FAQs
Frequently Asked Questions
We invite you to search this FAQ page as your first step towards keeping informed about the new Gozo Channel (Operations) Ltd (GCOL) e-ticketing system. We understand that you may have different questions to the ones we have answered here and, therefore, we will step up our customer assistance to ensure that you are served in the shortest possible time.
BROWSE BY CATEGORY
The new, GCOL ferry e-ticketing system
Commuter Travel Cards
Government Departments and Entities
Business Customers
Gozo Channel (Operations) Ltd will switch to a new, e-ticketing system for the sale of ferry tickets related to trips that the Company operates between the islands. This change will be effected into two phases, over different periods of time. Phase 1 is planned to start on the 24th January 2023 and will:
(a) replace the old system with a new, electronically accessible and secure system..
(b) introduce e-ticketing sales for tour operators and government departments.
During Phase 1, general commuters will continue to purchase their ferry passenger/vehicle tickets from Mġarr. Specific business groups including Government Offices and Tour Operators, will be able to purchase tickets online. Phase 2 will be a business-to-consumer change and commuter groups can choose to purchase their tickets online. Phase 2 date will be announced by GCOL at a later date.
Watch this information video about the introduction of the Gozo Channel e-ticketing system
(a) replace the old system with a new, electronically accessible and secure system..
(b) introduce e-ticketing sales for tour operators and government departments.
During Phase 1, general commuters will continue to purchase their ferry passenger/vehicle tickets from Mġarr. Specific business groups including Government Offices and Tour Operators, will be able to purchase tickets online. Phase 2 will be a business-to-consumer change and commuter groups can choose to purchase their tickets online. Phase 2 date will be announced by GCOL at a later date.
Watch this information video about the introduction of the Gozo Channel e-ticketing system
The new ferry, e-ticketing system Phase 1 introduction will only mark changes for specific business customers of GCOL. It will not effect your ferry ticket purchases as a general commuter. You will still purchase your passenger ticket from Mġarr, whether you are travelling as a foot passenger or in your vehicle. If you pass through the Mġarr terminal as a foot passenger, you will be guided by signage and GCOL staff through the new turnstiles for embarkation. If you are a Frequent Traveller or Daily Commuter Card holder, you will need to apply for a new card. Read here for more details.
All Gozo Channel customer groups, including the general public, will still be able to purchase their ferry tickets from the Company’s sales points, for both foot passengers and vehicles, as is current practice. For the general public, the online e-ticketing purchasing will be an added option in Phase 2 of the e-ticketing system.
No, as a commuter you will not pay more for the tickets that you purchase from GCOL. When the new e-ticketing system is introduced, the GCOL ferry tickets will carry the current prices.
Yes, holders of Gozo Channel travel cards must apply for new, smart cards, choosing from the same card scheme configurations that GCOL has curently available. The old cards will be valid until the 23rd January 2023. After this date, commuters can swipe the new, smart cards against the validators at the Mġarr terminal turnstiles or present their cards at the vehicle check-in points, to validate their trip. All current terms and conditions set by GCOL on its travel cards schemes, will also apply for the new travel cards.
Both current GCOL travel card holders as well as new applicants can apply for the new travel cards that will be compatible with the new, ferry e-ticketing system. This step-by-step video explains how to apply for your new travel card. To obtain your new travel card you can directly submit an online form by clicking these links:
Daily Commuter Card Online Form or Downloadable Form
Frequent Traveller Card Online Form or
Downloadable Form
You will receive your new card in your mail, at the address indicated by you in the application. During Phase 1 of the ferry e-ticketing introduction, you can continue to pay for your bulk trips purchase at the Mġarr terminal. Please remember that the new, paid card can only be used with effect from 24th January 2023.
Daily Commuter Card Online Form or Downloadable Form
Frequent Traveller Card Online Form or
Downloadable Form
You will receive your new card in your mail, at the address indicated by you in the application. During Phase 1 of the ferry e-ticketing introduction, you can continue to pay for your bulk trips purchase at the Mġarr terminal. Please remember that the new, paid card can only be used with effect from 24th January 2023.
The new GCOL Frequent Traveller/Daily Commuter cards will be a like-with-like replacement of the old cards, but this applies only during Phase 1 of the new, ferry e-ticketing system. This means that during Phase 1, card holders will continue to pay for their bulk trips purchase at the Gozo Channel Mġarr offices. After the introduction of Phase 2 of the e-ticketing system, commuters will be able to access their e-Wallet account and top up their smart cards online. Phase 2 will be communicated to GCOL customers at a later date. Until Phase 2, card holders can check the balance on their travel cards by calling Gozo Channel on 22109000 during office hours or by sending an e-mail to [email protected] .
Gozo Channel has refunded customers for unutilised trips on their old travel cards, and applications for refund have been received until 28th February 2023. This was a one-time refund of unused credit on Gozo Channel travel card as a result of GCOL’s change to new, smart cards.
With the introduction of Phase 1 of the new, ferry e-ticketing system, as from the 24th January 2023, Government Departments/Entities will no longer be able to purchase GCOL ferry tickets through the Purchase Order (PO) practice. Government departments can submit an online form by clicking here to register their details with GCOL. The Company will create an account and communicate the login and password details to the client, for online ferry ticket purchasing. There will be a limit of 50 (fifty) tickets in the case of bulk ticket purchasing. This means that one single electronic transaction, can be made for a maximum of 50 (fifty) passengers. The step-by-step process for online ticket purchasing by Government agencies, can be viewed here. The user-manual for government offices can be downloaded here.
