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Cotai Water Jet FAQs
Ticket
  • Can I apply for a ticket refund?
    • Tickets are valid only for the route, date and time of sailing stated thereon and are not resellable or cancelable. Subject to Clause 2.3 of the Cotai Water Jet TERMS & CONDITIONS OF CARRIAGE OF PASSENGERS, any fare paid shall not be refundable.
  • Can I change the departure time of my ferry ticket?
    • City Route - For passengers with full-fare tickets purchased at Cotai Water Jet ticketing offices at terminals or via Cotai Water Jet website or Cotai Water Jet Smartphone Apps, ticket amendment can be made at least ONE hour before original ferry departure time at one of Cotai Water Jet ticketing office at terminals. Service charge of HKD/MOP $30 per ticket applies.
    • Airport route - For passengers with full-fare tickets purchased at Cotai Water Jet ticketing offices at terminals or via Cotai Water Jet website or Cotai Water Jet Smartphone Apps, ticket amendment can be made at least two hours before original ferry departure time by presenting a confirmed air ticket / e-ticket of participating airlines and travel document at Macau Taipai Ferry Terminal office. Service charge of HKD/MOP$50 per ticket applies.


      Promotional ticket is non-amendable, non-voidable, and non-refundable upon issuance.

      For tickets purchased via travel agents or retail outlets, passengers are required to contact your travel agents or retail outlets for information.

      In the event sailing time is altered and/or cancelled by the Carrier, passengers may proceed with ticket refund or amendment in accordance with Clause 2.3 of the Cotai Water Jet TERMS & CONDITIONS OF CARRIAGE OF PASSENGERS.

  • Can I change the departure time of my ferry ticket by phone or e-mail?
    • Due to security reasons, we are unable to amend your ferry ticket neither by phone or email.
  • Can I book the ferry tickets by phone or e-mail?
    • Phone booking or e-mail booking services are currently not available. Passengers can directly purchase ferry ticket at Cotai Water Jet ticketing offices, Cotai Water Jet Smartphone Apps or Cotai Water Jet website.
  • What payment methods do you accept at Cotai Water Jet terminal ticketing offices?
    • Hong Kong Macau Ferry Terminal: Cash (HKD), credit card (VISA, MasterCard, China Union Pay, AMEX and JCB) , Octopus Card, WeChat Pay and Alipay (Hong Kong and China wallet).Besides, you can effortlessly enter the gate when traveling from Hong Kong to Macau! Simply tap your physical or mobile Octopus card at the check-in gate to purchase the next available sailing ticket.
    • More Details
    • Macau Taipa Ferry Terminal : Cash (MOP/HKD), Credit Card (VISA, MasterCard, China Union Pay and JCB), Mpay, Alipay (Macau/ Hong Kong/ China), WeChat Pay (China wallet/ WeChat Pay HK), Macau BOC e-banking, Simple Pay, Union Pay, Apple Pay, Huawei Pay, Samsung Pay, Mi Pay and Kakao Pay.
  • Are there any special ticket fares available for children, senior citizens and Macau citizens?
    • City Route : Children (below 12), seniors (60 or above) and Macau citizens may enjoy a discount of HKD/MOP$20 per full fare ticket (not applicable to VIP Cabin).
    • Airport Route : Macau citizens(Macau ID Card Holder) may enjoy HKD/MOP$30 off per full fare ticket (not applicable to VIP Cabin).
  • Do I need to purchase ferry tickets for my children?
    • Children aged one year or older must travel with a valid ticket.
On-line Booking
  • What payment methods do you accept for tickets purchased online?
    • For booking via Cotai Water Jet website or mobile APP, we accept Visa, MasterCard and China Union Pay for payment.
  • Can I use virtual card to purchase ticket online?
    • Virtual card is not accepted for online booking.
  • While I was trying to make an online booking, one of the pages wouldn't display. What went wrong?
    • In some cases our online booking system is not running smoothly when using Internet Explorer 10 and some IE browser versions. Guests are advised to check with the compatibility view settings to enjoy the full site experience. You can:
      - Go to Tools on Internet Explorer;
      - Click on ‘Compatibility View Settings’;
      - Turn on the ‘Display all websites in Compatibility View’;
      - Refresh the page.
      In the event that it is still not working, you are advised to purchase ferry tickets at one of our ticketing offices listed at https://www.cotaiwaterjet.com/ticket-offices.html
  • Can I amend the registered email address?
    • Passenger can present the transaction number and registered credit card for collecting ticket(s) personally at ticket office located at departure terminal. Ticket booked shall be collected not less than 30 minutes prior to scheduled departure time.
  • After I confirmed my sailing schedule and clicked next step, why did the system stay on the PAYDOLLAR PAYMENT SERVICE page instead of proceeding to the next page?
    • Please select your payment method by clicking on the logo shown on the page to go to the next page.
  • Why haven't I received account activation email after registration?
    • This may happen if your email is set to filter Junk mails. Please check your Spam Filter or Junk Mail Folder just in case the activation email got delivered to these folders instead of your inbox. If you still do not receive it, customers are advised to contact our customer service representative by phone (+852-2859 1640 or +853-2885 0595) or email (customer@cotaiwaterjet.com) for us to follow up.
  • Why haven't I received any confirmation email after booking online?
    • This may happen if your email is set to filter Junk mails. Please check your Spam Filter or Junk Mail Folder just in case the confirmation email got delivered to these folders instead of your inbox.

