Brittany Ferries

[Razamataz]

Good Morning Mr Dornan,


Thank you for your email.


I'm sorry you're disappointed with the voucher.


These are unprecedented times and undoubtedly everyone is working hard to negotiate the many challenges the world faces in the coming weeks and months.


For our part, we employ 3,000 people, operate in a very seasonal market and trade in two of the industries most severely impacted by the global outbreak
leisure and travel.


The pandemic's impact on our business, people and customers is without parallel. We have to act now to secure our long-term future and the welfare of our teams, their families and the communities we serve. Clearly we also want to take you on holiday in the future, when the current crisis passes and normality returns.


We're confident we'll be able to do that, but need to adopt some considerable, exceptional changes to our business model in order to do so. Your refund voucher is one of those changes, acknowledged as necessary at this time by ABTA and other organisations. Emergency legislation permitting the same and encouraging customers to accept credit notes to try and lessen the considerable strain on all operators (and protect the vital services some of us provide), is being assessed.


We're working hard to navigate a viable, reasonable course through this economic storm that enables us to provide some form of refund, as much customer retention as possible and a safeguard to our customers, employees and communities of a brighter future when this cloud passes.


I'm sorry for the further disappointment this email will bring
This is the reply I received after I asked for My money back after they cancelled my 21 April sailing.
Just a wee bit p—sed off!!

 

[DBK]

Good Morning Mr Dornan,


Thank you for your email.


I'm sorry you're disappointed with the voucher.


These are unprecedented times and undoubtedly everyone is working hard to negotiate the many challenges the world faces in the coming weeks and months.


For our part, we employ 3,000 people, operate in a very seasonal market and trade in two of the industries most severely impacted by the global outbreak
leisure and travel.


The pandemic's impact on our business, people and customers is without parallel. We have to act now to secure our long-term future and the welfare of our teams, their families and the communities we serve. Clearly we also want to take you on holiday in the future, when the current crisis passes and normality returns.


We're confident we'll be able to do that, but need to adopt some considerable, exceptional changes to our business model in order to do so. Your refund voucher is one of those changes, acknowledged as necessary at this time by ABTA and other organisations. Emergency legislation permitting the same and encouraging customers to accept credit notes to try and lessen the considerable strain on all operators (and protect the vital services some of us provide), is being assessed.


We're working hard to navigate a viable, reasonable course through this economic storm that enables us to provide some form of refund, as much customer retention as possible and a safeguard to our customers, employees and communities of a brighter future when this cloud passes.


I'm sorry for the further disappointment this email will bring
This is the reply I received after I asked for My money back after they cancelled my 21 April sailing.
Just a wee bit p—sed off!!☹

I've taken the voucher and am looking forward to using it - though that probably won't happen until 2021.

 

[Jonno1103]

All of the ferry operators are issuing vouchers which are usually valid for two years. As well as BF I've also been issued another from Tallink for a trip planned at the beginning of May.

 

[Emmit]

Write straight back to them.
Don't go into reams. Tell them you request and require them to repay your money in compliance with current legislation.

 

[Captain Pants]

I thinks that’s fair enough, it’s not their fault. You’d already spent the money anyway, so all it’s cost you so far is disappointment. You’ll get to use it later on with the added benefit that Brittany Ferries will still be in business.

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[Emmit]

All of the ferry operators are issuing vouchers which are usually valid for two years. As well as BF I've also been issued another from Tallink for a trip planned at the beginning of May.

I understand the ferry operators situation however, when a customer asks for their money to be returned, it is somewhat disappointing to read the reply by BF. It is full of obfuscation and goes as far as possible to suggest that the voucher is the only acceptable means of going forward.
This, of course is smoke and mirrors. The OP has asked for his money. He should get his money. Those are the current rules.

 

[Razamataz]

Write straight back to them.
Don't go into reams. Tell them you request and require them to repay your money in compliance with current legislation.

This was the 2nd time of emailing them.
It was their total audacity to write again knowing I was going to be disappointed.
As stated in last paragraph.

 

[Emmit]

I thinks that’s fair enough, it’s not their fault. You’d already spent the money anyway, so all it’s cost you so far is disappointment. You’ll get to use it later on with the added benefit that Brittany Ferries will still be in business.

The following is totally hypothetical. It will not happen but I use it as an example.
Let me give you another set of circs and see if you think the same.
You've bought your motorhome, gone online and found Motorhomefun.
You join, and paid your £15.
The next day, you receive an email from our glorious leader. He explains that, because a problem at his end, he is unable to allow you to get onto the site and post. However, he is getting onto the problem and hopes to get your service back up and running "as soon as possible" Would you accept that? No of course you wouldn't.
The two are not as different as you would imagine. They are both services that have been paid for. The OP is disappointed but BF should not expect the OP to provide financial assistance.

