Frequently Asked Questions

1. HOW MANY HOURS WILL I TRAVEL FROM KALIBO AIRPORT TO MY HOTEL IN BORACAY?

Travel time from Kalibo International Airport to your hotel in Boracay is approximately 3 hours.

  • Approx. 1 hour and 45 minutes travel by land from Kalibo International Airport to Caticlan Jetty Port.
  • Approx. 5 minutes travel by motor boat from Caticlan Jetty Port to Boracay island.
  • Approx. 1 hour travel by land from port in Boracay to hotel.
  • Cars/taxis for maximum of 4 passengers
  • Vans for maximum of 10 passengers
  • Coasters for maximum of 18 passengers
  • Mini-buses for maximum of 21 or 33 passengers
  • Buses for maximum of 43, 45, or 49 passengers
  • Speedboats for maximum of 36 or 38 passengers
  • Cabs for maximum of 10 passengers




2. HOW MANY HOURS WLL I TRAVEL FROM CATICLAN AIRPORT TO MY HOTEL IN BORACAY?

Travel time from Caticlan Airport to your hotel in Boracay is approximately 1 hour and 20 minutes.

  • Approx. 15 minutes travel by land from Caticlan Airport to Caticlan Jetty Port.
  • Approx. 5 minutes travel by motor boat from Caticlan Jetty Port to Boracay Island
  • Approx. 1 hour travel by land from port in Boracay to hotel.




3. WHAT TIME WILL I BE PICKED UP FROM MY HOTEL IN BORACAY IF MY FLIGHT IS IN KALIBO AIRPORT?

For International flight via kalibo Airport, approximately 6 hours before ETD.
For Domestic flight via Kalibo Airport, approximately 5 hours before ETD.

  • Approx. 1 hour travel by land from hotel to port in Boracay.
  • Approx. 5 minutes travel by motor boat from Boracay to Caticlan Jetty Port.
  • Approx. 1 hour and 45 mintes travel by land from Caticlan Jetty Port to Kalibo International Airport.
  • Approx. 2 hours check-in time allowance at Kalibo International Airport.
  • Approx. 1 hour travel by land from hotel to port in Boracay.
  • Approx. 5 minutes travel by motor boat from Boracay to Caticlan Jetty Port.
  • Approx. 15 minutes travel by land from Caticlan Jetty Port to Caticlan Airport.
  • Approx. 2 hours check-in time allowance at Caticlan Airport.




4. WHAT TIME WILL I BE PICKED UP FROM MY HOTEL IN BORACAY IF MY FLIGHT IS IN CATICLAN AIRPORT?

For flights departing from Caticlan Airport, hotel pick-up time is approximately three-and-a-half (3-1/2) hours before Estimated Time of Departure.




5. IS IT POSSIBLE TO DELAY MY PICK-UP TIME?

Yes, it is possible, but there is no guarantee that you will make it to the airport in time for your flight.

  • Email Southwest at customercare@southwesttours.ph and inform us of the change in pick-up time. This must be sent at least 24 hours before the original pick-up time. Otherwise, Southwest will follow the original pick-up time and if you are not there you will be considered a no-show passenger and charged for the pick-up.
  • Sign a waiver saving from any liability in the event that you miss your flight.




6. IS THERE ANY CHANGE OF PORTS?

Yes, the Philippine Coast Guard identifies which port to use to go to Boracay depending on the time of year. Approximately from February to May we use the Caticlan Jetty Port. Approximately from June to January, or during the Southwest monsoon, we use the Tabon Port.




7. IF MY FLIGHT IS DELAYED WHAT DO I DO?

Email Southwest at customercare@southwesttours.ph and inform us of the status of your flight. Southwest will then confirm the delay with the airline, adjust your pick-up time, and email you back to inform you of your adjusted pick-up time. It is your responsibility to check your email inbox for updates from Southwest.




