bookingonline
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callcenter

Phone
+39.0923.873813

Fax
+39.0923.593200

Mail
callcenter@usticalines.it

Hours

Mon - Thu 08:45-19:00 Sa 08:45 - 13.00

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useful information
useful information before you leave
FAQ-FREQUENTLY ASKED QUESTIONS

Is it convenient or necessary to book my trip in advance?

Each vessel has a set number of seats which varies according to type and which can not be exceeded in anyway. Therefore, it is not possible to issue more tickets than the actual number of available seats and standing is not allowed.
During holidays, medium and high season or always in the case of busier periods, it is advisable to buy your ticket in advance so as to ensure a ticket for your preferred time.

Can I book online or through your Call Centre and then pay for the ticket in an agency or a ticket office?

Reservations made by Agency or Call Centre must be paid within 3 days by bank transfer or credit card, otherwise your booking will be automatically cancelled and your seat is relisted.
Reservations made on our website must be paid by credit card at the time of booking.
Once the transaction has been confirmed, you will receive a confirmation email with a Voucher to be presented at the ticket office on the departure date and exchanged for your boarding ticket.

What is a Voucher?

A voucher is the electronic confirmation of your reservation (online, via Agency or Call Centre). The voucher, which specifies all the departure details is not valid for boarding and must be exchanged into a regular ticket at any Ustica Lines’ ticket office, but preferably at the ticket office of the port of departure. 
It is important to remember that a passenger with a voucher must arrive at the ticket office at least 30 minutes before departure.

What is an entrance ticket? Can I pay for one in a ticket office?

Some municipalities (Egadi Islands, the Aeolian Islands and Ustica) require payment for an entrance ticket, which collection is imposed on Ustica Lines on their behalf. This ticket, added to the sales price and any related supplements, will be calculated in the final price.


When is a 'reservation' fee required?

Passengers who wish to book or buy a ticket prior to the departure date, are required to pay the Company a 'reservation' fee.  The fee is applied to each leg of the voyage and is not charged if the date of purchase and the departure date on the ticket are the same.

Do you only operate hydrofoils?

Ustica Lines offers a fast maritime service for passengers.
Our fleet is equipped with three types of vessels belonging to the category "High Speed Craft" hydrofoils, catamarans and monohulls.
The type of vessel in service is dictated by operational requirements of the Company.

Is there a savings on round tickets?

There are no discounts or incentives with purchasing round trip tickets. When you wish to return on the same day, however, it is always advisable to buy your return trip to make sure you find a place at the desired time.

If I purchase a ticket should I choose the departure time or can I leave when I wish?

The valid travel documents for boarding are not "open" and always have the date and return time of departure on them. Passengers who buy tickets undertake responsibilty to respect the shown time.
If you want to change your ticket you must do so at the ticket office before the shown departure time and, subject to actual availability of seats on board, we will proceed with exchanging your ticket  and collection of a penalty fee (see next question).

Is it possible to change a ticket for a different time or departure date?

You may exchange the ticket for another of a different time and /or departure date as long as you contact us before the time indicated on the ticket.  You may then purchase another ticket, subject to availability and application of the following penalty fees:
In case of request for substitution up to 24 hours before the departure time shown on the ticket,  passengers must pay the Company an amount equal to 10% of the fare plus any new presales fees;
If the request is received on the day of departure, however before the time shown on the ticket, the passenger must pay an amount equal to 25% of the fare plus any new reservation fees.

If the trip is not made for adverse weather and sea conditions, what should I do?

In case of trip cancellation for reasons not attributable to the Company, there will be a full refund on  the ticket price. Alternatively, passengers may choose to change the day and / or time of departure  for the first available trip.
If weather and/ or sea conditions do not allow the vessel to depart, passengers who have bought tickets through an Agency, the Ustica Lines website or Call Centre or those who have left their contact details will be notified by phone, email or text message.

How can I request a refund?

Passengers who purchased tickets at a ticket office can request a refund for the value of the ticket at any Ustica Lines ticket office and will be paid back immediately.
Passengers who booked a trip through a Call Centre or on the official website www.usticalines.it  must send the request to callcenter@usticalines.it .
Passengers who booked their trip through an Agency or Tour Operator must contact their Agent or Tour Operator and ask them to send the request to callcenter@usticalines.it .

In all cases, the request must contain the reservation number, the reason for the request for refund and your full bank details in order for Ustica Lines to make payment. Refunds will be paid within maximum 2 months.

If I cannot depart and I have already purchased a ticket, how can I cancel it?

In case of a withdrawal request up to 48 hours before the departure time shown on the ticket, 10% will be retained and not refunded as well as any reservation fees;
In case of a withdrawal request up to 24 hours before the departure time shown on the ticket, 25% will be retained and not refunded as well as any reservation fees.
Passengers are not entitled to any cancellation refunds outside of these terms.

