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Frequently asked questions
Planning for your trip
Your Booking
Payement
Boarding
Practical Information
Addressing problems
People with reduced mobility

Frequently asked questions

01. Where can I buy my ticket?

You can buy your ticket:

– On the company website: www.bateliers-arcachon.com,

– At company sales points,

– At company-authorized sales points (list of resellers).

02. How can I purchase an excursion on the UBA site?

  1. Click the “Excursions” tab on https://www.bateliers-arcachon.com/excursions/,
  2. then click on the excursion of your choice.
  3. Go to the bottom of the page to “Our timetables” to see all departure times.
  4. Select the desired date and click “Search”.
  5. Select the time by clicking “Order”
  6. on “Your order” areas on the next page: prepare your booking by clicking on the rates that fit your situation,
  7. then complete the necessary information in the “contact information” section.
  8. Click “Finalize”
  9. on the “Order summary” page. Please check both boxes: “I confirm that this summary is consistent with my order” and “I accept the General Terms and Conditions”.
  10. Click “Pay for my order”,
  11. complete your payment information, then click “pay”.

03. How can I purchase a ticket for a boat shuttle on the UBA site?

  1. Click the “Boat shuttles” tab or follow this link: https://www.bateliers-arcachon.com/navettes/,
  2. Then click on the boat shuttle of your choice.
  3. Go to the bottom of the page to “Our timetables” to see all our departure times.
  4. Select the desired date and click “Search”.
  5. Select the desired time by clicking single trip or return trip
  6. on “Your order” area on the next page: prepare your booking by clicking on the rates that fit your situation,
  7. then complete the necessary information in the “contact information” section.
  8. Click “Finalize”
  9. on the “Order summary” page. Please check both boxes: “I confirm that this summary is consistent with my order” and “I accept the General Terms and Conditions”.
  10. Click “Pay for my order”,
  11. Complete your payment information, then click “pay”.

04. Do I need to buy my tickets ahead of time?

Yes, we recommend purchasing your tickets ahead of time, especially during high season and school holidays.

05. I would like to book a return trip; do I need to specify the return time?

No.

The departure time is chosen at the time of purchase, but the return time is open. You are free to choose the time that best suits you, provided that is during DAYTIME hours (excluding evening shuttles).

Return trip tickets are only valid on the on the established date.

06. I cannot purchase more than 9 seats online, what should I do?

You can make a booking for a maximum of 9 people on our website. If there are more than 9 passengers, you will need to make a new booking.

Example: There are 16 passengers. First make a booking for 9 people, then make a second booking for 7 people.

07. Can I pre-book a trip?

No, we do not offer pre-booking. We require full payment for booking.

01. Do I need to print my ticket?

No, you do not need to print the e-ticket you received by email, you can simply show your mobile phone at the boarding point.

If you cannot show your mobile phone, you will be required to print it.

02. I purchased a trip online; do I need to go to the ticket counter?

No, go directly to the boarding point.

03. I confirmed by booking online. Why haven’t I received a confirmation email?

If you have not received a confirmation email, please check if it is in your spam folder. If not, please contact us at +335 57 72 28 28 and we will check to make sure your booking has been confirmed. Please check with us before making another booking.

04. I purchased tickets online and forgot to include a passenger in my order, can I change it?

No, once your initial booking has been made, you can no longer add a passenger to that booking.

To add a passenger, make a new booking on our website bateliers-arcachon.com.

05. Can I change my booking?

Yes, changes may be made free of charge until the day before the departure, subject to availability. Please email us: lesbateliers@orange.fr .

These provisions do not apply for the following bookings: 14 July & 15 August Fireworks, Meal Cruise, Fishing on the Bay.

06. Can I receive an invoice?

Yes, the ticket you received upon booking constitutes an invoice.

07. I purchased a ticket, is there a pre-assigned seat number?

No, we have open seating on our boats.

08. Does my ticket guarantee I will have a seat?

Yes, if you have a ticket you are guaranteed a seat on one of our boats.

01. Is the payment secure?

Yes, you can safely use your credit card, Visa or Mastercard. Secure payment is guaranteed thanks to an SSL encryption and protection system provided by PAYPLUG services. For any additional information, please see the PAYPLUG guarantees.

02. Can I pay with holiday vouchers?

Yes, we accept holiday vouchers from ANCV (French national holiday voucher agency) at our sales points.

03. What are the accepted payment methods?

Accepted payment methods include credit card (except American Express), cash, bank cheques and holiday vouchers from ANCV (French national holiday voucher agency).

01. How far in advance must I arrive at the boarding point?

If you have already purchased your ticket, you must arrive at the boarding point at least 15 minutes before departure.

If you haven’t purchased your ticket yet, be sure to visit the ticket counter as early as possible, especially during school holidays.

Please also plan for the time required to travel to the boarding point.

03. How can I find out where my boarding point is?

For online purchases, the boarding point is listed on the confirmation email and on your ticket.

During purchases at our ticket counters, our guides will assist you with the booking process.

01. Is there an extra charge for animals?

Dogs and cats travel for free on excursions and boat shuttles.

Dogs must be kept on a lead and under the control of their owners. Cats must travel in a crate or closed basket. Dogs and cats are not allowed on the following trips: Meal Cruise, Fishing on the Bay, Fireworks.

The Company reserves the right to deny access to any animal whose behaviour could present risks for passengers.

Guide dogs are allowed, except for the following trips: Meal Cruise, Fishing on the Bay, Fireworks.

