Hullo Guest Travel Policies & Requirements (revised as of July 22, 2023)
Guest Travel Policies & Requirements
We aim to be the World’s Friendliest Ferry Company! We want to inform you of our commitments to you, our guest, and in turn, we require commitments from you.
1. Personal Conduct
When you travel or interact with us and your fellow guests, you are required to behave safely, and with respect and courtesy.
1.1 Non-compliance with safety instructions, any of our policies, illegal or unwelcome behaviour, such as harassment or offensive behavior is strictly prohibited and may result in you being barred from future travel with Hullo, a brand of VIFC Limited Partnership (“VIFC” or the “Company”), as well as being charge and convicted of an offence under the Canada Shipping Act, 2001 ( the “Act”), including, as excerpted below:
s. 123 (1) Every person commits an offence who contravenes [these sections of the Act]
(a) section 114 (comply with direction);
(b) subsection 115(1) (passenger to comply with direction);
(c) subsection 115(2) (passenger to comply with direction to leave vessel);
(d) paragraph 116(a) (boarding or attempting to board without permission); or
(e) paragraph 116(b) (boarding or attempting to board after safety barriers are in place).
(2) Every person who commits an offence under subsection (1) is liable on summary conviction to a fine of not more than $100,000 or to imprisonment for a term of not more than one year, or to both.
2. Booking
2.1 Sailing Schedule. Our sailing schedule is currently available on our booking website. As we get to know your travel needs, we’ll update the scheduled sailings.
2.2 Seat Selection. All guests have reserved seating. Business Class and Premium guests enjoy free seat selection. And for our Comfort Class guests, seat selection is available for just a small $3 fee, plus HST, should you prefer not to have a seat assigned to you.
2.3 Group Bookings. We aim to assign seats based on your group in Comfort class. If you can’t find a sailing available, try adjusting your crew size. This may help you unlock available bookings.
2.4 Accessibility features are available on our website and our vessels.
Please note for mobility: Boarding and disembarking the vessel requires mobility along a sloped gangway at the Nanaimo and Vancouver terminals. Assistance may be required. The Vancouver terminal’s gangway is steeply pitched and 150 feet long. Note also that Level 2 of the vessel is only accessible by internal stairs. Accessible washrooms are located for your convenience on Level 1.
If you have accessibility needs, please let us know at [email protected]. We will assist you to make travel decisions that are appropriate for your needs.
2.5 Wheelchair Seating. Our wheelchair accessible seating is only available for guests with disabilities and their companions. Our vessels each have six designated wheelchair seating areas on Level 1, comprised of one (1) guest seat and adjacent wheelchair locking pad. Companion guest seating is also available for booking in four of the six designated areas, including some areas with tables. Your wheelchair and a companion may travel with you when you select “Companion Seat and Wheelchair” when you “Book with a Wheelchair” on our website or at our kiosk. Your companion also travels at the same discounted rate as you do when you book these seats together. Check our seating map for more information.
Please note: You are not permitted to remain in your wheelchair. For high-speed vessel safety (like an airline), guests are required to sit in a fixed guest seat for the voyage. Your wheelchair must be secured in the wheelchair locking pad adjacent to your guest seat or folded and stowed properly during the voyage.
2.6 Service Tiers. Comfort: offers our standard seating option, with all the essential amenities. Premium: offers more room, upgraded seats, free seat selection, priority off-boarding, high-speed WIFI, and personal USB / USB-C charging ports. Business: offers all the perks of Premium, plus a complimentary snack and beverage. Note: Business and Premium are only accessible on Level 2 by stairs.
2.7 Payment Methods. We accept all major forms of credit and debit cards. No cash payments are accepted.
2.8 Late Bookings. You can book a sailing up to 5 minutes before we cast off. You must ensure that you are ready to board the ship at the gate at least 5 minutes before departure.