 

[bobandjanie]

Giving out vouchers helps their cash flow, ? so spending money that's not theirs, ? providing they don't go bankrupt, ? and charge highly inflated prices to recover some of the money they have lost, when such a time you can use the voucher ?, also your present situation hasn't changed, a voucher is fine. ?
It would be much nicer, if the voucher was for a similar crossing at no extra cost, that's what we would do with people that booked our apartment for their holidays, but we chose to refund deposits, keeps it simple and keeps our customers happy, it's not as if people chose not to come, it's just one of those things. ? Bob.

 

[Emmit]

This was the 2nd time of emailing them.
It was their total audacity to write again knowing I was going to be disappointed.
As stated in last paragraph.

Write (as in paper and pen)

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[Captain Pants]

The following is totally hypothetical. It will not happen but I use it as an example.
Let me give you another set of circs and see if you think the same.
You've bought your motorhome, gone online and found Motorhomefun.
You join, and paid your £15.
The next day, you receive an email from our glorious leader. He explains that, because a problem at his end, he is unable to allow you to get onto the site and post. However, he is getting onto the problem and hopes to get your service back up and running "as soon as possible" Would you accept that? No of course you wouldn't.
The two are not as different as you would imagine. They are both services that have been paid for. The OP is disappointed but BF should not expect the OP to provide financial assistance.

But the circumstances are very different in your examples. We all have rights e.g. demand our money back, but we also have responsibilities and in my book supporting businesses and their employees in these extraordinarily times is one we could choose to adopt. Your call, but I’d happily take the voucher as will inevitably happen with my channel crossing booking in May and Italy - Greece ferry a few days later.

 

[Arzedby]

Write straight back to them.
Don't go into reams. Tell them you request and require them to repay your money in compliance with current legislation.

Is BF not a French Company. The French/EU have relaxed the refund rules for travel companies I believe, removing the need to refund within 14 days. Something that the UK travel industry is lobbying our government for.

Package holiday refund rules to be suspended

Exclusive: Millions of holidaymakers to be told ‘vouchers only – for now’

www.independent.co.uk

 

[Emmit]

But the circumstances are very different in your examples. We all have rights e.g. demand our money back, but we also have responsibilities and in my book supporting businesses and their employees in these extraordinarily times is one we could choose to adopt. Your call, but I’d happily take the voucher as will inevitably happen with my channel crossing booking in May and Italy - Greece ferry a few days later.

I don't see a difference.
In the example, both are offering a service for which the payment of money has been made. In the example neither can provide the service through no fault of their own provide the service.
In BF's case they have a liability in law to repay the money and dispite a repeated request for repayment, fail to do so.

 

[Emmit]

Is BF not a French Company. The French/EU have relaxed the refund rules for travel companies I believe, removing the need to refund within 14 days. Something that the UK travel industry is lobbying our government for.

Package holiday refund rules to be suspended

Exclusive: Millions of holidaymakers to be told ‘vouchers only – for now’

www.independent.co.uk

To quote The Independent,"To be suspended"
That's in the future. The present rule is clear and unambiguous. The OP asked for his money. He should get his money.
The old sign"Free beer tomorrow" springs to mind. Its not today. Its tomorrow. .

 

[Arzedby]

I think Martin Lewis said it at the start of this, we need to practice "forbearance" as far as we can. If companies go under they will not be there after it is over. The more that go under the more expensive travel will become.

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[John Barrett]

I think Martin Lewis said it at the start of this, we need to practice "forbearance" as far as we can. If companies go under they will not be there after it is over. The more that go under the more expensive travel will become.

In the case of BF that happened a few years ago when their competition disappeared...

 

[Arzedby]

In the case of BF that happened a few years ago when their competition disappeared...

For the most part true...so what would happen if BF went under? Actually I don't think that would happen as Macron would probably find a way to get round EU rules for support. Even if they did go, the company would go into liquidation and assets bought up fairly rapidly as the market will be there. Won't help those looking for refunds from BF though.

 

[sallylillian]

It is a difficult situation to decide what to do for the best, if everyone presses for cash then administration will undeniably occur and we all lose. If we all accept vouchers, especially with a 2 year life and that enables them to survive then we all win. If the worst happens and they still go into administration then recovery via your CC is still possible I believe, unless someone quotes provenance otherwise? Personally I like BF, they have always treated me fairly and I enjoy travelling on the Pont Aven with a Commodore cabin, its a nice start and end to a trip, and I see no hardship in lending them a few bob for a short time.

 

[The general]

For the most part true...so what would happen if BF went under? Actually I don't think that would happen as Macron would probably find a way to get round EU rules for support. Even if they did go, the company would go into liquidation and assets bought up fairly rapidly as the market will be there. Won't help those looking for refunds from BF though.

Sea France ?

 

[Razamataz]

Write (as in paper and pen)

Ahh!
The old ways?

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[DC4JC]

It is a difficult situation to decide what to do for the best, if everyone presses for cash then administration will undeniably occur and we all lose. If we all accept vouchers, especially with a 2 year life and that enables them to survive then we all win. If the worst happens and they still go into administration then recovery via your CC is still possible I believe, unless someone quotes provenance otherwise? Personally I like BF, they have always treated me fairly and I enjoy travelling on the Pont Aven with a Commodore cabin, its a nice start and end to a trip, and I see no hardship in lending them a few bob for a short time.

