I've been a loyal LeShuttle customer for years and have always recommended your service to family and friends visiting us. I genuinely loved using LeShuttle and acted as an unofficial ambassador, convincing many people to choose you over the ferry options. However, my recent experience on July 22nd, 2025 (booking reference 92445188) has really made me reconsider future travel options. We arrived at 13:30 for our 11:53 departure - 1 hour 40 minutes late. For years, we've always had a 2-hour flexibility window either side, which was one of the main reasons we chose LeShuttle, especially when traveling with our 3.5-month-old baby. We were never properly informed that this policy had changed in March 2025 to just 1 hour for standard tickets. What made this particularly frustrating was being forced to pay €291 for a completely new full-price ticket when the car park was practically empty on a Tuesday lunchtime. This was the same cost as our entire original return journey! Even your staff member at the counter said the situation wasn't fair and suggested we write to customer services. I sent my complaint on July 23rd and didn't receive a response until August 13th - that's three weeks for customer service. When the reply finally came, it simply stated we had "accepted the terms and conditions" without any acknowledgment that this significant policy change wasn't adequately communicated to existing customers. Having spent thousands of euros using your service over the years, I was hoping for some understanding or flexibility given our circumstances and loyalty. Instead, there was no consideration for the fact that we're regular customers who weren't aware of the policy change. I can no longer recommend LeShuttle with confidence and will be sharing this experience with others. You've lost not just our future business, but also the referrals I used to provide. I'm now looking into alternative ferry services. It's disappointing when a company you've trusted for years treats loyal customers this way.