Customer Service

We take pride in providing the best service-oriented cruise experience possible. This page has been designed to answer many questions our customers have had throughout the years.

SECURITY

Requirements of the Marine Security Act of 2002, Homeland Security and the U.S. Coast Guard, include random screening of passengers, luggage and carry-on items. Travelers are advised to plan on an arrival time that takes into consideration the possibility of these pre-boarding requirements.

LUGGAGE

Due to limited cabin space, it is advisable to pack as efficiently as possible. 

FREIGHT POLICY

Hy-Line Cruises does transport some freight purely as a convenience to our passengers.  We do not have properly equipped vessels for, nor do we wish to engage in, the transport of large amounts of freight.

Therefore, in an effort to accommodate those travelers that from time to time need to transport freight to the islands, Hy-Line Cruises has updated our policy with regard to “dolly freight” including but not limited to boxes, totes, building materials and equipment, furniture, windsurfers, kayaks, canoes, etc. This policy does not affect the carriage of reasonable amounts of personal effects and luggage.

Appropriateness of articles and freight charges will not be determined over the phone.  Upon arrival at the terminal, please check with the Parking Supervisor or Manager to determine the appropriateness of your freight and the required charge.  Freight charges must be paid for, and any associated paperwork be completed, before the item(s) can be loaded onto the vessel. 

Rates and policies are subject to change without notice.

If You are Traveling with Your Freight

HIGH SPEED SERVICE VESSELS

Each party is allowed to bring ½ a luggage cart, approximately 16 cubic feet (43” X 22” X 29”), of freight with you at no charge.  If you are traveling with more items than will fit on ½ a cart, each additional ½ cart will cost $20.00 with a maximum number of 2 carts per trip, and that number is subject to change or elimination depending upon the availability of carts and/or space on the vessel for that particular passage.  All freight items must be able to easily fit into the luggage cart.  In the event that the item(s) will not fit on a cart, the freight fee will be based on $.25 per pound or $3.00 per cubic foot, whichever is greater.  This fee will be calculated by the Parking Manager, Parking Supervisor, or Operations personnel on duty at that time. 

TRADITIONAL SERVICE VESSELS

Some freight items may only be able to be transported on one of our larger vessels.  The ability of the passenger to assist in the loading or off-loading of freight has no bearing upon the acceptance of freight, the freight charge or the vessel used.  In some instances, the passenger’s assistance in the handling of freight may be the only way the item(s) will be transported.  Freight charges for our traditional vessels will be based on $.25 per pound or $3.00 per cubic foot, whichever is greater.

If You Would Like to Send Unaccompanied Luggage/Freight

The policy for unaccompanied luggage/freight is exactly the same as if the item(s) were traveling with you, however, there will be additional procedures and required information before the item(s) can be loaded on to the vessel.

Those procedures and requirements are as follows;

1. There will be no second party drop-offs of unaccompanied luggage or freight.
2. The item(s) will be screened and/or searched.  Generally, this will be done by security personnel; however, there are times when boat crew will serve in this capacity.
3. The person dropping off the item(s) will have to show a picture i.d. to be recorded as the shipper.
4. The shipper will also have to provide the name and phone number of the person that is receiving the item(s).

Failure to meet any of the above will result in the item(s) not being transported.

Freight Charges

Important Things to Remember

DEPARTURE TIMES

Adhering to published departure times is a priority at Hy-Line Cruises.  Some of the requirements for accompanied as well as unaccompanied freight can be time consuming.  If you find yourself in a situation where freight issues are anticipated, please arrive at the terminal area well before the departure time so as to complete the requirements of your particular situation. 

Departures Will Not Be Delayed Due To Inadequate Time To Process Freight Item(s).

STORAGE OF ARTICLES

In the event your freight item is not allowed on a particular trip, or not at all, Hy-Line does not have the ability to store your item(s) while the situation is resolved.  The item(s) will have to be removed from the property.

PAYMENT

Payment can be made at the Parking Gazebo or the Ticket Office.  Hy-Line will accept most credit cards and cash.  If payment is made in the Ticket Office, you will need a freight receipt from them to show the Parking Supervisor before the item(s) will be brought on board the vessel.

RELEASE FORMS

In some instances, a release form will also need to be completed in addition to other procedures.  Usually this occurs when an item that is being transported is deemed to be fragile and not packed appropriately and/or will not fit on a luggage cart or is valuable to the point of concern by the Parking Supervisor/Manager or boat crew.

PACKAGING AND HAZARDOUS MATERIALS

All items must be packaged properly.  Open bags or containers are discouraged.  Hazardous materials of any nature will not be allowed on board.  Hy-Line Cruises reserves the right to refuse any item(s) it deems “inappropriate” in any way for our service, including but not limited to, excessive size, weight or volume. 

PET POLICY

Pets are allowed on board all of our island-bound ferries, except the First Class Lounge section of our traditional Nantucket ferry. There is no fee, however they must be properly leashed and are not allowed on the furniture.

LOST & FOUND

If an item is lost, please stop in at any ticket office or call 508.778.2600 to make a formal request.

Customer Feedback

"I was very impressed with the whole operation. It is unfortunately increasingly unusual that you can rely on people to do something extra. It really stands out when somebody does, and I'll definitely use Hy-Line in the future. Thanks again."

— Brian, via email

“It was our first trip on the Hy-Line but certainly not our last. Your crew was friendly, courteous and professional”
— John & Anne, Oak Bluffs MA

“This letter is to recognize, and to express appreciation for, personal care that was given to my elderly mother this morning. She was traveling alone from Nantucket to Hyannis on the 7:50 boat. When my brother called me to inform that he was delayed in  picking her up, your young lady answering the phone made sure my mother had help with her luggage and was informed of the delay. Our thanks to all of your wonderful employees.”
— Marie Anne & Hilliard, via email

“Our experiences with you and Hy-Line have been nothing but perfect – we continue to rave about you to all of our Cape-bound friends.”
— Dara & Sean, Brookline MA

“The boat ride was great, even though they said ‘choppy seas’ the fast ferry spoiled me.”
— Peter & Sandy, Edgartown MA 

“We really appreciate the extra effort that you and the women in the group sales office went to for our guests. With all of the expenses of getting to the island, staying, etc., it made a big difference to many of our guests.”
— Sheryll, Nantucket MA