The last road sign "Uberssehafen" was without direction, so we drove straight out. This means that the road is a toll road and we had to pay for 2 passes through a tunnel. One suspicion: does the monopoly venture Scanlines have a negotiated agreement with another authority, so that the relevant marking is omitted, whereby drivers drive "wrong" and thus "pay" to the tunnel in question. It is striking where the "Boording shop" is located.
Review by Cowbelle3 months ago
We arrived in time for the 15.00 departure with a hotel booked in Berlin for tonight. No ferry came and after half an hour I went looking for someone to find out what was going on. I was told the ferry was “broken” and the 15.00 was cancelled. It’s now 17.20 and we’ve been waiting in our car for 2 1/2 hours. We weren’t offered any sort of compensation or voucher and there is no food available. The staff was blasé and indifferent and the prices are exorbitant. Never again!
Review by Reinet3 months ago
Arrived at Puttgarten today 22.31 and next ferry leaving 22.45. However, were not allowed to proceed onto the ferry since they closed the gates irrespective there was almost a quarter before the ship should leave.
What they do in Puttgarten is that on these departures where there
is an hour in between the sailing they simply close the gates much too early. This has happened to me twice so it is not just a coincidence. On top the 'tower' is lying when you contact them.
Review by Mearns6 months ago
I booked an economy ticket for Rostock-Gedser about 4 month before departure. In the meantime Scandlines changed their departure times, which would have delayed my arrival in Gedser with 30mins (booked time 21:00 -> changed to 21:30). The day of departure I arrived at the harbor early to get the ferry departing 2:15h earlier. Unfortunately Scandlines showed no margin and charged me 688Dkr/91€ extra for the “new ticket”. The other option would have been to wait 2.5h for the next departure. I think there is a lot of room for improvement with Scandlines’ pricing policies. They will probably disagree with me - as they are in a monopoly position, making the money :-). But this is creating a lot of frustrations for their customers.
Review by Utjak Vaiders8 months ago
Too expensive and lack of customer service on a high grade.
Been traveling with scandlines monthly for two years due to a incident we were not able to get on the boat, and we lost all the money took for it, we called customer service and nothing could be done, and we could not even reschedule nor have a offer. It is the worst customer service I have ever experienced.
Also make sure you are at least 30 mins before the boat if you are using the scanner. We lost 700 dkr on that...
their coffee if it is not star bucks is steaming hot and way to strong- I'm referring to their latte and other kinds of milk coffees not worth 30 dkr that even the cheap coffee machines makes better.
If scandlines read this please take this as a formal complaint as well cause we will most likely from now on take the long drive around which is cheaper and easier to do and with more customer service than you have.
Sincerely a customer from Netherlands.
Review by Snorkey9 months ago
God betjening men de billetter på tre timer er en for lidt.
Review by Janiss Kuehnemund1 year ago
My family of 2 kids and my wife are going to Germany for the week. It's holiday time so lots of traffic and harvest has just begun so lots of slow traffic.
We have used Scandlines a Lot the past 11years, living in Germany and family in Denmark.
When we came to ferry harbor Scandlines Gedser-Rostok,,
We was there 13:47... 2min late.
2 minutes! The gate was closed 15min before departure of the ferry.
The boarding has not begun yet, no one was driving onboard and we was the only car at the gate.
We tried to convince the Scandlines "service" people they should let us in, we have reservations and booked a table at the restaurant onboard. Having kids I'm in car and vacation has just begun...
But "NO", We stick to the Our process and we close 15min before departure, was the answer.
Nothing we can do.
I asked what would happen if you helped us in, and he said he could be fired.
Be fired for helping a family getting on the boat 2min late? I don't believe it, and if so this a case for the workers unoion.
How can a company that runs a monopoly line be allowed to have this kind of service ?
They are the only service for people crossing between Denmark and Germany.
They exploit their position because they can not be touched unless something politically happens.
They should be helpful to the last possible minute, and we have used this ferry line for 10 years, and it used to be different. They always helped you onboard if you was in last minute.
Once hey held the ferry back for 30sec so we could make it onboard.
That was 3years ago, and things has changed.
The management has to realize that they don't loose anything by being helpful and supportive.
But they have chosen the opposite way....
It's a shame!
And they should be ashamed of them self.
I can only call out to the Danish / German politicians to stop this madness and get a competitor on this route sooner better than later.
Review by DorsetSweetpea1 year ago
The baddst Company dont use it they Lie and Cheat and dont help u with anything, they dont write the things on the website so Tour gonna get kicked in the butt when u go there and have to wait serverel hours to get on the pisss u in the back, i have uden Them for many uears but now this is it they have lost it and dont Want costumors and dont have Any service at all!!!
Review by Tokyo1 year ago
Gode faciliteter, men mad og drikke er alt for dyrt.
Review by Himena Bernfeld1 year ago
Poorly all over
Review by Danie1 year ago
Super super super
Review by Ralffy1 year ago
Det godt. Morgen mad buffet er god 😍😍😍
Review by Hadeer Karsky1 year ago
God service, sejler for det meste til tiden
Review by Nusswald1 year ago
Review by Lilllie Kusman2 years ago
Det er umuligt i dag at online booking ikke kan bruges med Safari browseren!
Review by Pittie2 years ago
We had booked a very cheap boatticket van Denmark to Germany, but they broke in in our car in Malmö and steel a lot of things. So we were to late at the boat, 2h too late. We have to buy a new ticket!!! A very very expensive ticket! We had papers from the police to show them that we were to late because of the break-in. But no we had to buy a new ticket... And the boat was almost empty!!! Shame on you Scandlines!!!!
