Brittany Ferries Customer Service?

maison

maison

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We are due to travel on BF on Wednesday 6th April, three days hence.

Not yet having supplied Advance Passenger Information we looked at our booking details for a link to do so and couldn’t find one. We decided to ring for advice.

On the first four occasions we got an engaged tone. On the next six occasions we got the usual message “We are experiencing a high number of calls….etc “ and were told to hold. We did so only to be cut off on each occasion.

Deciding it may be better to e-Mail our query we did so and received an automated reply saying that they were experiencing an usually high number of e-mails and that they would attempt to answer our query within the next 10 days.

We are due to travel in three days. Brilliant customer service!

Well, there is always tomorrow and Tuesday left in which we may get an answer.

Has anyone else had such problems?
 
I managed to fill in the info needed to update my advanced passenger info directly on my Brittany ferries account but this was a couple of weeks ago.

I understand they are upgrading their system and it has caused quite a lot of problems and loss of functionality.


I advised another funster to use the direct message service on Twitter to get a response for a booking they wanted to change and this seemed to work for them.
 
Call into the office at the port of departure, very helpful and sorted in five minutes. Take your passport into the office when you go.
 
Jenben said:
I managed to fill in the info needed to update my advanced passenger info directly on my Brittany ferries account but this was a couple of weeks ago.

I understand they are upgrading their system and it has caused quite a lot of problems and loss of functionality.


I advised another funster to use the direct message service on Twitter to get a response for a booking they wanted to change and this seemed to work for them.
Click to expand...
Sorry. We don’t do twitter. But thanks anyway.
 
Badknee said:
Call into the office at the port of departure, very helpful and sorted in five minutes. Take your passport into the office when you go.
Click to expand...
That’s what we now intend to do.

Do you know if they will help with the Spanish health form too?

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On two occasions recently I have called on the 0330 number and been connected straight away.
 
John Barrett said:
On two occasions recently I have called on the 0330 number and been connected straight away.
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Lucky you!;)

We will try again tomorrow and Tuesday. After that it will have to be the Port office.
 
We have never supplied API when using Brittany Ferries (last sailed with them in October 2021) - is this new requirement?
 
maison said:
We are due to travel on BF on Wednesday 6th April, three days hence.

Not yet having supplied Advance Passenger Information we looked at our booking details for a link to do so and couldn’t find one. We decided to ring for advice.

On the first four occasions we got an engaged tone. On the next six occasions we got the usual message “We are experiencing a high number of calls….etc “ and were told to hold. We did so only to be cut off on each occasion.

Deciding it may be better to e-Mail our query we did so and received an automated reply saying that they were experiencing an usually high number of e-mails and that they would attempt to answer our query within the next 10 days.

We are due to travel in three days. Brilliant customer service!

Well, there is always tomorrow and Tuesday left in which we may get an answer.

Has anyone else had such problems?
Click to expand...
In 2020 when all campsites in Portugal were ordered to close and campers had to make quick decisions about what to do - many of our neighbours could not get either email of phone replies from BF.

Luckily, we were booked with DFDS - who were marvellous.

Others may have had a different experience?
 
Waiting times on telephones have become the norm regrettably.
Companies get away with it because that all do it.

When is the Office of Fair Trading or Trading Standards going to get involved?

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spikehcm681 said:
In 2020 when all campsites in Portugal were ordered to close and campers had to make quick decisions about what to do - many of our neighbours could not get either email of phone replies from BF.

Luckily, we were booked with DFDS - who were marvellous.

Others may have had a different experience?
Click to expand...
Good to know. We were kicked out of Spain at the start of the pandemic and simultaneously BF cancelled all of their sailings to /from Spain. No help was on offer from them, but DFDS came to the rescue and got us home after a long and stressful drive north through France.
 
Robert Clark said:
Google is your friend

www.brittany-ferries.co.uk

Brittany Ferries

www.brittany-ferries.co.uk www.brittany-ferries.co.uk
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I really am much obliged. Your link worked and our API is now uploaded.(y)

Although I am very grateful to you for the help I must say that, having travelled on the Tunnel for many years, I feel that BF’s on-line booking/documentation service is very confusing and frustrating. The Tunnel’s is simplicity itself compared to theirs.

When in Spain I will raise a glass in your honour.:beerchug:
 
maison said:
That’s what we now intend to do.

Do you know if they will help with the Spanish health form too?
Click to expand...
Absolutely maison . We were given a paper copy and an email as well, very helpful
 
Badknee said:
Absolutely maison . We were given a paper copy and an email as well, very helpful
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Once again, many thanks for the assistance. It’s truly appreciated.(y)

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Their customer service is shocking, but no worse than most other companies. I copy an email to all 3 addresses below and generally get a reply within about a week.

I have never heard of API but just added it for my sailing next Friday thanks to this discussion. What would have happened if I didn’t complete it please? Has this now replaced the ‘passenger locator form’?

