FAQ

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Travel questions

What do I need to know to travel

Can I depart from one port and return to another? -+

Yes, this is possible. You can reserve your return ticket with different departure and return ports.

Can I travel between Croatian ports? -+

No, currently it is not possible to travel between Croatian ports. Trips are only available between Italy and Croatia/Slovenia or Vice versa.

What is a travel document number? -+

When referring to a travel document number, generally that is the passport number or Identification card (ID) number.

Can I travel with my driving license or residence permit? -+

No, your driving licence is not recognised by the border control authorities as a valid travel document.

The only travel documents which are accepted are your Passport or an Identification card (ID card).

Identification cards can be used as a valid travel document if you hold a valid Identity card from an EU Country.

Should you be in possession of a residency permit for an EU country, this can be used as a travel document only if presented with your valid passport.

Are children allowed to travel unescorted? -+

Children under the age of 16 are not permitted to travel without being accompanied by an adult which should be a parent or a legal guardian.

What if my child will be travelling with somebody else’s parents? -+

Venezia Lines does not impose any restrictions to minors to travel without their parents, so it is possible for a minor to travel accompanied with an adult (18 years or over) other than the parents.

However since the travel between both countries is regulated by international border control, any member of such government body may request presentation of specific documentation such as a legal document authorised by the minor’s parents or legal guardians allowing them to travel with the said passengers.

Unfortunately such controls are beyond Venezia Lines’ authority and cannot be anticipated and as such should embarkation be denied due to failure to present such documentation, the passengers in question will not eligible for refunds.

At what does check-in start and close? -+

In all ports check-in starts 60 minutes before departure and closes is 15 minutes before departure.

Before departure passengers should ensure that no variations have taken place concerning the vessel’s time and date of sailing indicated on the ticket. Therefore a booking confirmation 24 hrs before departure both on the outgoing and the incoming voyages are recommended.

Passengers are reminded that if for any reason they fail to perform check-in or board the vessel in the times stipulated above, their ticket is automatically cancelled and not refundable

Can I take luggage with me on the ship? -+

Yes all passengers are entitled to carry 1 (one) hand luggage of not more than 56cm x 45cm x 25cm in size and 10Kg in weight.
Please note that the hand luggage must include the handbag, briefcase, laptop, shop purchases, camera etc.

However please note that it is strictly forbidden for passengers  travelling on a Day trip ticket (Istria-Venice-Istria or vice versa) returning in the same day, to carry any check-in luggage.

Passengers are entitled to take Check-in Luggage only if they are travelling with One way or Return tickets.
Check-in luggage is limited to 1 (one) piece of no set size or weight. This is included in ticket price and does not need to be announced at booking stage.

Should you wish to take more than 1 piece of luggage you can reserved extra luggage at booking stage at an additional cost of €10.00 per piece per leg or during check-in at an additional cost of €20.00 per piece per leg.

For more detailed information on your luggage allowance please click here.

 

Can I send a piece of luggage for a relative to pick it up on arrival? -+

For safety reasons and customs regulations we cannot accept any unattended luggage.

 

Can I store my luggage in port? -+

In Venice San Basilio there is a storage luggage facility however this is not always open and needs to be reserved in advance. For more information you can contact +390415334734.

Please note that this service is not provided by Venezia Lines.

In all other ports there are no luggage storage facilities.

Can i travel with my vehicle? -+

On all connections between Venice and Croatia/Slovenia we can transport only passengers.

Can I travel with a bicycle? -+

Yes, you can take your bicycle with you at a supplement of €10.00 per trip.

Our vessels have limited space for bicycles so we suggest that you book in advance on our online system in order to avoid disappointment.

Please note that bicycles are not to be considered as luggage even if they are carried in appropriate bags, luggage or boxes. These and are subject to the additional supplement charge and need to be announced.

Can I take my pet with me? -+

Yes you can take your cat or dog with you, however with restrictions.

  • All animals must be in possession of the international passport for animals and should be in possession of all vaccines required by both the point of origin and the destination port.
  • Cats need to be transported in appropriate cages.
  • Dogs cannot be larger than 60 cm in length and 50 cm in height (from head down).
  • All dogs must be in possession of a leash and a mouth muzzle. A leash wrapped around the mouth of the dog is not considered as a mouth muzzle.
  • All animals have to be announced at time of booking.
  • It is important to know that you may not be seated next to your pet during your the voyage.
  • The Master of the vessel may, at his discretion and in the interest of the other passengers, may disallow boarding of the animal irrespective if it is properly announced or in possession of all required documentation or vaccines. In such situations The Company will not be liable to refunds of the animal and neither the passenger tickets.
Is smoking allowed during the trip? -+

Smoking is not permitted on all Venezia Lines vessels.

