Faqs

At Fred. Olsen Express, we take the security of your personal data very seriously and work daily to guarantee it. Therefore, we have implemented two-factor verification for non-face-to-face transactions (Web, App, and Call Center) of your bookings.

From now on, to access your tickets through these channels, you will receive a verification code at the contact details provided during your purchase. You must enter this code on our website, or provide it to our call center operators, to proceed with your transactions.

If you need assistance, you can write to us via chat on our WhatsApp, or call us at the following numbers: 922 290 070 or 928 290 070.

The discount for residents of the Canary Islands remains in force normally, but as of January 1, 2021, based on the new regulations on Allowances for the transport of non-peninsular residents and large families, included in the General Budget for Spain for 2021, the Canary Islands resident discount will be applied at the end of our online purchase process, instead of at the beginning, as was the case up to now.

If you are a passenger entitled to the 75% discount for residents, you can indicate this condition in the final step of our purchase process (STEP 3 - Passenger details), instead of at the beginning, as was the case up to now.

You can buy your ticket on our website, mobile app, call centre, or terminals.

Yes, shopping online is totally safe nowadays. In addition, you can pay through different payment methods, such as credit card or PayPal.

Yes, all* tickets purchased at a conventional fare are valid for one year and the date, time, fare, and route can be modified up to one year after purchase. However, if when changing your ticket the fare also changes, an increase in costs might be applied. *For special fares or offers, check the specific conditions.

However, please note that our tickets do not allow the separation of the initial passengers or vehicles of a purchase into separate reservations (locators), they are considered as an indivisible whole, except in the case of refundable fares. Therefore, if a member included in a locator is unable to travel, their seat will not be refunded and cannot be used for another journey. The same applies to vehicles; if your vehicle does not travel, it will not be refunded and that part of the ticket cannot be reused. Similarly, any change to the ticket will affect all passengers included in the same ticket locator.
 

When can I change the tickets purchased at the conventional fare?

If you need to make any modifications, it is not necessary to do so before your scheduled departure date; you have up to one year from the date of purchase to do so.

How can I change them?

You can make any modifications regarding the date, time, fare and/or vehicle data of your ticket through this link on our website.

To modify any other type of data (route, passenger data), you may contact our call centre by sending an email to reservas@fredolsen.es.

In case you need assistance, you can chat with us on our WhatsApp, or call us at the following numbers: 922 290 070 / 928 290 070.

You can change the registration plate of your vehicle on our website, selecting MY RESERVATIONS on our main menú and then CHANGES.

Here you must enter the locator of your trip and at least one other information of your reservation. Once you have completed this information, you will access our modifications page, where on the first page you can modify the date, time or rate of your trip. If you do not wish to modify any of these data, you can click directly on the "next" button and access the data of your vehicle plate to modify it.

For inter-island trips, it depends on the fare, as only the Flexible and Oro fares allow for a full refund of the ticket.

However, bear in mind all our tickets are valid for one year and the date, time, fare, and route can be modified up to one year after purchase.

You can request a refund for the route between the Canary Islands and Huelva, regardless of the fare you purchased.

All* our tickets are valid for one year and the date, time, fare, and route can be modified up to one year after purchase.  Therefore, you can change or cancel your ticket even after the initially planned departure date, as long as no more than one year has passed since you made your purchase.

*Except for special fares or offers. See specific conditions.

You can buy a ticket online up to 1.5 hours before the ship's departure.

Follow this link to check our routes and destinations.

We currently offer the following direct connections:

• Tenerife - La Gomera
• Tenerife - Gran Canaria
• Tenerife - La Palma
• La Gomera - La Palma
• Gran Canaria - Fuerteventura
• Lanzarote - Fuerteventura
• Gran Canaria - Huelva
• Tenerife - Huelva
   

We have also combined routes so you can expand your horizons.

Yes, you can redownload your ticket or boarding pass at this link.

Remember that you do not need to bring a paper version of your ticket. Our zero-paper policy allows you to board with just your personal documentation.

Yes, you can download your invoice at this link.

Yes, you can write us with your questions to our WhatsApp chat, or contact us at the following phone numbers: 922 290 070 / 928 290 070.

Our purchase process will help determine your vehicle type. If your vehicle has more than 2 wheels, and it is less than 1.90 meters high and 5 meters long, we consider it a 'medium vehicle'. However, if it is over 1.90 meters high or 5 meters long, we consider it a 'large vehicle'.

You can check our fares at this link.

For a more exclusive travel experience, we recommend the 'Priority' and 'Oro' fares, which provide access to our exclusive 'Clase Oro' lounge with preferential attention and refreshments included.

Residents of the Canary Islands can enjoy a 75% discount* on inter-island trips, between the Canary Islands and the rest of the national territory, and on inland trips (inland route of La Gomera).

More information at this link: https://www.fredolsen.es/en/transport-conditions

* Proving fulfilment of the requirements of Royal Decree 1316/2001 and Decree 222/2000.

There are two types of large family discounts:

• General large family: the discount percentage applied to the fares is 20%
• Special large family: the discount percentage applied to the fares is 50%.

More information at this link: https://www.fredolsen.es/en/transport-conditions

At present, Canary Islands residents that meet the requirements* who belong to a large family can apply both discounts to their tickets. These subsidies, granted by the Ministry of Development and by the Autonomous Communities and other Public Administrations for regular passenger transport by sea, are compatible and can be accumulated.

