Schedule Change & Vessel Policy
Fast boat travel in Indonesia depends on the sea. Weather, tidal conditions, and vessel maintenance can require operators to adjust departure times or substitute vessels — sometimes at short notice. This policy explains exactly what happens when your scheduled trip changes, what your options are, and what you are entitled to. Our guiding principle is simple: you should never be worse off because of a change you didn't ask for.
1. Why Schedules Change
Departures may be rescheduled, and vessels may be substituted, for reasons including:
- Weather and sea conditions: High swells, strong winds, or port authority warnings. Safety always comes first, and the captain and operator have the final say on whether a crossing runs.
- Vessel condition and maintenance: When a vessel requires inspection, repair, or scheduled dry-docking, it is taken out of service and an alternative must be arranged.
- Harbor and tide restrictions: Some harbors are only accessible at certain tide levels, which can shift departure times.
2. How and When We Contact You
When a change affects your booking, we contact you at least 24 hours before your scheduled departure — and earlier whenever the operator informs us earlier. We reach out on the WhatsApp number and email address from your booking, so please keep them reachable in the days before you travel.
For same-day disruptions caused by sudden weather, we contact you as soon as the operator informs us.
3. Alternative Arrangements We Offer
Before asking you to change anything, we search for the best available alternative:
- A comparable vessel on the same route, as close as possible to your original departure time;
- Where necessary, a departure from a nearby harbor or with a different trusted operator;
- Where available, an upgrade to a better vessel or service class.
You are never obligated to accept an alternative — every option we offer comes with the choices described below.
4. Fare Differences
If the alternative we offer has a different fare than what you paid:
- Lower fare: We refund you the difference (a partial refund) to your original payment method — automatically, without you having to ask.
- Higher fare: We ask you first. You can accept the alternative and pay the difference, or decline it. You will never be charged extra without your explicit agreement.
- Free upgrade: When your reservation is eligible and space allows, we move you to a better vessel or service class at no additional cost. No action is needed from you.
5. If No Alternative Works for You
If we cannot find an alternative you are happy with, you receive a full refund — 100% of what you paid, to your original payment method. Refunds are typically processed within 7–14 business days, depending on your payment provider, and you will receive a confirmation once processed.
6. Your Options at a Glance
- Accept the alternative — travel on the new vessel or schedule; any fare difference is settled per section 4.
- Choose a different date — reschedule to another departure at no change fee, subject to availability.
- Decline — receive a full refund of all amounts paid.
7. Relationship to Our Refund Policy
This policy covers changes initiated by the operator or by Sailtix. Cancellations you request yourself are governed by our Refund Policy, including its force majeure provisions. Where the two policies overlap, the terms more favorable to you apply.
8. Contact Us
If you have questions about a schedule change or want to discuss your options, contact us via our Contact page or at support [at] sailtix [dot] com — include your booking code for the fastest help.