Frequently Asked Questions

You can pay by PayPal, direct debit (SEPA) or by credit card (MasterCard and VISA by 3D Secure method). To pay your booking by direct debit, you only need to create an FRS account free of charge. A corresponding note and the possibility to register can be found in the online booking under Step 5.

You can pay for your tickets at our ticket counters in Hamburg, Brunsbüttel, Cuxhave and Heligoland by

- Credit card (MasterCard and VISA)

- EC bank card

- Cash

On the Halunder Jet we accept payment by

- Credit card (MasterCard and VISA)

- EC bank card

- Cash

You will receive the tickets as a PDF via e-mail as soon as your payment has been successfully processed. If you don't have an e-mail address or would prefer to receive your tickets by mail, we will charge an additional handling and packaging fee of 4.00 €.

For a normal booking at FRS Helgoline (online, by telephone or directly at one of our the ticket counters) there are no additional fees.

There are no additional costs for sending the tickets by e-mail as PDF tickets. Only if you insist on receiving your tickets by mail, we charge a packaging and handling fee of 4.00 €.

You can order travel vouchers by phone +49 461 864 44 and by e-mail to info[at]frs-helgoline.de. These vouchers can then be used to pay for trips to and from Heligoland and/or Cuxhaven.

There's no discount for disabled passengers.

However, if there's a remark on your disabled ID card that indicates that you need an accompanying person, the accompanying person travels for free in Jet Class. The corresponding surcharge would have to be paid in the other classes.

Generally you can rebook your trip. Please apply to our call center for assistance at tel. +49 461 864 44 or to our staff at the ticket counters in Hamburg, Wedel, Cuxhaven or Heligoland. Find more information here.

Yes, we charge a rebooking fee of 10.00 EUR.

Yes, you can cancel you tricket at any time.

• In the event of cancellation up to seven days before departure, we will refund the full fare, less a processing fee of € 10.00.
• If the ticket is cancelled up to three days before the trip, we will charge 50% of the fare as cancellation fee.
• If the ticket is cancelled less than three days before the booked trip, the cancellation fee is 100% of the fare.

In all cases the passenger has the right to prove that the shipping company has suffered less financial damage by the cancellation.

You can cancel your ticket via our call center, telephone +49 461 864-44, via e-mail to info[at]frs-helgoline.de and directly at our ticket counters.

The safety of our passengers ist always our highest priority. 

Should the shipping company decide to cancel the trip of the "Halunder Jet", we will notify you as quickly as possible by text message to your mobile phone, voice message to your landline telephone, e-mail or telefax.

Furthermore, you will find this information on the message board of your lodging as well as on the information screen at the elevator on Heligoland.

You can call up schedule changes via the telephone number 0180 5221445 from the German landline network or a German mobile network. (Recorded message, 0.14 € / Min. within the German landline network, max. 0.42 € / Min. from a German mobile network.)

If your trip is cancelled by the shipping company, you can rebook your trip to another date free of charge. Should you choose to completely cancel your trip we will reimburse the fare.

Hamburg

Paid parking spaces can be found in the immediate vicinity of the pier at the St. Pauli Landungsbrücken. You can choose between parking spaces with a parking ticket or parking garages nearby, such as the Michel garage or APCOA PARKING.

Cuxhaven

Paid parking spaces can be found in the immediate vicinity of the pier directly behind the dike. Payment is via a coin machine. "Am Seedeich" can also be paid by card. We recommend letting accompanying persons with luggage get off at "Alte Liebe" beforehand. Please plan enough time (approx. 20 minutes) for the handover of your vehicle and the transfer to the pier!

Brunsbüttel

You will find numerous free parking options right next to our ticket counter and also on the rest of the ferry pier area.

As a day guest, you should arrive at the gangway at least 15 minutes before departure.

If you want to check in luggage, please note the baggage drop-off times.

Generally, pets can be taken on board.

Please mind our information about the weight and dimensions of your luggage.

There are no lockers on bord, but you're welcome to use the overhead stowage for your personal belongings at your own risk.

If you travel to Brunsbüttel, Cuxhaven or Hamburg, you're welcome to take your bike with you.

However, it is not possible to bring your bike, if you travel to Helgoland, because bikes aren't allowed on the island. For further information on this please contact the town hall of Helgoland.
 

Please make sure to have your passport with you during the bording process. You may need to show it along with your ticket.

For trips to Heligoland for which you have booked accommodation, you must pay a spa tax to your landlord (e.g. at the hotel). If you have not booked any accommodation and are leaving the island on the same day, there will be no tourist tax.

Smoking is only permitted on the open decks of the ship.

FRS Helgoline offers to ship freight and goods on the HSC "Halunder Jet" on the journey from Hamburg via Cuxhaven to Heligoland and back. Details and prices can be obtained from your contact persons under [email protected].