Is there wifi onboard? -+

Unfortunately our vessels are not equipped with internet facilities.

Is it possible to get a coffee during the trip? -+

Yes our vessels are equipped with a fully stocked bar  which serve tea, coffee, water, juices, soft drinks, alcoholic drinks as well as small snacks such as croissants, toast, sandwiches, chocolates and sweets.
All payments on board can only be made in cash and we accept both Euros (€) and Croatian Kuna.

Can we bring food with us on to the ferry? -+

Yes you can bring your own snacks on the ferry, however rest assured that you will find a wide variety of items available at our bar at reasonable prices.

Do you have a duty free shop on ship? -+

No duty free is no longer available on routes between Venice, Croatia and Slovenia.

Are there any restrictions for passengers with special needs? -+

Passengers with special needs are to advise us of any requirements when effecting a reservation.
During step 2 of the booking process your requirements can be indicated in the “Special assistance” field in the supplement section.

  • If passengers are not self reliant, we require them to travel with an able bodied accompanying person aged 16 years and over.
  • Reduced mobility passengers may travel on our vessels as long as they are accompanied by an able bodied accompanying passenger aged 16 years or over.
  • Wheelchairs, Electric wheelchairs and walking frames can be carried free of charge.
  • Due to space restrictions on the vessel, Mobility scooters cannot be accepted on the vessel.
  • Our cabin crew will be happy to provide required assistance, however, they are not allowed to provide medical services such as administering injections.
For safety reasons cabin crew cannot lift passengers or assist with personal hygiene.
What are my travelling rights? -+

We would like to inform our passengers that the terms and conditions of our company fully comply with rights of passengers when travelling by sea regulation (EU) No 1177/2010.

The regulation can be viewed on the following link:

http://eur-lex.europa.eu/Notice.do?mode=dbl&lng1=en,it&lang=&lng2=bg,cs,da,de,el,en,es,et,fi,fr,ga,hu,it,lt,lv,mt,nl,pl,pt,ro,sk,sl,sv,&val=553926:cs

Who can I contact if I need assistance with regards to my passenger rights? -+

You may contact the national enforcement body for your country if you have any questions regarding compensation legislation in the European Union.

http://ec.europa.eu/transport/themes/passengers/air/doc/2004_261_national_enforcement_bodies.pdf

Booking procedure

What do I need to know to make a booking

How can I book a ticket? -+

If you have a credit card, we recommend that you book your tickets online. It is really easy. Tickets can be booked on our website with our online booking system which can be found on the homepage under the title “BOOK NOW”. Just enter the desired route and date, then follow the easy steps as indicated.

You are not committed to anything until your are asked to pay and insert your credit card details, after which the final “Continue” button on the payment screen will appear and once pressed your booking confirmation will initiate.

If you do not wish to book online, feel free to email us on sales@venezialines.com or to call us at any of our call centres.

You can also make a booking through your nearest travel agency.

Finally, if you prefer not to book in advance you can book your tickets at the port just before departure. We do remind you that availability is not guaranteed for purchases made in port especially during the months of July, August and September, and we do advise all our passengers to book in advance.

Should I buy the tickets in advance or can I get them from the office when we get there? -+

It is possible to purchase a ticket prior to departure in all ports however availability cannot be guaranteed and as such we always recommend that you purchase your ticket online prior to your travelling date in order to guarantee available.

 

Can I make a reservation over the phone/email and then pay during check-in? -+

No, unfortunately in order to confirm a booking, payment needs to be effected prior to the departure. Should you not wish to buy a ticket online from our website you can send us all your details via email and we will perform the booking on your behalf. We will then offer you two payment solutions:

  1. We will send you a credit card payment link via email where you can  finalise the payment by yourself using your credit card.
  2. We will send you an invoice for payment in order for you to pay via bank transfer.
    When effecting payments via bank transfer if you are paying from a Euro zone and you are paying from a SEPA country we please ask you to select “Shared” as your method of payment.
    If you are paying from outside the Euro zone and your bank is not within the SEPA bank regulations, all bank charges should be paid by yourself.
    Venezia Lines will not finalise a booking if less funds are received due to bank charges. In such cases balance of the funds will have to be paid prior to departure.
What if i don’t have my passport details, or my passport is being renewed at the time of the booking? -+

The travel document number is required as information for a travelling passenger as per the international regulation COUNCIL DIRECTIVE 98/41/EC of 18 June 1998 [S.L.234.25].

