“I am appalled by there business practices. We booked an economy return in March to travel to French friends wedding in June. In light of CoVid the wedding was cancelled and rearrangedor October. Changing the booking at no cost albeit a different crossing was hassle free. Unfortunatley due to Covid the wedding has again been cancelled.
This is were the problems begin. As it was an economy ticket,and despite the wedding being cancelled in light of French Government restrictions and the advice of the UK govnt advising against unnecessary travel to France no refund is applicable.
Bearing in mind the tickets were for a June crossing Ias,Ed if they could be used for a crossing in June 2021 ...no problem they said but there will be an additional £213 to pay !
With Covid still likely to be around next year I could be in the same position only instead of an outlay £300 I would have paid£500+.
The advice given cancel your October crossing and talk to your Insurance company. I have to no avail
Won't be recommending or using Brittany Ferries again”
“We travelled on the Brittany Ferries ship MV Kerry from Rosslare, Ireland to Bilbao, Spain and returned two weeks later. We were very pleased with the whole service from start to finish. All sailings left and arrived on time. The ship was spotlessly clean and good measures were put in place to control social distancing and hand sanitation.
There was a good selection of food available at all meal times, ie breakfast, lunch and evening dinner.
The crew were all very friendly, courteous and extremely efficient in carrying out their duties. They continually cleaned the tables in the cafe area between different sets of customers.
All in all in was a great experience and we couldn’t have asked or expected anything more from Brittany Ferries on this occasion. Maybe a better price next time! Thank you :-)”
“Livechat not answered yesterday and today it is completed disabled. The icon has disappeared from the website. Impossible to get through by telephone.
I had to cancel my crossing due to the new UK quarantine rules. I was still within the “cooling off period” and on the cancellation page it showed that I would receive a full refund to my card so I went ahead and cancelled. I have not received a confirmation of the cancellation by email and the refund is not showing as pending in my bank account. I have emailed Customer Services several times to request confirmation of the cancellation and refund. My emails have also gone unanswered. As others have said, it seems that Brittany Ferries are using COVID-19 as an excuse to justify their complete lack of customer service. Having a monopoly on Spain-UK crossings does not mean it’s OK to treat your customers with such disdain.”
“Really do not rate Brittany Ferries 'customer service' at all. They make changes without even telling the customer let alone asking them, expect them to find out by opening an attachment that is easily mistaken for a re-send of the original confirmation invoice, then don't answer emails and don't even get me started on the phone line which inevitably goes straight through to a flat 'beep' or else you get a hold message then left on listening to some irritating music with no indication of when - or if - you will actually be able to speak to a human being.
And our complaint is pretty minor compared to those I've read on this review site - shame on you Brittany Ferries.
I WILL NEVER TRAVEL WITH THIS COMPANY AGAIN.”
“Brittany Ferries does not communicate with their costumers. Lack of professionalism, caused financial distress and moral damage for the whole family.”
“Ferrysavers reference Number: 13383154
Brittany Ferrys reference Number:CX85469
(BOOKING DONE ON THE DAY 14/01/2020)
Hi
my trip was canceled by brittany ferries did not warn me, did not contact me, I can not contact the phone do not answer, already sent email does not answer
I have sent dozens of emails to the original booking ferrysavers and brittany ferries and they do not respond, and do not answer the phones.
I want full refund for the reasons of breach of service contract. I do not want to receive voucher, I have lost full trust in Them companies.
on the brittany ferries site at least about two months ago that the boat is not available I tried to contact by phone but always unanswered”
“Company is an absolute disgrace!! I would not even give this a single star, you can not get through to the number you are engaged all day or on hold, after 40 mins on hold I’ve give up and it’s ruined my holiday plans as I’m in Spain wanting to manage my own booking to stay longer which you can’t even do online once your outward journey Has started ? It’s ridiculous ! It’s a shambles I’ll never recommend or use this pathetic company again, plus the food on board is like dog s*$t !”
“Cancelled my booking, they ignored all attempts to contact them for three months. Then offered a refund which they "forgot" to process. Still chasing and waiting. Use any company other than this lot whenever possible.”
“SHAMBOLIC CUSTOMER SERVICE
Like so many others I am appalled at the shambolic (non) 'service' to customers.
All forms of communication with the company are not fit for purpose.
Last week I emailed Christophe Mathieu (CEO Brittany Ferries) and Nigel.Wonnacott (Head of Communications) about this.
I emailed both of them again yesterday drawing their attention to all the bad reviews online.
Neither have bothered to reply to either email.
Is this Gallic arrogance?
If they do not respond in full to my complaint in the next couple of days I will be making Simon Calder and all other newspaper travel writers aware of the company's total contempt for customers.
And if by the remotest chance you do reply to my emails Mr.Mathieu and/or Mr.Wannocott don't try to pin the blame for all the communication problems being reported on Covid 19.
Most of these are a result of very poor management, and you are both top of the management tree.”
“I have been booked to travel with Brittany Ferries since December. Our date to travel August 18
On the B. F. website in mid June there was a note to the effect that our ferry would not be used for our route to Spain this year, however it was still being shown on the sailing schedules, and it still is today June 30.
I emailed BF 6 times to question this, because they have shut down their phone lines.
I HAD NO REPLY.
On June 22nd they took my final payment for the trip.... Now £403
On June 30 they emailed telling me the sailing was cancelled offering a credit note or refund and with a contact phone number.
I rang the number which was engaged so i put it on auto redial.
