Brittany Ferries

R3dders

Looks like my option to cancel myself for a 75% refund has now passed.  Brittany Ferries have cancelled sailing so there is no option for me to cancel.  They have provided a contact number in 'Manage Booking' but when you ring it, you get an Ansaphone message to say they are busy and submit a request via the online email system.

Lazydayz71

We have just received an email from them today, again only offering a voucher, I have just replied insisting on a full cash refund.

AlexMac

I think we should cut BF some slack; they are obviously in deep trouble financially, along with most other air and sea holiday travel providers.  Unsurprisingly, like all the others, BF are making it easier for customers to get vouchers than refunds. Look  at the thousands of similar complaining posts about Easyjet, Ryanair, BA etc on this website and TripAdvisor. You'll also have seen press reports that BF and all the other ferry operators are even struggling to maintain essential Freight services and having to invoke the Government "Freight Procurement Framework" 

It's not as if BF's travel centre staff are sitting around on their 4rs3s.  I've used them for successful holidays for over 25 years and had terrifically good service from them on rare problem occasions.  The rescued our holiday at less than 24 hours notice and rearranged hotels and crossings when a boat unexpectedly broke down (you can't expect them to have spare ferries sitting around for an unexpected major event like a prop shaft failure).

OK maybe I'm being complacent, because I got in early to re-schedule our usual annual Spring 2020 holiday BF to Northern Spain.  We and two other couples with whom we planned to travel with emailed BF in mid March to ask for a deferral into September.  We contacted them early on, when it became obvious that we wouldn't be able to travel in early May. A BF call centre rep rang me back to agree this only 2 days later.  They rang me late in the evening as lines were jammed by day (before they closed their 'phones down) and they were working late to clear the mass of emails. 

Now that we know how serious the COVID crisis, I have no great confidence that we'll travel in September, but even so, I'd rather hang on with them, our favourite travel operator, in the hope that they'll still be around to give us great value holidays whan all this is over!  Buen viaje companeros

R3dders

It would help Brittany Ferries reopened their phone lines or allowed some form of chat or email conversation to discuss bookings.  A 28 day response is not suitable for cancelled sailings within 7 days.  I have read that the government have assisted BF financially.  I have also read that BF state that 90% of customers are happy with a voucher.  If these snippets I have read are true perhaps they should be giving refunds to those who request them.  I have been waiting about 7 days now for a response to my email query.  

Lazydayz71

AlexMac said:

I think we should cut BF some slack...

No, sorry I don't agree. I had a ferry booked costing around £400, when all this kicked I changed my booking and BF charged me £45 to do so, when the situation got worse I asked about cancelling my booking and having vouchers (rather than paying another £45 to change my booking again) BF replied and told me it wasn't their policy to offer vouchers. Now suddenly their policy has changed when it suits them and they are trying to force me to accept vouchers against my will and against the law.

Yes, this is a terrible situation and many people are struggling financially, but I don't think it should be me who helps prop up a large company.

When I made my booking and paid a large sum of money, the conditions were very clear, if it was cancelled I would be offered the choice or an alternative or a full refund. It's not acceptable that they now decide to try and change the rules.

paulfisher12

Brittany Ferries refusing refunds & not allowing you to use credit vouchers towards the cost of a cabin
Like many others, requested a refund for cancelled ferry crossing to Spain, after being offered a credit voucher. Do people realise you cannot use the credit note towards your cabin charges! Check the small print, can only be used towards the car & passenger charges. Even though you have paid them in good faith for all parts of the trip. Appalling underhand behaviour. I have just informed them I am starting county court action to claim back my money in full plus interest from the day I paid plus all costs.
Perhaps if everyone who does not want a part voucher does the same they will have no choice but to do the legally required thing & refund our hard earned cash. many of us have lost our income or are facing reduced salaries, some have lost their jobs

Lazydayz71

paulfisher12 said:

Do people realise you cannot use the credit note towards your cabin charges!

That's a real sneaky trick!

Thanks for pointing it out. I'm going to be sticking to my guns and demanding a full cash refund.

JAKSPETE

Another sneaky trick, most people won't have been aware of i.e Vouchers cannot be used against cabin costs.  Also, Club Voyage members are being doubly penalised.  I joined at a cost of £230 for the 1st year's membership.  I received a discount of £172.00 (cabins not discountable by the way).  However my voucher (for THE 1ST LEG OF MY RETURN BOOKING ONLY - another rip off), is based on the discounted price only.  Hang on - where has my discount disappeared to, having paid £230 for the privilege.  The only recompence being offered is a 2 months extention to the 12 month membership. No use to most people if they can't travel. Problem is, I hope to be able to travel with them in the future and the renewal fee is £105.00.  If I let the membership lapse and rejoin later, I will have to pay the more expensive "1st year of membership fee" again.
I don't know what to do about renewing because if the voucher cannot be set against cabin costs and the Club Voyage membership doesn't allow any discount against cabins either, I will still end up paying 100% for the cabin and the card will be useless anyway.
This is the sort of question customers should be able to put to them but as we all know contact is next to useless.  Seems the customers are in a lose-lose situation every which way. Especially when the rules are being changed to favour BF daily.  DOES ANYONE KNOW WHETHER THESE VOUCHERS ARE INDEED REFUND CREDIT NOTES, WHICH CAN BE EXCHANGED FOR CASH LATER?  On their website they say they are issuing RCN's but my e-mail quotes a voucher?  Is this another sneaky ploy?

Lazydayz71

I paid for our tickets using my Nationwide credit card. I contacted my credit card company and explained BF only offering vouchers not a cash refund. Nationwide have replied today and said BF must offer the alternative of a refund and they will investigate it for me.

R3dders

Brittany Ferries are changing their website every couple of days.  Yesterday I discovered that they are now offering Refund Credit Notes rather than vouchers.  Quote "Don’t forget, if your sailing or holiday in the coming weeks is cancelled, we’ll let you know. We’ll email you with an apology, explanation and Refund Credit Note (RCN) as soon as we possibly can. You can find out more about cancelled services by reading our sailing dates page.".  They have confirmed this by Twitter Direct Message but not yet confirmed their terms & conditions of use.  They have previously confirmed that the voucher will cover all aspects of travel, car, passengers and accommodation.  I will provide further once they respond to my latest query regarding T&C's of RCN.  Not sure how this will affect Insurance or Credit Card claims.