Brittany Ferries, be aware when being directed

[Barry D]

This is not so much a complaint about Brittany Ferries as a complaint about their customer services who think it is fine to relinquish any responsibility for the actions of there staff.
While queuing in my motorhome to get onto the ferry at Santander port one of their staff indicated for me to change lanes, no idea why, as I was next up to the immigration booth behind another motorhome and there were many other vehicles waiting that could have driven straight in. This was not going to be an easy manoeuvre for a 7.5 meter motorhome in a tight space and up close behind another vehicle, but the man was very insistent and started to guide me back and around the vehicle in front, in doing this the rear of the vehicle clipped a gate post and damaged the rear bumper etc. I got out and the reaction of the man guiding me was to shrug his shoulders and say I’ll report the incident to customer services.
When I eventually managed to find an email address for customer service I contacted them with my complaint.
I eventually got a response after 35 days with their version of the indecent, supposedly from a report written by the man who shrugged his shoulders, which said that I moved lanes of my own accord and no one directed me in any way.
They also stated that I moved from the left hand lane to the right hand lane which, was incorrect as I moved from right to left, so I’m not sure if you can take any of their version seriously.
The question is 1) why would I move lanes when I was next up to the booth and 2) why would I make a difficult manoeuvre in a tight space without being guided the answer to both questions is, I wouldn’t.
I replied to their response with another email suggesting that they review the CCTV footage in that area which would show that my version of the incident was correct. Again after yet another 35 days and a excuse that I hadn’t received their reply because I had changed my email address, which was not true. In their response they said that they don’t own the CCTV footage, it is owned by the port authorities and as far as they were concerned the case was closed.
They also said that If I wanted to look at the footage I would have to contact the Santander port authorities, knowing full well that there is no way they are going to give this information to me five months after the incident.
The moral of this story is, don’t take an notice of the loading marshals because if they back you into a post they will deny they had anything to do with it and leave you with a big bill for repairs.
Also don’t expect to get any help from Brittany Ferries customer service because they are really not interested in giving customers any service at all.

 

[Spriddler]

Hi.
Welcome to Fun.

 

[PaulandAngie]

Morning.

Some 20 years ago whilst driving onto the fast sea cat that used to operate out of Newhaven, I was directed by the loading guy to "follow my signals sir! not your mirrors" which I did reluctantly . A short while later whilst turning the back corner on the caravan made contact with the ship resulting in significant corner trim/ panel damage . On viewing the damage with the loading guy he response was "that's never happened to me before"! I received a request to sort the issue out once we were underway. The boat set sail, and no one was around at first to talk to me, with a firmer instance made we eventually met with the captain on the car deck at which point all responsibility for the accident was withdrawn. A firmer response went up a couple of notches, on reflection and my insistence the captain apologised and offered the kids a tour of the bridge.
Customer service made contact on my return and agreed to sort the problem accepting all responsibility. These days we use a dash cam don't use the fast sea cats and I don't follow the directions given by the loading staff. If I feel that the vehicles position is vulnerable, the wife gets out to have a look. Comically I don't even totally trust the rear camera at times.

Lesson learnt the hard way.

 

[Bart]

But late now , but front and rear recording dash cams are a good investment. Hope your damage was not to expensive to repair.

 

[bertiebasset]

I trust the front and rear cameras more than the wife

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[Emmit]

I can recall being put against the bulkhead/side of a ferry when I was tugging.

I followed the directions of the numpty to the point where the caravan was about 3" from the side of the ship.

Of course, when it came to getting out I couldn't do as they wanted which a left turn. Had I done so, I would have
caused carnage to the rear offside of the van. I just stayed where I was, ignoring all their directions until such time
as I could creep forward minutely and incrementally creeping away from that wall.

I have every sympathy with the OP. The staff of the parking, inside or outside of the ferry may be experts but I get the feeling that some, (not all) take pleasure in putting us in an awkward position.

 

[ivorantony]

I have a four camera setup with recording, and would use them instead of following staff instructions,

 

[David and Sally]

Try the IOM ferry guys at TT time.

 

[simsy56]

Having been on countless ferrries with HGV's, RV's, cars and motorcycles, and If I am not happy with their directions, I stop, tell them that I am the driver, and if I don't think it's possible, I won't do it. I am responsible for my vehicle, not them.

Craig

 

[Figaro]

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[Sheddy]

On our return trip from Santander the loading Marshalls made an Autotrail towing a small trailer reverse into awkward spot, the driver really struggled and took numerous attempts before getting it right, meanwhile the Marshalls were sniggering and enjoying the entertainment.

 

[Miggs]

Back when I was a caravanner I was first in a lane for the Isle of Wight ferry and was beckoned to come forward and load. Both lanes either side were occupied with very closely parked vehicles and I would have needed to turn immediately sharp right, resulting in tail swinging straight into the vehicle next to me. I got out and told the marshall who shrugged and said, sorry mate, didn't realise!
They are not the sharpest tools in the box!

 

[Sapper520]

Try it on a motorcycle. Two wheels, wet oily metal decks / ramps with people trying to rush you.