If I arrive late at the port and the vessel has just left, what will happen?

Ustica Lines is both obliged and is keen to observe all published departure times. Therefore, the Captain of the vessel can not wait for delayed passengers.
The holder of a ticket showing an expired departure date and time can not be refunded in any way. The ticket is therefore considered "unusable."

Is it possible to change a ticket for a different destination or different port of embarkation (change of journey)?

You cannot change a ticket that has already been purchased for another with a different route or destination.
Within 48/24 hours of the departure time shown on the ticket, passengers may cancel their trip and ask for a refund but will have to pay a penalty fee. With the purchase of a new ticket, any price difference will be collected or refunded.

Is it possible to change the name of departing passengers?

There are some routes that require the inclusion of passenger identification information of the person making the trip. In this case, provided that the ticket has been issued as an ordinary fare, it is possible to change the name of the passenger before the time of departure without paying a penalty fee.

How early should I arrive at the port?

Passengers must arrive at least 30 minutes prior to the departure time shown on the Ticket.

Is there such a thing as a 'day ticket' that allows me to visit more than one island within the time line that I want?

No, you can not buy a single ticket for more than one link between the islands. Each ticket contains the route, the date and the precise time.

What is a connection (“Coincidenza”)?  Does it mean I have to change vessel? Is the other vessel moored at the same pier as the one I am arriving in?

A connection means that  passengers change vessel and they may have to move to another boarding dock (always close by).
Upon withdrawal of your ticket, it is advisable to ask for the name of the vessel and any other information about possible transfer delays. In case of delay for more than 10 min. the connection can not be assured.

Is it possible to stand up when navigating? Can I ask to visit the bridge?

Our vessels can reach high speeds during navigation and can perform un expected maneuvers.
For safety reasons, passengers are obliged to remain seated during their stay on board, for safety reasons. Moreover, arriving near the port or during maneuvering, mooring and unmooring passengers are not allowed to stand.
For the same safety reasons, only crew members have access to the bridge.
Passengers are strongly advised to follow these safety procedures and to take utmost care of their children at all times.

Are there tariffs and discounts for groups?

There are tariff concessions for groups of 10 adults paying the standard ticket rate. For more information, quotes and bookings, passengers are requested to contact the Call Centre.

Are there tariffs and discounts for Senior citizens and Students?

There are no tariff reductions for these categories of users, except in the case of special agreements with certain municipalities. For more information please contact the Call Centre.

Do children under 4 years of age have to buy a ticket?

Children from 0 up to 4 years of age are entitled to free travel but they are still required to travel with a valid ticket. At the time of purchase, passengers are required to ask for an "infant ticket."

What services will I find onboard Ustica Lines' vessels?

All Company vessels have toilet facilities on board.
Some vessels (LAURA, MIRELLA MORACE, SOFIA M, CARLOTTA M, DANIELA MORACE AND DIEGO MORACE) are fitted with regulation toilet facilities specifically dedicated for people in wheelchairs. In this case services are marked with the appropriate symbol.

For additional services for people with reduced mobility please consult the information available on the website  www.usticalines.it .

All the Company's vessels have fresh drinking water on board.
Some vessels are equipped with a bar service in relation to certain routes. The Company is engaged in the activation of bar service for the entire fleet during the summer season.
For more information about the services offered on the vessel for your selected route, please contact the Call Centre.

Are animals allowed on board?

Company vessels are only intended for the transport of passengers, there are no cages or spaces intended for the transporting of pets.
However it is possible to transport pets upon purchasing an  "Animal" ticket under the following conditions:
Small animals must be kept in a suitable carrier, as well as birds in special cages, for the duration of the journey.
Animals of medium or large size, with the approval of the Captain, must be muzzled and leashed.
The Company reserves the right to request, before boarding, medical certificates attesting the animal's good health and vaccination record.

Are passengers allowed more than one bag?

Every passenger has the right to bring one free piece of hand luggage, maximum size of 60x40x20 (trolly).  For excess baggage you can purchase a "baggage” ticket at the applicable rate.
The Company and the Captain may at their discretion refuse to board baggage of a size or weight that may constitute an impediment to safe navigation.

Is it permitted to carry bulky items on board (eg pictures, television, etc. ..)?

Company vessels are only intended for the transport of passengers and do not have luggage holds. Therefore, the Company and the Captain may at their discretion refuse the boarding of objects of a size or weight that may constitute an impediment to safe navigation.

Are vessels permitted to carry bikes?

Company vessels are only able to transport passengers and do not have luggage holds. Therefore, it is not possible to take bicycles for safety reasons.