A big shout out to Anna who I think works at the Spanish admin office, who with the help of Pamplona police returned my wallet with all my holiday money in it. Thank you so much.
Took 6 various crossings with Brittany Ferries with my dog in the past 12 months. The staff have always been very efficient under challenging conditions.
Review by Erbay2 months ago
I have now booked Plymouth to Santander with Direct Ferries without an issue. As with my previous attempt a couple of years ago the Brittany Ferries online site would not proceed to the payment stage.
Review by Gdjw2 months ago
I honestly don’t even want to give this company 1 star! We travelled on an overnight crossing with this company for the first time end of July. We paid for a cabin so we could get some sleep before the drive the other side. What an absolute nightmare and complete waste of money! The cabin vibrated the whole crossing we were right by the ships engine. It was the most horrendous noise, we literally could not sleep for the 8 hours it took to cross. We were all shattered when we got to France. I emailed Brittany Ferry’s to explain to them and advise that there should be some info message when booking these cabins and their idea of customer service was to refund the cost of the cabin in the form of a travel voucher!! So basically the only way I can be compensated for the complete waste of money is to travel with them again!! I was put off after the rubbish crossing now they have delivered this customer service I never want to travel with them again! Thank fully we have not booked our crossing back as we left it open so I will now gladly go back to our default which is P&O 1.5 hours to cross and we will be doing the couple of hours extra driving in future
Review by Shome Tuvera2 months ago
Moved a sailing from Portsmouth to Plymouth, adding 170 miles journey each way.
Offered some customers £40 compensation, refused us. Their customer services is, at best, a disgrace. They don’t care about their customers at all.
Review by April Seay3 months ago
After our dog had passed away in June, phoned Brittany Ferries to cancel our dog kennel on the Pont Aven September sailing from Portsmouth to Spain (which I had booked months and months ago). At no time of this phone call was I made aware of the change of outbound port...then days before final balance email advising change of port to Plymouth. No compensation....from Brittany Ferries for this change .Why do they think we booked to travel from Portsmouth ..that would be because its convenient. To advise we should claim from our insurance company is just stupid. Brittany Ferries care to comment????
Review by Daymos Vanagas3 months ago
We have sailed for quite a few years now with Brittany Ferries to France and things have definitely been deteriorating over the last 2 years. Firstly how can they charge you an excess because you vehicle is a few centimeters over their standard size? You would like to think that it is because it will not fit in the car hold but have to be stored elsewhere. Apparently not our car was placed in the same hold as much smaller cars! My next gripe is the standard of food. This year we went for a full English breakfast on board prior to our long drive ahead. Despite arriving at the restaurant within 5 minutes of opening the breakfast and plate were virtually cold. We gave them the benefit of the doubt and ordered the same again on the return journey and not only was it cold but the bacon was so dry it was not fit to eat. This year on our return journey we had to chose a disabled cabin for the return journey (all non disabled cabins booked). Although the cabin was spacious there is not another single thing that was positive about that cabin. IS THIS HOW DISABLED PEOPLE ARE TREATED BY BRITTANY FERRIES! It was dirty with mold growing all over the bathroom and shower curtain as the extractor had been painted over and was not working - hence the whole cabin was like a sauna after we had both showered. The whole bathroom floor was 1-2 cm deep in water after the shower and is a serious fall hazard and the toilet smelt VERY strongly of stale urine. Although separate from other cabins it was very noisy overnight with clashing and banging coming from goodness knows where (good job I had some ear plugs). The whole cabin looked it had not had a touch of paint since it first came into service. Unfortunately, as normally happens, there were no feedback forms in that cabin - I wonder why. Will I sail with them again - well there is no competition so I probably will but I will not be having the English breakfast or booking a disabled cabin again!
Review by DigitalStevo Curapic3 months ago
Travelled Portsmouth to Santander on Baie de Seine 17/18th November 2018 with a large motorhome on the open deck. Force 7 in Biscay resulted in ship docking in Bilbao with salt water wave spray covering my motorhome in salt. The booking form informs the client this salt will be washed off by the crew with fresh water upon arrival.
No vehicles were seen to be washed off, including mine. Vehicle wash facilities for a large motorhome on my route through Spain were either unsuitable or out of commision. 4 days later I was able to wash the vehicle, but salt ingress damage had been done to aluminium brightwork and the high glaze paintwork finish.
