Refunds and Compensations
Find out when you're eligible for a refund or compensation, how to cancel your booking, and how to submit a claim if your sailing is cancelled or delayed due to events within our control.
I have booked a fully refundable (Flexi Sail) ticket, how can I cancel my booking and get my refund?
If you have purchased a Flexi Sail ticket, you can cancel your sailing right up until check-in closes, one hour before your scheduled departure, and get a full refund.
You can cancel your booking by emailing our contact centre team at bookings@bluebridge.co.nz or call us on 0800 844 844.
Once cancelled within this timeframe, your booking will be eligible for a refund.
Alternatively, you can cancel your booking and apply for a refund by completing our online refund form. It can take up to 15 working days to receive your refund.
If you booked through a travel agent or third-party website, you will need to contact them directly to cancel your booking and request a refund.
Saver and Super Sail ticket types are non-refundable.
If a cancellation is made by Bluebridge for a reason within our control, but you have booked a non-refundable fare, you may still be eligible for a refund. If you have purchased a non-refundable fare type and would like to be considered for a refund on compassionate grounds, please email our contact centre team at bookings@bluebridge.co.nz with your booking reference and supporting information and documents.
My sailing has been delayed or cancelled and I have incurred additional costs as a result. How do I claim for these costs? do I claim for these costs?
You may be able to apply for compensation if you have incurred extra costs because your sailing was delayed or cancelled due to an event within Bluebridge's control. This generally includes crew shortages or operational requirements or issues.
Events outside out control, such as weather conditions or actions by third parties, are not usually covered under the Consumer Guarantees Act 1993.
If there is a disrupt, we will contact you as early as possible via the contact number and contact email address given on your booking.
If your sailing is cancelled, we will make all reasonable efforts to place you on the next available sailing. In the event of capacity constraints after cancellations, standby lists will run via each terminal location for affected passengers across subsequent sailings.
Making a claim
If your sailing has been delayed or cancelled and you would like to have your request for compensation reviewed, please email applications@bluebridge.co.nz with your booking reference and copies of any relevant receipts.
Costs you may be able to claim for can include (but are not limited to):
- Accommodation while waiting for an alternative sailing
- Additional travel costs for alternative arrangements
We will review all claims for compensation, however not all costs may be eligible for compensation. Each situation is assessed on a case-by-case basis.