Direct Ferries Reviews 11,015

Via familie

We are waiting for the speedboat at Bangrong pier. After much confusion we have been told that the boat has left without us. The company they booked for our speedboat was Tigerland Ferry. The lady working there was shouting at us from the moment we arrived and told us we're too late. We had arrived 35 mins prior to departure time which was supposed to be 10am. They told us we were too late. We paid around $6000baht for our tickets; way more than if we had just bought tickets direct. Another provider has kindly offered to take us to Raleigh but we now need to wait. Ruined our day. Shout out to Supaporn who sorted things out for us

Had a change of ferry port with no other communication, ie name of vessel and where we return too etc. When trying to contact them no number! Bot all but useless 😔 thought I was booking with actual company as comes up first in search engine. Been charged twice as much as the ferry company charges for the trip and even though trip changed no change of refund without charge? Dreadful company book direct, swerve past the search engine listing.

IT's very easy to book a ticket for this ferry

Price changed drastically at the moment of payment (almost 50%)

Simple. Good overview of options and of alternatives.

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.

Easy to change booking, quick response, fantastic customer service! Thank you!

TOP ! Site parfait et efficace

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

It was a good trip

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 Ferries

Dear xxxxxx,

Our back office has prepared DFP182451416 (xxxx) to enable a refund for the customer. DFP182451416
The 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.

Best price but fist time

searching and being able to book online with all options. making life much easiert.

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

Fine site easy peasy.