Review by Addison Scop2 years ago
very good service
Review by Vusumuzi Hasell2 years ago
Have used scandlines for years. Its getting from bad to worse. The billing system is run by Bro Bizz. They are extremly arrogant an unhelpfull.
I will try to avoid them as much as possible, means stay in Sweden or take an aircraft.
Review by Jeyapragash2 years ago
Review by Tiano Allina2 years ago
Fin booking og færge
Review by Youssouf2 years ago
I bought a low rate ticket. By accident I booked the wrong day. I tried to change the ticket 29 hours later to a more expensive ticket. But thw answer was "your ticket can only be changed within 24 hours". 5 hours too late👊 I know I should have read the disclaimer but non the less I am left with a bad customer experience. Further more I dont understand the business model, since I cant change or refund the ticket I will keep it even though I want use it, Scanlines could have let me change the ticket for a fee and easily sold the cheep ticket again an had two very satisfied customers. I must say Scandlines customer program "Smile" have yet to make me smile. I will prefer driving across Jutland over an experience with Scandlines customer service.
Review by Celestyn2 years ago
one month after using Scandlines (Rødby - Puttgarten) the true cost of their onboad roaming has become clear to us. Just the background apps running on an iphone have cost us an unacceptable 669 Dkr. This is just a legal way of cheating people and Scandlines should be ashamed of this behaviour. This will be the last time we use Scandlines.
Review by Elease2 years ago
We are hereby writing to you regarding your service in rødby-puttgarden on Friday, 12/08-2016, and an unfortunate return, Sunday 14/08-2016. Me and my girlfriend were shocked by the unpleasant experience we had when boarding and disembarking.
First and foremost, there was not a trace of bike lanes once passing the ticket control, and if they existed, we were not assisted to the respective lane. Which is very surprising, considering that you offer a service for cyclists like ourselves, using our bikes for its environmental friendly advantages. The guidance of your staff, directed us to the same lane as the gigantic trucks. Not to mention the unsafe feeling amongst these monstrous cars, we were not even considerably important to be taken care of directly. In addition to all that, once inside the ferry, yet again it seemed as if guiding us to the correct parking spot was not a priority. In fact, we were ignored. Completely. Until we, ourselves took the initiative to obtain the information that should have been provided to us immediately. Due to the illogical boarding and the disregard, we were now last in line, and forced to move through a claustrophobical passage to get to the desired place. To make a long story short, although we were standing in the front, we were asked to go out last. Another uncomfortable situation we would have faced, having in mind the air and sound pollution, if we did not beg and insist on our safety.
We are returning costumers, and we are usually fairly content with your service when traveling with other means of transportation. Nevertheless, we must confess that this sad experience has made us change our minds completely. If this is your company's true side, if this is what your really stand for: outrageous staff behaviour, unwelcoming environment for fragile guests and poor organisation of boarding and disembarking passengers with bikes - repeating: even though the service is evidently provided and even costs extra, then we are extremely unhappy to think that we rather invest in other ways of transportation, and further recommend others to take the same decision for their own sake of safety and health benefits.
Now after a response from Scandlines, they tell us we went the wrong way into the ferry - even though we were guided by the personnel all the way. No service was met in any point on this trip, neither in the communication.
Review by Shufen2 years ago
(!!!) I have no complaints towards the Scandlines employees, don't blame them for bad company policies and money-making practices. The support is friendly but they are forced to follow the policies, so there isn't much they can do.
Hello TrustPilot readers. I will be writing this review in English, so everyone can understand it.
The company's policy makes the customer experience bad. How? Scandlines doesn't offer refunds, unless you buy a more expensive ticket which includes "Refund Service". Why?? DAT offers refunds for any tickets, and they are free. Færgen offers refunds at any time, even 15 minutes from depature. Their refunds are also free. Instead, you can buy a "Refund Service", which is only valid 3 months after your purchase, otherwise your ticket is prepaid and not refundable.
- Arrived early? Too bad, changing your departure time can only be done via Customer Service, and has a fee.
- Arriving too late? Too bad, changing your departure time can only be done via Customer Service, and has a fee.
Other companies don't practice this. They usually offer free refunds of unused tickets. "Færgen" is even better - you are only charged when you go aboard, and you can cancel almost any time.
In order to get better, Scandlines should change the following:
1) Offer the possibility to change depature time or edit your ticket. Without the need to call Customer Service. You already have "MyBooking" system, why not give customers the ability to change the booking, without calling Scandlines and paying a fee?
2) Offer refunds on unused tickets without this stupid money-making policy called "No refunds or buy Refund Service that is valid 3 months".
Why am I submitting this review? I bought a ticket, and I was stupid enough to hope that this company has a fair policy. Nah.
Now I'm stuck with an expensive, and prepaid ticket (because they charge you as soon as you order it). The policies in the company are enforced in such a way, they you must pay fees for almost everything, except changing the number of people in the car. Obviously this is one on the way of making money off people.
Every time there is something people don't like, you are told to send a complaint to their customer service, but.... Judging by all the 1-star reviews, these complaints go directly into trash/spam folders. It's nice having a monopoly.
On the sidenote: This is a review of Scandlines as a company, and not of their Customer Service! The Customer Service are just normal working people, they seem friendly and helpful, but Scandlines' policies are very bad.
Review by Srushti Klyukhin3 years ago
For the route Gedser- Rostock, a normal ecocomy ticket is 929 dkk, however if you use the brobizz chip at the ferry you are automatically assigned a flex ticket which is 1099, what you will need the flex ticket for when you a parked in the harbour remains unknown.... Nice work for a monopolistic company