Hawaii Superferry (HSF) is dedicated to our customers, treating everyone with kindness and respect, while honoring Hawaii’s environment and host culture.  Our bold spirit and a commitment to excellence are the chief drivers for all our accomplishments.  We strive to make every part of your experience as simple and as pleasant as possible.  There are times when things do not go as planned and if you are inconvenienced as a result, we think it is important you know exactly what you can expect from us.  Our Customer Commitment will always be subject to the highest level of safety and security for you our customer and crewmembers.

Delays

For Customers whose voyage is delayed more than 2 hours, a $5.00 on-board food voucher will be provided.  Customers will be allowed on the car deck to check on any animals that may be traveling with them.

Voyages delayed more than 4 hours will be cancelled.

Cancellations

All Customers whose voyage is canceled will, at the customer’s option, receive a full refund, a credit for a future voyage or re-accommodation to another voyage at no additional charge.  HSF will attempt to notify all customers as soon as an inclement weather cancellation is determined to be necessary.  However, should a cancellation occur on the day of departure, customers can expect the following, depending on their travel arrangements:

Walk-on

A taxi voucher will be offered to the customer’s home or to the airport.  HSF will assist the customer with airline reservations if needed.

Drive on: Home port

Customer will be offered to re-book for the next sailing, receive a credit for future voyage or cancel and obtain a refund without additional charge.

Drive on: Non-home port

• Option 1 – HSF will process a full refund of customer’s fare and vehicle charge.  Customer will then be responsible for their own arrangements.
• Option 2 – HSF will provide one night hotel and $25 per person food allowance. Hotel accommodations will be secured by HSF staff and/or agent.  Customers arranging their own hotel reservations are subject to a maximum reimbursement of $150 per night. The customer will be re-accommodated to the next available voyage.
• Option 3 – HSF will provide a round trip air ticket for the driver.  The driver or designee can then return at a later date to sail with their vehicle.  Others in the party will be provided one-way air tickets to return home. HSF fare will not be refunded in this case.  Upon the driver’s return to retrieve the vehicle, HSF will provide one night hotel and $25 per person food allowance unless HSF can get you to the port prior to sail on that day via airline. Hotel accommodations will be secured by HSF staff and/or agent.  Customers arranging their own hotel reservations are subject to a maximum reimbursement of $150 per night. The customer will be re-accommodated to the next available voyage.

Maintaining the highest level of Customer Service is Hawaii Superferry’s commitment to our Valued Customers.