With so many operators to choose from to cross the channel I thought I would let you all know of our recent experience with Seafrance.
On 20th August we used their service from Calais to Dover, booked for the 15.30hrs (local time) sailing from Calais. On arrival at Calais @ 14.25 hrs we were greeted with a large queue of cars and coaches trying to enter the port. After queuing for some 40 minutes we arrived at their check-in.
Where upon their staff informed us that we had missed check-in time and that we would have to pay a surcharge to use their 17.00 hrs sailing. We protested that we had arrived in time but this fell on deaf ears.
After paying, I asked for a receipt so I can take this matter up with Seafrance. The girl replied "no receipt" and gave us the piece of card to hang from our mirror.
What I find is poor is that we booked via the CC site and was told both on-line and in our booking correspondence a "One hour" Check-in time which we complied with - (the sheer volume of traffic and not having all their booths open created this situation) so the result is we where then charged extra for complying with their directions.
To round off this episode the 17.00 hrs sailing arrived on time in Calais but took over 1´ hour to unload due to not being able to get the link span down to the bottom deck and so we arrived in Dover well over 1 hour late.
I wrote to them for a suitable an apology and my surcharge to be refunded at the very least.
The result was "we are not responsible for queues" - which is fair but no one does it for fun do they! And secondly read your T & C's "we're not responsible for being late either" so NO you can't have your surcharge refunded.
Well one lost customer and a warning to your all don't expect customer service because if we're anything to go by you won't get any!
Monkey's Husband
On 20th August we used their service from Calais to Dover, booked for the 15.30hrs (local time) sailing from Calais. On arrival at Calais @ 14.25 hrs we were greeted with a large queue of cars and coaches trying to enter the port. After queuing for some 40 minutes we arrived at their check-in.
Where upon their staff informed us that we had missed check-in time and that we would have to pay a surcharge to use their 17.00 hrs sailing. We protested that we had arrived in time but this fell on deaf ears.
After paying, I asked for a receipt so I can take this matter up with Seafrance. The girl replied "no receipt" and gave us the piece of card to hang from our mirror.
What I find is poor is that we booked via the CC site and was told both on-line and in our booking correspondence a "One hour" Check-in time which we complied with - (the sheer volume of traffic and not having all their booths open created this situation) so the result is we where then charged extra for complying with their directions.
To round off this episode the 17.00 hrs sailing arrived on time in Calais but took over 1´ hour to unload due to not being able to get the link span down to the bottom deck and so we arrived in Dover well over 1 hour late.
I wrote to them for a suitable an apology and my surcharge to be refunded at the very least.
The result was "we are not responsible for queues" - which is fair but no one does it for fun do they! And secondly read your T & C's "we're not responsible for being late either" so NO you can't have your surcharge refunded.
Well one lost customer and a warning to your all don't expect customer service because if we're anything to go by you won't get any!
Monkey's Husband
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