Nice of BF to email me an explanation of API, and remind me to complete the details. Maybe I’m just too fussy.



customer.feedback@brittanyferries.com

customer.services@brittany-ferries.com

existing.bookings@brittanyferries.com
 
maison said:
Sorry. We don’t do twitter. But thanks anyway.
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It's a useful tool for getting a rapid customer service response, even if you don't want the social media aspect.

API (advance passenger information) predates Covid, and is familiar to those who fly.

Glad you're sorted now anyway.
 
russ the rambler said:
Their customer service is shocking, but no worse than most other companies. I copy an email to all 3 addresses below and generally get a reply within about a week.

I have never heard of API but just added it for my sailing next Friday thanks to this discussion. What would have happened if I didn’t complete it please? Has this now replaced the ‘passenger locator form’?

Nice of BF to email me an explanation of API, and remind me to complete the details. Maybe I’m just too fussy.



customer.feedback@brittanyferries.com

customer.services@brittany-ferries.com

existing.bookings@brittanyferries.com
Click to expand...
I have no previous experience with the ferries but, on the Tunnel, not pre-registering API would lead to delays at check-in while your documents were checked, possibly leading to missing loading.

The passenger locator form is a different form altogether.

On our return from France a month ago all passengers on our Tunnel crossing had problems as Eurotunnel’s computer software had lost everyone’s API requiring it be re-entered at the terminal. Fortunately, with the reduced number of passengers due to COVID restrictions, and it being an early morning crossing everyone got through. However, it was (dis)organised chaos for about an hour before departure as we were all processed.
 
I went out on Monday with with BF.. no api and they did it in the booth… supposedly..? They gave me a locator form and I just scribbled on it because I didn’t have my glasses on, they didn’t ask for it at the other end.. I didn’t do the Spanish one either, who would ask for it as there is no border control..?

Came back yesterday (Saturday) and sailed through both checkpoints…
 
I found that calling their overseas offices - in my case Santander - instead of the UK’s where they have joined the Customer srrvice’s race-to-the-bottom of most companies based here, resulted in immediate response.
They seemed to have access and authority to do whatever their UK counterparts are able to do.

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Today we attempted to complete the Spanish Health Form, required within 48 hours of arriving in Spain.

I am now sitting behind a large G&T and considering a few more.

It took us two hours to complete. The connection kept dropping out “Server not found”. We would get to the end of the form, press “save” and it would freeze not allowing us to press “finish”.

A ‘phone call to Brittany Ferries elicited the helpful comment “You must be doing something wrong. Try again from the beginning”.

That was after our fifth attempt.

Eventually I switched from iPad to PC and, on the second attempt, (the first may have been an error by me), I managed to complete the form.

After that I need a holiday.:giggle:(y):wine:
 
Not overly helpful…I know…I managed very easy to do mine and wife’s .. first time !🤣👍
so I am in agreement with BF…you must be not doing it right
nothing to do with bad service
inmho
 
Razamataz said:
Not overly helpful…I know…I managed very easy to do mine and wife’s .. first time !🤣👍
so I am in agreement with BF…you must be not doing it right
nothing to do with bad service
inmho
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You may be correct, but “server not found” is hardly my fault while following their own links.

It is clear, from other posts, that I am not the only one to experience problems.

Perhaps you are just better than the rest of us.;)
 
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maison said:
Today we attempted to complete the Spanish Health Form, required within 48 hours of arriving in Spain.

I am now sitting behind a large G&T and considering a few more.

It took us two hours to complete. The connection kept dropping out “Server not found”. We would get to the end of the form, press “save” and it would freeze not allowing us to press “finish”.

A ‘phone call to Brittany Ferries elicited the helpful comment “You must be doing something wrong. Try again from the beginning”.

That was after our fifth attempt.

Eventually I switched from iPad to PC and, on the second attempt, (the first may have been an error by me), I managed to complete the form.

After that I need a holiday.:giggle:(y):wine:
Click to expand...
Thanks Maison, just what I wanted to hear I have to do ours in a couple of weeks time so I better get the bottle ready !! :rofl: :wine::wine:

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We struggled to complete the health control form on-line, so we called into BF Plymouth the day prior to our sailing and the lady there couldn't have been more helpful. She said it is difficult sometimes, and outdated. Ten minutes later, she gave us a printed QR code each. Very helpful, and pleasant.

Craig
 
simsy56 said:
We struggled to complete the health control form on-line, so we called into BF Plymouth the day prior to our sailing and the lady there couldn't have been more helpful. She said it is difficult sometimes, and outdated. Ten minutes later, she gave us a printed QR code each. Very helpful, and pleasant.

Craig
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Good to hear. Thanks for sharing 👍
 
Had a similar problem with the advanced info and contacting BF. Eventually an email from them told me it’s a common issue and just arrive as usual and they’ll sort it out as you check in. Which they did. Also had problems with the Spainish end. Hours of trying to get a pass code to get the form started. Then I tried just after midnight to be within the 48 hours of arrival and it worked like clockwork. Good luck and happy travels
 
I've been to France and back twice in the last 6 weeks, didn't have to do a specific API .... unless that's when you give passenger details on the initial on line booking? Or is this a Spanish requirement?

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