FAQS

Frequently asked questions

Tickets

How can I book my tickets?

You can book your tickets directly with us either by coming to our offices at the Valletta Cruise Port Terminal, Pinto Wharf in Floriana, via our website ponteferries.com . Our Ponte APP will be launched soon.

You will receive a ticket (either in print or in electronic form) when placing a booking with us.

Ticket prices depend on the chosen date of departure and, if travelling with your own vehicle, on the dimensions of the vehicle you will be using. Ticket prices are listed on our website and available from our offices. Prices are inclusive of VAT and other taxes.

What is required for my booking to be accepted?

Your booking will only be accepted subject to your agreement to our Terms and Conditions.

In order to book your ticket, you must provide your full name, date of birth, passport number and/or identity card number. It is your duty to provide us with the correct information. We reserve the right to ask you for any other information we may require, including (but not limited to) your contact number and your email address. We shall not be liable for any issues that may arise as a result of your providing us with incorrect details. It is the passenger’s responsibility to check carefully the booking details/travel documents and to inform the travel agent should any inaccuracies be found. Acceptance of booking remains subject to applicable codes and legislation, as well as authorisation for carriage by the relevant authorities at loading and/or discharging ports.

How long before departure do I need to be at the port for check-in?

Foot passengers must be present for embarkation at least one hour before departure. Passengers travelling with vehicles must be present for embarkation at least one and a half hours before departure time.

Embarkation may be denied to passengers and/or vehicles arriving after the set time. Check-in closes half an hour prior to every departure. It is your responsibility to be at the designated place and time for check-in prior to departure, as stipulated on your ticket, and to be seated in the area of the vessel indicated on the boarding ticket provided to you prior to departure. If you have pre-selected your seat (at a charge) upon booking, you should proceed to your chosen seat.

No refund will be issued if you fail to arrive at the designated place and time prior to departure.

Is there a loyalty scheme?

There certainly is!

For each Euro spent travelling with us, you will earn a point. Once redeemed, the points can be used as a discount on your future trips with Ponte. The points accumulated will earn you discounts and offers which can be used on passenger and pet tickets across all ticket categories (not applicable to vehicle tickets).

Can I change my reservation?

Unless otherwise advised, you have the right to amend and/or cancel your booking with us via our website, by phoning us directly, or by visiting our offices during office hours at Valletta Cruise Port Terminal, Pinto Wharf Floriana. This depends on the type of ticket purchased.

You can amend the date and/or time of your booking if this is done at least forty eight (48) hours prior to the time of departure. When such changes are made, you will be charged the price difference if the original ticket price is lower than the price of the ticket on the amended date.

You can also transfer a booking to any other person, provided that you notify us of the transfer at least forty-eight (48) hours prior to the time of departure. The transfer must be made by the person responsible for the original booking. There will be no charge for changes in name. If there are additional costs associated with the transfer, you must pay these in full at the time of the transfer. The person to whom the booking is transferred must fulfil any criteria that the original booking holder had to fulfil, and the former will be subject to these Terms and Conditions as if s/he had been the original booking holder.

Can I sail if I have a medical condition?

Passengers with a medical condition, for which they have not sought professional advice, are asked to inform a member of our staff prior to departure.

How do I pay?

Tickets must be paid when the booking is made. We accept cash and card payments. Cash payments are only available if the booking is made directly at our offices.

We reserve the right to change the price of the tickets for any given day. You will not be affected by any changes in the price if you have already purchased your ticket. However, you shall not be entitled to the reimbursement of the difference in price should the fare be lowered.

Fuel surcharge may be applied from time to time at our discretion.

Unless otherwise specified, prices are not inclusive of meals during any given trip.

Which documents do I need to bring with me when travelling with Ponte?

You will need:

  • Your ticket, either in printed form or in electronic form on your smartphone, will need to be presented before boarding the ferry. It is your responsibility not to lose your tickets. No refunds will be issued for lost tickets.
  • You will also need other travel documentation needed, including a valid passport or identity card, and immigration visas or border formalities where the latter are applicable. Failure to present the aforementioned documents will result in your boarding being denied without being refunded.

We will not be held responsible should you lack the necessary documents or not observe the necessary formalities and are, as a result, denied embarkation at the port of origin or disembarkation at the port of destination. You may be requested to compensate us for any eventual damages and expenses, including the issuance of a return ticket, if this is applicable.

Can my child travel unaccompanied?

If your child is between the ages of 12 and 18, they can travel alone. Parents/legal guardians are kindly asked to fill the Unaccompanied Minors Travelling Form.