2.9 Booking Modifications, including cancellations. Unless your sailing is departing within 24 hours, you have a 24-hour grace period during which you can modify or cancel your booking without charge. Otherwise, a $5 fee (plus HST) will be charged for booking modifications or cancellations made up to 60 minutes prior to scheduled sail time. Modifications or cancellations made within 60 minutes of departure will result in a cancellation fee of 50% of your total booking value
3. Arriving at our terminals.
3.1 Terminal Location. Our downtown Vancouver terminal is located at the Vancouver Harbour Flight Centre at 1055 Canada Place. Our terminal in Nanaimo is located at the Nanaimo Port Authority at 100 Port Way.
3.2 Terminal Hours of Operation. Our terminals are open 30 minutes before the first daily sailing and close 30 minutes after the last daily sailing.
3.3 Transit Options. In Vancouver, you have access to city buses, seabuses, Skytrain, carshare, taxis, commercial buses, and rentals. Nanaimo offers similar options, with the city bus, carshare, taxi, commercial bus, and rentals all available.
3.4 Parking. There are 350+ paid parking stalls at the Nanaimo terminal. In Vancouver, there are plenty of long- and short-term parking options nearby.
3.5 Arrival time prior to boarding. We recommend you arrive no earlier than 30 minutes prior to your departure. You must be ready to board at the gate at least 5 minutes before departure. Late arrivals may result in denied boarding or rescheduling fees.
3.6 If you require assistance. Please arrive at our terminals 30 minutes prior to departure, if you require assistance.
3.7 Smoking. Smoking is strictly prohibited on our vessels and on terminal property. This includes the smoking of tobacco and all other substances, including e-cigarettes, vapour products and medical marijuana.
3.8 Alcohol and Drug Use. We currently do not offer alcoholic beverages for purchase on our ferries. Consumption of personal alcohol and use, possession and/or sale of illegal substances is prohibited on terminal property and our vessels. Impaired individuals may be denied boarding.
4. Boarding
4.1 Accessibility: Boarding and disembarking the vessel requires mobility along a sloped gangway at the Nanaimo and Vancouver terminals. Assistance may be required. The Vancouver terminal’s gangway is steeply pitched and 150 feet long. Note also that Level 2 of the vessel is only accessible by internal stairs.
4.2 Safety Procedures. You must follow all instructions given by crew members to ensure safety and efficiency, including adhering to boarding times.
4.3 Fire Safety. Follow all fire safety instructions and regulations provided on the ferry. Familiarize yourself with the locations of fire extinguishers and emergency exits.
4.4 Prohibited Items. You are prohibited to bring restricted items on board the ferry, such as weapons, flammable substances, hazardous materials, or other Dangerous Goods. If you have any questions, please email us at [email protected].
4.4.1 Prohibited Dangerous Goods. Common prohibited dangerous goods which are not permitted onboard our ferries include:
Air bottles, scuba tanks and enriched air
Airsoft guns, pellet guns, crossbows, bow and arrows, axes and similar dangerous sporting goods
Batteries: Lithium batteries which are not otherwise excepted below
Camp stove/lantern fuel (incl. naphtha, white gas)
Cleansers like bleach and other household cleansers, unless securely contained to keep them upright to avoid spillage and harmful fumes.
E-bikes, electric scooters
Fuel- Gasoline/Propane/ Diesel/Boat/RV gas.
Firearms and Ammunition
Fire extinguishers
Fireworks
Hay
Helium/Methanol (gases)
Marine pollutants
Paint and related paint products (including lacquer, enamel, stain, shellac, varnish, polish, liquid filler and liquid lacquer base, paint thinners or reducing compounds are allowed for personal use, and if purchased at a public retail outlet). Latex or water-based paint is not subject to the prohibition.
Power tools, chainsaws
4.4.2 Exceptions for Dangerous Goods:
Aerosols no larger than 750 ml are allowed. Bear spray is not permitted.
Batteries are limited to a personal laptop; camera; mobile phone; video camera; watch; small personal medical equipment.
Oxygen for personal use (in cylinders up to 5 litre water capacity). No transferring between containers is permitted. Please notify terminal staff if you are carrying personal medical oxygen.
4.5 Food and Beverage. We may offer limited food and beverage selections for purchase on our vessels. Outside food and non-alcoholic beverages are permitted on our vessels. For safety, any beverages must have lids to contain spills. Please be considerate of other guests and keep the vessel clean.
