wish to obtain details concerning requirements applicable to particular routes, please check the prices on our website or contact our office.

3.2. What is the BAF surcharge?

Some ferry operators, in answer to increasing exploitation costs, have introduced flexible additional charges, such as the Bunker Adjustment Factor (fuel surcharge). This surcharge is added to the total freight price and depends on the length of a vehicle. The amount of this surcharge is verified every month and it increases or decreases, depending on the situation on the fuel market.

3.3. Are cabins and meals included in driver’s ticket?

It is often dependent on the duration of the crossing or the conditions offered by a given operator. In our offer we have tickets whose price includes a berth in a cabin and meals, only a berth, or neither of the two. We try to select the best options combining price and comfort, to satisfy your requirements.

3.4. Is there an extra charge for the second driver and is it necessary to declare his presence in the reservation?

Charge for the second driver depends on the conditions stipulated by the shipowner. The amount of this charge, if it is required, can easily be checked in our reservation system or you may obtain the relevant information by contacting our office.

It is always necessary to declare the presence of the second driver, even in the case where there is no additional charge, due to a limited number of berths in cabins and the necessity to control the total number of passengers on board.

3.5. What is the charge for connection to electrical energy source on board?

Connection to electrical energy source is necessary for the customers who transport on their semi-trailers a load which requires a certain temperature, e.g. groceries. In order to make it possible to transport such kind of load on a closed deck, the ferry crew connects the refrigeration unit to a source of electrical energy, which allows for its operation while the engine of the vehicle is switched off. The amount of the surcharge for such connection results from the charge imposed by a ferry operator. If you wish to obtain information on the amount of this surcharge applicable on particular routes, please check the prices on our website or contact our office.

4. Ferry ticket

4.1. What is the difference between an open ticket and fixed-date ticket?

A fixed-date ticket is issued for a particular hour. Drivers are obliged to arrive at the terminal at a given time. Fixed-date tickets which have not been used, for a variety of reasons, are not valid for the following ferry crossing.

An open ticket is valid within an established period of time, depending on a ferry line. It allows for flexibility in choosing the ferry and the driver does not have to arrive at the terminal at any specified time. Drivers with open tickets will travel on the first ferry sailing after their arrival at the terminal, provided that there is a place available.

4.2. How long are tickets valid?

Ticket validity depends on the ferry operator's conditions and on the type of a ticket. Open tickets may be valid from one to thirty days. Fixed-date tickets usually expire at the time of departure.

4.3. How do I know that my ferry booking is confirmed?

In case of open tickets booking number is sent immediately after payment is made. Customers with payment terms are excluded from this obligation.

Fixed-date tickets are assigned to specific departure and confirming place requires confirming space availability on ferry with operator.

Confirmed place for fixed-date tickets is marked as “OK”. It means that your vehicle has guaranteed space on chosen departure.

If ferry operator cannot confirm booking on chosen departure:

- Your vehicle can be put on waitlist. Waitlisted ferry reservation is marked as “WL”. This kind of booking does not guarantee place on ferry, but driver can collect his ticket based on booking number. After assessing current situation at check-in, operator decides if “waitlisted” vehicle can board.

- When your vehicle cannot keep waiting on waitlist or the list is full, PROMY24.COM team looks for alternative solution with confirmed place on different departure or different route.

5. Payment for ferry booking

5.1. How do I pay for my booking?

In case of open tickets you can complete the payment immediately after placing the order. Our website redirects you to online payment operator – Autopay, where payment is done.

In case of fixed-date tickets, we send payment link ourselves after confirming booking with ferry operator. The link redirects you to payment operator Autopay.

5.2. What payment methods are available?

Our online payment operator – Autopay allows to pay for ferry bookings by card (VISA, MasterCard) or Google Pay. Please follow website’s directions to complete payment. When Autopay confirms payment, you receive booking number from PROMY24.COM.

Payment confirmation from Autopay takes about few minutes. Traditional transfers are exception and their confirmation may come after few working days.

5.3. Is it possible to pay for the reservation at the terminal, prior to ticket collection?

Unfortunately, there is no such possibility, due to the specific way in which PROMY24.COM and ferry operators settle their accounts.

We would also like to mention that our prices are special prices and therefore may differ from the prices quoted directly by the ferry operators. If it is not possible for you to make the payment in any other way that directly at the terminal, please contact the ferry operator.

6. Before crossing

6.1. Does driver need a printed ticket before arriving in the port?

No, drivers collect a printed ticket on arrival. It is enough that when arriving at the gate in the port, the driver has the reservation number with him, which he receives in advance from PROMY24.COM.

6.2. Is it allowed to travel by ferry with a dog or a cat?

Naturally there is such a possibility with regard to most ferry connections which we have on offer. If you want to travel with your pet, there are certain requirements stipulated by shipowners, which you have to fulfill.

It is usually necessary for an animal to have a passport, valid vaccination certificates or an appropriate chip.

If you wish to obtain details concerning requirements applicable to particular routes, please contact our office.

6.3. What are lashing points?

These are simply fittings which make it possible to secure a semi-trailer by lashing it to the deck of a ferry. Lashing points and a hauling hook are indispensable if a vehicle is to be transported on board a ferry in inclement weather. In case such fittings are missing, ferry officers may not allow a vehicle to board the vessel, even if the reservation has been confirmed.

6.4. How long in advance should tickets be collected?

It depends on the ferry operator. With regard to the majority of ferries, it is 2 hours prior to departure, although in some cases it may vary, e.g. when we travel with an open ticket.

PLEASE NOTE: It is the time of ticket collection that matters, and NOT the time when a vehicle arrives at the terminal.

6.5. Driver is late. What now?

Drivers have to collect their tickets before closing time on check-in. If driver is late and it is known that he cannot make it before closing time, please contact our office as soon as possible. Ferry operators may let the driver be late and hold the ticket for him. If booking cannot be used anymore, because of being late, our team looks for next available departure. Please, note that there may be extra charges for late cancelations and late changes made in bookings.

7. Booking changes and cancelations

7.1. Is it free to cancel the ferry reservation?

Ferry booking cancelation is free of charge, unless operator’s policy states otherwise. It is important to cancel the reservation in particular time. Late cancelation may be followed by extra charges.

Some ferry operator established LATE CANCEL fee. This kind of extra charge is imposed when booking is cancel after specified time.

If the reservation is canceled after closing time, we get charged for NO SHOW. This charge is usually higher that LATE CANCEL.

There are cases when NO SHOW fee equals the value of entire ticket. This method is mostly applies to routes on Mediterranean Sea.

7.2. What is the NO SHOW charge?

NO SHOW charge is connected with using the reservation which has been made. Many ferry operators, in order to avoid having empty space on board, have introduced additional charges which serve as punishment for failure to arrive or failure to cancel the reservation.

The amount of NO SHOW charge depends on the conditions stipulated by the shipowner who introduced it. Information on NO SHOW charge, together with the information regarding the deadline for changing / cancelling the reservation will be attached to your booking confirmation.

8. When do I get an invoice?

Invoices are sent two days after using your ferry / bridge / tunnel booking. They are sent to your e-mail address which was given during registration on our website. If the invoice is missing, please contact our office via e-mail bok@promy24.com.