FREQUENTLY ASKED QUESTIONS
F.A.Q.s
What I need to know before buying a ticket?
It is essential to have clear the date and schedule.
How can I buy a ticket?
You can get your tickets on our website, or at our shop in Pio Baroja Square, 1.
We do not make reservations or sales by phone.
On-line sales are closed one hour before departure, so after that time you can only buy tickets at the shop.
Can I buy my tickets on-line and then pay for them on the boat?
No, the full amount must be paid at the time of purchase.
Can I book tickets without buying them? How far in advance should I buy them?
We don’t make ticket reservations. To guarantee you a place, we advise you to buy as early as possible, especially on designated dates or during high season, from April to October.
Do I need to print the ticket?
No, you don’t need to print it, just show us the QR code by the time of boarding.
Can you get out on one boat and come back on the next? Do you make stops?
No, the trips are round-trip without stops, from and to the point of origin, the Pío Baroja pier.
Are seats numbered? What should I do if I want to go on the top deck?
No, the seats are not numbered because passengers’ preferences change depending on whether it’s raining or sunny. Passenger boarding is always done on a strict first-come, first-served basis, regardless of the type of ticket they have, respecting a single line in order of arrival.
If you wish to take the tour on the upper deck, you should be one of the first 30 people (maximum capacity allowed upstairs) to board. We recommend waiting before the boarding time, with the maximum advance notice possible.
Can I cancel the purchase of tickets?
No, once the purchase has been made, it cannot be cancelled. Changes are allowed up to 72 hours before departure.
In the case of justified reasons of force majeure, provided that the refund is requested before the agreed departure time, the company will consider the possibility of making the refund. It is essential to send the supporting document by email to bilboats@bilboats.com.
In no case will it be considered an excuse for being late, and no changes or refunds will be made for not showing up on time. Also, no refunds are made for not showing up early enough to qualify for a seat on the upper deck.
What are the reasons why Bilboats might cancel my trip?
For safety, mechanical and/or adverse meteorological reasons that pose a danger to the safety of the passengers as well as to the boats and workers.
What happens if it rains? Is the exit cancelled?
No, trips are not canceled due to rain because it often rains in Bilbao. Our boat, Ibai Alai, is equipped with a covered area that can accommodate 50-60 people, allowing you to enjoy the journey without getting wet.
Additionally, we have rain ponchos for sale for the brave souls who dare to sail outside or on the upper deck. Feel free to inquire with the crew.
How far in advance should you arrive for boarding?
In order to guarantee punctuality on our routes, boarding begins 30 minutes before departure for 120′ routes and 15 minutes before departure for 60′ routes. Boarding is open until the time of departure. We don’t wait for anyone who doesn’t arrive on time.
How long are the trips? Is it possible to sail under the Bizkaia Bridge in Portugalete?
‘Sailing Bilbao’: 1 hour approx.
‘Sailing to the Sea’: about 2 hours.
To sail under the Bizkaia´ s Bridge, which connects Portugalete with Las Arenas, you should buy tickets for the two-hour tour, ‘Sailing to the Sea’.
Is it wheelchair accessible?
The reality is that the pier in Pio Baroja has not yet been adapted by the Bilbao City Council for people with reduced mobility. The access ramp reaches a dangerous slope during low tide which makes boarding difficult and dangerous. For this reason, to safeguard the safety of everyone, we only allow boarding as long as the tide is high.
It is important and essential that the wheelchair with which you access is manual, not motorized.
If requested in advance, the office has a manual to make the change. To check if it is feasible, contact us at 644 442 055 or bilboats@bilboats.com.
Are animals allowed on the boat?
Yes, as long as they are small dogs (less than 8 kilos approx. ) that travel in arms or in a carrier throughout the journey.
Guide dogs will be able to access without problems.
In both cases you must notify us in advance at 644 442 055 or bilboats@bilboats.com.
Are baby strollers allowed on the boat?
Yes, you can take them. The crew will tell you where to place it.
Are there any offers or discounts?
Yes, we have a special rate for both children from 0 to 4 years old, children from 5 to 10, people over 65 years old and people with disabilities.
Discount for groups of 10 or more people, both on the website and at the direct sales office, only the 10% discount will apply provided a single payment is made.
In addition, if you buy your ticket online you will get a 30% discount on the price of drinks at the bar of the boat. To do this, you must show the ticket to the staff. This promotion is only applicable to the ‘Sailing Bilbao’ and ‘Sailing to the Sea’ routes.
Can minors travel alone?
No, individuals under 18 must always be accompanied by an adult.
How do I get the invoice for my trip?
If you need an invoice, please fill out the reservation form with the details you want on it. Once you receive the purchase ticket, you’ll find a link at the bottom to download the invoice.
Can I hire the service for a private party?
Yes, of course. Just contact us and tell us what your plan is and we will help you make it happen.
Are special trips organised for groups?
Yes. Contact us at bilboats@bilboats.com, tell us what you would like to do and we will explain all the possibilities.