More information at this link: https://www.fredolsen.es/en/transport-conditions

* Proving fulfilment of the requirements of Royal Decree 1316/2001 and Decree 222/2000.

• On foot: as a general rule, unless other time limits are stated on the ticket, passengers should be ready for boarding at least 20 minutes before the ship's departure.
• With vehicle: if vehicles are to be transported, they must be at the dock and ready to board 40 minutes before the departure time.
• Canary Islands - Iberian Peninsula: On trips between the Canary Islands and the Iberian Peninsula, both passengers and vehicles must be ready for boarding one hour in advance. However, for your convenience, we recommend you to show up at the dock 3 hours in advance, to proceed with early boarding* on ferry arrival (*according to availability).

• For interisland trips: For boarding, you only need to carry the documentation used to buy your ticket. If additional documentation is required, we will indicate so in your purchase confirmation. You can provide this documentation online or at the terminal up to one hour before your trip. Remember that it is not necessary to bring your printed ticket.
• Travelling between the Canary Islands and Huelva: We recommend non-EU passengers departing to Huelva, before purchasing tickets, a prior consultation to National Border Police with regards to the necessary documentation in order to avoid a possible denial when boarding in the random controls that may be carried at the port. The shipping company will not be responsible for any denial of boarding by the National Border Police.
  
  
  Check more information here: https://www.fredolsen.es/en/documentation-to-travel

Before purchasing a ticket, we recommend non-EU passengers departing to Huelva a prior consultation to National Border Police with regards to the necessary documentation in order to avoid a possible denial when boarding in the random controls that may be carried at the port. The shipping company will not be responsible for any denial of boarding by the National Border Police.

Yes, you can learn more information at this link.

On our website, to book a ticket for children without an ID card, select 'Certificate' and enter 'CER 1111'. If more than one child is travelling, for the second child you must enter: 'CER 2222'. Important: you must go to the counter at least one hour before your trip to show your family register.

Yes, it is not necessary to travel with a vehicle, even if you plan to travel with luggage.

Fred. Olsen Express applies the corresponding fare to vehicles based on vehicle type, data sheet, height and/or length in vehicles intended for passenger transport. The following vehicles are allowed for passenger transport:

• MEDIUM VEHICLE: vehicle with more than 2 wheels, and less than 1.90 meters high and 5 meters long
• LARGE VEHICLE: vehicle over 1.90 meters high or 5 meters long
• MOTORCYCLE: 2-wheeled vehicle with a displacement greater than 50cc
• MOPED: 2-wheeled vehicle with a displacement of less than 50cc
• BICYCLE: 2-wheeled vehicle with no engine

If you wish to book a ticket to transport a vehicle without passengers or driver, or to send freight, contact the following 'Freight Customer Service' number at: (+34) 902 510 107 or (+34) 928 987 067.

Yes, we are a pet-friendly company! Find out more about the rules you must follow to be able to travel with your pet here.

Usually, there are no restrictions for travelling with a vehicle as long as the vehicle indicated in the booking corresponds to the vehicle you want to board with.

If you need to modify the data included in the booking (vehicle brand, model, and/or licence plate number), you may do so by email (reservas@fredolsen.es) or by phone.

If you plan to travel with a rental car, select 'RENT' under the 'BRAND' section, and for 'MODEL' enter the data included in the booking confirmation of your Rent a Car.

Yes, we have a Ferry Bus service on some of our routes. You can consult all the information at this link: https://www.fredolsen.es/en/ferry-bus. Important: The availability of this service is limited so it is essential to book it in advance of your trip to guarantee availability.

Yes, all our ships have bar and cafeteria service.

No, our ships are smoke-free spaces and smoking is not allowed during your trip.

In our on-board shops you can find gifts, food and exclusive products, among which we also offer many of our own brand, 'Fred. Olsen The Collection': Modern attractive, dynamic and inspired by our passion... the sea! But wait, there's more: you can exchange your Fred. Olsen Plus Card points for products in our store!

Yes, most of our ships have a kids' area, as well as exclusive children's channels on the televisions and on our digital entertainment service, 'On Board Club'.

Yes, all our ships have free Wi-Fi.

Yes, our ships have televisions that broadcast DTTV programming. You can also access it through our 'On Board Club' digital entertainment system and freely enjoy all the live programmes on your own device.

Our Ferry Bus is available for passengers travelling without a vehicle, allowing them to reach their departure port or destination more comfortably. This is a free service that you can add to your ticket during the purchase process. The routes it currently covers are:

• Tenerife / La Gomera Connection: Ferry Bus between Santa Cruz de Tenerife and port of Los Cristianos (two-way route)
• Tenerife / La Palma Connection: Ferry Bus between Santa Cruz de Tenerife and port of Los Cristianos (two-way route).
• Gran Canaria / Tenerife Connection: Ferry Bus between Agaete and Las Palmas de Gran Canaria (two-way route).

Fred. Olsen Express' Clase Oro is an exclusive lounge for travellers who want to experience preferential treatment and service before and during their trip, making a simple trip a distinguished way to travel. Travellers who wish to access our Clase Oro lounge can do so by purchasing the 'Priority' and Oro fares, which include refreshments.

More information at this link.

It is not allowed to recharge electric / hybrid cars, on our vessels during navigation.

Yes, at Fred. Olsen Express we are committed to providing our customers with the utmost transparency. Therefore, we provide carbon footprint data related to our inter-island transport services. You can learn more about our emissions calculation here.