Brittany Ferries initially denied the wash off clause existed, but I have copies of the statement upon the booking form. They claim I have no proof the vehicle was not washed, and no proof of the salt exposure, and refuse to pay compensation to have the motorhome re treated with the Nano-ceramic glaze finish. BF paid for an expert assessment which confirms the salt ingress damage repairs cost to the value of £2000-00. I have claimed self repair costs of £700-00. They have offered me £60-00 to wash the vehicle!!!!! My claim for £700-00 is now in County Court. The Baie de Seine partially open deck ferry is not suitable for winter Biscay crossings, AVOID!!!
Review by Sareesh Canotas3 months ago
They have no customer service!!!!!!
I like many other thousands of people have been totally let down by Brittany Ferries. I had become aware of the problems with the Port Aven over the weekend of 17 May so was able to follow the progress of the delays. I was booked to travel on 9 June and knew that I would probably have to make alternative arrangements if I wanted my trip to go ahead. It was impossible to contact anyone by phone, however, Brittany Ferries think that it is acceptable to notify me on 3 June by email that the Ferry would not be in service and to offer refund. Now they have responded to my complaint by telling me they were to understaffed to cope with the volume of customers but no compensation will be paid. However they have been compensating customers who rebooked alternative routes in addition to refunding the difference in costs. Other members of the party I was travelling with were able to reschedule and appear to have been rewarded for doing so.
I would never consider using any of their services again as they are hiding behind their terms and conditions.
I am still waiting to receive part of my refund, the have yet to refund my initial deposit £148.50 even though they have told me that it has been paid.
Shocking and appalling company to deal with
Review by Rebhecca3 months ago
We arrived at Santander at 4pm with 2 dogs on board we were then kept on the tarmac for nearly 2 hours with 2 dogs on board. Our Motorhome is 2.9m but the decided we were oversized so kept us until the very last vehicle to board.
The dogs were very hot and bothered as were we.
When I booked I was told they board animals as quickly as possible. ?????
I have submitted a complaint but I am so stressed out it’s untrue !!!
Review by Kacey3 months ago
My trip was cancelled 6 days before departing and got no money towards another ferry. We had to book another time to get a ferry which is not over night. We did not get any money for a cabin. Absolutely appalling service. I will not be giving my money to this company again if this is the service they give there customers!
Review by Brahana4 months ago
No information on board, told countless lies on board, having spent £25 on phone calls to re adjust my plans, in the morning, arrival time changed. But not the port and no information.
Customer service don't give a hoot... just give you the typical spiel.
Use P and O. At least you know what you are getting.
Review by Draque Sundgot4 months ago
Just came back from a cycle touring trip in France and used the overnight service to Brittany and the day service back - brilliant!!! So much more fun than plane travel, felt welcome from the very start, very bike friendly and enjoyed the whole experience! Thank you :)
Review by Martiros Palfini4 months ago
Not worth one star. The Customer Service Section at Plymouth are a total disgrace. Many of the numbers advertised are unavailable, or the service offered, such as "ring back" are not functional. I have dealt with a fair number of dysfunctional organisations, but Brittany Ferries come out top, or should that be bottom. Appalling. Beyond words.
Review by TerriPrecure4 months ago
We arrived at Santander last. Monday after a four hour journey from central Spain, to be told our ferry to Portsmouth was cancelled. When is the next one? Saturday! What are our options? Drive to Caen! What followed was nightmarish.... A two day practically non stop drive which cost us in excess of 80 euros in tolls, lots of diesel, an overnight stop booked at very short notice at the cost of 97 euros incl French taxes, only nasty fast food to keep us going. We did manage to catch the ferry late Tuesday afternoon but the drive was exhausting for two people in their 70s. When we had made the decision to drive to Caen, we were promised that we would be compensated for the costs of up to two nights hotel accommodation (no mention of the 80 euro per night cap on this, that was pointed out on our return), our fuel, meals and tolls. On our return, my husband contacted so called customer services to make a claim and was shocked to be told that all we would receive was the difference in ferry crossing cost plus £165 towards our travel costs. This does not even cover our costs let alone compensate us for all inconvenience and the extra driving! Anything more should be claimed from our travel insurers! This is totally unacceptable and we will be taking the matter further, first of all by escalating our complaint to BF senior management. However as the senior management have still not responded 4 days later, I have no faith that they will deal with our complaint decently and fairly so we may need to take the whole complaint much further.. The whole debacle came about by the poor maintenance of Pont Aven, which also broke down two weeks before we were due to board it...we know that because we had friends on board! Clearly the ship needs major engine work and BF have been very remiss in not having proper service back up plans in place. I would not advise anyone to travel BF as they seem to have no consideration for their passengers who have genuine complaints. This episode resulted in a dangerously long drive through France and frankly spoilt our holiday which was to celebrate our Golden wedding.
