Customer Mrs Melanie Sewell B.A. (Hons.)´s profile

Reviews (1)

I was fooled into spending more than I needed to and charged £25.00 when I asked for a refund!

I was planning a day trip to the mainland and decided to book ferry tickets online as I thought it'd be quicker than phoning. I thought Wightlink must have changed their booking website as I was required to put in far more information than I'm usually asked for, which obviously took longer than I expected. I know the crossing from the Isle of Wight is expensive but was shocked when the price of £77.87 was asked when it came time for me to pay for my tickets. Because I'd invested so much time completing the online booking I decided I'd better pay up and look big! When I spoke to family and friends they were horrified at the price I told them I'd been charged. Consequently, I rang Wightlink, who told me it wasn't them but 'AFerry' that I was to deal with as they were the company I had, inadvertently, booked my ferry ticket through. The guy from Wightlink kindly gave me a phone number for 'AFerry'. I rang and asked for a refund. A heavily accented asian lady said she'd have to put me on hold while she enquired of management whether this would be possible. After a few minutes of musac, she came back onto the line to inform me that yes, I could be refunded and £52.87 would be recredited to my bank card. I explained that i had paid £77.87 for my ticket, not £52.87. She told me that £25.00 would be charged to me as an administration fee. Needless to say, I was furious! I will learn to be more cautious and make absolutely sure that I know precisely who I am buying from in the future. I sincerely hope that others are more circumspect and don't get duped into buying overpriced ferry tickets as I was. Be warned!

14 March 2013

Reply from AFerry

Dear Mrs Sewell,

I'm very sorry that unlike our thousands of regular customers, your experience with AFerry did not meet your expectations.

It is highly unlikely that you spoke to a "heavily accented Asian woman".

Our call centre is based in the UK (in a village in Oxfordshire) and always has been. Our many customers are normally very pleased with the professional service we provide every day of the week.

Our logo and brand is prominent throughout our website, on our booking process and on the emails we send to our customers. We have never and never will pretend to be a ferry company. Our service is popular because we allow customers to compare routes and prices to find the best available deals.

Unfortunately, we cannot operate at a loss and in order to maintain a call centre in the UK and provide the high level of service that we do, like many other companies, there is an admin charge attached to some cancellations and amendments. In your case you were refunded following your mistake with an admin charge of £25.

Best regards,

The AFerry team

Customer Mrs Melanie Sewell B.A. (Hons.)´s profile

profile image of Customer Mrs Melanie Sewell B.A. (Hons.)
Customer Mrs Melanie Sewell B.A. (Hons.)
United Kingdom