Your questions answered

If you need help or advice, there is a useful FAQ page. If you need to contact us, we’ll reply as soon as we can but please be patient and allow up to 28 days for a reply (most emails are answered within 3 days). Demand on our temporarily reduced services is vast and some things about the immediate future remain unclear for all of us, so some questions will naturally take longer to deliver a considered, personal response to.

Sadly I won’t be able to answer personal emails in the immediate future. Instead, I’ll take a selection of your questions and answer them here. I’ll be candid and ask all of you for patience and understanding as we navigate these uncharted waters together. Thank you in advance.

Your Question: I’ve completed a contact form requesting an alternative to a refund credit note but I haven’t heard anything yet?

Answer: I’m sorry you haven’t yet heard back. We’ve never had to cancel sailings on this scale before with around 450K people affected. It’s currently taking around 10 days to process the refunds and I’m in regular touch with the customer facing teams to monitor their progress.

Please check the Getting in Touch tab on these pages to get the latest updates on service levels.

The contact forms are the only way to claim an alternative to a refund credit note and should only be submitted once. Multiple submissions and emails have slowed the processing of these refunds down considerably.

Your Question: If the value of my voucher/ refund credit note is more than the cost of a revised sailing, will I be able to use the unused part in future?
 
Answer: We’ve issued Refund Credit Notes (RCN) for sailings we’ve cancelled. If the value of RCN exceeds the value of your revised booking please get in touch with us here. From the ‘reason for contact’ drop down menu, you can choose ‘I have a question about my refund voucher’ and the form will be directed to our team who will be able to help. It may take some time, but they will get back to you.

Your Question: I’m having difficulty understanding what changes may be happening to my holiday booked through Brittany Ferries.

Answer: I’m sorry to hear this and understand from a number of customers that this is a key cause for concern. Although lockdowns appear to be easing, the influence of social distancing over key holiday elements (access to beaches, swimming pools, opening of bars and restaurants for example) remains unclear. Many holiday property owners too are awaiting governmental guidance over what can or cannot be done to facilitate holidays this summer. We have no control over this but are committed to letting you know, as soon as we reasonably can, of any key changes to properties that will impact you. For our part we’re working with the relevant national bodies and industry partners to understand what may be required or expected when holidaying with Brittany Ferries in the coming months. One thing I can guarantee is that our destinations remain fabulous and the welcome on board will still be warm, albeit from a distance! Watch this space for updates.

Christophe Mathieu

CEO Brittany Ferries