The number re dialed 183 times and finaly connected to a machine which told me the office was now closed and explained how much my call had cost me.
I completed the form online as advised to request a refund rather than a credit note.
The next page advised me not to expect a reply for 45 days.
My conclusion;
I have at best been taken advantage of by. B. F.
It seems they should never have taken my final deposit even if it does help their cash flow in these difficult times.
I am left wondering if I will ever see my money back {bigger they are the harder they fall}.
I have now had to make alternative arrangements and find the money again to do this.
Be ashamed Brittany Ferries this is disgraceful behaviour.
Ian Henderson”
“While sympathetic to Coronavirus disaster , a website as clear as mud and feeling like I've been cajoled into a last minute decision regarding travel, government guidelines and an obvious attempt to maintain normality , I now find it impossible to get a refund or credit note.”
“The staff at Brittany Ferries are as nice as you meet anywhere. The management of Brittany Ferries are as customer friendly as any street mugger. Having taken my money months in advance and cancelled my journey at less than one weeks notice, I find they have no desire to refund my money.”
“Club Member Stranded in Portugal with 2Y 4Y 6Y babies on my own Ignored by Brittany Ferries
Hello I been so patient with Brittany Ferries even with them cancelling twice now on us, I am am loyal club member and was shocked to be told by my friend who used our card as a guest that he was rang by Brittany Ferries for secret booking they would sort out for him and his wife with one daughter!! I am stuck here in Portugal with a 2 year old 4 year old 6 year old who have not seen there mum in months (Mummy been working in the NHS taking care of dying Cvirus patients) so it would be nice to get back home as living here in a tent is not so good for this long a time........ Hearing my friend is going to get a ferry and that Brittany Ferries have rang him many times promising him a boat home soonest, then us all they have done is emailed us saying our 29th June ferry is cancelled. I do not want a credit note I want a refund or to be allowed onto the secret ferries they are taking who they choose home, who are these special guests and why has Brittany ferries hidden this fact that they are choosing others over us long term customers left abandoned. I complained to Brittany Ferries and was blocked on Twitter and Facebook for asking if they are going bust as no other reason they could be trying to keep everyone's money like this??? We will go back to the UK and take civil action over them abandoning us here like this and also will be complaining to UK trading standards for them to investigate if what the BF is doing could be classed as fraud and deception taking bookings money for ferries they have no intention of abiding with!! 30 years of traveling with them and now this treatment. I even read they were telling people on there FB page they are cancelling because they can not make enough money!! like seriously that comment I found disgusting after I had been so calm before and feel hurt by that comment most of all.”
“Shame you can't leave minus stars....The worst company by far I've had the misfortune to deal with during the present crisis. Other companies can manage to still be contacted, offer refunds as well as vouchers and give full refunds if asked. Brittany Ferries however take any balance owed even when there is no chance of sailing, make communication next to impossible when you don't accept the "compulsory" voucher and even when you manage to contact them through the very well hidden live chat will not give any indication of how long the requested refund will take.
At best I would say they are using "sharp" business practice and at worst I'm sure they are breaking more that one law.
Anyhow after a month trying to get the money back I've now raised a complaint with my credit card company and if that doesn't work sharpish I'll be banging them in small claims court.”
“We’ve now had 3 ferries cancelled due to covid, desperately trying to get home to the U.K. I’m a essential worker and my husbands medication is running low. We need a refund not vouchers, we have jumped through all the hoops filling out online forms emailing everyone from the CEO to his dog. So sick of it, they are quick enough to take our money by law they should no give it back so that we can make alternate arrangements, alternatively put us on a freight ferry in our two cars with our two dogs we will quite happily stay in the car if need be. This is how desperate we are to get home. do the right thing Brittany Ferries, help stranded folk don’t hinder them. Not everyone can afford to pay for other travel whilst you sit on their money. Still waiting for refund from this dreadful company”
“I would give them 0 stars if I could. I am fuming. My partner's sister was recently diagnosed with last stage cancer, just as lock down happened. She lives in France. He was desperate to get over there to care for her, it has been so distressing. He was delighted to be able to book a crossing from Portsmouth to St Malo on the 29th April to travel on the 15th May. During this period nothing has changed in terms of government guidance. I discovered, via their website, on the 8th May they had cancelled all crossings, although were not notified until 12th May.
This was so upsetting. Fortunately he was able to travel to France with Euro star on the 11th May as his sister's condition had worsened. This has incurred additional cost for us. A voucher is just not acceptable we need a refund. The response has been an apology but with the sentiment 'we are all in this together'. I can't believe they accepted a booking and out money when they must have known there would not be a crossing.
I have travelled with Brittany ferries for many years but wont be again.”
“I DONT WANT A VOUCHER, WANT MY MONEY BACK! Brittany Ferries have cancelled my return trip to France in early June. It was specifically for the DDay celebrations with my family.
I paid in full and after contacting them I’ve been offered a voucher but just want a refund. They’ve said voucher or nothing but as this was a special, once in a lifetime trip, I DONT WANT A VOUCHER! My elderly relatives paid for it, now they can’t have their money back? Shocking. Shame on you Brittney Ferries and unless our money is returned for a service you can’t provide, court it will have to be. I know my Consumer Rights! Booking Ref DB13147”
“Customer service not existent, they cancelled our crossing 22nd March but will not refund despite 12 e mails three contact forms and an official complaint all ignored and as for the Consumer Rights and EU law forget it as they have. I will never ever use them again and to date no refund received”