Frequently Asked Questions (FAQs)

Reservar

Online bookings - Purchase of tickets

SELECT ROUTE: Select the ticket type (one way or round trip) along with the origin and destination of your trip. The tab will automatically open to select the dates of your trip.
DATES: Select the date by clicking on the calendar corresponding to the one-way date, by default the current day appears but you can move between the dates by clicking on the arrows that appear above the calendar. The fields for the choice of PASSENGERS and VEHICLE will appear below.
PASSENGERS: You must select the number of passengers according to age at the time of travel. If you are traveling with a pet, please select the box in this section. During the booking process you can indicate the exact number of pets that will travel.
The option to add your vehicle ticket to your booking will automatically appear below. By default, the displayed value is No Vehicle and press SEARCH.

If passengers have any discount / bonus for residence and / or large family, you must indicate by selecting an option from the default.

In addition, if you have a promotional code, you must indicate it, so we calculate your rate.

Once you have entered all the passenger and/or vehicle details and clicked MAKE PAYMENT, you will be redirected to a new (secure) Banco Sabadell screen to pay by debit or credit card. The price shown in your booking includes VAT and any other taxes or fees associated with the services purchased. For your security, Menorca Lines by Trasmapi does not store your card details.

Upon completing your ticket purchase, if your card payment has been successfully processed, a booking confirmation screen will appear where you can download the vouchers associated with your reservation. You will also receive a confirmation email containing the vouchers for the services purchased and your booking reference. This documentation serves as proof of purchase and acceptance of the contracted services.

Payment can be made via Bizum or by bank card (debit or credit) through a virtual POS terminal provided by Banco Sabadell (a secure payment platform). American Express payments are not accepted.

The cardholder used for payment does not need to be the reservation holder, as it will not be necessary to present the card used in the booking process to obtain boarding passes.

After purchase, you can check in online to obtain your boarding passes.

Any changes to the booking must be requested by calling +34 971 32 43 07 or via email to reservas@menorcalines.com ( agencias@menorcalines.com if you made the booking through the professional area ) , up to 2 working days before the travel date, provided that the boarding passes have not been issued (manual or automatic check-in).

If you wish to make a change or cancellation on a Sunday or public holiday, you must request it by calling +34 871 751 697 (Alcudia Ticket Office) or +34 971 384 392 (Ciutadella Ticket Office).

No cancellations will be processed for bookings made with the BASIC RATE , as it only allows date changes with repricing. Only the FLEXIBLE RATE allows cancellations (with restrictions) .

Any change may be subject to a price modification, the difference of which must be paid; processing costs may also arise, or the service may not be available.

If the cancellation is made 7 or more days before the date of use of your first service, you will be refunded 90% of the amount paid, with the remaining 10% covering cancellation costs.
If the cancellation is received 6 days and before 48 hours before the ship's departure, 20% of the ticket price will be deducted as cancellation fees.

In all cases of cancellation or modification without cost, management fees of 15 euros per booking may be charged.

Failure by the passenger to show up without prior notice on the day of travel will be treated as a cancellation, and no refund will be given to the end consumer.

Professional area for travel agencies

Payments will be made through the Professional Area via debit/credit card, or, if so stated in the agreement between the agency and Menorca Lines, no payment will be made to confirm the booking, as long as the credit limits established by the parties are not exceeded.

Billing is done monthly. If you do not receive your invoice via email, please contact the Agencies Department in the CONTACT section or by phone at +34 971 32 43 07.

Onboard services

Rates and schedules

The passenger's age will be taken into account at the time of travel, not when making the reservation. To verify this at the time of boarding, our staff may request documentation proving the date of birth.

Baby : Up to 1 year old, babies can travel for free as they do not occupy a seat.
Child: From 2 years old up to 13 years old (both completed), the passenger will have a special discounted fare.
Adult: From 14 years old up to 59 years old, the passenger will pay 100% of the fare.
Senior : For passengers aged 60 and over, the current fare will have a special discount.
Pets: Pets travel free of charge.

Passengers who fail to board, for any reason beyond the Company's control, will not be entitled to a refund of their ticket price. The Company will not be held liable if a passenger misses any service as a result of arriving late, and will not be obligated to delay any service to wait for the passenger's arrival, nor to provide them with a seat on another service if they miss their ride.

The Company will not be liable in case of loss or theft of the tickets and will not be obliged to replace or reissue said tickets or refund the amount paid.

Boarding of passengers, vehicles and pets

With us, your pet is always FREE, HAPPY , and WITH YOU ! We are pet lovers!

Animals boarding at the facility must be microchipped, vaccinated against rabies (for animals over three months old), and travel with a passport or veterinary record showing the owner's full name, up-to-date contact information, national identity document number, the animal's identification number, and proof of current rabies vaccination (for animals over three months old). Dogs must wear an identification tag on their collar with the owner's contact information.
Those responsible for dogs of breeds considered potentially dangerous will have to present the card or documentation of the municipal license for their possession, and a photocopy of the civil liability insurance policy with the last paid receipt to prove that it is in force.”
Dogs may travel outside their carrier on a harness and leash in the designated area on the ship. Dogs considered potentially dangerous must wear a muzzle. Only basket muzzles are permitted.
Those responsible for the animal will have the obligation to keep them in adequate hygienic and sanitary conditions.
No physical or verbal abuse of animals will be tolerated, and the company may, if it deems it necessary, report it to the competent authority.
Those responsible for the animals will be responsible for any damage the animals may cause during their stay, both to the ship and to third parties or other animals.
Those responsible for the animals must collect the excrement, urine and any other waste from the animal, and will also have to take responsibility for keeping the space used in a good state of hygiene.
Cats must always travel inside the carrier, with no possibility of leaving the carrier, and will always be housed away from dogs.
We have 4 cages, 2 of 100*59*60 (width, depth and height) and 2 of 80*50*58 (width, depth and height).

