“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.”
“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.”
“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.”
“This relates to the reservations and land customer service and not onboard.
My second booking with Brittany Ferries and the second very inconvenient rescheduling.
I booked an early bird fare, five months in advance, Rosslare to Cherbourg to arrive in daylight as I have a long onward car drive. When they rescheduled, the offer was a refund or another date if the new times did not suit. I found that they have a sailing from Cork the next day, which suited better, which actually cost €13 less, so I asked reservations to change it for me. They agreed, but, but despite the lower fare, they refused to refund me the €13 difference. If I cancelled the booking, I could get a full refund and book the Cork leg myself, saving the €13! It took 4 days before reservations cancelled the Rosslare leg, by which time, the Cork fare had increased by €40. After several emails and telephone calls, they eventually gave me the sailing at the original fare, but not the €13 refund. I asked for a free gesture such as some meal vouchers or a cabin upgrade to make up for the inconvenience and extra petrol expense and this was flatly refused.
The website says the Salamanca ships offers a “cooked ENGLISH breakfast”, on a France-Ireland sailing, however as the ship arrives at 6AM, the restaurant is not open!
Now, two weeks before travelling, I discovered the price of the outbound sailing and cabin have dropped by €71. I wrote to Brittany's customer services for Ireland-France, based in England! They have a 28 WORKING DAY response time, presumably due to a massive amount of complaints. After a long wait, I received a partial response and a flat refusal of any refund,or gesture. The attitude and lack of any willingness to help or retain customer goodwill from senior agent Charlotte Murray was despicable. She is a disgrace to her profession. She hid behind the company’s terms and conditions and simply did not care about the customer. While Brittany Ferries prices are good, I am very reluctant to trust them again as their land based customer service is terrible. Perhaps the ships and crew will be better.”
“This relates to the reservations and land customer service and not onboard.
My second booking with Brittany Ferries and the second very inconvenient reschedulling.
I booked Rosslare to Cherbourg to arrive in daylight as I have a long onward car drive. When they reschedulled, the offer was a refund or another date if the new times did not suit. I found that they have a sailing from Cork the next day, which suited better, which actually cost €13 less, so I asked reservations to change it for me. They agreed, but would not price match, so despite the lower fare, they refused to refund me the €13 difference. If I cancelled the booking, I could get a full refund and book the Cork leg myself, saving the €13! It took 4 days before reservations cancelled the Rosslare leg, by which time, the Cork fare had increased by €40. After serveral emails and telephone calls, they eventually gave me the sailing at the original fare, but not the €13 refund. I asked for a free gesture such as some meal vouchers or a cabin upgrade to make up for the inconvenience and this was flatly refused.
So I wrote to Brittany's customer services for Ireland-France, and this is based in England! They have a 28 WORKING DAY response time, persumably due to a massive amount of complaints. Again, after a long wait, I received a partial response and a flat refusal of any gesture. While Brittany Ferries prices are good, I am very reluctant to trust them again as their land based customer service is terrible. Perhaps the ships and crew will be better.”
“So after paying the poisonously expensive fee,about twice the price of a dfds ferry (standard Brittany) I though ah I’ll save myself the 2hr drive on the uk side home….. we’ll let’s say it gets more painful!! Cabin…. £105 ya what!!!( didn’t realise it was a floating Hilton….then add the booking fee £20 and you can keep that one) Compulsory to book a seat for the over night crossing £5 … so she sails at 9ish French and lands at 7am uk time, thought to myself my lord that must be half speed over night !! Wrong im currently sat in my £5 chair for the night and we are a mile out from Cherbourg at a sand still!!!
Hour 2 at current…(great) didn’t mention that in the splurb did you
Don’t start me on the food and drink rip off … anyway so 8 and a half hours of crossing might as well of booked a Dieppe Newhaven.saved myself £75 crossed in 4 hours driven for 2 and and not had to pay the £5 seat fee the hideous cost of light refreshments
Plus not lost hrs of my life sat on the edge of the English Channel not moving”
“We made a return journey with our children and grandchildren in May 2023. We recommended the boat journey to our children but this was a completely different experience. The boat was badly laid out with no thought to children. The whole experience ruined the end to a pleasant holiday.
The facilities for children were non existent. The soft play area for children was appalling and there was barely anything there. Even one member of staff apologised for the poor facility. Nearly all the games in the video area were out of service. This is a long crossing and there are no facilities to keep young children entertained. The journey was painful and unpleasant trying to entertain 3 young babies and children. Priority was given to adults watching the FA cup final so there was no entertainment for children. The boat is big enough to allow adults who can entertain themselves space to watch TV and provide a safe space for children’s entertainment. Why was there nothing in place?
Regarding the disembarkation process this was appalling. It is not acceptable to have to wait nearly 2 hours with young children and babies late in the evening. We had screaming children in the car whilst they had to wait for a ridiculous random exit procedure from the boat ending in a huge queue for entry into our home port. We were a party of 3 cars and 1 car was lucky and took only 30 minutes despite being on the upper deck, one car waited an hour and one car had to wait over 2 hours.
Why was no planning made after Brexit to ensure that disembarkation was improved? Why was a better and fairer system not put in place? Brittany Ferries and the Port need to invest in improving this ridiculous antiquated exit system. Why could the passport control not be simplified and take place on board or simultaneously on departure from France which was a much better experience.
I am so disappointed as I recommended the service to our children but it was a disaster. I am still waiting for a response to my email of complaint nearly 28 days later.”