Yes, ferry tickets for commercial vehicles of public departments and entities, will be purchased online as from the 24th January 2023. It is very important that the correct vehicle ticket is selected during purchasing. Due checking of the e-ticket and the vehicle length by GCOL personnel at the vehicle check-in point, will be part of the embarkation procedure.
If you are a business customer of GCOL, you will continue purchasing your tickets from the Mġarr passenger or vehicle booths during Phase 1, ie from 24th January 2023 onwards. When Phase 2 is communicated by GCOL at a later date, you will receive details of how to access a dedicated online account, to directly purchase your ferry tickets.
If you request a VAT receipt from GCOL, please ensure that you submit the online form by clicking here. This is easy to submit Company information. It includes new parameters that enable GCOL to register your Company into the new e-ticketing database.
The new e-ticketing system will be a like-with-like replacement of the current ticketing system, except that it will be gradually accessible for online purchasing of ferry tickets, for different customer groups. GCOL will communicate these changes directly to its customers. The GCOL travel schemes that benefit your Company can be viewed here. If your Company currently uses Frequent Traveller or Daily Commuter cards for registered employees or vehicles, you will need to apply for new cards that are compatible with the new e-ticketing system. Valid cards with unused pre-paid tickets, will be refunded by GCOL, with the amount credited to the IBAN indicated by the card owner. Your Company employees can use their old Frequent/Daily travel cards until the 23rd January 2023. With effect from 24th January 2023, your employees will be able to use only the new, paid travel cards issued by GCOL, otherwise they will need to buy ferry tickets from the Mġarr passenger/vehicle booths.
Yes, there will be changes for Tour Operators with the introduction of Phase 1 of the e-ticketing system, starting on 24th January 2023. Tour Operators who have their details registered with GCOL will receive login details to access the e-ticketing system, to purchase group tickets online. Tickets can be printed by the Tour Operator on A4 paper format, with QR codes validated against the turnstile validator on the return journey from Gozo. If you have not answered to GCOL’s recent call to Tour Operators to update your company data, please click here to directly submit the information. The step-by-step process for Tour Operators to purchase GCOL ferry tickets online, can be followed by clicking here. The user-manual for Tour Operators can be downloaded here.
Yes, Tour Operators will be able to purchase group tickets, however a limit of 60 (sixty) passengers will be set for each e-payment transaction. This is a security and logistical requirement set by GCOL.
Every tour member must have, as is the current procedure, a ticket in his or her possession to pass through the turnstiles and the embarkation gate at the Mġarr Passenger Terminal. Per current policy, a Tour Operator is responsible for providing each member of his or her tour with a ticket. Gozo Channel (Operations) Ltd emphasises that the retention of this policy is necessary for the individual safety of each tour member.
Each tour member must be individually validated through their ticket so that they are recorded on the manifest of the vessel that they are embarking on. This policy requirement ensures that Gozo Channel (Operations) Ltd can reconcile the validated tickets with the number of passengers aboard a ferry sailing in an emergency. A Tour Operator can provide each tour member with a ticket as follows – either as a printed hard copy OR as a single e-ticket forwarded to a tour member’s personal mobile device. THE PRESENTATION BY A TOUR OPERATOR OF ALL TICKETS IN A SINGLE PDF DOCUMENT ON HIS OR HER MOBILE WILL NOT BE ACCEPTED FOR EMBARKATION BY THE GOZO CHANNEL (OPERATIONS) LTD OFFICERS AT THE MGARR PASSENGER TERMINAL.
In administering the forwarding of a single e-ticket to tour members’ personal mobile devices, a Tour Operator can separate the tickets saved as a PDF document into separate individual tickets by this or a similar tool: https://www.pdf2go.com/split-pdf
Tour Operators are required to be at the GCOL terminals with their groups at least 15 (fifteen) minutes before each sailing.
Every tour member must have, as is the current procedure, a ticket in his or her possession to pass through the turnstiles and the embarkation gate at the Mġarr Passenger Terminal. Per current policy, a Tour Operator is responsible for providing each member of his or her tour with a ticket. Gozo Channel (Operations) Ltd emphasises that the retention of this policy is necessary for the individual safety of each tour member.
Each tour member must be individually validated through their ticket so that they are recorded on the manifest of the vessel that they are embarking on. This policy requirement ensures that Gozo Channel (Operations) Ltd can reconcile the validated tickets with the number of passengers aboard a ferry sailing in an emergency. A Tour Operator can provide each tour member with a ticket as follows – either as a printed hard copy OR as a single e-ticket forwarded to a tour member’s personal mobile device. THE PRESENTATION BY A TOUR OPERATOR OF ALL TICKETS IN A SINGLE PDF DOCUMENT ON HIS OR HER MOBILE WILL NOT BE ACCEPTED FOR EMBARKATION BY THE GOZO CHANNEL (OPERATIONS) LTD OFFICERS AT THE MGARR PASSENGER TERMINAL.
In administering the forwarding of a single e-ticket to tour members’ personal mobile devices, a Tour Operator can separate the tickets saved as a PDF document into separate individual tickets by this or a similar tool: https://www.pdf2go.com/split-pdf
Tour Operators are required to be at the GCOL terminals with their groups at least 15 (fifteen) minutes before each sailing.