Should your travel document number be unavailable at the time of booking, the booking can be completed by inserting a letter “x” in the travel document field. In such cases we kindly ask you to contact us on sales@venezialines.com in order to update such data once it is available to you.

please note that the change of travel document number does not impose any amendment fee and can be done at any time by contacting us prior to your travelling date.

Can I reserve a specific seat? -+

Venezia Lines operates a ’free seating’ policy on board all vessels.
Our vessels are equipped with 280 seats in economy class and 30 seats in VIP class.

Seating is on first come first served basis and as such Venezia Lines is not in a position to guarantee adjacent seating to all passengers, especially those travelling in large parties. Therefor the earlier a person is on the vessel the better the choice of seating one will have.

VIP class is a more exclusive and is limited to only 30 seats with other added benefits such as panoramic views, more comfortable seats, free beverage and others. Click here to find out more about travelling in VIP class

Do I have to pay for a child ticket? -+

Infants up to age of 3.99 years travel for free on all routes.

Children from 4 to 13.99 years have a discount of 50% on ticket price (taxes and fuel surcharges excluded).

Please note that all children including infants need correct documents for travelling and need to be announced.

How can I pay? -+

For online bookings, tickets are always charged in Euros (€) notwithstanding your country of origin.

Payment can be made online using the following credit cards. On your credit card statement, the charge will be shown as “Venezia Lines Limited”

You can pay in cash in all our ports. In the ports of Venice and Slovenia only Euros (€) are accepted, whilst in the Croatian ports you may pay in Euros (€) or Croatian Kuna.

Credit cards payments in port can only be done in Venice and  Porec.

Why was my credit card declined? -+

In most cases this is caused by inserting the wrong number, expiry date or CCV number. Please make sure that you check all of your details carefully. Venezia Lines uses a secure authorisation process to check credit cards.

If you are sure you entered all your details correctly and you have enough funds in your card, we recommend contacting your card issuer or using another card.
How do I know my booking is confirmed? -+

Once you have completed your booking you should see our “Congratulations page”.

On this page you can view the following:

  • Booking number: Please take note of this number since it is the most important number for you to take note of.
    The booking number is similar to the following format 171-123456
  • Booking Resume: This contains a breakdown of what you booked. You can print this if you need although it is not needed for travelling purposes.
    The booking resume number is similar to the following format BR172-789012
  • Fiscal receipt: This is a receipt for the payment which you just submitted.You can print this if you need although it is not needed for travelling purposes.
    The fiscal receipt number is similar to the following format FR173-456789
  • Travel Ticket: These are individual travel tickets containing the travel information such as departure time and address of the port.
    Ideally you print these tickets for travel.
    The travel tickets will be similar to the following format 171-123456ABC

Please note that an automatic email confirmation will be sent to you with all the tickets attached.

I am sure I did the booking but did not receive an email with the tickets, do I book again? -+

ABSOLUTELY NOT!

We kindly urge you not to do a booking again. If you are sure you made a booking and you viewed our final “Congratulations page” then the booking is confirmed.

It is impossible for us to monitor if a passengers makes more than one booking for the same date so once a new booking is done and needs to be cancelled we would need to apply the regular cancellation policy.

The Venezia Lines email with your ticket may be found in a SPAM or JUNK folder. Please ensure to check these folders in your mail program. If you still cannot locate our email please send us an email on sales@venezialines.com or contact us on +38552422896.

We can send you a new ticket at no extra cost.

Do I need to print my ticket or I can present it on my phone during check-in? -+

Printing your travel ticket is the easiest way to perform a fast check-in as this would help us find your booking in the fastest way possible, however it is not a must since we do not collect this ticket upon check-in.

Alternatively you can save your email or ticket on your smart phone and present this upon check-in.

If you have neither of the above during check-in don’t worry as long as you inserted all your information during booking correctly we will locate your booking.

Please remember though that the booking contains important information regarding the departure time, location and important conditions for you to know.