Before you book

Thank you for choosing to sail with us. Before making your booking, there is some important information to be aware of, in addition to our Terms and Conditions.

Sailing Schedule, Disruptions and Travel Plans

We recognise we are often part of a larger journey so please consider this when planning your other travel plans, appointments, engagements, events or travel connections. 

The Cook Strait is one of the most changeable stretches of water in the world, changing from calm to rough in a matter of hours. We take the safety and comfort of our passengers extremely seriously, so changes in the weather or sea conditions may result in your sailing being delayed or cancelled. 

We do not guarantee our schedules, departure times or the duration of our journeys. These are all subject to change and may be affected by things like weather, adverse sea conditions, safety and operational requirements, orders of regulators and other events. It is important you take this into account when making your booking. 

When we do need to change or cancel a sailing, we will let you know as early as possible.  If your sailing is cancelled, we will make all reasonable efforts to accommodate you on the next available sailing. 

We will email and text you regarding any changes to the sailing you are booked on.

You can also check our Service Alertsand Arrivals and Departures information before you head to the terminal.

What can I do if my sailing has been cancelled or delayed?

Unfortunately, there are times where we need to delay or cancel sailings. We will always try to minimise disruptions to you but sometimes they happen. In addition to weather conditions and adverse sea conditions, sailings may be delayed or cancelled for other reasons - safety and operational requirements, orders of regulators and other events.

We reserve the right, for operational reasons, to change your sailing at any time up to two weeks prior to your departure date. 

When we do need to delay, change or cancel a sailing, we will let you know as early as possible. If your sailing is cancelled, we will make all reasonable efforts to accommodate you on the next available sailing. 

Please check our Service Alerts or txt and emails we send you about changes to schedules, departure times or the duration of journeys.

You can also contact us on 0800 802 802 or by emailing bookings@interislander.co.nz to find out more about any changes to the sailing timetable or to discuss changes to your sailing. 

You may have rights under consumer laws like the Consumer Guarantees Act 1993 if your sailing is delayed or cancelled. If the Consumer Guarantees Act 1993 applies, options that may be available to you include:

• being booked onto the next available sailing;
• a refund of your sailing fare; and / or
• compensation for reasonably foreseeable costs that you have experienced if your sailing was cancelled or delayed due to a reason within Interislander’s control. This will generally include mechanical issues, crew shortages/issues and operational requirements. 

If we do need to change your sailing, the rights available to you depend on the situation and will be considered on a case-by-case basis.

Events that are outside of our control (such as weather conditions, adverse sea conditions and actions of a third party) are not usually covered by the Consumer Guarantees Act 1993. 

Refunds

Please contact us on 0800 802 802 or by emailing bookings@interislander.co.nz if your sailing has been delayed or cancelled, and you would like to make a request about a refund. Our team are happy to help.

You can also check our Refund information. Please retain proof of your costs to assist with any requests you make.