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Customer Service

Make a New Booking


Should I travel on the same day as my flight?

In peak seasons, we advise you not to book ferry trips on the same day as a scheduled flight. If you cannot avoid such circumstances, then you should pre-arrange a private taxi from your arrival pier to the airport. We do not want you to miss any flights at all!

Can I book trips for other people?

Yes, you can. You will need to enter their contact details and personal information in the relevant fields. Please ensure that the details are accurate to avoid any inconvenience later on.

After making a booking, can I change the currency used?

Unfortunately we cannot change the currency selected once the payment has been made. Please ensure that the currency chosen is correct before proceeding with your reservation.

Do you offer group rates?

Yes, for groups of eight or more people we can provide discounted rates for most trips. Please visit our Book a Group page for simple instructions. Once you have the information you need, click the chat button to connect to one of our customer service agents who will steer you through your group booking process.

How about traveling with children?

Grabroute identify children as being between the ages of 2-11 years. *Infants travel free of charge. Children are welcome on the boats and you may bring car seats and strollers on board. The boats are safe for kids, although be very diligent for their safety. Be sure to locate safety jackets and keep your eyes on your children at all times. Occasionally, the trip can be bumpy so it is wise to come prepared for sea sickness. Check with their doctor in advance regarding potential sea sickness medication.


* in some route infants are free of charge, please be advised

What happens if I make a double booking or payment?

Don't worry, just contact us via chat, mail or telephone and we will correct the mistake and make the necessary refund to you. Please do this as soon as you spot the error so that we can make the correction in good time.


Change a Booking


Can I change my route?

Yes, you can change the route as long as it is not inside a 48-hour notice period (before departuer time). The booking change fee is 200 Thai baht (or your currency equivalent) per booking. if your new trip price is higher, we will first ask you to pay difference before the changed booking can be processed and confirmed. Please click the chat button to speak with one of our customer service agents who will take you through the simple booking change process.

Can I change the date of my ticket?

Yes, you can change the date as long as it is not inside the 48-hour notice period (before departure time). We will charge a small fee of 200 baht. Please click the chat button to speak with one of our customer service agents who will take you through the simple booking change process.

Can I change my route?

Yes, you can change the route as long as it is not inside a 48-hour notice period (before departuer time). The booking change fee is 200 Thai baht (or your currency equivalent) per booking. if your new trip price is higher, we will first ask you to pay difference before the changed booking can be processed and confirmed. Please click the chat button to speak with one of our customer service agents who will take you through the simple booking change process.

Check my Booking Status


When will I receive my ticket confirmation?

Once you have completed the online booking process, your booking will remain in "Pending" status until processed. We will then send you your confirmed booking e-ticket via Email. The whole process will not take long at all. Once received, you will need to print your e-ticket out and present to the ferry staff at the relevant booking counter on the day. If you do not receive the confirmation within 24 hours, please contact us immediately.

What should I do if my booking status is "Pending"?

Firstly, please monitor your email inbox for the confirmation email that will soon arrive. Additionally, all of your upcoming trips can be found by logging in to your member account, which is set up when you make your booking. Your username and password will have been emailed to you. This page is particularly useful as you can check all past and future trips, print your e-tickets and receive new information about the trips you'll be taking.

General Ferry Information


How safe are the ferries?

All of the ferry boats that we connect you to are regulated and approved by the Thai Navy. Each boat is seaworthy and most are relatively new and comfortable. However, you should be responsible for your own safety. As with any passenger vessel, it's wise to locate the exits and life vests when you arrive on board. We'd recommend that you are fully insured also for your piece of mind.

Can we purchase our tickets at the pier?

We are only able to accept online payments at the time of your booking. There may be boat services selling tickets at some of the piers, though prices, schedules and availability are subject to variation.

What are the baggage allowances?

Your ferry e-ticket includes ferry transport, baggage fees and handling.The Free Baggage Allowance for one person is 20 kgs. All of your personal baggage should be allowed on board at no additional charge. The local staff reserve the right to check your bags as a security measure. If you have unusual cargo for personal or business use, please contact us if you are unsure.

If I miss my ferry, can I take the next one?

