Getting in touch
I know we can’t offer the kind of customer experience you’re used to right now but things are improving. Many of our phone lines are closed; we just don’t have the resource to cope with demand and it isn’t the kind of job for which you can easily staff-up. That said, some of our teams are being reinforced to help ensure we can make meaningful contact with the 150K or so passengers affected by cancellations and the many more who need their specific questions answering.
We are still receiving thousands of emails and contact forms and response times vary. Most emails are answered within 72 hours but some are taking longer, details below. To support general enquiries we are constantly updating our FAQ page based on what our customers are asking. It would be a great help to my team, and fellow customers, if you could search for your answer here first. We need to push all customers to follow these processes to allow us the best opportunity to accelerate service levels.
Cancellations: we have emailed all customers affected by the latest cancellations
Enhanced Flexibility Requests: we’re processing requests received up to and including May 15th
Package Holiday Enquiries: we’re up to emails received on May 18th
Alternatives to Refund Credit Note: we’re processing requests received up to April 28th
Customer Service Emails: we’re answering emails in full from May 10th
Please rest assured we’re all doing what we can to speed this service up, but with a reduced workforce and a very complicated global outlook, we’re unable to do more at this time.
The more I can encourage customers to stick to the addresses and processes in place, the quicker these turnarounds will come down. I understand your frustration, but it is improving.
I’ll keep you posted here and on our contact us page.
CEO Brittany Ferries