4.6 Bikes, e-bikes, and electric scooters. We have limited space for conventional bikes on our vessels, as they can only be stored in a designated, secured area on the vessel’s exterior. We are unable to guarantee that a spot will be available for your bike storage. In the future, a system of booking bike spots may be available. Please note that due to safety regulations, e-bikes and other electric modes of transportation cannot sail with us.
4.7 Children and Infants. All children under the age of 12 must be always supervised by an adult. Infants are assigned a seat at no charge with an accompanying adult fare.
4.8 Luggage limitations. Each guest is welcome to bring one carry-on sized bag and personal item aboard at no additional cost. For safety, we cannot guarantee adequate storage of additional luggage and/or oversized sporting gear at this time.
4.9 Strollers and infant carriers. Collapsible strollers and other childcare items are subject to space availability.
4.10 Pet Policy. House cats and small dogs that weigh no more than 10 kg (including the pet carrier) are allowed to travel with you at no additional cost. All pets must remain in a secure pet carrier on your lap or safely placed at your feet during the entire sailing. Please note: We do not have a pet relief area onboard or at our terminal locations.
4.11 Service Animals. Registered Service Animals can accompany our guests at no additional cost.
4.12 Seating Assignments: Respect your assigned seating or designated seating areas. Avoid occupying multiple seats or preventing others from finding seating.
5. Travel
5.1 Cancelled Sailings. Due to unforeseen circumstances, such as poor sailing conditions, we sometimes must cancel a sailing. If this occurs, we aim to rebook guests on another sailing. If the new sailing doesn’t fit your plans, you’ll be able to adjust your ticket afterwards.
5.2 Travel Times. While we aim for 70 minutes travel time for passage from downtown Vancouver to Nanaimo, this cannot be guaranteed. Your passage time may vary depending on the conditions and circumstances unique to every sailing (e.g., weather, sea conditions, marine mammal activity, etc.).
5.3 Seating and High-Speed Vessel Safety. Our high-speed vessels aim travel fast, so we request that all guests remain seated for the journey. Due to safety considerations, guests are not permitted on the deck.
5.4 Bathrooms. There are six individual bathrooms on board each vessel. Level 1 bathrooms have accessibility features.
5.5 Illness. Our vessels are designed for smooth sailing, however if you’re prone to seasickness, we advise you to come prepared with your remedy of choice.
5.6 Personal Belongings. Do not leave personal belongings unattended. We are not responsible for lost or stolen items. Please see the Conditions of Carriage for more information.
5.7 Wi-Fi. Stay connected with complimentary Wi-Fi for the duration of your voyage with Hullo. Third party service terms and conditions may apply.
5.8 Noise and Disturbance. Respect fellow guests by keeping noise levels to a minimum. Avoid loud conversations, playing music without headphones, or any other disruptive behavior.
5.9 Restricted Areas. Do not enter restricted areas marked by signs or barriers. These areas are for authorized personnel only.
5.10 Medical Emergencies. Report any medical emergencies to crew members immediately. First aid is available onboard.
5.11 Litter Disposal. Dispose of litter in the designated bins or containers provided on the ferry on the terminal property. Help us keep the vessel clean and a pleasant environment for all.
5.12 Environmental Responsibility. You are prohibited from disturbing the marine environment by littering or disposing of any waste into the water. Use designated waste disposal facilities on board.
5.13 Damage to Property. Guests will be held responsible for any damage they cause to any Company property or third-party property, including the vessel, its fittings and fixtures, the dock and the terminal property.
5.14 Use of Amenities. Amenities and facilities must be used respectfully and left in a clean condition.
6. Disembarking
6.1 Safety Procedures. You must follow all instructions given by crew members to ensure safety and efficiency, including adhering to boarding times.
6.2 Priority off-boarding. Business and Premium guests enjoy priority off-boarding. If you require assistance with disembarking, need time to gather your luggage or group members, please do not prevent other guests from disembarking in a timely fashion.
6.3 Lost and Found. Report any lost items by emailing us at [email protected].
Provide detailed information to assist in the recovery process, if possible.