Review by Forida4 months ago
Like many others we had a re route through Plymouth. This necessitated an overnight stay and a longer journey home. The email announcing this arrived very close to departure and even though we could be flexible with departure days and ports there was no alternative. We were told compensation of £40 was payable to cover the extra fuel cost and that we should contact reception onboard. When on board we were told that it was being handled by customer services and compensation would be paid automatically. So we waited a week and then contacted customer services who sorted the payment.
So to be fair the problems faced by the Pont Aven were extraordinary and unforeseen, however, the customer service response was both inconsistent and poor.
Finally it did open our eyes as to the sheer lack of infrastructure in Plymouth to cope with such volume as disembarks from large boats like Pont Aven.
Why two stars......well the onboard experience is excellent
Review by Beljoza4 months ago
Cancelled our seven night holiday to northern Spain and only gave six days notice. Not a penny offered in compensation. Avoid this company!
Review by Jinaj Pichova4 months ago
Appalling treatment of customers. Have changed ferry port from Portsmouth to Plymouth but no offer of compensation. Just told I could cancel if I needed to, but any out of pocket expenses is not their problem. Besides extra fuel, there is hotel and dog boarding costs. Shameful the way they behave
Review by Fijalkowski Chinappen4 months ago
One star is too much for the service from Brittany Ferries directors and support staff. We travelled to our daughter's wedding in May booking Plymouth to Santander as we live in Devon and the wedding was in the Algarve. The longest journey we had planned was 5 hours. I heard about the fire 3 days before our due departure date so immediately called them (note they didn't contact me). Apparently their only obligation when cancelling the ferry is to offer a full refund and anything else offered is supposed to exceed their liability! I was not offered a full refund. Because of the importance of the trip I was forced to accept a ferry from Portsmouth to Northern France one day earlier than our initial date. Had to take a day of work, rebook dog sitters and panic to get everything ready to get to Portsmouth - 3 hours away. Landing in St Malo we then drove 9.5 hours on day 1 to get into northern Spain. The wedding was lovely and we received a text from BF advising us our return was leaving a couple of hours earlier but that was not a problem at least it was going. The day we left the villa for the return journey my daughter saw on Facebook that BF were once again cancelling Santander sailings. After a very fraught and expensive morning of calling I eventually got through to their reservations (again they did not contact me). No sailing once again available from Spain and no offer of a refund. We accepted the only ferry into Plymouth which was from Roscoff on the Thursday. So once again a very long drive to northern France from Algarve. Got to 5 hours from Roscoe for an overnight stay only to find the ferry we thought we had been booked on was going 8 hours earlier and so we would miss it. No SMS from BF! Eventually got through to French reservations only to find that we had not been booked on it, but had been booked one week later. A complaint to BF customer service by email that morning resulted in 2 x £30 meal vouchers for our next trip - a real insult. Eventually after a very stressful journey we arrived home 18 hours late so another extend to dog sitter. BF have ruined the memory of our daughter's wedding and for that we cannot forgive them. We arrived home shattered, stressed and upset. We are out of pocket as they don't pay expenses and no compensation has been offered. Even though they have liability insurance, and this was not force majeure so in effect their fault, we have to claim off our own insurance who don't pay compensation, and also pay our travel insurance excess. This is a disgraceful company who accepted a lot of Brexit money from the UK Government but are not willing to accept their responsibility and help UK citizens. As others say they have a monopoly so really don't care. Please can P&O come beck to running ferries to Spain - we would even drive to Portsmouth if they did.
