FAQs

  • Where is the V2V terminal located in Victoria?
  • Our check-in location is at the wharf gate on the waterfront level of the Steamship Terminal building, at 470 Belleville Street. If you already have a booking with us, you can head directly to check-in.

    The sales centre can be found at street level, inside the Steamship Terminal building. V2V Vacations is located next to Starbucks’ counter space.

  • Where is the V2V terminal located in Vancouver?
  • Our check-in location is at the gate on Level 1 of the Convention Centre West complex, near the Vancouver Harbour Flight Centre. It is accessible by the stairs or the elevator. If you already have a booking with us, you can head directly to check-in.

    The sales centre is located on Level 2 of the Convention Centre West complex at 1055 Canada Place, facing the waterfront and adjacent to De Dutch Pannekoek House.

  • What time does the V2V Empress depart and arrive?
  • Depart Victoria – 09:00
    Arrive Vancouver – 12:00

    Depart Vancouver – 13:30
    Arrive Victoria – 16:30

  • How long is the journey?
  • The journey takes approximately 3 hours and 15 minutes.

  • When can I board the boat and how early should I arrive at the terminal?
  • You are able to board the boat 30 minutes prior to departure. Boarding begins at approximately 8:30 am in Victoria and at 1:00 pm in Vancouver. We recommend that you arrive at the terminal no later than 20 minutes prior to your scheduled departure.

  • What do I do when I arrive at the terminal – Victoria?
  • Without baggage:

    If you have a pre-booked reservation with V2V, you will have received a confirmation document. This is a scannable code that you are asked to present as you board the vessel. If you have no luggage to check on board the vessel you can simply board and find your seat.

    With baggage:

    If you have luggage to bring on board, simply see one of our friendly reservation agents who tags your bag prior to boarding. When you board, please bring your luggage with you and hand to one of our crew on board the boat. Your luggage is stored on the aft (rear) covered deck of the vessel.

  • What do I do when I arrive at the terminal – Vancouver?
  • Without baggage:

    As with Victoria, if you have pre-booked your travel with V2V you will receive a confirmation document. Simply proceed directly to the vessel and present this code for boarding. To get to the boat, take the elevator located outside the terminal to the lowest level and follow the wharf to the boat. Note that the V2V terminal is located at 1055 Canada Place, waterfront side of the Vancouver Convention Centre.

    With baggage:

    If you have luggage, please see one of our friendly reservation agents at the V2V sales and check-in terminal located above the Vancouver Harbour Flight Centre at 1055 Canada Place, waterfront side of the Vancouver Convention Centre. They tag your bag and you can then continue on down to the main level and board the vessel. As you board the vessel, please hand your luggage to one of our on-board crew. Your luggage is stored on the aft (rear) covered deck of the vessel.

  • Can I select my seats?
  • Our friendly sales team allocate you a seat once your booking has been made. If you have a preference for where you’d like to be seated within the class you have selected, you are welcome to enter this information in the Special Requests field when you book online and we will do our best to accommodate you. If you are interested in specific seat numbers and would like to check whether those seats are still available on your crossing, you can also speak with one of our agents at 1-855-554-4679 between the hours of 09:00 and 17:00.

  • What if I need to cancel my booking?
  • You are free to cancel your booking at no charge up to 48 hours prior to your departure. Cancellations received between 48 hours and 24 hours prior to departure time will incur a charge of 50% of the fare paid. Cancellations received within 24 hours of departure time are non-refundable.

    Vacation packages which include hotel accommodation, activities, and other services are non-refundable.

  • What if I need to make changes to my booking?
    1. You are free to change your booking at no charge up to 48 hours prior to your departure.
    2. Changes made between 48 hours and 24 hours prior departure time will incur a 20% fee on the fare paid, plus any fare difference (if applicable).
    3. Changes within 24 hours prior to departure time will incur a 50% fee on the fare paid, plus any fare difference (if applicable).
    4. All V2V packages which include hotel accommodation, activities, and other services are not changeable.
  • What if V2V cancels a service?
    1. Passengers who take alternative transportation (such as motor coaches organised by V2V) will receive a refund of the ticket purchase excluding an $80 dollar fee for alternative transport provided by V2V for the leg of travel that we cancelled.
    2. Passengers who reschedule will receive a 50% refund for this leg of travel. 
    3. Passengers who decide to cancel will receive a full refund for their unused V2V products – excluding accommodation, tours, or other transportation legs.
  • Accessibility information
  • The main deck of our ship is wheelchair accessible from both of our docks — via a ramp in Victoria, and via an elevator in Vancouver. For guests who wish to transfer into one of our own seats, our crew members can provide assistance and the wheelchair can be stored towards the back of the seating area. If a guest is remaining in their wheelchair, the crew needs to secure it to the deck in Row 30.

     

    As only the main deck is wheelchair accessible, guests can choose any of our Premium class seats. A wheelchair accessible washroom is available on the main deck. Please let us know at the time of booking if you have any accessibility needs.

     

  • Luggage information
  • Each guest is allowed one complimentary piece of luggage (23kg or less) and one carry-on (10kg or less). Luggage dimensions to be 158cm L + W + H and carry-on to be 23cm x 40cm x 55cm. Additional luggage or bulky items such as skis, golf clubs, and bikes will incur a fee of $25 per item. Carry-on luggage may need to be stored in the luggage area of the vessel due to space limitations in the cabin.

  • Child and infant pricing
  • A child is 12 years old or younger.

    An infant is under two years old and must sit on a parent’s lap.

  • Pet policy
  • At this time the V2V Empress is unable to accommodate pets other than service animals. A “service animal” is any guide dog or other animal individually trained to work or perform tasks for an individual with a disability, including, but not limited to, guiding individuals with impaired vision, alerting individuals with impaired hearing to intruders or sounds, alerting persons with seizure disorders to the onset of a seizure, providing minimal protection or rescue work, pulling a wheelchair, or fetching dropped items.

  • Do I need identification?
  • While you will not be required to show identification to board the vessel, for purchases of alcoholic beverages on-board two pieces of identification will be required, including one government-issued identification.
    Passengers taking advantage of special rates such as AAA/CAA/BCAA, Seniors 60+, Vancouver Island Residents, Government or Armed Forces Rates, must show one government-issued identification or membership card.

  • Is parking available?
  • In Vancouver, parking is available at the Convention Centre West building (1055 Canada Pl). Information regarding pricing can be found at www.impark.com

    In Victoria, underground parking is available at the Hotel Grand Pacific. Information regarding pricing can be found at robbinsparking.com

  • On-board amenities
    • Premium reclining leather seats with high backs and headrests
    • Flip-out or built-in tables
    • USB and power outlets for charging electronic devices at each seat
    • Complimentary on-board Wi-Fi
    • Rooftop observation deck
    • Food and beverage service featuring a selection of B.C. beer, wine, cider, and non-alcoholic beverages
  • On-board dining
    • Royal Class passengers have the option of either a vegetarian or non-vegetarian meal
    • À-la-carte packaged food options are available for purchase for all passengers
  • What is the V2V privacy policy?
  • You can find our privacy policy here.

  • What are the V2V terms and conditions?
  • You can find our terms and conditions here.