Labrador Marine Inc.

Frequently Asked Questions

Frequently Asked Questions2024-06-10T16:02:35+00:00

Strait of Belle Isle

What if I travel outside the date/time that I am reserved for?2024-06-10T15:51:45+00:00

If you decide to travel at a time or date other than your confirmed reservation, you must check in at the ticket office. You will be accommodated as per the wait list policy. You will receive full credit for the amount paid if space is available.

If I book travel by using the app, will I still have to arrive at the dock 1 hour prior to the vessel’s departure?2024-06-10T15:51:21+00:00

Yes. This process remains the same. The one-hour rule provides the ship’s crew time to load the vessel properly and depart on schedule.

What if I’ve booked through the app and now some details have changed. I may have an extra passenger or I’m driving a different type of length of vehicle. Can I still go directly to the dock?2024-06-10T15:50:58+00:00

No. You must visit the ticket office and obtain a ticket.

I’ve booked travel through the app. Will I have to visit the ticket office?2024-06-10T15:50:36+00:00

No. The QR code on your confirmation SMS or email is your ticket. Proceed directly to the parking lot at the dock and the traffic director will scan your QR code. You are ready to travel.

I’ve already paid to book a trip. What happens if I need to cancel the reservation entirely?2024-06-10T15:49:38+00:00

If you cancel within 72 hours of departure, you must email mylmiadmin@woodwards.nf.ca. Include the customer’s name, reservation number, and reason for cancellation. The request will be reviewed, and the customer will receive a response within 4-5 business days.

If you cancel more than 72 hours prior to departure, you must contact a reservations agent or email reservations@woodwards.nf.ca. The reservation will be cancelled, and a full refund will be processed. Allow 4-5 business days for processing.

I need to change my reservation to accommodate an extra passenger or different vehicle type. Can I do that through the app?2024-06-10T15:47:17+00:00

You cannot change a reservation using the app. Changes can be made by calling a reservation agent at (866) 535 2567 or by email to reservations@woodwards.nf.ca. In order to change a reservation, you MUST provide your reservation number or customer ID.

Will there be changes to the booking process for commercial customers, government travel, or tour groups?2024-06-10T15:46:46+00:00

You will follow the same process as before. The only change is that you will make your reservation through MYLMI.

Will the payment method change?2024-06-10T15:46:21+00:00

Regular traffic and walk-on passengers will now pay full fare for travel using their credit card. Customers holding government accounts will still have their travel automatically charged to their government account, except that now, full fare will be required.

A deposit used to be required when booking. Is this still the case?2024-06-10T15:45:59+00:00

A deposit only applies to commercial vehicles. You pay the full fare when you book for regular vehicles or walkon passengers.

I booked a reservation previously and paid a deposit only. What happens to my reservation?2024-06-10T15:45:20+00:00

If you booked before MYLMI was launched and paid a deposit, your reservation is perfectly ok. There is no change to the process at the terminal. You will need to go to the ticket office to be checked in by a ticket seller. They will give you a paper ticket which you present to the traffic director at the dock.

I have a login and password from the current booking system. Do I need a new login and password for MYLMI?2024-06-10T15:37:51+00:00

No. All customers in the current booking system are automatically transferred to MYLMI. Your login and password will remain the same. All online customers will use the new app as the old system will be disabled.

I’ve booked my reservation through the app. What do I need to bring with me to ensure that I can board the vessel?2024-06-10T15:36:52+00:00

When your reservation is confirmed, you will receive an SMS with a QR code and shortly after, you will receive an email with a QR code and detailed travel information.  You must bring this information with you for check-in.

What if I travel outside the date/time that I am reserved for?2024-05-17T13:30:56+00:00

If you decide to travel at a time or date other than your confirmed reservation, you must check in at the ticket office. You will be accommodated as per the waitlist policy. You will receive full credit for the amount paid if space is available.

I need to change my reservation to accommodate an extra passenger or different vehicle type. Can I do that through the app?2024-05-17T13:25:11+00:00

You cannot change a reservation using the app. Changes can be made by calling a reservation agent at (866) 535 2567 or by email to reservations@woodwards.nf.ca. In order to change a reservation, you must provide your reservation number or customer ID to allow a change. This is to protect your account info and deter unauthorized changes.