Review by Kahle4 months ago
If i could do minus I would. Haven't used them for a few years and my partner had never experienced ferry travel. We had the most humiliating experience over? over a Leather-man Wave multi-tool. We were lied to about the reasons for our forced delay, to being the last car on, whilst we watched dozens of Motorhomes which would obviously be loaded with huge knives and had NO restrictions. Now "Banned" for 3 years because I dared to make a social media page about them! It doesn't take much to do some research on them and discover they are pathological liars in customer care, I being the victim of same from the so called Customer Care manager! (name removed because she doesn't want anyone knowing who to contact! but easily discoverable) There is absolutely NO consistency in their manner, they are extremely rude and clearly have NO idea about how to treat "customers" the people who pay their wages. See "Bullshitty Ferries" on Facebook and Twitter for more. They would rather spend their time trying to get legitimate reviews that show their lack of customer care, removed than concentrate on providing a decent and fair service.
Review by Sadash5 months ago
Brittany Ferries changed our departure port from Portsmouth to Plymouth for our August crossing. We live 45 minutes from Portsmouth hence our choice of departure port. They have refused any form of compensation as they claim there is a 30 day rule???? This apparently gives them carte blanche to abuse customers. They have the monopoly on this route so consequently operate a virtual cartel. They advise that we should claim from our insurers!!!
This is a planned change by BF!! They did this to us in April of this year too but on that occasion compensated by £40 to cover cost of fuel. By far the worst customer service we have ever experienced from any supplier of goods or services. Come back P&O you are sorely missed. As an aside there has also been a reduction in the choice of starters in the restaurant for evening meals and the quality and choice of breakfast has been reduced too.
Review by Rally Comm5 months ago
Great service and that they have pet friendly cabins but they are very limited and the website although you put that you have a pet it still lets you go through picking a date to travel,giving you a price but when you get to the next part the pet friendly cabins are sold out and you have to go through the whole process again.Surely the website could filter to only show ferries with pet friendly accomodation that is available.
Review by Interact5 months ago
I have used Brittany Ferries for over twenty years and in the past have always been very happy with their service. BUT on our crossing on the 29th June (Caen/Portsmouth) was the worst experience I have had on board. I couldn't get out of our vehicle. Loading staff unhelpful and had to partially unload vehicle to get out. I know we were not the only ones to experience this problem. The reply to the complaint was offhand with incorrect information about the vehicle in which we were travelling.
Customer service, if you can call it that, suggested we had used the wrong ship (Normandie) as the parking is better on the Mont St Michel as it larger. This might work if it was being used at a time and date we needed to travel. Having checked all summer sailings it is never used on the overnight sailings on a Saturday or the afternoon sailing from Caen.
Review by Rawnak5 months ago
They don’t give a sh&t, cancelled ferry 2 days prior to us leaving Spain, now we have to ride back up through France to get to Le Havre - lost 3 days and added 665 miles to our journey- no compo, nobody answering phone. They don’t care
Review by Peeved5 months ago
They should be ashamed of themselves.
Outbound Cork to Santander delayed six hours, we lost an onward hotel booking due to the late arrival in Spain and the distance to travel.
Return journey Santander to Cork cancelled because they used our boat to cover another route.
Email from BF "Sorry your boat cancelled. We want to give you a refund to make your own way home. By the way all the other operators are fully booked".
No offer of sailing Santander or Bilbao to Portsmouth.
They just abandoned us in Spain.
We are now driving 700 miles through France to use another operator and have lost further hotel bookings in Spain.
Tried calling Brittany ferries Cork but just got a recorded message before their machine hung up on us.
Review by Ettie5 months ago
Tried to book a ferry today, was presented with a price, entered details of all passengers etc, ending with credit card information, and was then dropped back at the start of the booking process prompted to provide details of which dates we wanted to travel on.
Repeated process, given higher price than before, then discount code we'd been given by our accommodation provider would not work.
Tried to phone suggested support number, and another one on the site - both permanently engaged.
Tried to book without discount code - no return ferries now available.
Tried to book a different route, which ended up at a yet higher price, still not accepting discount code, but have to book something to make sure we can actually travel!
Emailed company, but indication is that we'll be lucky if they respond within 5 days, so not holding my breath.