Support and frequently asked questions

Find quick answers about bookings, boarding, ticket changes, and customer support.

Contact 04 560 0110

Email [email protected]

Fast support Need help with a live reservation?

Open your booking reference, passenger names, and travel date before you contact us so changes are handled faster.

Booking recovery Find booking

Use the booking lookup first if you need to re-open details, confirm your status, or prepare for a ticket change.

Contact 04 560 0110

For urgent boarding or timing questions, call support with your sailing date and operator already selected.

Most frequent questions before departure

These answers are organized to help travelers resolve the usual issues around documents, payments, changes, and boarding.

CHECK-IN AND BOARDING

Check-in, boarding, and required documents.

DELAY, CANCELLATION AND REFUND

Delayed or cancelled trips and refund guidelines.

BOOKING MODIFICATION

How to change or cancel your trip, passenger details, and add services.

BOOKING INFORMATION AND SERVICES

Baggage policy, available services, tips for travelling with children and more.

MY ACCOUNT

Benefits and functionalities of your PM Account.

SAIL STATUS

Check the live updates on the sail status, up to 48 hours in advance.