I am appalled by the way Brittany Ferries has handled a simple booking issue. Their Customer Service team has shown a complete lack of professionalism, empathy, and basic understanding of their own terms and processes. Despite providing clear evidence and documentation, they have refused to acknowledge the real issue—their misleading FAQs and unclear booking documentation. Instead, they’ve chosen to hide behind vague contractual language and invented definitions like “Lead Passenger,” which is clearly in their own Terms and Conditions. Their responses have been robotic, dismissive, and legally incoherent. Rather than resolving the problem, they’ve created one—refusing a name change that would have cost them nothing, while forcing me to incur hundreds of pounds in additional travel costs. This is not just poor service—it’s negligent and adversarial behavior from a company that claims to care about customer satisfaction. Their refusal to escalate the matter properly or engage constructively has left me no choice but to pursue a formal legal claim. If you value transparency, fairness, and basic customer respect, avoid Brittany Ferries. Their handling of this matter has been a textbook example of how not to treat paying customers.