8. WHAT TYPE OF TRANSFERS DOES SOUTHWEST HAVE?

We have 3-4 seaters car, 7- 10 seaters Vans, 18 seaters coasters, 21 seaters Mini Bus, 33 seaters mini bus, 43 seaters bus, 45 seaters bus, 49 seaters bus, 36-38 seaters speed boats and 10,14 seaters Cab.




9. DOES SOUTHWEST ACCOMMODATE PASSENGERS ARRIVING AT NIGHT?

Yes. In fact, only Southwest accommodates arriving passengers 24 hours a day, seven days a week. Southwest has staff working 24/7 to assist booked passengers even during the night.




10. IF THE AIRLINE CANCELLED MY FLIGHT, CAN I STILL REBOOK MY TRANSFERS WITHOUT ADDITIONAL CHARGES?

Yes, for those whose flights have been cancelled, we will rebook transfers at no additional charges. Email Southwest at customercare@southwesttours.ph and give us your booking reference number, your old flight data, and your new flight data. We will then email confirmation back to you. It is your responsibility to check your email inbox for updates from Southwest.




11. DOES SOUTHWEST ACCEPT CHANCE PASSENGERS?

Yes, Southwest accepts chance passengers subject to seat availability. Please check the Southwest arrival counters at the Kalibo International Airport and the Caticlan Airport.




12. WHAT IS “BUS ONLY”?

“Bus Only” is a transfer by land from Kalibo International Airport or Caticlan Airport to Caticlan Jetty Port. It does not include boat transfer to Boracay island, nor cab transfer from the port in Boracay to your hotel. Depending on the number of passengers in any given flight, “Bus Only” could use a bus, a mini bus, coaster, or van.




13. WHAT IS “BUS AND BOAT”?

“Bus and Boat” includes land transfer from Kalibo International Airport or Caticlan Airport to Caticlan Jetty port, and boat transfer from Caticlan Jetty Port to Boracay island. It does not include cab transfer from the port in Boracay to your hotel.




14. WHAT IS “DOOR-TO-DOOR” TRANSFER?

“Door-to-Door” transfer includes land transfer from Kalibo International Airport or Caticlan Airport to Caticlan Jetty Port, boat transfer to the port in Boracay, and cab transfer to your hotel.




15. WHAT IS A PRIVATE TRANSFER?

Private transfer refers to the use of chartered vehicles, both land and sea. This is ideal for groups who prefer to travel with privacy.




16. WHEN SHOULD I BOOK?

The earlier the better, but Southwest can accommodate bookings made at least 24 hours before your travel.




17. DOES SOUTHWEST ISSUE TRANSFER VOUCHERS?

Yes, after you process and pay your booking, you will receive your booking confirmation voucher by email. You must carry this with you during your travel and keep it handy for presentation.




18. HOW CAN I CANCEL MY BOOKING?

Email Southwest at customercare@southwesttours.ph, and inform us of your cancellation. Kindly indicate your booking reference number and the reason of your cancellation. We will issue refunds following this policy:

  • Booking cancellation made at least three (3) days before the scheduled flight arrival or departure shall be given a seventy-five percent (75%) refund.
  • Booking cancellation made twenty-four (24) hours before the scheduled flight arrival or departure shall be given a fifty percent (50%) refund.
  • Booking cancellation made on the date of the scheduled flight arrival or departure shall not be refunded.




19. I LEFT SOMETHING IN YOUR BUS/BOAT. HOW DO I GET IT BACK?

Call (+6336)2685100, (+63999)9944966 (Smart), or (+63917)3221901 (Globe), or email Southwest at customercare@southwesttours.ph and give details of your lost items. Please make sure to give your booking reference number to our agent so they can better assist you.




20. HOW CAN I CONTACT SOUTHWEST?

KALIBO RESERVATIONS OFFICE
Jaime Cardinal Sin Ave., Andagao, Kalibo, Aklan
SMART: (+63) 999 9944 966
GLOBE: (+63) 917 3221 901
SMART: (STBI-ONLINE) (+63) 947 8911 658
GLOBE: (STBI-ONLINE) (+63) 917 5682 441
HOTLINE: (+6336) 268 5100
EMAIL: customercare@southwesttours.ph