General Policies 

• Tickets can only be rebooked or refunded before the ship’s departure. 
• Once the departure time has passed, tickets are considered expired and cannot be rebooked or refunded.  
• Tickets with the following conditions are not legible for rebooking or refunding: 
  • Altering any ticket information 
  • Any ticket punched or tagged as Boarded, Cancelled, or Refunded; except for Denied Boarding 
  • Stamped with Bill of Landing 
• Lost ticket can be reprinted at 2GO pier ticketing, then can be rebooked or refunded as long as ticket is still valid. 

Ticket Rebooking 

• Rebooking shall be charged applicable surcharges per ticket, regardless of route type, subject to fare difference. 
• For tickets issued Online, Outlet, or through the 2GO Customer Interaction Center request for rebooking can be sent via call or email: 
  • Call: (02) 8528 7000. Provide registered email address & valid ID. 
  • Email: travelsupport@2go.com.ph Provide registered email address & valid ID. If ticket was booked online, email must be sent using the registered email address of the tickets. 
• Current rate shall apply during the rebooking process, even for discount and promo tickets.  

Ticket Refunds 

• Refunds shall be charged a surcharge, regardless of route type. 
• For discontinued trips due to valid reasons (medical or emergency related concerns), the passenger may refund their unconsumed trip provided that the ticket is properly noted “DISCONTINUED” by the Hotel Manager, Front Desk Staff, or Boarding Officer.  
  • Only the ticket fare for the unconsumed trip will be refundable.  
  • Meals, Terminal Fee, Insurance Fee, Security Fee, and Linen are non-refundable.  
  • Refunds for discontinued trips may be made only at the 2GO Owned / Agent Owned Corporate Outlets where the passenger disembarked, except for the Tagbilaran Corporate Agent where Cebu is currently handling the process.  
• Request for refund can be sent to the 2GO Customer Interaction Center via email only.  
  • Email: travelsupport@2go.com.ph Provide registered email address & valid ID. If ticket was booked online, email must be sent using the registered email address of the tickets.