Question 1

Which companies do you work with?

Accepted Answer

We work with the leading companies serving the Greek islands: Cyclades Fast Ferries, Golden Star Ferries, and SeaJets.

Question 2

Can I pay with Apple Pay or Google Pay?

Accepted Answer

Yes, on supported devices. The Apple Pay and Google Pay buttons appear automatically at checkout when your browser/device supports them. Cards added to those wallets are tokenized — IslandPass never sees the actual card number.

Question 3

How does the vehicle rental request process work?

Accepted Answer

1. Pick your pickup and return dates/times on the vehicle page and submit the request.
2. You receive a confirmation email with your request code (e.g. **VEH-XXXXXXXX**).
3. The rental provider is notified and reviews availability.
4. The provider contacts you directly to confirm the dates and arrange the details — pickup/return location, driver license check, deposit, optional insurance (C.D.W.).
5. Payment is made directly to the provider on pickup. IslandPass never charges you and never holds your funds.

Question 4

How does IslandPass work?

Accepted Answer

IslandPass is your digital travel assistant for the Cyclades. Through our platform you can instantly book ferry tickets and submit inquiry requests for accommodation and vehicle rentals across the Cyclades (currently Tinos, Andros, Naxos, and Santorini), connecting directly with property owners.

Question 5

How does the accommodation request process work?

Accepted Answer

1. Pick your dates and number of guests on the property page and submit the request.
2. You receive a confirmation email with your request code (e.g. **ACC-XXXXXXXX**).
3. The owner is notified and reviews availability.
4. The owner contacts you directly (by email or phone) to confirm the dates and arrange the details — check-in time, payment method, key pickup, etc.
5. Payment is made directly to the owner. IslandPass never charges you and never holds your funds.

Question 6

What is IRIS and can I pay with it?

Accepted Answer

IRIS is the Greek bank-to-bank instant payment system — no card needed. If you bank with a Greek institution, choose IRIS at checkout, scan the QR code or open your bank's app, and confirm the payment. The ferry e-ticket is issued the moment the bank confirms.

Question 7

How do I book?

Accepted Answer

1. For ferries: Search for your route, pay online, and receive your e-ticket instantly.
2. For accommodation/vehicles: Click 'Request Booking'. Your request is forwarded to the owner, who will contact you regarding availability and to complete the booking.
3. If you're signed in, your saved passengers, vehicles, and payment cards pre-fill the form so you can complete a booking in seconds.

Question 8

How does the 10-minute Grace Period work?

Accepted Answer

Within 10 minutes of issuing your ticket, you can cancel for a 100% refund of the full amount paid — including any booking fees — provided the ferry company supports it on that route. After 10 minutes, the per-company deadlines (see the table below) apply.

Question 9

How can I track the status of my request?

Accepted Answer

Go to the **My Booking** page and enter your request code (starts with **ACC-**) together with the email you used. You will see one of three statuses:

- **Pending** — the owner has not replied yet.
- **Confirmed** — the owner accepted your request.
- **Cancelled** — the request was cancelled (by you or the owner).

You will also receive an email any time the status changes.

Question 10

How can I track the status of my rental request?

Accepted Answer

Go to the **My Booking** page and enter your request code (starts with **VEH-**) together with the email you used. The status updates from **pending** → **confirmed** once the provider accepts. You will also be notified by email when the status changes.

Question 11

Can I message the owner through IslandPass?

Accepted Answer

Yes. From your request page you can send messages directly to the owner — useful for asking questions about the property, agreeing on a check-in time, or sharing your arrival details. The owner is notified by email and the full conversation stays on your request page.

Question 12

Can I convert my tickets to Open?

Accepted Answer

Yes — up to 2 conversions per ticket, subject to each company's deadline (see the table below). Open tickets are valid for 12 months from the original sailing date. When you reuse an open ticket, the amount you originally paid is credited toward the new sailing; if the new sailing is more expensive, you pay the difference at issue time.

Question 13

Can I message the rental provider before pickup?

Accepted Answer

Yes. From your request page you can send messages directly to the provider — useful for arranging the pickup/return location, asking about extras (child seat, GPS, additional driver), or sharing your flight or ferry arrival details.

Question 14

What are the payment methods?

Accepted Answer

- Ferries: Visa / Mastercard / American Express through our PCI-compliant payment provider, plus Apple Pay, Google Pay, and IRIS for Greek bank accounts. Logged-in customers can save a card for one-tap rebooking — only a tokenized reference is stored, never the full card number.

- Accommodation & Vehicles: IslandPass does not collect payments. Payment is made entirely and directly to the owner/provider, in the manner you agree upon with them.

Question 15

Are my card details safe? Can I save a card for next time?

Accepted Answer

Yes — IslandPass is PCI-DSS compliant. Card details enter our payment provider's hosted form directly; they never touch our servers. If you're signed in, you can save a card after checkout — only a tokenized reference is stored, never the full PAN. Saved cards can be removed any time from My Account → Settings.

Question 16

When does an open ticket expire and how are the 12 months calculated?