Unfortunately this is not possible. Each trip needs to be booked in advance. In cases where you miss your ferry, you will not be entitled to a refund. Therefore, please ensure that you give yourself good time to get to your pier with at least 30 minutes to spare. If you do happen to miss your ferry and want to travel as soon as is possible, please contact us and we'll advise you of your next best option. Finally, don't panic, there's always a solution!

If I miss my ferry, can I take the next one?

Unfortunately this is not possible. Each trip needs to be booked in advance. In cases where you miss your ferry, you will not be entitled to a refund. Therefore, please ensure that you give yourself good time to get to your pier with at least 30 minutes to spare. If you do happen to miss your ferry and want to travel as soon as is possible, please contact us and we'll advise you of your next best option. Finally, don't panic, there's always a solution!

Pier and Location Information


Where is the pier my ferry departs from?

From experience, we know that this is a big concern for our customers. Therefore, we have made your pier information as clear as possible. You can find your departing pier address clearly marked on your printable e-ticket that we send to you via email. Additionally, go to our Pier Information page for the most comprehensive local pier information you can find anywhere! When booking your trip, we've made it possible for you to check pier information as you select your preferred trip. Finally, if you still need more information, contact us via chat or telephone, we are happy to help.

How can I get transportation to Rassada Pier (Phuket) from the airport?

You book pick up a taxi from the airport within our site. For up to 3 people we have private taxis at 1000 THB. For groups of 4-8 people, we can arrange a minivan pick-up service at a rate of 1,300 THB.

Can you tell me about Phi Phi Island?

Sure, click here to visit our Phi Phi Island Information page. Here, we show you highlights and its easy to book your trips to and from Phi Phi Island without leaving the page.

Can you tell me about Ao Nang?

Sure, click here to visit our Ao Nang Information page. Here, we show you highlights and its easy to book your trips to and from Ao Nang without leaving the page.

Can you tell me about Lanta Island?

Sure, click here to visit our Lanta Island Information page. Here, we show you highlights and its easy to book your trips to and from Lanta Island without leaving the page.

Can you tell me about Phuket?

Sure, click here to visit our Phuket Information page. Here, we show you highlights and its easy to book your trips to and from Phuket without leaving the page.

Can you tell me about Lipe Island?

Sure, click here to visit our Lipe Island Information page. Here, we show you highlights and its easy to book your trips to and from Lipe Island without leaving the page.

Can you tell me about Langkawi?

Sure, click here to visit our Langkawi Information page. Here, we show you highlights and its easy to book your trips to and from Langkawi without leaving the page.

Payments and Refunds


If I am owed a refund, when will I get it?

Refunds, if applicable, will immediately be submitted to our bank. From the submission/refund date banks generally take up to 10 business days to process the refund payment and transfer the funds into a customers account. Please note, some banks can take up to 15-20 days, or until the next billing cycle. The refund should be converted to your local currency by your credit card company.

How long will it take to refund a Paypal account?

It takes approximately 5-7 days to refund to your Paypal account. We can only do this if your originally booked with us using your PayPal account.

What payments do you accept?

We accept major credit card (Mastercard, Visa) and PayPal account payments.

Can I cancel my reservation?

We accept ferry reservation cancellations provided you give us at least 48 hours notice and you may be refunded the full price minus the transaction fee of 500 baht. We try to help customers as much as we can, however we cannot refund if you cancel your booking with less than 48 hours notice. Please see the contact page in order to contact our customer service agents if you have any questions regarding this matter. We are happy to help.

Member Information


How can I register as a member?

As soon as you have booked your first trip with us, you will automatically be registered as a member of grabroute.com so that you can easily login anytime and check your upcoming trip status. Your username and password will be sent to you via email (you can change your password as soon as you want to). You can also register as a member before booking a trip by going to our home page and clicking the "Sign Up/Login" tab at the top in the menu bar. Registration is completely free. As a member, you will have access to new trip information and various privileges. Once you've taken your trip, if you don't see the need to remain a member, the unsubscribing process is a simple one.

Why would I need to become a member?

Membership registration is free and allows you to a) check your upcoming trip status anytime on our site, b) print out your e-tickets and receipts easily, c) enjoy a faster booking process next time due to not having to re-enter personal details, d) receive information on new routes e) receive information on trip promotions and upcoming events.