We've booked for April 5, 2:20 pm via online booking for easier access at the port since I have senior companion for us not to take long que in getting ticket because it was holy week. Unfortunately the Jet that we're about to be board cancelled because of engine problem. We ask the staff of ocean jet for refund and he said we can get refund after the time of boarding but it was only 1:00 pm so we need to wait. We ask if are we still going to wait for the jet, or we need to buy ticket to other liner for sure arrival at our destination, because it was holy week as I've said earlier and there's a lot of passenger in the port so we need to decide. He suggest to get ticket at other liner and refund the ticket when going back. So we took different liner. When we are going back on Apr 8 we ask for a refund of our ticket at the ticketing booth of ocean jet. The staff told us that they will finish first all the customer for the 5:50am we were at the line by 5:30 am, there are 3 cashier in the ticket booth there is also priority lane yet we are not prioritize. I do understand that they need to prioritize the customer that are buying ticket for 5:50 am but how about us????? Are we not priority???? not only I have senior companion but got advance ticket for hassle free transaction! We booked earlier to avoid long queuing of line on April 5, have cancelled boarding, and took long line for other liner, then when refunding we need to wait??? ? Like what!!!!??????? We already got hassle beacuse of engine problem then when we are refunding we need to take that long line not to be priorities???? And the refund is not in full there are surcharger. And Yes! I do understand the less surcharges it part refund. I do hope that you improve your service... The staff are polite but need to be train in handling this kind of concern/issue/problem. They have to prioritize the refund booking and not to take them long line just to refund beacuse in the first place we booked online for our convenience not to take that long que of line.
The time of departure was moved about an hour, and we arrived after almost 2 hours of travel, that cause to us inconvenience because w missed the boat that will take us to our brgy..
But the entire travel was safe.
I booked online last Dec. 26, 2025 for Dec 28 2025 11am departure however, there was no notification of the cancellation of the trip schedule involving Starlite Ferries. I only found out when we showed up at the counter 45mins before 11am. To make matters worse, the next trip 1pm was fully booked without consideration of those from the cancelled trip. We were given options which are all inconvenient such as refund (may take 3days or more on my credit card, or to wait until 3pm the next scheduled trip so our family had to eat at the pier for lunch. The overall cost of my online booking is double the validated ticket cost when they printed it out. I am so discouraged by online booking with 12GO if you do not take care of your clients.