Accepted Answer

Each ferry company calculates the 12-month validity differently:

- Fast Ferries & Golden Star Ferries: 12 months from the ticket issue date. Converting to open does not restart the clock. If you change your tickets, new tickets are issued and the validity is calculated from the new issue date.
- Seajets: 12 months from the conversion-to-open date. Each new conversion restarts the 12-month clock.

When you use the open ticket on a new trip: if the new fare is higher, you pay the difference; if it is lower, the difference is forfeited and is not refunded.

In all cases, if the open ticket is not used by the expiry date, its value is forfeited with no refund.

Question 17

My bank asked me to verify the payment — is that normal?

Accepted Answer

Yes. EU regulation (PSD2 / Strong Customer Authentication) requires most online card payments to be confirmed via your bank — usually with a one-time code, fingerprint, or push notification from the bank's app. This protects you against unauthorised use. If verification fails, retry, or pick a different payment method.

Question 18

What do I need to rent a vehicle through IslandPass?

Accepted Answer

You need a valid driving license issued at least 12 months prior. Citizens from non-EU countries (e.g. USA, UK, Canada, Australia) can rent normally. If your license is not in Latin characters, you must also present an International Driving Permit (IDP).

Question 19

Is submitting a Request a final booking?

Accepted Answer

No. Your request informs the owner of your interest. The booking is only confirmed once the owner contacts you and confirms availability. Owners typically reply within 24 hours, and you'll receive an email when they confirm or decline.

Question 20

Do I need to create an account?

Accepted Answer

Optional, but recommended. A free account gives you: full booking history (ferries, accommodation, vehicles), saved passengers and vehicles for instant rebooking, saved payment cards (tokenized — we never store the full number), and settings to change your password or delete your account at any time.

Question 21

How do I check in online and download my boarding pass?

Accepted Answer

Web check-in opens before each sailing depending on the company. Once it's open, go to My Booking, look up your ticket, and you'll see the Web Check-in button. After completing it, your boarding pass is available as a printable PDF — keep it on your phone or print it. Some routes still require a kiosk-printed ticket; the booking page tells you which.

Question 22

How do I get a receipt or invoice for my booking?

Accepted Answer

A receipt is automatically attached to the confirmation email for every ferry booking. If you're signed in, all receipts are also available from My Account → Ferries. For accommodation and vehicle bookings, the owner / provider issues the receipt directly when you pay them.

Question 23

What is the age limit for renting?

Accepted Answer

For car rental, the driver must be over 23 years old. For scooter rental, the age must be over 21 years old. Exact requirements are listed on each vehicle page.

Question 24

How do I cancel an accommodation request?

Accepted Answer

Because the booking is between you and the owner, any change or cancellation is handled by them directly — IslandPass forwards their contact details so you can reach them. We do not participate in the cancellation process for accommodation.

Question 25

What personal data do you store, and how is it protected?

Accepted Answer

We store the minimum required to run a booking: passenger names, contact email, phone, and (for ferries) document numbers and date of birth. Sensitive fields are encrypted at rest with AES-256-GCM, audit-logged on every access, and isolated by row-level security. We are GDPR-compliant — you can review and delete your account at any time from My Account → Settings, which wipes saved passengers, vehicles, and cards. Booking history is retained for accounting purposes as required by Greek tax law.

Question 26

What does the insurance cover?

Accepted Answer

All rentals include basic third-party liability insurance. Many providers also offer optional Collision Damage Waiver (CDW), which reduces your excess liability — for example to €500 — and some offer Super CDW which removes the excess entirely. Most agencies hold a refundable deposit on your card at pickup; the amount is shown on the vehicle page.

Question 27

What discounts are available, and what document do I need at boarding?

Accepted Answer

Common discounts include child fare, infant fare, student, large-family (3+ children) and loyalty programmes (Fast Friends, SeaClub, Golden Miles, and others). Child and infant fares need no extra documents. Loyalty discounts only require the card to be in the passenger's name — no additional proof. Student and large-family discounts require the matching certificate at boarding (e.g. a student ID, or a large-family certificate). The discount you select is shown on the ticket and on each passenger's boarding pass.

Question 28

What if the owner doesn't reply to my request?

Accepted Answer

Most owners reply within 24 hours. If you haven't heard back after 48 hours, the request will likely lapse — feel free to send a new request to a similar property. You can also email us at info@islandpass.gr and we'll follow up with the owner directly.

Question 29

What are the check-in and check-out times?

Accepted Answer

Each listing shows its own check-in and check-out windows on the property page. If your travel plans don't fit, contact the owner — many can arrange early check-in or late check-out depending on the day's bookings.

Question 30

Can I receive emails in Greek or English?

Accepted Answer

Confirmation emails follow the language you booked in. You can switch the website language at any time from the menu — your next booking's emails will use that language.

Question 31

What happens in case of damage or theft?

Accepted Answer

In case of damage or theft during the rental period, the renter is obligated to cover all resulting costs, in accordance with the terms of the contract signed with the provider.

Question 32

Can I book my own car or motorcycle on the ferry?

