“Not all Brittany Ferries fault
Traveled to Bilbao in August 2021 from the UK, as I was moving house to France. Arrived in Spain no issues, once through passport control I was pulled over by the port authorities to check my van, I had all the paperwork to hand, full list of what I was bringing, dates purchased and value. I had done the same journey 2 weeks before but drove through France, this time was me bringing my dogs and last bits over, tools etc. The port authorities in Spain were shocking, aggressive, rude, ignorant. Although everything I was bring to my new home was at least 5 years old they insisted I had to pay a tax. Told me UK wasn’t in the EU anymore and now we pay, we are a third world country now. 4 Hours later, and after getting them
Down from €1500.00 I paid €136.00
I wasn’t the only one how suffered this, Brittany Ferries should at least put something on there web site giving customers the heads up that they will be taxed on goods.”
“BF CANCEL THE OUTBOUND SAILING, BUT AS THE RETURN IS GOING AHEAD 4 WEEKS LATER NO REFUND !!!!
Received an email to say our sailing 26.05.21 had been cancelled and if we wanted a refund to email within 7 days. So I sent the email requesting this and also advising that we obviously would need a refund from Spain to UK on 24th June, as we wouldn't be there.
Had a call the day before due to travel saying did I know it was cancelled. I confirmed I would like a refund, even though they hadn't replied to the email yet. The lady checked and finally reluctantly agreed to refund the outgoing crossing. However, the homeward journey is still going ahead this would not be refunded. As it wasn't booked as one booking. I did two separate bookings within an hour of each other, as I was advised to do by one of their Customer Service Representatives advised, as I was using their vouchers.
Not sure if we are supposed to teleport ourselves to Spain to be able to come back in 4 weeks time ?!?!
Given we accepted vouchers last year, to support BF and also lost our money on a sailing to France later the same year, I expected better treatment for those who tried to help and support last year. I have travelled with them for many years, but that is it now, NEVER AGAIN !! I will be doing whatever it takes to get this refunded, I am not willing to lose an additional £700 of my money to BF and I still waiting for cancelled crossing refund to be credited to my card.
Be warned don't book with current uncertainty, as they appear helpful when you book and pay, but once they have your money, they will try anything to keep it.”
“Owing to Covid lockdown last year we chose to postpone our sailing to Santander with Brittany Ferries rather than seeking a refund. The pandemic is far from over and with health vulnerabilities and the risk of getting stranded with school age children we have decided again not to travel. Brittany Ferries have refused to refund the deposit (£800 +). Smaller hotels have all refunded in full to us so why is this company refusing to do so? I would understand losing some of the deposit , but All!!! I am choosing not to do any further bookings with this company and strongly suggest that people check the company's terms of agreement fully and do not book unless you are certain that you will travel. Short sighted customer relations Brittany Ferry. Shame on you . I only wish i could give zero stars.”
“We travelled on Galacia on 27/03/21 when we left our car deck the amount of people pushing to get to the lift was horrendous. When we got to our cabin it stunk of fumes as did all of deck 8 it was horrible. The staff in the restaurant couldn't be bothered to serve you hence the food being cold on arrival at your table. There were good covid measures on board. Theach workers at the poRte when we got off were very rude because cars were going different ways to what they wanted. A hand held torch or fluorescent gloves would be good as we couldn't see his hands.”
“We sailed from Santander to Portsmouth on 2 December 2020. We were told that we would be boarding according to colour so that Covid protocols could be observed, dinner slots were also reserved according to colour. We finally boarded 30 min late-no leaving their cars according to colour at all - everybody just ran and crowded onto the ship- we got to our cabin and there were already people inside - in our new cabin the television didn't work, the wifi also not ( but we could buy 1GB for 25 euro that only works in the lounge???) Dinner was a disaster - the time slots overran their time so the next group had to queue for 45 min to an hour with no social distancing because there were too many people - only 1 restaurant open and the ship was full - they allowed people to sit on chairs that were originally taped off just so that they got get more of them in- when we wanted to shower the next morning we had no water in the cabin. We ordered a Gin and Tonic but they had forgotten to load tonic on board? Because we had no TV we wanted to buy magazines at the shop but that they forgot that as well- disembarking the ship was a free for all - it didn't matter if you were in the red, pink or green group - never again!”
“It seems that how ever many times you tell brittany ferries that due to the covid conditions and that traveling with an elderly mother that you want to cancel all bookings. Outward and return. That they still insist on trying to take out monies from my account for full payment of the sailing.... Then, then. Have the temerity to tell me that I didn't make my request to cancel clear enough! There was a whiff of suspicion when I was sent an email telling me that my crossing was to be made on a smaller vessel. On a crossing I'd cancelled! They refunded just one compleat payment that they shouldn't have taken and now have sent me an advisory email telling me they're about to ransack my account again on a crossing that by now they have been told was cancelled by me. TWICE!
If life and travel ever gets back to normal. I'm taking the channel tunnel and doubling the distance to the south of Spain.
It seems that when you run a monopoly on a route you can treat customers how you want”
“Words cannot do justice to the bad business practices at Brittany Ferries. I find them completely dishonest. How many times do they cancel the Bilbao/Rosslare crossing, requiring people who have paid for an expensive trip to drive up through France at the last moment to catch an alternative ferry. This time I have had to drive from the Algarve to Caen. They called me as I was driving to Santander to catch the boat. Who would do that?
They send out multiple confirmations. I checked the latest one from yesterday. I notice the name of the boat I was taking back is called "Closed". I looked at their schedule. There is no ferry on the return route in February. At what stage were they going to tell me this - a day before or while I was travelling?
In 2019 they pulled the same stunt. They took the Santander boat to Roscoff. The only reason we booked with Brittany Ferries was to sail out of Santander or Bilbao and avoid the long trip up through France. Entering into a contract when one has no intention of fulfilling it is called fraud. I am making a complaint to the trading standards authority.”
“Brittany Ferries changed time crossing. Paid for a cabin NIGHT RATE. No discount/refund offered. Either loose or use cabin.......DAY rate mmmmmm bit cheaper than night. Yes I had economy but a hotel has to be found and more cost and in these times of COVID all helps but its a deff NO from customer service with a message of "we can cancel cabin but no refund!!!!"”
“Very impressed with Brittany Ferries who are facing significant challenges at this time (Coronavirus) - helpful and polite staff and looking forward to sailing with them again !”
“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 !”