Can I cancel my reservation?2024-05-01T16:46:11+00:00

Please visit our Cancellation Policy for information related to cancellations and ferry delays.

Can I make changes to a ferry reservation?2024-05-01T16:39:39+00:00

Changes cannot be made to reservations within 24 hours of departure and new reservations cannot be made on the day of travel.

Limited changes can be made to reservation if there is more than 24 hours before departure. To make a change please call our toll-free number 866 535 2567 or email us at reservations@woodwards.nf.ca. You must have your reservation number and customer ID if you booked online to provide to the reservation agent. This is to ensure no one can change your reservation without your approval.

Do I need to make a ferry reservation in advance?2024-05-01T15:36:18+00:00

Reservations are recommended but not required.

Non-refundable deposits of $10.00 for private vehicles, $5.00 for walk-on passengers and $25.00 for commercial vehicles are required for each reservation. Deposits will be credited upon check in at the departing terminal provided tickets purchased are for the date and time of the reservation.

Labrador Coast

What is the smoking policy?2024-05-29T13:40:02+00:00

Smoking is not permitted, as per provincial regulations

Is alcohol and drug use allowed onboard?2024-05-29T13:39:48+00:00

Consumption of alcohol and use of drugs is strictly prohibited onboard.

Can the vessel accommodate 120-volt devices such as computers and cell phone chargers?2024-05-29T13:39:34+00:00

Yes. There are outlets in cabins as well as some accommodation for charging in public locations onboard.

Will there be internet access for passengers onboard?2024-05-29T13:39:18+00:00

LMI provides two tablets for onboard public WiFi use. There is no charge to use the devices or to access WiFi. Use is managed by the Customer Service Representative. Access to the tablets will depend on demand, but each passenger is guaranteed at least 15 minutes of use per day. Printing and scanning services are also available.

The Kamutik W also provides free satellite phone access for emergency use, as well as a desktop computer, should either be required.

Satellite TV is also available onboard for public viewing.

If I have questions or concerns while on board the Kamutik W, what should I do?2024-05-29T13:39:02+00:00

Contact the Customer Service Representative or any member of our staff to address your question or concern.

Should I assume that the Kamutik W will arrive or depart at its scheduled time?2024-05-29T13:38:47+00:00

The vessel operates on a designed schedule, however that is subject to change based on freight requirements as well as weather and other factors. Always monitor LMI’s travel advisories for the latest information.

Will there be onboard public announcements for matters such as safety?2024-05-29T13:37:46+00:00

Yes. Announcements are made regarding departures, pre‐arrival, smoking policy, etc. Life safety information is also included in the announcements, including detailed instruction on life vest stowage and use, procedures covering evacuation and lifeboat procedures, as well as instruction on alarms and what they mean.

What procedures are in place to ensure the safe movement of passengers during freight operations?2024-05-29T13:37:19+00:00

LMI and NMI operate with a focus on safety. There are clearly visible fenced-in areas guiding passengers to/from the stairs and elevator. If pedestrian traffic is in conflict with the movement of freight equipment, the freight operation will be shut down until the issue is resolved. To ensure public safety, one crewmember is always on the ramp and assigned the task of monitoring passenger safety during cargo operations.

What procedures are in place to ensure safety onboard?2024-05-29T13:36:35+00:00

The crew is responsible for carrying out their duties as assigned, including safe operation of the vessel, and to ensure that passenger areas, cabins, and washrooms are maintained in a sanitary state. Crew and passengers are required to treat each other with respect. LMI’s Passenger Protection Policy details the standard of behavior expected while travelling on the vessel.

What are the restrictions regarding unaccompanied children?2024-05-29T17:34:31+00:00

Children under the age of 14 (student ID may be required) will not be sold a ticket to board the vessel. While onboard, children are the responsibility of the parent or guardian who is travelling with them. Labrador Marine is not responsible for supervising underage children.

Is there food service onboard?2024-05-29T13:36:08+00:00

Yes, food service is available onboard which includes usual breakfast, lunch and dinner options. Menu is posted onboard. Menu options are dependent upon supply and updated onboard as needed.