For more information you can visit our website petlovers.menorcalines.com

At Menorca Lines, we are available to passengers with reduced mobility who require assistance while traveling. We ask for your cooperation and recommend that those requiring special attention (people with reduced mobility, visual or hearing impairments, etc.) indicate this when purchasing their tickets online or, failing that, at least 24 hours in advance, specifying their special circumstances so that ground staff and crew can provide appropriate assistance.

In step #3 of the booking process: Entering personal data , you will find the option to inform if any of the passengers need assistance and what kind.

Blind people : Applying the specific rule, guide dogs will have access to the rooms and will be placed next to the person they accompany without being an obstacle to the evacuation routes.

Check-in

Online self check-in is a free process to obtain boarding passes and be able to access the vessel directly without going to the ticket office.

After making your reservation, go to the MANAGE YOUR RESERVATION - CHECK-IN section at www.menorcalines.com . You will need to enter your booking reference number (provided in the on-screen booking confirmation or received by email) along with the email address you provided when making the reservation.

This service is only available during the 15 calendar days prior to your departure date. Please note that once boarding passes have been issued, no changes or cancellations can be made to your booking.

Automatic check-in

Let us handle the check-in and save time before your ferry departure: if you haven't checked in online, we'll do it for you automatically and send your boarding passes to your email 48 hours before your travel date.

The check-in process may not be successful in the following situations:

The page is unavailable. There may be an error on the website; please try again later.

- I am a resident and it is not possible to verify the passengers' residency electronically. This may be because the computer platform is not operational or because the platform's response is negative, either due to incorrectly entered passenger data or because the passenger is not registered in the system.

Boarding passes must be obtained at the ticket offices of the Maritime Stations located in the Port of Mallorca or Menorca, presenting the booking voucher received by email.

In all cases, if the error persists, you can contact Menorca Lines by Trasmapi to report the incident.

Request an invoice

Travel documents

Documentation for residents in the Balearic Islands

The Menorca Lines sales system is integrated into the SARA telematic platform provided by the Ministry of Public Works, which allows you to check online if you meet the requirements to obtain the residence discount.

If the check is YES , you can check in online and issue boarding passes to board the ferry directly.

If the verification is NEGATIVE , in accordance with Royal Decree 1/2014, you must obtain your boarding pass at the ticket offices by presenting an original and valid resident certificate according to the model in Annex I of Royal Decree 1316/2001, modified by Royal Decree 1340/2007 * . In addition, you must present an original and valid identification document: National Identity Document (DNI) (Spanish citizens except those under 14 years of age) or National Identity Document/Passport and Long-Term Permanent Foreigner's Identity Number (NIE) (foreign citizens).

Children under 14 who do not have a national identity card (DNI) must always provide a certificate of residence. Menorca Lines recommends that you bring your certificate of residence if you have never verified your residence online, if you have recently changed your address, or if you have received a negative response during previous verification attempts.

* Please remember that one document must be presented for each ticket and passenger. According to information provided by the Directorate General of the Merchant Marine of the Ministry of Public Works, shipping companies "must keep and safeguard copies of the documentation proving residency," therefore this certificate must be printed on paper and is not valid on mobile devices to allow for photocopying or digitization.

Download

Documentation for Large Families

If you are a large family, you can get a discount on the official rate of 20% for the General category and 50% if the category is Special.

At the time of purchase and issuance of boarding passes at our ticket offices, pursuant to the provisions of Royal Decree 1621/2005 , of December 30, which approves the Regulations of Law 40/2003 of November 18 on the protection of large families, if you are entitled to the large family discount you must present the following documentation:

Original valid Large Family Certificate or individual card of each passenger (issued by a Spanish Administration).
Photocopies of the pages of the Large Family Certificate showing the following information:

I. Title Category

II. Name and ID of the passenger

III. Validity and Expiry

If the necessary documentation to obtain the large family discount is not presented, boarding passes will be issued without the corresponding discount, and the difference of the discount applied when making the reservation must be paid at the ticket office.

Booking conditions

Any change in the reservation must be requested by calling +34 971 32 43 07 or through our email reservas@menorcalines.com or (agencias@menorcalines.com) if you have made the reservation through the professional area), up to 2 working days before the date of travel, provided that the boarding passes (check-in) have not been issued.

If you wish to make a change or cancellation on a Sunday or public holiday, you must request it by calling +34 871 751 697 (Alcudia Ticket Office) or +34 971 384 392 (Ciutadella Ticket Office).
Remember to provide the booking reference number or the e-mail address that was inserted during the purchase process.
The response time of our online sales department is 48 hours.
The refund will be made to the same card used to pay for the booking. The refund period will depend on the type of card (debit or credit), from 2 to 15 days.
Cancellations requested within 24 hours of the travel date will not be subject to cancellation fees.
If the booking was made with a third party (not menorcalines.com), you must contact the seller directly to request changes or cancellations.
Passenger tickets (not vehicles) are valid for up to 1 year, you can travel with the same ticket on another date without having to cancel the booking.