Agreed with first paragraph.. To answer your question in second paragraph, the person who booked tickets said he booked it in advance because he was planning to take his wife and kids with him and felt it was best to organize the trip in advance because of kids. When he learned that they would not issue him refund on phone.. he decided to show up at the place in person and demanded refund. He had to be loud and rude letting all people in the lobby & line know what happened and all. In the end, the office decided to issue him full refund on the condition he sign legal paper promising not to pursue legal action against the ferry company. He signed paperwork and received full refund in cash so it worked out in the end. If you have facebook, find their page and 'Like' it so you can monitor their status. Currently, April 23/24 is last day for ferry and they are not decided if that is final for 2015 or not.