“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.”
“I was going to book my crossings for 2026 to ensure a pet cabin but as well as the £100 increase in fare, the flexi ticket is now a joke. The deposit to be paid has been doubled since last year - you now have to pay 50% as opposed to 25%. Well done Brittany Ferries 👏🏻👏🏻”
“Could not book cabin for return trip ,however on arrival at cherbourg asked for a cabin ,yes 85 euros the port person told us.z125 euros on the ship
This was the experience of two other passengers a I spoke to. 25 year a member soon to finish this relationship”
“This company transport live animals between Ireland and France. Transporting live animals is cruel and hard on the animals. Do your customers know that they will be traveling on the same ferry as suffering animals?”
“Terrible dirty cabin unhelpful reception, not enough pillows and still waiting for a response from customer service about my complaint over 12 days ago!!”
“Absolutely dreadful. Travelled with our dogs. Never had such a bad experience. Dog area small and disgusting! Cabins smelly must have been 30 dogs in cramped area. No facilities for people with their dogs. Just don't do it!!!”
“Breakfast was COLD
And I mean Cold
Do they check the Temperature regularly? This is a very dangerous practice
We were both ill after eating the so called cooked breakfast
Next time I will tell them to make it all fresh at the point of service ( which will cause problems)and would encourage others to do the same”
“I was told to leave my car across a doorway, elderly people were struggling to get past and someone was going to fall through the metal doorway, I told the second captain it was unsafe and he moved my car back a few inches, they have no regard for passenger safety”
“Cabins not prepared for overnight crossing— had to wait 20 minutes in a confined space. Smelly bathroom. Cabin on the same level as car deck but had to climb up then cross over and down again! AN EXTREMELY RUDE MEMBER OF STAFF AT RECEPTION!
Have travelled with Brittany Ferries several times before but their standards have unfortunately spiralled down.”
“Web would not let us change our flex booking. Customer service on phone would only do it for £200 more, computer says no attitude. Only response to getting resolution was to email an automated box with a 2 week response time- ridiculous.”
“Book early with Brittany Ferries and you're penalised. We booked just after Christmas and then discovered we were charged €200 more than if we'd booked in March. Rip off! Don't book early.”
“Really want to speak to someone. It is not answerable via their website and my query won't take more than five or so minutes to sort but the wait time to speak to them is currently 2hrs and 5 minutes!! What a joke. They answered my call (not quickly but quick enough) when I booked (disabled passenger) but now they have us they aren't worried about a follow up service. Generally the firm has gone down hill since we first started going with them years ago. Wish they had a competitor for a Spanish crossing so they have to improve.”
“I have traveled with Brittany Ferries several times and generally choose a Flexi ticket for peace of mind which should cover the outbound and inbound journey. However, I recently needed to change my return ticket and discovered that the flexibility does not extend beyond the outbound journey.
After the outbound journey, you are charged fees for changes, and if the change confirmation suggests you are eligible for a refund, you will not actually receive one. They keep the money instead.
While the journey itself was fine, I feel cheated by the promise of a Flexible ticket that is not truly flexible.
I am not sure, I'll travel with them again.”
“We sailed from Plymouth to Roscoff at 13.39, The check-in was very quick, sailing smooth, cabins n the ship was very clean, beds were very comfortable and cabin size was big with free mini bar which had stocked with 2 of each water, orange juice, sparkling water, 1 Pepsi and 1 box of macaroons. (4 berth cabin), staff was very helpful, departure n arrival on time. U can also go on deck and relax whilst watching the views and it’s must to enjoy the views. We had lunch in the restaurant which was reasonably priced as we had 20 euros 3 course meal and large portions. The only downside was that they only offer complimentary breakfast for morning sailings. However, they should atleast offer complimentary sandwich or salad for the other sailings. However overall excellent experience hence giving 5 rating. But surely I will use their services again.”
“Put prices up by an alarming amount, yet no longer provide your complimentry breakfast/evening meal, €11 for continental breakfast yet full English used to be approx €8-9.
After many sailings on the past this will be our last.”
“We had booked our sailing with Brittany Ferries Portsmouth to Cherbourg for a 2.pm sailing. A few weeks later we were informed the sailing had been cancelled so we rebooked for the 7.am sailing and booked accommodation as we were travelling from the NW. Again we were contacted and told the sailing had been cancelled. This of course leaves us with accommodation we now do not need. Brittany Ferries would not help with accommodation costs and told us to claim it back through our insurance. I am not sure what we will do about the accommodation but I am certainly sure we will never use Brittany Ferries again.”
“Just goes to show how a monopoly service can turn a once good service into something which at its best is just very very average. Overpriced fares, food and boats where one feels confined to soulless lounges offering indifferent service and refreshments. No consistency in catering and the hype about tapas bars is a fancy label for skimpy plates of uninspiring food at premium prices. Gone are the days of providing water, ice and microwaves to customers - everything they provide comes at a price! One starts and ends a journey home hoping it will be, at best, ok”
“My Review is about Brittany Ferries booking system and membership.
We have traveled with them for many years many times.
The experience is always great, prices yes have gone up in food and tickets, the fact the Portsmouth ferries to Spain take forever has a bad impact on our holiday days. Not happy with that this year I’ll go via Plymouth but this takes 5 hour to get to the port. Before everything in general was much much better.
My main dislike with BFerries, My partner is a member and because every year I travel away before him or travel back after him with our children and with our car I can never use his full membership discount, because in one of our trips going or returning he won’t be with us. So I have to use the guest discount and this is supper frustrating and we have to buy separate tickets we are partners we have 3 children we are a “family”i should be able to use the membership, it’s not like it’s a cousin or the parent or a friend. This year we renewed our membership but we really thinking of not renewing anymore, and this is the main reason for this decision.
It’s a shame has been very much pleasant travelling with Brittany Ferries but paying a yearly fee and not being able to use it as a family it’s very unfair.”