Not everyone is asking for a refund. You only have to look on this and other forums to see that a large number are happy to accept their voucher.
Me personally, I cant, for various reasons we will not be returning to Europe for the next two years. Therefore I require my money back.
What they and other travel/airline companies are doing is unlawful. They are using customers money like a bank, rather than refinancing or looking to their shareholders.
The EU reiterated on 18th March and clarified the position for Air, rail and maritime and they should be refunding.
Via credit card, they are in contravention of the consumer credit act section 75 and have not provided a service and therefore must refund.
I completely understand the rationale around the voucher process and protecting businesses and in different circumstances I would be happy to accept it. But as Ive said, we cant and therefore we should have our money back, no ifs or buts.

 

[sallylillian]

Not everyone is asking for a refund. You only have to look on this and other forums to see that a large number are happy to accept their voucher.
Me personally, I cant, for various reasons we will not be returning to Europe for the next two years. Therefore I require my money back.
What they and other travel/airline companies are doing is unlawful. They are using customers money like a bank, rather than refinancing or looking to their shareholders.
The EU reiterated on 18th March and clarified the position for Air, rail and maritime and they should be refunding.
Via credit card, they are in contravention of the consumer credit act section 75 and have not provided a service and therefore must refund.
I completely understand the rationale around the voucher process and protecting businesses and in different circumstances I would be happy to accept it. But as Ive said, we cant and therefore we should have our money back, no ifs or buts.

If you need the money then press on, good luck.

 

[Spriddler]

If too many insist upon a refund there won't be a BF service with whom others can redeem their vouchers.

 

[Dorset Diver]

Not everyone is asking for a refund. You only have to look on this and other forums to see that a large number are happy to accept their voucher.
Me personally, I cant, for various reasons we will not be returning to Europe for the next two years. Therefore I require my money back.
What they and other travel/airline companies are doing is unlawful. They are using customers money like a bank, rather than refinancing or looking to their shareholders.
The EU reiterated on 18th March and clarified the position for Air, rail and maritime and they should be refunding.
Via credit card, they are in contravention of the consumer credit act section 75 and have not provided a service and therefore must refund.
I completely understand the rationale around the voucher process and protecting businesses and in different circumstances I would be happy to accept it. But as Ive said, we cant and therefore we should have our money back, no ifs or buts.

I agree with you and if BF won't play ball then why not take it up with your credit card company?

If BF is so cash strapped instead of "borrowing" money from disappointed customers it should be borrowing from their bank.

 

[Bustup15]

On a similar note I have a tail of emails with STA travel re flights to USA for 4 male travellers (golf holiday)

My last email said bluntly - pay me my money or I will refer to CC company and dispute te charges and/or go to small claims court

They replied this morning

Hi,

Thanks for your email and I am sorry that you remain unhappy with the policy.

In order to escalate this matter further I would recommend contacting our STA Travel Cares team, they are a dedicated complaints department who will be happy to review your case.

You can contact them using the following link -

https://forms-customercare.statravel.com/?division=uk#/customer_care

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[Spriddler]

……. it should be borrowing from their bank.

Agreed, but it's possible (likely even) that the bank(s) won't lend any more to them.

 

[Dorset Diver]

Agreed, but it's possible (likely even) that the bank(s) won't lend any more to them.

If the banks are nervous then the customers should be equally afraid or even more so as their "loan voucher" will be near the bottom of the pile if the company goes into administration.

 

[clanjones]

Is this link any use?

ABTA Member Zone

www.abta.com

 

[Bustup15]

On a similar note I have a tail of emails with STA travel re flights to USA for 4 male travellers (golf holiday)

My last email said bluntly - pay me my money or I will refer to CC company and dispute te charges and/or go to small claims court

They replied this morning

Hi,

Thanks for your email and I am sorry that you remain unhappy with the policy.

In order to escalate this matter further I would recommend contacting our STA Travel Cares team, they are a dedicated complaints department who will be happy to review your case.

You can contact them using the following link -

https://forms-customercare.statravel.com/?division=uk#/customer_care

I clicked on the link to'escalate' the issue and filled in the standard form, name, email, reservation number, reason for complaint, etc.

Immediately received the following automated reply - bear in mind the trip is scheduled to leave in 10 days!

Thank you for emailing the STA Travel Cares department.

Due to increased demand we are operating outside our normal response times, and are currently exceeding 28 days to respond.

We are working to support all of our customers reaching out via email, and are responding in the date order which each email was received.

Please note, if you have emailed us more than once, we will respond to the first email from you we have received. Thank you for your patience.

If you have any receipts or photographic evidence to support your feedback, please reply to this email with the attached documents.

If you require emergency assistance please contact our incident support line on +44 (0) 151 559 3930 *Charged at local international rate. Non urgent calls will be transferred.

 

[DavidG58]

Isn’t this why we gave travel insurance? Claim off them, let them take it up with the provider if whichever service, remove the stress from you

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