Frequently Asked Question

I am unable to collect my tickets one hour before departure. What should I do?

You can collect your tickets in advance - and even more than one hour before departure - either directly from the ticket office or in the online purchase area/ticket office on our website. On the latter, sign in with your username and go to the "My Orders" section of your account. Select your order by clicking on the file number then click the "Generate Ticket/Invoice" button that appears on the screen. If you do not have a printer or smartphone, you can just ask for a copy of your ticket at the ticket office before your departure. Warning: the queue at the ticket office can be long!

Why is it necessary to collect your tickets one hour before departure?

This one hour period only applies to groups (at least 20 people). Considering the difficulty some groups experience in getting around Strasbourg, the length of queues, and various other criteria, this one hour period has emerged as the most appropriate to ensure that our passengers can arrive in time for boarding.

Our system automatically cancels the reservations for which unpaid tickets have not been collected within the stated time period. This principle allows us to reallocate unused tickets to many individual clients who arrive at our ticket office just before departure.

Where is the ticket office located?

Our ticket office is located at Place du Marche aux Poissons, very close to the place of boarding. During the peak season, we provide three ticket counters:

  • One ticket counter in our cabin on Place du Marche aux Poissons that accepts only credit cards

  • 2 ticket counters on board a boat below Place du Marché aux Poissons that accept all forms of payment.

You may notice our future commercial space at 18 Place de la Cathédrale. It is currently being developed and will open its doors in September, 2016. There, you will be welcomed in a friendly environment boasting contemporary decor and a team dedicated to providing you with an unforgettable Strasbourg experience.

Our group is larger/smaller than I told you - when should I report this?

When the final number of passengers is known, you can contact us on 03 88 84 13 13 during office hours or at info@batorama.com or even report it at the ticket office when picking up your tickets. Increasing the number of seats depends on the number of seats remaining on the boat when you apply. Please note that the decrease in the number of seats is free if more than 24 hours' notice is given. For less than 24 hours' notice and a decrease by more than 9 seats, cancellation fees will apply. Changes are not possible and tickets are not refundable one hour before departure.

I have paid my reservation in full. Can I still add/remove the above places?

Since your reservation is validated and confirmed by payment, we are no longer able to make changes. For any request of an additional seat, please apply online at www.batoramashop.com or directly at the ticket office. For any reserved seat cancellation, please contact us at info@batorama.com and inform us of the final number of passengers. Please note that this cancellation request will generate a refund application, which can be granted only once per current folder. This request for a refund is conditional on the implementation of our General Terms and Conditions, in particular regarding the cancellation fee.

How can I find out whether my reservation was taken for a covered/uncovered boat?

Unless requested otherwise by you, the reservation has been registered for a covered boat in order to keep your trip free from any surprises in terms of the weather. Please note, however, that if the weather is favourable, the covered boat could be replaced by an uncovered boat on the day of departure. The vessel type will be specified on our online sales website from 0900 on the same day.

I made my transfer two days ago and my trip is tomorrow. I still haven't received my tickets. Why is that?

Answer: As indicated in the email confirmation of your trip, depending on the banks and the geographical origin of the transfer, it takes up to 10 days before the deposit is is registered in our ticketing system. It is therefore highly probable that our bank has not yet informed us of your transfer. As a result, it has unfortunately not yet been possible for your tickets to be sent automatically by email. 

However, you can collect them from our ticket office no later than one hour before the vessel departs or call us on 03 88 84 13 13.

My dog is well-behaved, clean, very small and fits in a bag. Can I still bring it with me?

We have absolutely no doubt of the qualities of your four-legged friend, but only service animals, especially guide dogs, are permitted on board.
Batorama has, however, partnered with a dog-sitter who will offer to take care of your dog during your boat ride. You can hire this service by applying here:
www.batorama.fr/dog-sitter

 

How can I create an account on your online sales website?

    1. You are an individual or professional who has never worked with us (company, CE, travel agency, tour operator, carrier, educational establishment, etc.): to create your account, click on "My Account" in the header of the website, then click on the "Register" button in the section entitled "You are a New Customer". Complete the information as requested by following the instructions given before validating your account. You have now opened a Batorama online account. Welcome!
    2. You are a professional (company, CE, travel agency, tour operator, carrier, educational establishment, etc.) and you have previously worked with us. Click on "My Account" in the header of the website, then click the "Activation Request" button. Fill out the contact form. It shall be processed by us and you shall son receive your login details. You'll have access to all the sales records already made with us over the last 3 years and will be able to manage the issue of tickets and payment of your accounts and invoices.

How can I make an online reservation?

