With the introduction of MYLMI, customers can now avail of a better reservation/boarding experience. The following questions and answers are intended to help you adjust to the new booking system.
Reservation Process
What is required when making reservations by calling the Reservation Office?
When you wish to book your reservations by calling the Res office please ensure you have all your info available, customer ID, email address if applicable, info regarding vehicle length, etc. Ensure you have your credit card available to allow the process to be completed in a timely manner.
I have a login and password from the current booking system. Do I need a new login and password for MYLMI?
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?
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.
I booked a reservation previously and paid a deposit only. What happens to my reservation?
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.
A deposit used to be required when booking. Is this still the case?
A deposit only applies to commercial vehicles. You pay the full fare when you book for regular vehicles or walkon passengers.
Will the payment method change?
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.
Will there be changes to the booking process for commercial customers, government travel, or tour groups?
You will follow the same process as before. The only change is that you will make your reservation through MYLMI.
I need to change my reservation to accommodate an extra passenger or different vehicle type. Can I do that through the app?
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 [email protected]. 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.
I’ve already paid to book a trip. What happens if I need to cancel the reservation entirely?
If you cancel within 72 hours of departure, you must email [email protected]. Include the customer’s name, reservation number, and reason for cancellation. The request will be reviewed, If the reason is medical, family issues, etc. we will consider a refund. If not the reservation may be “diverted” (held) for future use. The customer will receive a response within 4-5 business days for processing.
If you cancel more than 72 hours prior to departure, you must contact a reservations agent or email [email protected]. The reservation will be cancelled, and a full refund will be processed. Allow 4-5 business days for processing.
At the Terminal
I’ve booked travel through the app. Will I have to visit the ticket office?
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. Please ensure you have your reservation info, including QR code ready before you reach the traffic director.
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?
No. You must visit the ticket office and obtain a ticket.
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?
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 travel outside the date/time that I am reserved for?
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.
Labrador Marine has created a video to explain the new process. Where can I view it?
We have created a YouTube channel where the video can be viewed. The link is:
https://youtu.be/uES_aA5azzs
The video can also be viewed on the MYLMI Facebook page.
Reservation Process
What is required when making reservations by calling the Reservation Office?
When you wish to book your reservations by calling the Res office please ensure you have all your info available, customer ID, email address if applicable, info regarding vehicle length, etc. Ensure you have your credit card available to allow the process to be completed in a timely manner.
I have a login and password from the current booking system. Do I need a new login and password for MYLMI?
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?
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.
I booked a reservation previously and paid a deposit only. What happens to my reservation?
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.
A deposit used to be required when booking. Is this still the case?
A deposit only applies to commercial vehicles. You pay the full fare when you book for regular vehicles or walkon passengers.
Will the payment method change?
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.
Will there be changes to the booking process for commercial customers, government travel, or tour groups?
You will follow the same process as before. The only change is that you will make your reservation through MYLMI.
I need to change my reservation to accommodate an extra passenger or different vehicle type. Can I do that through the app?
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 [email protected]. 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.
I’ve already paid to book a trip. What happens if I need to cancel the reservation entirely?
If you cancel within 72 hours of departure, you must email [email protected]. Include the customer’s name, reservation number, and reason for cancellation. The request will be reviewed, If the reason is medical, family issues, etc. we will consider a refund. If not the reservation may be “diverted” (held) for future use. The customer will receive a response within 4-5 business days for processing.
If you cancel more than 72 hours prior to departure, you must contact a reservations agent or email [email protected]. The reservation will be cancelled, and a full refund will be processed. Allow 4-5 business days for processing.
At the Terminal
I’ve booked travel through the app. Will I have to visit the ticket office?
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. Please ensure you have your reservation info, including QR code ready before you reach the traffic director.
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?
No. You must visit the ticket office and obtain a ticket.
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?
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 travel outside the date/time that I am reserved for?
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.
Labrador Marine has created a video to explain the new process. Where can I view it?
We have created a YouTube channel where the video can be viewed. The link is:
https://youtu.be/uES_aA5azzs
The video can also be viewed on the MYLMI Facebook page.