02. Is the boat covered?

Yes, all our boats have a covered area.

03. Are animals accepted on board?

Yes, dogs are allowed on board. They must be kept on a lead and under the control of their owners. Cats must travel in a crate or closed basket. Dogs and cats are not allowed on the following trips: Meal Cruise, Fishing on the Bay, Fireworks.

The Company reserves the right to deny access to any animal whose behaviour could present risks for passengers.

Guide dogs are allowed, except for the following trips: Meal Cruise, Fishing on the Bay, Fireworks.

04. Can my child travel alone?

The Company does not allow minors under 14 to travel unaccompanied. Please see the general terms and conditions for more information.

05. Can I travel with my bike?

Yes, you may take your bike with you on boat shuttles only (except to Banc d’Arguin and the Dune du Pilat) for an extra fee. Batteries and bags must be removed from the bikes and electric bikes.

06. Can I travel with an electric bike?

Yes, electric bikes are authorised on our boat shuttles (except boat shuttles travelling to Banc d’Arguin and the Dune du Pilat) for an additional fee. We simply ask that you remove the battery and keep it with you during the trip.

07. Can I send a parcel via boat shuttle?

Yes, for a fee of €2 per trip.  The transport ticket can only be purchased at our ticket counters.

08. Can I take a boat shuttle with a surfboard?

Yes, for an additional fee.

For any other equipment, please contact us first to check whether it is possible by calling us at +33(0)5 57 72 28 28.

09. Can I board a boat with a pushchair?

Yes, at no extra charge. If there are a lot of people on the boat, we may ask you to fold it.

10. I often take the maritime shuttle; is there a subscription card I can get?

Yes, we have two subscriptions

– the monthly subscription: valid one month for one person for €180. ID photo required upon purchase. Unlimited trips during the selected month.

– The 10-trip card: valid for one year for one person starting on the date of purchase, for €50.

11. How can I check the balance of my 10-trip card?

To check the balance of your 10-trip card, please ask one of our guides directly at a sales point. Don’t hesitate to check before scanning your card for boarding.

12. Individuals with reduced mobility

The Company is authorized to accommodate people with reduced mobility.

We recommend contacting us by calling +335 57 72 28 28 at least 72 hours advance to determine boarding feasibility.

Some access areas are not authorized for people with reduced mobility: port facilities that do not offer completely secure boarding and landing access, dimensions of the boat or access doors that prevent boarding, the number of electric and/or manual wheelchairs, etc.

13. Can I use my ticket whenever I want?

No, each ticket has an attributed time and date.

14. Can I buy a resident ticket online?

No, resident tickets can only be purchased at sales points.

01. Will I receive a refund in the event of cancellation?

No, unless the excursion is cancelled by the company, in which case you can either receive a refund or postpone your excursion / boat shuttle. You will not be reimbursed for any additional expenses related to the cancellation (taxi, hotel, etc.).

02. Complaints

Do you have a complaint? Fill in the form below and we will get back to you as soon as possible.








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01. WHERE CAN I EMBARK? (BOAT SHUTTLES)

  • Arcachon – Cap Ferret: Wheelchair access is possible from Thiers pier (Arcachon) and Belisaire pier (Cap Ferret). Nonetheless, the access is difficult at low tide. You must ask a wheel chair access to our cashiers 72h before your departure.
  • Le Moulleau – Cap Ferret: Wheelchair access is strongly inadvisable. Please get in touch with our office for more information.
  • Le Canon – Arcachon: Wheelchair access is possible from Thiers pier (Arcachon) and Le Canon pier (Cap Ferret). Nonetheless, the access is difficult at low tide. You must ask a wheel chair access to our cashiers 72h before your departure.
  • Andernos – Arcachon: Wheelchair access is possible. Nonetheless, the access is difficult at low tide. You must ask a wheelchair access to our cashiers 72h before your departure.
  • Dune du Pilat – Cap Ferret: no wheelchair access. Please get in touch with our office for more information.
  • Dune du Pilat – Banc d’Arguin: no wheelchair access. Please get in touch with our office for more information.

In order to get in touch with us, you may check our contact page.

02. Where can I embark? (Tours)

  • Regarding tours from Thiers pier (Arcachon), wheelchair access is possible however the access is difficult at low tide. We advise you to get in touch with our office 72h before your departure in order to organise the boarding.
  • Regarding tours from Eyrac pier (Arcachon), wheelchair access is strongly inadvisable. Please get in touch with our office for more information.
  • Regarding tours from Le Moulleau pier (Arcachon), wheelchair access is strongly inadvisable. Please get in touch with our office for more information.
  • Regarding tours from Belisaire pier (Cap Ferret), wheelchair access is possible however the access is difficult at low tide. We advise you to get in touch with our office 72h before your departure in order to organise the boarding.
  • Regarding tours from Le Canon pier (Cap Ferret), wheelchair access is possible however the access is difficult at low tide. We advise you to get in touch with our office 72h before your departure in order to organise the boarding.
  • Regarding tours from Andernos pier (Andernos), wheelchair access is possible however the access is difficult at low tide. We advise you to get in touch with our office 72h before the departure in order to organise the boarding.

In order to get in touch with us, you may check our contact page.

03. Do you offer special rates for people with reduced mobility?

Yes, we offer a special rate upon presentation of evidence (disability card).

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Customer service is open Monday–Friday, from 9:00–12:30 and from 14:00–17:30.