Flight delayed and a prepaid boat: who to call first

Call the party who sold you the boat first, whether that is the agent, the resort or the operator. They are the ones who can move your seat. Send a short message as soon as you know the flight is late, even before you know by how much.

This page gives you the call order, a message to adapt and the proof to keep. For the wider route, read the journey in four legs, and see how to build a buffer between flight and boat for next time.

Who do you call, and in what order?

Work out who sold you the boat, and call them first.

1. If you bought a package, call the agent who sold it. They hold the booking.
2. If your resort arranged the transfer, call the resort’s transfer contact.
3. If you bought the boat ticket directly, call the boat operator.
4. Then tell the others, so the resort, operator and agent hear the same thing.

If you are not sure who holds the booking, check your confirmation message for a name and a phone number. Our page on who pays when a connection fails explains how these parties usually relate.

What message can you send in two minutes?

Send this by WhatsApp while you wait at the gate, and adapt it:

“Hello, we are booked on the [time] boat to [island], booking [reference]. Our flight [number] is delayed and now expected at [time], so can you hold our seats or move us to a later boat? Please tell us your cut-off and any cost, and our number is [number].”

Update the message when you have a real landing time. An early warning gives the operator more choices than a late call.

What do you ask about moving the boat?

Ask these, and keep the reply in writing:

• Can you hold our seats, or move us to a later boat today?
• If today is not possible, can we take the first boat tomorrow?
• Is there a charge for the change, and who pays it?
• Will our room be held, and for which nights?
• What is your cut-off, and what happens if we are late?

Boats from Kuala Besut run from early morning, with the last reported at about 17:00 to 17:30 ^[1]. A delay near that time is serious, so ask early.

What proof should you take at the airport?

Collect this while you are still there. It is much harder after you leave.

• A screenshot of the delay on the airline app or the departure board.
• The airline’s message, if they send one.
• Your boarding pass and the booking confirmation for the boat.
• The time of each call and the name of the person you spoke to.

Our page on travel insurance and missed boat connections explains how this proof can help a claim.

What if you cannot reach anyone?

Send the message to every number you have: agent, resort and operator.

Then decide a plan B. A room near the jetty, and the first boat tomorrow, is a calm fallback. Our guide on what to do if you miss the last boat walks you through it.

A better fit if…

Holding the same boat may be a better fit if the delay is short and the operator confirms a seat. Moving to the first boat tomorrow may be a better fit if the flight lands near or after the last boat, and you travel with children or older parents. Send us your details and we will help you choose.