Brittany Ferries

Lazydayz71

Thrugelmir said:

Going to be French taxpayers not you that props them up. Otherwise the downside is that the business will contract with a far smaller fleet in the future. 

"Far smaller fleet in the future"... sounds like a good idea, get some more companies in the game too, get some competition going.

More competition = Better prices and better service.

Lazydayz71

I've been watching the "Brittany Ferries Refund Group" on Facebook.

It appears Brittany Ferries are slowly starting to refund people for their cancelled ferry tickets (as they're legally obliged to) however it appears to get a refund you have to jump through many of their hoops, sending many emails, etc.

Lazydayz71

Just an update...

I emailed the CEO of Brittany Ferries last night at 10.30pm, copied to his assistant and customer services.

9.30am this morniing I received an email confirming my Full Cash Refund is being processed, just waiting for it to appear back on my credit card.

Kram41

I am in a similar situation to a lot of you regarding being offered a voucher for travel they cancelled, and basically refusing to offer the refund in monies that you are entitled to.
I have been in touch with Brittany Ferries, and I have to say that I have been dealt with in what I would call a dismissive manner. I also consider that I have been lied to in their communication with me.. As explained below.  

I am obviously aware that these are difficult times, but they are difficult for us all. I might have been a little more understanding had this situation been dealt with in an honest and upfront way. The bottom line is Regulations and Legislation is in place to protect customers and companies. If they get away with this, what's the point???

I have been in touch with the Ferry wing of ABTA. This is the information I have gleaned for those who do not have this info.  Brittany Ferries, and any other such company are bound by Article 18 of EU Regulations, which basically says that if your travel is cancelled by the company, not you, that's a different set of circumstances, covered under the Ferry Companies conditions etc, but if they cancel, then you are entitled to 2 choices. A re routing of your trip, or a refund in monies, NOT a voucher. You are not obliged to accept a voucher, and if you want your monies back then it should be given back. This is what the Regulations state and what the ferry company is obliged to do.

If you Google "Passenger rights EU 1177/2010". It is there to be seen in black and white. Paragraph titled REIMBURSEMENT IN THE EVENT OF DELAYED OR CANCELLED DEPARTURES, then Re-routing and reimbursement.
In the standard email sent out by their Customer Services Manager it states that, to quote:
"We’re working with ABTA / ITAA and other key industry bodies as emergency legislation permitting the same is promoted".
He is saying that they together with ABTA and other parties are looking to try and put emergency legislation in place in order to make the offering of vouchers allowable.
In my contact with ABTA, I have been informed that no such collaboration between Brittany Ferries and ABTA has taken place. The Ferry company, it is understood, together with other ferry operators, through their industry body, Interferry, are seeking to ask the EU Commission to make these amendments to the legislation. ABTA is NOT party to this. Also, the EU Commission, has to date said that refunds SHOULD be made.

The National Enforcement Bodies that enforce maritime Legislation, under which the EU 1177/2010 article is situated, have been notified about the policy Brittany Ferries are operating under, ie, the giving of vouchers and not refunding monies, and they are looking into it. However they do not have the power to ensure the Ferry Company refund the monies, but only to prosecute.
If you wish to take your own complaint up with the NEB, then this is where to send it.

MCA Passenger Rights, Bay 3/23 Spring Place, 105 Commercial Road, Southampton, SO15 1EG. E-mail: neb@mcga.gov.uk

I hope this is of some assistance. . .

Date of experience: April 2020

macman

If they prevaricate on a refund, do a chargeback or an S75 with your card provider.

bashful

On a more general note, is anyone getting a response from BF to a Contact Form and, if so, how long did it take? I filled one in on 30th April asking if we could re-book rather than have a credit but haven't heard back.
Brian
PS I think I know the answer to my question to them  but am trying to be reasonable bearing in mind their difficulties. 

GMNN

I contacted them about 3 weeks ago and got a reply a couple of weeks later with their standard response saying they are only issuing vouchers etc... I replied to insist on a refund and got the following response from CS:
"Thank you for your email

We understand you'd rather not accept the refund credit note. This was offered as a practical solution, immediately available, for the unprecedented numbers of passengers that have been affected by the COVID19 crisis and related governmental actions.

In order to escalate this matter further, please may I ask that you complete the contact form on our website, selecting 'my sailing is cancelled, I'd like an alternative to a credit note' option. We will endeavour to process your request as quickly as possible however, due to the exceptionally high volume of correspondence we are receiving, our current response time may be up to 45 days.

Thank you for your patience and understanding."
So I have done what they suggest - lets see if / when I get a refund..