Accepted Answer

Yes. During the ferry search, choose the vehicle type and enter the registration plate. The vehicle is booked together with your passenger ticket. Each company has its own vehicle classes and dimensions — the search shows you the price for each.

Question 33

What is the fuel policy?

Accepted Answer

The 'same fuel level' policy applies. The vehicle is delivered with a specific amount of fuel and must be returned with the same level (usually full-to-full).

Question 34

How do I unsubscribe from marketing emails?

Accepted Answer

Every newsletter has a one-click unsubscribe link at the bottom. You can also manage your preferences from My Account → Settings, or email us at info@islandpass.gr and we'll do it for you.

Question 35

Can I travel with my pet?

Accepted Answer

Yes, on most routes. A separate pet ticket is required and rules differ per company — most ships provide kennels for larger dogs, and small on-board carriers for smaller pets. Select the pet option during ferry search to see the price and rules for your specific sailing.

Question 36

Are pets and events allowed?

Accepted Answer

It depends on the property. Each listing page clearly indicates whether pets and events are allowed — look for the icons in the property details. If the listing doesn't allow it but you have a special request, ask the owner before sending a booking request.

Question 37

Can I travel with the vehicle off-island or off-road?

Accepted Answer

By default, vehicles cannot leave the island or be driven on unpaved roads, beaches, or rough terrain. Inter-island ferry transport may be granted with the provider's prior **written** permission — please ask before booking. Any damage caused by off-road driving is the renter's full responsibility.

Question 38

What ID do I need to board?

Accepted Answer

In practice most ferry companies rarely check ID at boarding, but for safety and legal reasons we recommend carrying a valid passport or EU national ID — and for minors an ID, passport, or birth certificate (depending on age). The name on the ticket cannot be changed after issue; typos or minor discrepancies almost never cause problems at boarding.

Question 39

Are there extra fees on top of the nightly price?

Accepted Answer

IslandPass does not add any service or booking fees on accommodation. Some properties may charge a cleaning fee or local tourism tax (often paid in cash on arrival); these are agreed directly with the owner before the booking is finalised.

Question 40

Where does pickup and return take place?

Accepted Answer

Usually at the port or the provider's premises at no charge. For other locations, you can arrange directly with the owner after submitting your request.

Question 41

When will I see my refund after a cancellation?

Accepted Answer

Refunds for ferry cancellations are issued back to the original payment method. Card refunds typically appear within 5–10 business days, although your bank may take longer. IRIS payments are returned by bank transfer and follow the same window. You'll receive an email confirming the amount when the refund is processed.

Question 42

What happens if my ferry is cancelled by the company?

Accepted Answer

If a sailing is cancelled — typically due to weather or mechanical reasons — the ferry company offers either a free reschedule onto the next available sailing, or a full refund to the original payment method. We email you as soon as we have the company's decision; you can also reply to that email if you want to change the option offered.

Question 43

Is there a refund if I return the vehicle early?

Accepted Answer

In case of returning the vehicle earlier than the agreed end time (for any reason), no refund is provided.

Question 44

What happens in case of a traffic fine or violation?

Accepted Answer

All fines and penalties for traffic violations incurred during the rental period are the sole responsibility of the renter.

Question 45

I can't find my e-ticket — what now?

Accepted Answer

Use the My Booking page and look up your ticket by reservation number and email. Or use the Forgot Booking link to have the confirmation re-sent to the email you booked with. Your booking history is also visible inside My Account if you booked while signed in.

Question 46

Can I cancel a vehicle rental request?

Accepted Answer

Each provider sets its own cancellation policy, shown on the vehicle page. Until the owner confirms the rental, you can typically cancel for free by contacting them. Once confirmed, the provider's cancellation terms apply (e.g. full refund up to N days before pickup).

Question 47

Can I add a second driver?

Accepted Answer

Most providers allow a second driver, often for free. The vehicle page shows whether a free second driver is included for each listing. The second driver must meet the same age and licence requirements and present their licence at pickup.

Question 48

Are helmets included with scooter rentals?

Accepted Answer

Yes — by Greek law, helmets are mandatory and providers supply them at no extra cost. Most listings indicate the number of helmets included; ask the provider if you need additional sizes for passengers.

Question 49

Is roadside assistance included if I break down?

Accepted Answer

Many providers include roadside assistance throughout the rental — the vehicle page tells you per listing. The breakdown number is on the rental contract you sign at pickup. If the issue is mechanical and not driver fault, repair or replacement is normally covered; off-road or off-island incidents are not.

Question 50

Can the vehicle be delivered to my hotel or another address?

Accepted Answer

Pickup and return are usually free at the port or the agency's premises. Many providers also deliver to your hotel or accommodation — sometimes free, sometimes for a small fee. Mention the delivery address in your request and the provider will confirm.

Question 51

What languages does the provider speak at pickup?

Accepted Answer

Each vehicle listing displays the languages the agency speaks. Greek and English are the most common; many also speak French, German, Italian or Spanish. If you need a specific language, you can filter by it during search.

Frequently Asked Questions

General

Ferry Tickets

Accommodation

Vehicle Rentals

Policies by Company