RESERVATIONS AND PASSENGER CUSTOMER SERVICE

 

At Baleària we have implemented special measures at our Call Center to address the current health circumstances with the aim of protecting the health of all our colleagues who work every day to meet your needs. These measures include enabling a Web Chat to respond to the most urgent requests and providing a help form where your questions can be addressed, which you can access from here. The measures aim atallowing our customer service agents, who are now serving you safely from their homes, to be able to respond to your queries more efficiently and quickly. At Baleària, we continue striving to offer you the best service. However, we ask for your patience if you find waiting times to be longer than usual. Thank you very much for your understanding.

We will notify you ofany change in your trip at the telephone number you provided in the reservation. 

 

MORE FLEXIBLE CHANGE AND CANCELLATION POLICY

In response to the current situation caused by COVID-19, we are working to offer the best service to our customers at this time. For this reason, we are offering greater flexibility regarding fares as well as the possibility of requesting a voucher for the amount of your ticket. You can request a voucher by filling out the online form. *Check voucher conditions here.

 

YOUR SAFETY IS OUR PRIORITY

heart At Baleària, we have worked these last weeks to implement safety measures, both on board our ferries and in our terminals, to guarantee your safety so that this summer you can travel safely.  Learn more about these measures on this page.

 

STATUS OF OUR ROUTES

Since the announcement of the end of the state of alarm by the central government on 21 June 2020, all of our domestic routes are operating both for transport of passengers and goods.

However, the routes that connect with Morocco and Algeria remain closed. On this page, you'll find the status of these lines updated to the last detail.

 

ALGECIRAS

With the aim of complying with established safety measures, residents, visitors and tourists should keep in mind the following regulations designed to facilitate and streamline the boarding and health safety of passengers.

  • Passengers must arrive to the Port of Algeciras with a digital ticket in order to reduce as much as possible their physical presence in maritime stations.Tickets will not be sold at ticket windows in the maritime station. For this reason, tickets must be purchased via our web page.
  • Access inside the Port of Algeciras Maritime Station will be limited to passengers who are going to board.They must show their ticket before entering the terminal.
  • The use of a mask is mandatory at all times, both in the maritime station and boarding tunnels and on the ferry.

 

MOROCCO

The Algeciras - Tangiers Med. and Almería - Nador route operates solely for the transport of goods.

ROUTE

STATUS

Algeciras - Tangiers Med

Not Operating for Passengers
Goods

Almería - Nador

Not Operating for Passengers
Goods

 

 

ALGERIA

Until 5 July, passenger traffic between the Spanish mainland and Algeria is suspended.

ROUTE

STATUS

Valencia - Mostaganem

Not operating

 

 

SAFETY MEASURES

Global Safe Site Covid-

We are the first global shipping company to obtain the highest grade of the Global Safe Site Covid-19 label (Excellence) issued by the international certification and inspection agency Bureau Veritas. We expect to secure this certification for 16 of our vessels and the two maritime stations we manage directly (Dénia y Valencia). Periodically, Bureau Veritas will analyse the possible presence of Covid-19 through regular inspections of Baleària vessels.   

 

Mandatory use of masks for travel

The use of masks that cover the nose and mouth is mandatory for the duration of the trip on board our vessels (in compliance with Order TMA/384/2020, of 3 May, of the Ministry of Transport, Mobility and Urban Agenda). We also recommend wearing a mask when boarding and disembarking.

 

Taking temperature before boarding

We take temperatures at all the ports where Baleària operates using different tools (thermographic cameras, fever screening stations or non-contact manual thermometers) depending on the port. The company reserves the right not to board any passenger with indications of a fever.