Review Time
The whole website and booking is confusing regarding required documents to travel from eu to uk.I got a link referring to ‘le shuttle’ where I had to provide personal data. Got no confirmation and also tried to retrieve my booking in the app from le shuttle after making an account. Impossible. Conclusion: it’s a mess
AVOID - nothing 'direct' about this - they are more expensive and don't have up to date information and will tell you something is full when it isn't! You're much better going to the ferry company itself. Terrible customer service with operators who are either incompetent or just don't know the details/policies of their own company.
At the age of 74 my memory is no longer what it was. Had I recalled my experience from 1 year ago, then I could have avoided this experience.Whether it is a reflection on the Direct Ferries company culture worldwide, or simply the bullying response from the Dutch customer support, I simply do not know. You will have to judge for yourself.I booked our trip to Scotland 8 months ahead, under the impression (my mistake) that I was booking with the ferry company. Upon realising my mistake, I cancelled my booking.Admittedly booking the trip was simple and fast. Cancelling was even faster. A click of the button requesting cancellation followed directly by an email confirming that my booking was cancelled and my refund had been paid. So I proceeded to book with the ferry company.It turned out that the refund had not been paid, and that I had now paid twice for the same trip. So it was time to contact the Dutch customer support at Direct Ferries. Fortunately all the correspondence is in email black and white.They informed me that I had a non refundable type of ticket, that this was a ticket that could not be cancelled, that it could only be changed and recommended that I change the ticket. But the ticket was no longer available to me in my account. The response from customer support was that I had cancelled my ticket online, and unfortunately there was nothing they could do. Why did I cancel online? Because their FAQ section recommends it as the easiest and quickest way to cancel.Quick recap. I am first informed that the refund has been paid, and then told there is no refund. I am informed that my type of ticket cannot be cancelled, but their system was happy to cancel. I follow their recommended way of cancelling, and then told this was the wrong way and there is nothing they can do about it.So I contacted the ferry company. They were fully cooperative from the start. Understanding that a double booking was in nobody's best interest, they offered to cancel my 2nd booking so that I could continue with the 1st booking. I explained that I no longer had access to my 1st booking with Direct Ferries, and the ferry company came up with an alternative solution. They issued a credit payment to Direct Ferries, so that Direct Ferries could refund my ticket.Was the issue resolved? The answer is no! Instead, the Dutch Customer Support ignored the request from the ferry company, and went one step further, informing me that my complaint ticket had been closed as solved, and that further communication from my email address would not be read.At this moment in time I have opened a new complaint ticket, this time as a complaint about the customer service. To be specific, they are refusing the following request from the ferry company:Attention of Direct FerriesDear xxxxxx, Our back office has prepared DFP182451416 (xxxx) to enable a refund for the customer. DFP182451416The reason is that the customer accidentally made a double booking and paid twice. DFP182451416 has a credit invoice.If you have questions regarding this issue please contact our xxxx sales support team.I cannot believe that Direct Ferries has grown successfully worldwide with this kind of customer treatment. I am still inclined to believe that I have been exposed to a rogue bullying action from within the Dutch customer support.Update 5 March:Pleased to read the immediate response from Direct Ferries with apologies and complete refund.
When you buy a ticket Fuerteventura to Gran Canaria with Fred Olse Through Direct ferries, they sell you a student ticket! That’s why it seems 10€ cheaper. But then we wanted to get on board and were refused and had to go back to the counter to pay a supplement of 15€. It made us almost miss the boat and was eventually 5,- more expensive. The person at the counter said that this happens all the time with DF. So better book direct with Fred Olsen and don’t use Direct Ferries for this route.Update 1 March:Based on your reaction I tried again to book a ticket. I cannot make a choice, I choose the ‘mini’ (so not the flexible, more expensive option) and I can only enter the data of 2 passengers (18-25). There is no other option. I entered the right data. So please check your system
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Direct Ferries is 's werelds grootste onafhankelijke verkoper van veerboottickets. Met een keuze uit meer dan 4412 veerbootovertochten en meer dan 901 havens wereldwijd, gebruiken we realtime prijzen en beschikbaarheid zodat je altijd en overal veerboten kunt vergelijken en boeken via onze website of app.
Bij Direct Ferries bieden wij je de beste waar voor je geld. Wij bieden tickets van de grootste veermaatschappijen voor de populairste bestemmingen wereldwijd tegen concurrerende prijzen. Verken onze website en ontdek havens, routes en een schat aan nuttige informatie om je te helpen bij het plannen van je reis. Onze eenvoudige zoekfunctie voor het boeken van overtochten zorgt ervoor dat je de perfecte overtocht vindt, voor de beste prijs.
Voor reizigers die op zoek zijn naar de populairste bestemmingen en oversteekroutes, heeft Direct Ferries de oplossing. Van iconische routes zoals Dover naar Calais, die Groot-Brittannië met Frankrijk verbinden, tot pittoreske reizen over de Griekse eilanden, ons platform biedt een breed scala aan opties. Verken de schilderachtige Noorse fjorden of vaar naar de betoverende Balearen voor de kust van Spanje. Of het nu gaat om de zonovergoten stranden van de Middellandse Zee of de ruige charme van de Schotse Hooglanden, Direct Ferries biedt naadloze boekingservaringen voor je droombestemmingen. Met onze gebruiksvriendelijke website en app is het plannen van je volgende avontuur net zo eenvoudig als een paar klikken.
We controleren dagelijks tot 1 miljoen prijzen en helpen jaarlijks meer dan een miljoen overtochten voor onze klanten te regelen. Dat is de reden waarom meer dan 7 miljoen klanten ons vertrouwen.
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