Faq

We would like to make the start of your holiday in Boracay hassle-free.  Please browse through our FAQ section for more information on booking online and our services.  For more queries, please write to us on our contact page and we’ll reply to you as soon as we can.

Before you book

How do I make a booking on your website?

Choose the date of your travel, indicate the number of persons travelling including children, choose between one-way or return transfer, as well as from which point you want to start and end your journey. Afterwards, you can fill up the contact information form with your details and all the details of your travel.  It is essential that you give us your arrival and departure details for smooth transfer.  You can choose two payment methods whether you pay via Paypal or make a direct bank transfer.  After you confirm all details, you’ll receive a confirmation letter on the e-mail address you have provided.

If you did not receive any confirmation letter on your e-mail or for any assistance, please contact us at (632) 917 6239796 via WhatsApp, Viber, Line, WeChat, Kakao Talk or e-mail us at hello@islandstarexpress.com.

What information do I need in order to book?

You need to provide us your contact details including your name, e-mail address, mobile number as well as your flight details.

How do I pay for my transfer?

You can pay in three methods –Direct Bank Transfer to BDO*, Metrobank* and BPI* (we’ll provide our account numbers in the confirmation letter after you made the booking); credit card payment using the secured network of PayPal or PayPal payments.

*Please note that these are all Philippines Bank.  If you are overseas, we suggest you pay via Paypal.

What is your cancellation policy?

For a full refund, cancellation must be made a full 48 hours prior to your plane’s arrival time on the day of the booked transfer. For example, if you booked 3 pm on Friday, cancel by Wednesday of that week before 3 pm.  If the guest cancels less than 48 hours before the booked transfer time, 50% of the payment made is non-refundable.  For cancellations made on the day of departure or no show, the total amount paid will be forfeited.

For more information, please contact us at hello@islandstarexpress.com.

Can I re-book my transfers?

Yes, you can re-book your transfers 48 hours in advance prior to your arrival.  Please e-mail us at hello@islandstarexpress.com with your confirmation number and new arrival date or time.

What are the routes available?

We offer five (6) different routes/stops which can be booked as one-way or return trips:

  • Kalibo International Airport to your Resort – this transfer service includes bus transfer from Kalibo International Airport to Caticlan Jetty, boat transfer from Caticlan Jetty to Cagban Port in Boracay, van transfer from Cagban Port in Boracay to your resort
  • Kalibo International Airport to Caticlan Jetty – this transfer service only includes bus transfer from Kalibo International Airport to Caticlan Jetty
  • Kalibo International Airport to Cagban Port in Boracay – this transfer service includes bus transfer from Kalibo International Airport to Caticlan Jetty and boat transfer from Caticlan Jetty to Cagban Port in Boracay
  • Caticlan Airport to your Resort – this transfers service includes a bus transfer from Caticlan Airport, boat transfer from Caticlan Jetty to Cagban Port in Boracay, van transfer from Cagban Port in Boracay to your resort
  • Caticlan Airport to Caticlan Jetty – this transfer service includes a bus transfer from Caticlan Airport to Caticlan Jetty
  • Caticlan Airport to Cagban Port in Boracay – this transfer service includes bus transfer from Caticlan Airport and boat transfer from Caticlan Jetty to Cagban Port in Boracay

Before you travel

What luggage entitlement will I have?

 

We have no restrictions with the number of luggage that you can carry with you.

What happens if I can’t locate my driver?

 

You may contact our ground personnel with the following mobile numbers:

  • Kalibo Area Supervisor – Mr Ronnie Tumampil (63) 917 517 5250
  • Operations Supervisor – Mr Yul Retuta (63) 917 324 5481
  • Operations Manager – Mr Bismark Cartalla (63) 917 517 5298
My group size has changed, can I choose another private vehicle?

Please advise us 48 hours in advance through e-mail at hello@islandstarexpress.com.  Change of vehicle or additional vehicle is subject to availability.

How long will the transfer take?

 

The bus transfer from Kalibo International Airport will approximately take 1 hour and 30 minutes, boat transfer from Caticlan Jetty Port to Cagban Port in Boracay will take 10 minutes and transfer from Cagban Port in Boracay to your resort will approximately take 15 to 20 minutes.  Total approximate travel time of 2 hours from the airport to your resort destination.

Where should I proceed upon arrival in Kalibo International Airport?

Please proceed to the exit gate and look for our coordinator with signboard bearing your name or company name.