Question 1

How do I book tickets for Setia Fast Ferry?

Accepted Answer

The best way to book your ticket/s is via our website. Please complete all guest details on the booking. Your booking may be cancelled if details are not complete. Bookings can also be made at our office locations: Lembongan office: Jungutbatu Beach, Lembongan, 50 meters before the stairs to Batu Karang. Sanur office: Jl. Matahari Terbit, Sanur Kaja.

Question 2

What payment methods do you accept?

Accepted Answer

Our secure online booking system supports international payments for credit / debit cards on Visa, MasterCard, JCB, and AMEX. We also offer PayPal as a payment option. Cash payments are accepted at our office locations: Lembongan office: Jungutbatu Beach, Lembongan, 50 meters before the stairs to Batu Karang. Sanur office: Jl. Matahari Terbit, Sanur Kaja.

Question 3

How much luggage can I bring?

Accepted Answer

Each passenger may bring 1 carry-on item no larger than 60 cm x 40 cm x 30 cm, and 1 checked baggage no heavier than 22kg. Additional items such as surfboards, fishing rods, prams, and travel cots are free of charge. Please notify us in advance if traveling with extra items. If you have additional baggage, please contact us prior to departure.

Question 4

Can I bring my pet onboard?

Accepted Answer

Yes, pets are allowed to travel on the rear of our boat. They must wear a lead and stay on the rear deck. You need a copy of your pet’s latest vaccination record as required by the Sanur Harbour Master. You and your pet will wait at the rear of the building for boarding.

Question 5

How do I check ticket availability?

Accepted Answer

Our seat availability is always up to date on our website. Please proceed with your booking to see availability. If the selected date or time is not available, the system will suggest an alternative trip.

Question 6

I have mobility issues or had an operation, or an existing medical condition. Is it safe to travel on your boat?

Accepted Answer

Please seek advice from a medical practitioner before traveling. Our boat anchors to the shoreline of Jungut Batu Beach in Lembongan, and you will be disembarking or boarding the vessel from the beach.

Question 7

I am pregnant. Is it safe to travel?

Accepted Answer

You should seek advice from a medical practitioner before traveling while pregnant.

Question 8

What are the check-in and boarding procedures?

Accepted Answer

Sanur check-in: Check-in at Sanur Harbor 45 minutes prior to departure. Luggage and guests are transported to the harbour for boarding. Lembongan check-in: Check-in at the Lembongan office 30 minutes prior to departure. Follow staff directions for boarding.

Question 9

Can I make a change to my booking?

Accepted Answer

Rescheduling depends on seat availability and must be done at least 48 hours before departure during the regular season, or 4 days before departure during the high season.

Question 10

If I miss the ferry, can I reschedule my ticket?

Accepted Answer

If you miss the ferry, you are considered a 'no-show' and are not entitled to a refund, reschedule, or credit note. Please refer to your travel insurance for assistance.

Question 11

If I am unwell, can I reschedule my ticket?

Accepted Answer

Rescheduling depends on seat availability and must be done at least 48 hours before departure in regular season or 4 days before departure in high season. Tickets cannot be rescheduled within 48 hours of departure.

Question 12

What if I need to cancel my trip?

Accepted Answer

Passenger-initiated cancellations more than 2 weeks before travel receive a 50% refund or credit note. Cancellations between 48 hours and 2 weeks before travel receive a credit note. No refund for cancellations within 48 hours of travel.

Question 13

Why should I book a car service through Setia Fast Ferry?

Accepted Answer

Our drivers are familiar with the best routes and are in contact with office staff to ensure you reach your destination on time. External drivers may not be familiar with Sanur Harbour, and local regulations restrict services like Gojek, Grab, or taxis from picking up guests at the harbour.

Question 14

What happens if my ferry is cancelled due to bad weather?

Accepted Answer

If the Harbour Master closes the waters due to bad weather, we will offer a credit note for the ticket/s, valid for 12 months from the date of issue.

Question 15

How many passengers does your vessel fit?

Accepted Answer

Our vessel has seating for 75 passengers in a 3-3 seating configuration. Seating is not reserved and is on a first-come, first-served basis. We prioritize comfort with spacious seating and marine-grade air conditioning.

Question 16

Can I select my seat?

Accepted Answer

No, we do not offer reserved seating. It is first-come, first-served. We have seating for 75 passengers in a 3-3 configuration.

Frequently asked questions