Flexi Sail tickets

If you have purchased a Flexi Sail ticket, you can cancel a sailing on your booking right up until check-in closes (one hour before your departure) and receive a refund.

You can cancel by:

• Emailing bookings@bluebridge.co.nz
• Calling 0800 844 844
• Visiting our passenger terminal

Alternatively, you can cancel a sailing and apply for your refund by completing our online refund form. It may take up to 15 business days to receive your refund.

Important:

• If you have a return sailing, please let us know whether you want both sailings cancelled.
• If your Flexi Sail booking was paid for by a credit or debit card, the card payment fee is non-refundable.
• Refunds or credits are not available if a sailing on a Flexi Sail booking is not cancelled before check-in closes (one hour before departure).

Saver and Super Sail tickets

Saver and Super Sail ticket types are non-refundable.

However, if Bluebridge cancels your sailing and you are unable to travel with us at a later date, you will be eligible for a refund regardless of your fare type. In this situation, you can apply for your refund by completing the online refund form.

Travel agent and third-party website bookings

If you booked your sailing through a New Zealand or international travel agent, or a third-party website, you'll need to contact them directly to make any changes to your booking or request a ticket refund. This also applies to compassionate refunds.

Compassionate refunds

We understand that sometimes unforeseen circumstances can prevent you from travelling. 

If you've purchased a non-refundable fare, a refund may be considered on compassionate grounds in certain situations, such as:

• serious medical circumstances
• bereavement of a family member

Compassionate requests are assessed on a case-by-case basis and are not guaranteed.

To be considered, please email bookings@bluebridge.co.nz with your booking number and relevant supporting information as soon as possible.

Supporting documentation (such as a medical certificate or funeral notice) is required to verify the request.

My sailing has been delayed or cancelled, and I have incurred additional costs. Can I claim reimbursement?

You may be able to apply for compensation if you have incurred extra costs because your sailing was significantly delayed or cancelled due to an event within Bluebridge's control (for example mechanical issues, crew shortages, or operational requirements).

Disruptions caused by events outside our control, such as weather conditions or actions by third-parties, are not usually covered under the Consumer Guarantees Act 1993.

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.

Travel agent and third-party bookings

If you booked through a travel agent or third-party website:

• refund and booking changes must be made through your agent, but
• compensation requests for additional costs incurred due to a significant delay or sailing cancellation may be submitted directly to Bluebridge.

Making a compensation claim

If your sailing has been significantly delayed or cancelled and you would like to have your request for compensation reviewed, please email applications@bluebridge.co.nz with your:

• booking number
• copies of all relevant receipts and supporting documentation
• your bank account details.

Costs you may be able to claim

Costs you may be able to claim for can include (but are not limited to):

• accommodation while waiting for an alternative sailing
• reasonable additional travel costs for alternative arrangements.

All claims are reviewed on a case-by-case basis. While we’ll review each request, not all costs may be eligible for reimbursement.

Information required to process your claim

To assess your claim, we’ll need copies of all supporting receipts and documentation for all expenses you are claiming.

Please note:

• GST receipts are required where applicable.
• Bank account details are needed to arrange payment if your claim is approved.

New Zealand bank accounts
Please provide:

• Bank name
• Bank account name
• Bank account number

International bank accounts
If reimbursement is required to an international bank account, please provide:

• Bank name (Wise and Revolut accounts are not accepted)
• Bank’s physical address
• Bank account name
• Bank account number
• SWIFT or IBAN code (your bank can provide this)
• Currency your bank account accepts
• Your physical home address

We require these details because our bank is unable to process payments without them.