Can I leave the vessel to sight-see or visit someone during a port stop?2024-05-29T13:35:50+00:00

Please note the following if you choose to leave the vessel to visit along the route.

  • Before going ashore at a port that is not your destination, you need to check with the Customer Service Rep onboard
  • Ensure you are back aboard before the time given you by the CSR or upon hearing the ships whistle
  • The ship will signal intent to depart in 30 minutes by sounding ships whistle
  • The passenger is fully responsible to be back onboard prior to departure
  • There will be no return to the port after departure, you are on your own

The actual time available at each port is subject to arrival times and departures may change pending upcoming weather, etc. Please ensure you monitor closely when ashore.​ ​The vessel operates on Local Time, ADT/AST.

What is the policy if someone becomes ill onboard?2024-05-29T13:35:21+00:00

Passengers will be advised when they arrive at the ship to report to staff if they feel unwell during any part of the voyage. Labrador Marine has protocols in place to contact Labrador-Grenfell Health to seek advice and assistance. One cabin is set aside to isolate a sick passenger should that become necessary.

How will you keep track of freight shipments?2024-05-23T15:55:42+00:00

We have implemented a new freight tracking system. Once freight is accepted for shipping, it will be given a tracking number and entered into the database. This will allow shippers to go online and check the status of their shipment.

Will there be any issue moving all freight on each departure?2024-05-23T15:53:54+00:00

We will endeavor to move all freight offering on the next departure. This will be an ongoing process by ships’ crew to determine the best way to load the vessel to accommodate. Freight will be moved in order of date received to ensure oldest freight goes first

Can the vessel handle dangerous goods?2024-05-23T15:53:35+00:00

Dangerous goods can be handled on the vessel within Transport Canada regulation. Explosives cannot be handled due to strict regulation. However, products such as propane and fireworks can be handled. In the unlikely event a product is offered for shipment that cannot go on the vessel, we will arrange alternate means of transport.

Does Labrador Marine own hybrid reefers?2024-05-23T15:53:13+00:00

Yes. LMI owns three hybrid reefers that can be run off diesel while on the dock and can be connected to electric power when loaded onto the vessel.

Will chilled and frozen food be unloaded from the vessel and left on the dock at coastal ports?2024-05-23T15:52:56+00:00

As a part of LMI’s service improvement strategy in 2021, shoreside stationary freezer capacity was added at the ports of Nain and Hopedale. The service improvement continues in 2022 with freezer capacity installed in the communities of Postville, Makkovik and Rigolet.  Where this service is not available, it is the customer’s responsibility to pick up freight themselves or to arrange to have someone else pick up freight once it is delivered. At each port stop, the reefer container is put ashore, the cargo removed, and the reefer put back onboard before the vessel departs.

Is there space for passengers to store frozen products until they reach their destination?2024-05-23T15:52:24+00:00

No. All frozen product must be shipped as freight. Passengers are allowed 2 pieces of luggage that can be put in the baggage boxes provided if desired. An additional item is allowed, i.e.  a carry-on.

What is the policy on accepting frozen food products for shipment?2024-05-23T15:51:24+00:00

Frozen and/or chilled product is accepted for shipment. These products are accepted on Thursday and Friday for loading to the ship on Sunday. The purpose of a two-day acceptance period is to reduce fuel cost in running the reefers, which also helps reduce pollution. It also reduces the possibility of a mechanical breakdown causing spoilage to freight. As per the conditions of carriage (Bill of Lading), the customer is responsible for picking up goods upon arrival. This process is consistent with the procedure that has been in place for several years. Labrador Marine Inc. is not responsible for refrigerated goods left at the dock.

Should I assume that the vessel will arrive or depart at its scheduled time?2024-05-22T15:43:54+00:00

The vessel operates on a designed schedule, however that is subject to change based on freight requirements as well as weather and other factors. Always monitor LMI’s website for the latest information.

Can I travel without a reservation?2024-05-22T15:43:10+00:00

No. Only passengers with reservations will be permitted to board the vessel. This is to ensure passengers can book obtain passage once the vessel departures Goose Bay. 

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