The form must be presented at the check-in desk prior to departure. Children under 12 years of age cannot travel unaccompanied.

Are pets allowed on board?

Yes! Domestic cats, dogs and rabbits may travel on board the vessel as long this is declared at the booking stage. All pets travelling on board the vessel shall have a valid pet passport together with all the necessary vaccination certificates and other documents which may be required at law in order to travel.

When booking, you are to indicate whether your pet will be accompanying you throughout the voyage or whether it will remain in your vehicle during the voyage. If you choose to keep your pet with you, you shall remain in the designated Pet Area of the vessel. All dogs are required to wear a muzzle, and cats shall travel in a carrier.

It should be noted that the crew may, at their own discretion, ask you to keep your pet in one of the indoor or outdoor dedicated holds.

We reserve the right to refuse the boarding of pets, whether they are being kept in a vehicle or in the Pet Area, on any given voyage.

We bear no liability whatsoever arising from the carriage of pets on board the vessel. Whilst it is suggested that vehicles be fully ventilated in the case of pets travelling in such vehicles, it is up to the owner to ensure that their pet is fit for travel, taking into account all conditions of travel including inclement weather.

Do I get a refund if I cancel my booking?

Yes. When cancelling a booking, you are entitled to a refund of the unused portion of the ticket, subject to the following conditions:

i. Passengers cancelling less than 72 hours before sailing are not entitled to a refund, but may rebook with no penalty;

ii. Passengers not checking in on time for departure or not embarking for any reason are not eligible for refunds, partial or otherwise, of the amount paid, but the ticket may be rebooked;

iii. Vehicle tickets are not refundable. Vehicle tickets not utilised on the booked date shall be cancelled and not refunded;

iv. Passenger tickets purchased with special offers are not refundable.

What if I need special assistance on board?

If you have a disability or have reduced mobility, we will be happy to offer you any assistance you might require without any additional costs, both when embarking and disembarking as well as on board the ferry (as specified in Annexes II and II to Regulation 1177/2010 of the European Parliament and of the Council of 24 November 2010).

Kindly let us know at the time of booking your ticket what your specific needs will be, whether they are related to seating or any other service you might require (including bringing any special equipment or service dog on board the ferry).

You are also to phone us on +356 27998989 or by emailing us at reservations@ponteferries.com to let us know about any assistance needed, not later than 48 hours before you travel with us. You are also requested to be at the designated point at the port terminal where you are to announce your arrival and request assistance at least one (1) hour before embarkation time.

Safety

Safety

The safety of the ferry and those on board is of paramount importance to us. For safety and security reasons, we may request a search of passengers and inspect your luggage before boarding and once on board.

The master of the vessel may, at his or her discretion and in the interest of the passenger, disallow boarding.  Embarkation is not on a first come first served basis, but is dictated by safety and logistical considerations.

If it appears to the Company and/or the master of the vessel that a passenger is:

i. for any reason whatsoever unfit to travel; or

ii. likely to endanger his/her health or safety; or

iii. likely to endanger the health or safety or impair the comfort of others on board,

we and/or the master shall be entitled at any time to take any of the following courses of action as appears appropriate to us, namely to:

a. require the passenger to take any diagnostic medical tests prior to embarkation and submit such results to us and/or the master of the vessel;

b. refuse the embarkation or disembarkation of the passenger at any particular port;

or

c. disembark the passenger at any port; or

d. transfer the passenger from one berth to another; or

e. confine the passenger to a cabin, room or other appropriate place on the vessel; or

f. administer first aid and administer any drug, medicine or other substance or to admit and/or confine the passenger to a hospital or other similar institution at any port, provided that the master considers that any such steps are necessary.

What happens in case of a shipping incident?

If you suffer a loss as a result of death or personal injury caused by a shipping incident, we will, within 15 days of the identification of the person entitled to damages, make an advance payment sufficient to cover immediate economic needs on a basis proportionate to the damage suffered. In the event of a death, the payment will not be less than €21,000. This advance payment does not constitute a recognition of our liability and may be offset against any subsequent sums payable to you.

In the event that you suffer a loss as a result of death or personal injury caused by a shipping incident, we will be liable to the extent that such loss does not exceed SDR (Special Drawing Right) 250,000. We will not, however, be liable for such loss as a result of death or personal injury if such loss results from an act of war, hostilities, civil war, insurrection or a natural phenomenon of an exceptional, inevitable and irresistible character, or if the loss was wholly caused by an act or omission done with the intent to cause the incident by a third party. If the loss exceeds SDR 250,000, we will be further liable unless the loss occurred without our fault or neglect or the fault or neglect of our staff. Our liability shall in no case exceed SDR 400,000.