      For transaction status is 'successful' shown in the booking page, you are advised to present the transaction number and registered credit card for collecting ticket(s) personally at ticket offices which located at terminals. Ticket booked shall be collected not less than 30 minutes prior to scheduled departure time. If you are unclear about the transaction status, you are advised to contact our customer service representative by phone (+852-2859 1640 or +853-2885 0595) or email (customer@cotaiwaterjet.com) and provide your transaction number for us to follow up.
  • Register by qq.com E-mail account
    • Email confirmation may not be delivered if your email account is registered with qq.com, you are advised to register by other email account. In the event that you have registered by email account of qq.com, firstly please do settings as instructed below, and secondly contact our customer service representative by phone (+852-2859 1640 or +853-2885 0595) or email (customer@cotaiwaterjet.com) and provide your transaction number as well as your contact phone number for resending.
      - Go to setting of your account
      - Got to Domain setting
      - Add our Domains（cks.com.hk；cksp.com.hk；cotaiwaterjet.com）
Terminal Service
  • Can I take earlier ferry service ahead of the sailing time on my ticket?
    • Cotai Water Jet provides standby arrangement for passengers holding on-day (On-day 08:30 AM to 23:59 PM) valid ferry tickets and would like to take earlier ferry service ahead of the sailing time on tickets. Earlier sailings are subject to seat availability and not guaranteed，day sailing ticket cannot standby for night sailing. (Inapplicable to Airport Route)
  • If I'm too late to catch my scheduled ferry, can I still use the original ticket to take next sailing?
    • Passengers are advised to pay attention to the check-in deadline of different terminals. Passengers arriving at the check-in gate after the check in deadline will not be allowed to go through the check-in gate and the ticket for this voyage will be cancelled without being refunded or reimbursed. Please refer to Clause 2.1 of the Cotai Water Jet TERMS & CONDITIONS OF CARRIAGE OF PASSENGERS for details.
  • Do you provide wheelchair service?
    • Wheelchair service is available at all terminals. Passengers who are in need of wheelchair service may ask for the assistance of our terminal staff upon arrival at terminal.
      Based on relevant safety regulations, all passengers must sit in cabin seats which are met with standards in the International Code of Safety for High Speed Craft, 1994 (“HSC Code”). As wheelchairs do not comply with the seating requirements under the HSC Code, any passengers using wheelchairs are required to move from their wheelchairs to designated seats on the ferry. Wheelchairs must be placed in designated cabin locations.
    • More Details
  • Can I bring my pet onboard?
    • According to Terms and Conditions of Carriage of Passengers and Luggage Clause 2.10, passengers are not allowed to take any live or dead animals including poultry, fish, shellfish, household pets or other animals but excluding guide dogs as set out in Clause 2.14
  • Is there a charge for hand carry luggage?
    • Each passenger may carry one piece of hand carry luggage for free with a maximum weight of 20kg and dimensions not exceeding 56cm x 36cm x 23cm.
      Passengers carrying bicycles on board will incur a self-carry boarding surcharge. The charge for each bicycle is MOP/HKD 65, each passenger may bring one bicycle while the front wheel must be removed. It may need to be stored outside the cabin.
      Passengers carrying golf bags on board will incur a self-carry boarding surcharge. The charge for each set of golf bags is MOP/HKD 35, while each first-class passenger is allowed to carry one set of golf bags which is free of charge.
      The acceptance of baggage, bicycles and golf bags depends on passenger capacity and actual baggage conditions. Passengers may need to board next available sailing if the baggage storage space is full.
  • Can I request upgrade from Cotai class to Cotai First class at terminal?
    • Cotai Water Jet accepts charged upgrade for passengers by paying HKD/MOP$130 per ticket at terminal seat allocation counter, it is subject to availability. Please contact terminal staff for arrangement upon arrival. Upgrade fee must be settled by cash or Octopus Card (Only applicable at Hong Kong Macau Ferry Terminal), Hong Kong terminal accepts Hong Kong dollars (HKD) and Macau terminal accepts Macau Patacas (MOP) / Hong Kong dollars (HKD).
  • What should I do if my personal property left on board?
    • If passengers left their personal property at Cotai Water Jet on board, please call our Customer Service Hotline (Hong Kong: +852 2859 1640 / Macau: +853 2885 0595) or email to our Customer Service Team (Email address: customer@cotaiwaterjet.com)
      * For security reasons, valuables items will be sent to the police station and we reserve the right to handle all unclaimed property. Please contact us for more details.
Airport Route Service (Services Temporarily suspended)