    1. Click on the "Ticket Area" button on any page of our website. You can select a date and a departure in the calendar on the right, or select a route, then click "Order" to access the order form.
    2. Make sure your chosen date and departure are what you want, then fill in the corresponding fields before adding this order to your cart.
    3. An order summary is displayed. If you haven't already done so, please sign in using your sign-in details, then confirm your order. If your group numbers more than 20 passengers, you can also choose a method of payment other than payment by credit card.

How do I pay for and generate my e-ticket?

On our website, you can have direct access to the details of your order and manage the payment or issue of the e-ticket.

  • If you wish to pay by credit card, click on the "Pay" tab in the "Payment Monitoring" section and follow the instructions on the screen.
  • If you are eligible for a deferred payment, you can click on the "Generate e-Ticket/Invoice" button and follow the instructions.[SR1] You can then pay by bank transfer or cheque to our accounting department or by credit card on our online sales site.

Why has my credit card has been declined?

To confirm a payment by credit card, you must go through two steps:

  • Enter your credit card details:
    • Card number
    • Expiry date
    • Security code: the 3-digit code inscribed on the back of your card.

If only one of these 3 items of information is not correct, then you cannot proceed to the next step. Please check that you have entered these 3 numeric codes correctly (is your keypad working properly?).

  • To enhance the security of your payment, we then use the security protocol 3-D Secure. This protocol requires that you enter an additional security code that can be a simple authentication (password, date of birth) or a dynamic authentication (e.g., a single-use code that is transmitted by SMS on a mobile phone).
    • If you are not familiar with the 3-D Secure protocol, you can call your bank so it can help explain to you how it works with respect to your card, since the terms differ depending on the bank that issued the credit card.
    • For banks practising dynamic authentication by sending a code by SMS, it is not unusual for the SMS you receive to contain several codes. Make sure you enter the correct code. For example, AXA BANK sends you the following SMS: "AXA bank Info. Hello. To authenticate your order for EUR 12.50 on website 6373050, please enter the code 999456777. ". It is this last code (in bold) that is to be entered; the first code (in italics) corresponds to the identification of our online sales website.

In all cases, the confirmation of payment will be by email.  If after several attempts you are still unable to make payment, please contact us on 03 88 84 13 13 or at info@batorama.com. We shall do our best to find the reason for the malfunction.

Ultimately, our operators may proceed to payment if you agree to provide them with the information on your credit card. Under no circumstances will this information be retained.

How do I enter the 3DSecure code?

To enhance the security of your payment, we then use the security protocol 3-D Secure. This protocol requires that you enter an additional security code that can be a simple authentication (password, date of birth) or a dynamic authentication (e.g., a single-use code that is transmitted by SMS on a mobile phone).

  • If you are not familiar with the 3-D Secure protocol, we advise that you call your bank so it can explain to you how this protocol works with respect to your card, since the terms differ depending on the bank that issued the credit card.
  • For banks practising dynamic authentication by sending a code by SMS, it is not unusual for the SMS you receive to contain several codes. Make sure you enter the correct code. For example, AXA BANK sends you the following SMS: "AXA bank Info. Hello. To authenticate your order for EUR 12.50 on website 6373050, please enter the code 999456777. ". It is this last code (in bold) that is to be entered; the first code (in italics) corresponds to the identification of our online sales website.

I have not received confirmation. Is this normal?

First, make sure that the email address you used is correct. To do this on our website, in your account, check your details.

  • If the email address you have provided is wrong, your confirmation with tickets have been sent to this wrong address. However, you can edit your tickets at will from your account/your orders.
  • If the email address you have provided is correct and confirmation is still not received, please check your junk folder or your spam. If, despite these checks, you have not received the confirmation, please contact us on 03 88 84 13 13 or at info@batorama.com or log in to your profile to edit your tickets from your account.

I haven't received an e-ticket. What should I do?

  • Your ticket has already been generated and you can reissue it at will.
    • Log in to our website
    • Return to my account/my order
    • Click on the file number whose tickets you would like to issue
    • Below the "Payment Monitoring" keypad, a note in red indicates that you can
    • Click on the small pdf file symbol.
  • Your ticket has not yet been generated
    • Log in to our website
    • Return to my account/my order
    • Click on the file number whose tickets you would like to issue
    • in the "Payment Monitoring" section at the foot of the page, click on "Generate Invoice/E-Ticket" if you are deferring payment or "Pay" if you are making a cash payment.

I have bought tickets, but I need to cancel them. What should I do?

The cancellation conditions are described in our General Terms & Conditions available on our website. Please make your cancellation request by providing us with all the information needed to process your request (surname, first name, contact information, file number, reason and bank details so that we can refund you directly if the refund is agreed) at info@batorama.com. We shall respond to you quickly.

I contacted you, but I have not received a response.

Please accept our apologies if you have not been able to contact us. Despite all our efforts, it may be that you called at a time when our teams were inundated with calls. If you sent us your request by email, please wait while we process your request.