The first time my wife rode her bike onto a ferry, I’d shown her film clips of what to expect. I told her ‘Take your time, don’t be rushed’, if she’s not happy, stop (don’t touch your front brake!), side stand down, off the bike and tell them you’re waiting for me to help.

However, determined lady that she is, took it VERY slowly and was able to do it herself. Never phased her again.

Being put it bowels of Pont Aven, herded in like cattle isn’t pleasant. Being last off having endured the heat down there, in you bike kit, is not for the faint hearted.

 

[DC4JC]

I had this on the ferry across to Morocco. In an 8.8 mt twin axle, I was parked up tight to the side of the ship, with another vehicle tight to my offside.
Loader beckoned me forward to unload, which would have meant a hard right to avoid the vehicle , but the rear would have been wiped out on the ship. I refused to move, despite his hand waving and shouting, idiot. I waited until the vehicle next to me had gone, then I could ease it out without hitting the ship!

 

[tacr2man]

I had a similar total lack of understanding of manoeuvring a large vehicle (12mtr RV with scooter carrier on rear) on the Dover Calais ferry I was signalled to pull forward on hard left to disembark , if I had the rear swing out would have demolished two vans I got the guy to move the vans first . They may be good at cramming vehicles in but have little to no experience of driving large vehicles . I doubt they get equivalent training to Aircraft Marshalling

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[hja]

Many years ago coming back into Harwich from Denmark, DFDS, with caravan. They had put us in at an angle, there was no way we could get out, I think they wanted us to reverse. Crew decided we would have to unhitch the van, which we did, and they would manoeuvre it. So they just lifted up the hitch, far too high, and started to push the van around. We were trying to tell them to be careful. There was a Motorhome behind who was also, justifyably, concerned that our van was going to hit him. Eventually our van was pulled out, and we were just left to get re hitched on the ramp.
We complained to DFDS but never got anywhere. Just never travelled with DFDS again. It came as big surprise to us, as before, and in fact since, we’d always been impressed with the ferry loading crews.

 

[iandsm]

I understand that this was a really annoying incident and the response was not satisfactory either. I have great sympathy for the OP, but surely whatever a loading person says the driver is the one moving the vehicle and it it hits something it's the driver who caused it to so so, Surely a driver should only obey the directions given when the driver deems it safe to do so.

 

[DBK]

Sympathies to the OP and I can understand how this happened but the rear view mirrors should have shown the gatepost and the rear of the vehicle swinging towards it. A dashcam might have helped but I've been told to turn mine off in ports as it was deemed a security risk.

 

[Barry D]

I understand that this was a really annoying incident and the response was not satisfactory either. I have great sympathy for the OP, but surely whatever a loading person says the driver is the one moving the vehicle and it it hits something it's the driver who caused it to so so, Surely a driver should only obey the directions given when the driver deems it safe to do so.

I agree with what you say, and whether you follow the marshall’s instructions or not is a debatable point and i have learnt my lesson on that one. My main point was that Brittany Ferries customer service is prepared to tell a complete lie and say I was not instructed to move or directed in any way.
What sort of two bit company does that

 

[iandsm]

I agree with what you say, and whether you follow the marshall’s instructions or not is a debatable point and i have learnt my lesson on that one. My main point was that Brittany Ferries customer service is prepared to tell a complete lie and say I was not instructed to move or directed in any way.
What sort of two bit company does that

Yes, hardy gives the customer confidence does it

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[davidbaldam]

Hi and welcome to FUN. Sorry for you troubles.

 

[Swifter]

Having been on countless ferrries with HGV's, RV's, cars and motorcycles, and If I am not happy with their directions, I stop, tell them that I am the driver, and if I don't think it's possible, I won't do it. I am responsible for my vehicle, not them.

Craig

I agree . It’s like the drivers that stupidly follow a sat nav up a single track mountain road until it becomes impossible to continue or turn back .

“ The Sat Nav told me to keep going “

 

[Barry D]

I agree . It’s like the drivers that stupidly follow a sat nav up a single track mountain road until it becomes impossible to continue or turn back .

“ The Sat Nav told me to keep going “

I think you missed my point, I agree whether you follow the Marshall’s instructions or not is debatable, my point is Brittany Ferries customer services is prepared to tell a complete lie and say nobody told me to change lanes or directed me in any way. I think we all know that nobody changes lanes in that situation unless they are told to. What does that tell you about the integrity of Brittany Ferries custom service

 

[Swifter]

I think you missed my point, I agree whether you follow the Marshall’s instructions or not is debatable, my point is Brittany Ferries customer services is prepared to tell a complete lie and say nobody told me to change lanes or directed me in any way. I think we all know that nobody changes lanes in that situation unless they are told to. What does that tell you about the integrity of Brittany Ferries custom service

It tells me that I would completely ignore any employees instructions if I wasn’t comfortable the manoeuvre could be successfully achieved.
Thanks for posting and welcome to the forum

 

[f6c]

Welcome aboard

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[Zigisla]

I agree with what you say, and whether you follow the marshall’s instructions or not is a debatable point and i have learnt my lesson on that one. My main point was that Brittany Ferries customer service is prepared to tell a complete lie and say I was not instructed to move or directed in any way.
What sort of two bit company does that

Was it customer services telling the lie or relaying the Marshall’s account? At least they looked into it for you.