Ticket policies and passenger assistance
Learn how to check ticket change, cancellation and refund conditions, and what to do if schedules change. Confirm the terms for your specific ticket reference.
Refund, change and cancellation conditions
For CON DAO EXPRESS tickets, distinguish between passengers changing their plans and a sailing that cannot operate. Do not cancel your ticket immediately after receiving a schedule update without first checking the available options.
| Request | Reference information | What should you do? |
|---|---|---|
| Passenger-initiated cancellation | The carrier’s guidance states a cancellation fee of 20% of the listed fare when notice is given before the 24-hour cutoff; cancellation refunds are not available within 24 hours of departure. | Submit your request early and confirm its receipt time, the fare used to calculate the fee and the refundable amount. |
| Changing the date, time or sailing | Change conditions and fees must be checked for your ticket. Do not assume every ticket can be changed free of charge. | Specify your preferred new sailing and check availability and the total fare difference before confirming. |
| Correcting a name or identification details | The requested correction and the conditions for the issued ticket need to be checked. | Send the details currently on the ticket and the correct information; do not edit the ticket file yourself. |
| Carrier cancellation due to force majeure | The carrier publishes a 100% ticket refund for operational cancellations covered by its rules. | Keep the cancellation notice and ask for confirmation of the change or refund arrangements. |
About the 24-hour cutoff: Calculate it from the departure date and time on your ticket, not just the calendar date. For a sailing scheduled at 08:00, the cutoff 24 hours earlier is 08:00 the previous day. Submit your request before this cutoff and keep confirmation that it was received.
How to request a ticket change or refund
- Have your ticket ready: booking reference or ticket number, passenger name, route, departure date and time.
- Explain your request clearly: whether you want to cancel one leg or the entire round trip, change to a particular date, or correct a specific field. For bookings with several passengers, identify exactly whose tickets need attention.
- Contact the ticket issuer: use the support channel confirmed when you purchased.
- Check the proposed solution: ask for confirmation that the request can be handled, any fees and fare differences, and the expected refund. Agree only when the details meet your needs.
- Keep the outcome: save the new ticket or cancellation confirmation. Check the journeys of any other passengers and remaining legs in the booking.
Suggested request format
Ticket reference: …
Passenger: …
Route, departure date and time: …
Request: …
Preferred new sailing or details to correct: …
Please confirm the conditions, costs and proposed solution before proceeding.
Only send additional identification documents when necessary through a verified support channel. Do not post identity card or passport images, tickets containing QR codes, or payment information in public comments.
Common situations
Are ticket changes always free?
Do not assume so. Change fees must be checked against the ticket conditions, new sailing and time of the request. Obtain confirmation of the cost before deciding.
Will changing one leg affect the other ticket?
State clearly which leg you want handled. After the request is processed, check the remaining ticket to ensure its date, time and passenger names are still correct.
Should I cancel my ticket immediately if the schedule changes?
First read the notice for your specific sailing, then check the options with the ticket issuer. A time change and an operational cancellation are separate situations that need to be identified correctly.
How long will a refund take?
The provider handling your request must confirm the timing and method for your case. Once approved, keep a record of the amount, refund method and expected receipt date so you can check progress.
What if I entered one wrong character in my name?
Tell the ticket issuer immediately and identify the character to correct. Do not change the name or identification number in the e-ticket file yourself: editing the file does not update the information in the booking system.