We shall also be liable for any loss you suffer as a result of the loss of or damage to cabin luggage or any other luggage, including articles and vehicles carried by us, where such a loss is caused by a shipping incident.

For the purposes of this clause, a “shipping incident” means a shipwreck, capsizing, collision, or stranding of the ferry, explosion or fire on the ferry, or a defect in the ferry

What happens if I lose my luggage or my luggage is damaged?

In the event of lost or damaged luggage, you must give us written notice:

i. In the case of cabin luggage, before or at the time of your disembarkation, and for all other luggage, before or at the time of its re-delivery, and

ii. In the case of damage to luggage which is not apparent, or loss of luggage, within 15 days from the date of disembarkation or re-delivery, or from the time when such re-delivery should have taken place.

If you fail to provide us with such written notice, We shall presume that you have received the luggage undamaged. You are not, however, required to give us written notice where we have undertaken a joint inspection of your baggage with you.

Any action for damages arising out of the loss or damage to luggage shall be barred by the lapse of 2 years.

Please refer to Our Terms and Conditions for more details.

Cancelled service or delays

What if my trip is cancelled or departure is delayed?

We may need to cancel, delay or reschedule a ferry service due to adverse weather conditions which may endanger the safe operation of the ferry. These conditions include but are not limited to strong winds, heavy seas, strong currents, extremely high or low water levels, tornadoes or floods, or for safety or technical reasons.  The cancellation, delay or rescheduling of a service may also be required in the case of a force majeure event, including, but not limited to, war, the threat of war, terrorism, fire, industrial disputes, pandemic, natural disaster, nuclear disaster and other extraordinary circumstances that prevent the ferry from sailing.

We will do our best to inform our passengers as soon as possible of any cancellation, delay or rescheduling of our service. For this reason, it is your responsibility to ensure that we have your correct contact details.  Passengers should, before departure, ensure that there have been no changes to the vessel’s time and date of sailing indicated on the ticket. Therefore, a booking reconfirmation 24 hours before departure both on the outgoing and the incoming voyages is recommended.

We shall not be responsible for the provision of the remedies in the event of a cancellation, delay or rescheduling of a ferry service due to weather conditions or a force majeure event.

In the event of a cancellation or a delay in departure for any other reason, you will be informed of the situation as soon as possible, and in any case not later than 30 minutes after the scheduled time of departure, and of the estimated time of departure and estimated time of arrival as soon as that information is available. If you miss a connecting transport service as a result of a cancellation or delay, we will, where appropriate, make reasonable efforts to inform you of alternative connections. If you have a disability or reduced mobility, you will receive this information in an accessible format.

Please consult Our Terms and Conditions for more details.

What is prohibited to bring on board?

It is strictly prohibited to bring dangerous goods and firearms on board the ferry, and all dangerous goods (as defined in the International Maritime Dangerous Goods [IMDG] Code, as amended) shall be declared to us when booking, in accordance with the applicable requirements.

Vehicles with liquid gas must be declared when purchasing tickets. Failing such declaration, such goods will be refused passage. LPG (Liquefied Petroleum Gas) vehicles should have gas storage and associated systems built to standards equivalent to the Road Vehicle (Construction and Use) Regulation 1986, as amended. Motor vehicles propelled by LPG may be carried in the cargo spaces, provided that (i) the ignition is switched off; (ii) the tank is not full, so as to ensure no possibility of spillage; and (iii) the gas is contained in a cylinder or cylinders with valves which should be closed when the vehicle is in position on board the ship. Kindly ensure that all cylinders and pipes are fitted properly and securely.

Do I get compensation if my trip is delayed or cancelled?

Where we reasonably expect the ferry service to be cancelled or delayed in departure for more than 90 minutes, you will be offered

re-routing to the final destination, under comparable conditions, at the earliest opportunity and at no additional cost. Should such re-routing not be possible, you will be offered reimbursement of the ticket price and, where relevant, a return service free of charge to the first point of departure.

 

Our liability in this regard shall be strictly limited to the above specified remedies.

Information and Complaints

Should you have any queries or concerns about our service, you are requested to immediately contact any member of staff. If your queries and/or concerns are not resolved, you have the right to file a complaint within two (2) months from the date on which the service was performed or when the service should have been performed.

Any queries or complaints that you wish to raise should be sent to us either via email at info@ponteferries.com or made by phoning us on +356 27998989 during normal office hours.

If you remain unsatisfied with the manner in which we handled your complaint, you reserve the right to submit a complaint form with the Malta Competition and Consumer Affairs Authority.