We would like to remind you that our office opening hours are 0800 to 1800 from Monday to Thursday and 0800 to 1700 on Friday.

"Um, this is embarrassing ..." and now?

Please excuse this message, since it means that a malfunction has occurred. Please return to the website homepage and restart. If this message appears again, please would you be so kind as to contact us again on 03 88 84 13 13 or at info@batorama.com by providing us with as much information as possible about what you were doing when the error occurred, so that we can rectify it with our IT service provider.

Est-ce que je peux offrir un Bon Cadeau pour une croisière ?

Il est bien entendu possible d'offrir un Bon Cadeau pour une croisière à un(e) ou des ami(e)(s). Pour cela, vous pouvez acheter votre billet Liberté (ou Open ou Bon Cadeau) sur la billetterie en ligne : www.shop.batorama.com.

  • le billet Liberté (Open ou Bon Cadeau) n'est pas un ticket d'embarquement. Il ne peut pas être présenté lors de l'accès au bateau.
  • le billet Liberté (Open ou Bon Cadeau) est une contremarque à échanger à nos guichets ou sur notre site de vente en ligne.
  • le billet Liberté (Open ou Bon Cadeau) représente une valeur d’échange et non pas une entrée à bord d’un bateau. Par conséquent, si vous échangez un billet Liberté « Tarif Plein circuit long 2018 » pour une place à bord d’un circuit long 2019, vous devrez payer la différence de prix entre 2018 et 2019, en raison de la hausse de prix que nous appliquerons au 1er janvier 2019.

 

In November, is the boat covered or is it heated?

In November, as with every month of the year, we provide the riverboats most suited to the weather. Our covered boat trips offering panoramic views are heated in winter and air-conditioned in summer so that your trip is as comfortable as possible.

Do you offer discounts for adult groups of 10 people?

Group discounts apply to those numbering 20 or more people. We apply a 20% discount off the full price for trips before 1000 inclusive and after 1900. The 20% discount for groups is valid all day, regardless of the time, in January, February, March and November. Please contact us to find out the exact criteria for this promotional offer. Outside these hours, the discount is 10%.

How long is the trip around the city?

The trip by riverboat usually lasts between 60 and 70 minutes. From time to time, we arrange two other trips, "Strasbourg Grande Ile" and "Strasbourg, the European", which last 45 minutes. One focuses on the trip around the typical district of La Petite France. The second takes you to the heart of the European district, where the view of the buildings of the Council of Europe and the European Union is unique.

Is there wheelchair access?

Upon prior reservation, a specially equipped boat can accommodate a maximum of 3 people in wheelchairs. Departures provided by this vessel are announced on our online sales website. There, you can also buy specifically tickets for these departures and specify the number of disabled people and the type of wheelchair (manual or motorised).

Are animals allowed on board?

Only service animals may accompany their master on board (for example, guide dogs for the visually impaired).

However, we offer to put you in touch with a dog-sitting/dog-walking service for people with dogs who still want to enjoy our boat trips.

Does the riverboat operate on Good Friday, 1 May and 25 December?

The cruises by riverboats in Strasbourg operate 365 days a year, including 1 January, 1 May and, of course, Good Friday. The number of departures depends on the time of year. During the low season, we provide a minimum of 4 daily departures and up to 44 departures  per day in July and August. Our schedules are available on the online order/ticket section of our website.

Are babies accepted on board?

Of course, children, including the youngest among them, are welcome aboard our boats. However, we do not allocate specific seats for them. The arms of their parents are probably the most comfortable place for them.

We accept pushchairs so long as there are not too many of them and their presence does not cause obstructions on the boat. You must store them folded at the bottom of the boat. You can also sit on the seats at the bottom and thus keep your child in his or her pushchair with you. Whether or not something is causing an obstruction shall be left to the discretion of the captain, who is the only person able to handle the situation on board.

We would like to remind you that it is mandatory to take tickets even for children that benefit from a free trip and, in particular, babies.

Can we take luggage on board?

Only items that do not cause an obstruction can be taken with you. The following are therefore excluded: bicycles, suitcases, etc.

What are the safety features on board?

The crew has fire extinguishers and life jackets are available for passengers under the seats. In addition, sailors and captains have completed training culminating in the award of an "Attestation Spéciale Passagers" certificate and a first aid certificate.

Are there toilets on board?

Each vessel has free toilets.

Are there places of different qualities?

We only provide you with seating. There is no standing room. All our seats have identical visibility and consequently there are no better places than others.

Note, however, that the first row is reserved for persons with reduced mobility without a wheelchair. We thank you in advance to kindly give this place to them.

Do you accept traveller's cheques?

Traveller's cheques are accepted by BATORAMA. We cash traveller's cheques provided that the amount issued is less than the value of the amount payable.