1. Home
  2. Customer Service

Customer Service

Assistance for Tours and Ferries

Need help? You're in the right place.

On SorrentoInsider you'll find a carefully curated selection of tours and boat experiences in Sorrento and the Amalfi Coast. With so many options available, finding the right one is easier when you have someone who knows them inside out. Get in touch before you book: we'll help you narrow it down to the 2–3 experiences that truly match what you're looking for.

Christina
Christina
Camilla
Camilla
Eleonora
Eleonora

How to get in touch

Chat

The quickest way to get assistance. Even when we're offline, you can drop us a message and we'll get back to you within a few hours.

Email

Prefer to write when it suits you? Reach us at help@sorrentoinsider.com. Response time: within 24 hours (though we usually reply much sooner!).

Send us an email

Already have a booking?

Pull up the voucher you received by email: it contains all the operational details and direct contacts for your service provider.
For changes or cancellations, that's usually the fastest path. If you're unable to reach them, we'll take it from there.

  • We live and work in Sorrento: our knowledge is current and on-the-ground because we're right here in the area.

  • We know our partners personally: that means we can move quickly whenever something needs sorting out.

  • You can count on us: every experience has been personally vetted and selected with care.

Quick answers to the most frequent questions.

Ferry / hydrofoil tickets

Even if your booking started on SorrentoInsider, ferry and hydrofoil tickets are issued and handled through Ferryhopper or Traghetti Lines, depending on the shipping company and availability.
As a result, any changes, cancellations, or refund requests need to go through the platform that issued your ticket.

Not sure who to contact?
Check your booking confirmation email: it will show whether your ticket was issued by Ferryhopper or Traghetti Lines, along with a dedicated booking reference. If you're still unsure, write to us and we'll point you in the right direction.

Experiences & tours

How do I modify or cancel a tour?
Use the contact details in your voucher to reach the provider directly: it's the most efficient route.
If you don't hear back or need a hand, contact us and we'll follow up on your behalf.

Cancellation and refund conditions
Each service has its own terms. You'll find the specifics on the service page and inside your booking voucher.

Voucher not in your inbox?
Take a look in your Spam or Promotions folder first. If it's not there, write to us with your full name, service date, and the email address used at checkout and we'll resend it straight away.

When it makes sense to reach out to us:
If something feels off or you just need a real person to talk to, we're here.

  • you're having trouble completing a booking or your payment won't go through

  • you'd like a tailored recommendation before booking

  • your voucher hasn't shown up after confirming a purchase

  • something went wrong before or during your experience and you'd like us to step in with the provider

We have direct relationships with our local partners and can act fast when it matters.

FAQ - Frequently asked questions

How can I check if my ferry is running today?
Real-time updates on departures aren't something we can provide directly, as delays and cancellations are decided hour by hour by maritime authorities and vessel captains. For the most current information, always check with the ferry company or the port of departure.

As a general guide, ferry and hydrofoil services may be affected when:
- there are strong winds (e.g. Libeccio, Scirocco, Mistral, Grecale) around 25–35 knots with waves of about 2–3 metres
- the sea is very rough or choppy
- visibility is poor due to heavy fog or rainfall
- severe thunderstorms or official weather alerts have been issued

Hydrofoils are usually the first to be suspended; larger ferries can handle slightly worse conditions but will also be halted when the weather is too severe. Always check the forecast and service status with the ferry operators before you travel.
Which routes are active in winter?
Year-round connections to Capri and the coast depart from Naples, Sorrento, and Castellammare di Stabia, though with reduced frequency compared to summer (roughly every 1–2 hours). Routes from the Amalfi Coast (Positano, Amalfi, Salerno) and Ischia are seasonal and generally run from mid-April to mid-October. Winter sailings may be suspended during rough sea conditions.
Are ferries accessible for passengers with reduced mobility?
All ferries and hydrofoils are required by law to be accessible. That said, we recommend contacting the ferry company before your trip to confirm accessibility for your specific departure and to arrange any boarding assistance you may need.
How early should I arrive at the port before departure?
Plan to arrive at the port at least 20–30 minutes before your sailing. Weekends and the high season (June–September) tend to be busier, so a bit of extra time is always a good idea. If your ticket needs to be collected at the counter, allow additional time for that.
Can I bring my dog or pet on the ferry?
Yes, most ferries and hydrofoils allow pets on board. Small animals must travel in a carrier. Medium and large dogs require a muzzle and leash and must remain in the outdoor deck areas. Remember to add your pet to the booking when purchasing your ticket, and bring their health and travel documents.
Can I bring luggage on the ferry or hydrofoil?
Hand luggage is always included. For larger bags, a small additional fee may apply — you can add it during the booking process or pay at the port.
What if I miss my ferry?

Head to the ticket counter at the port and ask if there are seats available on the next sailing with the same operator. Rebooking isn't guaranteed, but there's sometimes flexibility.

If you booked through our portal, your ticket was issued by either Ferryhopper or Traghetti Lines (as shown on your voucher). For assistance, changes, cancellations, or refunds, contact the provider listed on your voucher:
- Ferryhopper: go to www.ferryhopper.com/en/my-booking/#/ and use the chat.
- MisterFerry: log in at www.misterferry.com/en/login/ or reach their support at www.misterferry.com/en/contacts.aspx

Do I need to print my ticket?
Most ferry companies accept e-tickets — just show the QR code on your phone when boarding. Your confirmation email contains all the details you'll need. A few operators still require a paper ticket, which you collect at the port counter. Check your confirmation email to find out what applies to your booking.
I didn't receive my confirmation email. What should I do?
Start by checking your spam or junk folder. If you booked through our portal, your ticket was issued by either Ferryhopper or Traghetti Lines (as shown on your voucher). Contact the right provider to retrieve it:
- Ferryhopper: download your confirmation at https://www.ferryhopper.com/en/my-booking
- MisterFerry: log in to your account at https://www.misterferry.com/en/login/

If you entered an incorrect email address when booking, contact the platform to have it corrected — you may be asked to verify some booking details for security purposes.
What happens if my ferry is cancelled due to bad weather?

You are entitled to either a replacement ticket of equal value or a full refund from the ferry company. Operators usually notify passengers by email or text, but last-minute cancellations caused by sudden weather changes may not come with advance notice.

If you booked through our portal, your ticket was issued by either Ferryhopper or Traghetti Lines. To manage your request, contact the provider listed on your voucher:
- Ferryhopper: go to https://www.ferryhopper.com/en/my-booking/#/ and use the chat.
- MisterFerry: log in at https://www.misterferry.com/en/login/ or reach their support at https://www.misterferry.com/en/contacts.aspx

Keep your tickets until the refund has been fully processed.