Management of bookings due to the impact of COVID-

Has your trip been affected by the new mobility restrictions adopted by the government? Was your booking for travel between March 19th and November 30th, 2020? If the answer is yes, we can offer you the following possibilities:

ANSWERS TO YOUR VOUCHER QUESTIONS

1. How do I obtain a voucher?
   Passengers with Baleària tickets can get a voucher for the value of their booking from the form HERE. For passengers with tickets on the Almería-Melilla and Málaga-Melilla routes, go to the Help form on the website (type of client > Individual; Enquiry > My Bookings; Specify More > Covid Voucher)
    
2. Until when can I request the voucher?
   You have until 30 November 2020, to request the voucher.


3. Can I request the voucher outside the state of alert?
   Yes, this can be requested for MINI, REDUCED and FULL fare bookings.


4. What happens after filling out the form?
   After filling out the form, you will receive a voucher with a tracking number by email.
    
5. What happens if I don't receive the email with the voucher?
   If you don't receive the email with your voucher, please check your spam folder.
    
6. I checked my inbox and spam folder and I still haven't received the voucher. What can I do?
   If you still have not received the email after some time, please contact our Call Centre at the number that appears in theHelp section on our website.
    
7. I entered my tracking number on the form and the returned message is The tracking number does not exist. Please enter a valid tracking number.
   In this case, it means that your tracking number is incorrect. Check the tracking number. It could mean part of the number is incorrect or there are too many or too few characters.
    
8. I entered my tracking number on the form and the returned message is The tracking number does not meet the voucher conditions.
   In this case, it means that the booking associated with this tracking number might not fall within the dates established as a condition for generating the voucher or that your tracking number is outside the period of the established conditions. Please contact our Call Centre at the phone number listed in the Help section of the website.
    
9. What happens if I made my booking through a travel agency?
   In this case, you will need to contact the travel agency that processed your booking.
    
10. What happens if I had a group booking?
    If you made your booking through Baleària's groups department, please contact our Call Centre at the phone number that appears in the Help section of the website.
11. What is the amount of the issued voucher?
    The voucher will be for the same amount as your cancelled booking.
     
12. How do I redeem the voucher?
    You can redeem the voucher by calling the BaleàriaCall Centre or by visiting a Baleària ticket office after the state of alert is over. You can find the Call Centre number in theHelp section of the website.
     
13. How long is the voucher valid for?
    The voucher is valid for one year, starting from the initial date of the redeemed trip.
     
14. Until when can I request the redemption of the voucher?
    After 14 days from the end of the state of alert and its extensions, the voucher may no longer be redeemed. The redemption will be subject to the rate applied to your booking.
     
15. For which services can I redeem the voucher?
    You can redeem the voucher for new ferry bookings with Baleària.
     
16. Do I have to use the voucher to make a booking for a route different from the initial one or can I use it for another?
    You can redeem your voucher for travel on any Baleària route.
     
17. Until when can I travel with the voucher?
    You can travel for one year, 12 months starting from the initial date on which you should have travelled.
     
18. If the booking includes several passengers, who can use the voucher?
    Any passenger that appears on the booking can use the voucher, as long as they indicate the tracking number and the name and surname of the holder.  
     
19. Can the voucher holder be changed so that another person can use it?
    Yes, as long as that person is on the initial booking.  
     
20. What happens if, when making a new booking, the amount is more than my voucher balance?
    In this case, you will have to pay the difference between the amount of the booking through the standard payment methods.  
     
21. What happens if when making a new booking, the amount is less than my voucher balance?
    The amount of your new booking will be subtracted from your voucher balance and the difference will be your outstanding balance.
     
22. Can I use the voucher to book different trips?
    Yes. If you have not used up the total amount of the voucher, you can use it on as many bookings as you like until the total amount is exhausted.
     
23. Who can obtain the voucher?
    Any Baleària passenger with a booking to travel initially, on any of our routes, between19 March and 30 November, who was unable to travel or whose trip was cancelled can redeem their booking for a voucher of the equivalent amount.


24. What do I need to redeem my voucher?
    The ID of the booking holder and the tracking number.  
     
25. What happens if the date on which I want to travel is still not available?
    If the dates when you want to travel are not available, don't worry. You can keep checking our website for availability.
     
26. What happens if I bought my ticket through an agency?
    Contact your travel agency. They will request the voucher for you.
     
27. What happens if I generate a voucher and it turns out I am able to travel on my planned date?
    Generating a voucher does not imply the cancellation of your booking. If your ferry is not affected by the cancellations, you can travel as planned. In any case, the amount of your voucher will change since it will be recalculated when you want to redeem it, taking into account the trips you have made on the booking associated with the voucher.