Jaco Swart´s profile

Reviews (1)


No after hour contact

I was tasked with booking a ferry trip from Portsmouth to Fishbourne for two vehicles. I checked online, booking interface is easy enough to navigate. First ferry crossing booked, and paid for with no problems. Then proceeded to book second crossing. Search for same date and time showed availability and price. I selected the quote given, entered all details for the second group of passengers, and payment details. This process took no longer than 5 minutes. When selecting to finish payment stage, website came back with error message, which I learned later meant there was no more availability. This normally should not be an issue, however there is no way to get in contact with AFerry. Phoning one of the numbers given to me by Wightlink, the auto attendant tells me: “If you would like to make a booking, please hold for the next available operator”, shortly after followed by: “We are no closed, please phone back during our opening hours…”.
Second number I rang told me to manage my booking online, great. Logging on with the reference number given, it tells me on their website: “Sorry but this booking cannot be amended online at this time. To change your booking details please call +44 (0)844 5760006 during opening hours.” Guess what, they are not open on Saturdays.
I am amazed that by now you do not have the option to search on availability for two or more vehicles, should you choose to travel together and make and pay for one booking. I am sure that there will be a vast amount of other customers that must have come across this same issue.
Ironically enough, Wightlink cannot amend the booking as Aferry is their customer, and not me.
To make matters worse, I phoned a number (+44 (0)844 576 0060) for freight on Sunday (while writing this review) at 13:58, purely trying to speak to someone who might be able to help. The lady that picked up the phone told me to ring the same number I have tried before. Knowing already the answerphone will say they are closed, I rang from my mobile on speaker phone so she could hear for herself. Despite me telling her they are closed, she insisted that this number (08445760006) is manned until 18:00 Sundays. Not wanting to hold to hear for herself, she still proceeded to transfer me to the same number, also telling me they are closed. It is clear they have obvious failings as far as customer services is concerned, and this experience was as bad as I have ever experienced.
My suggestion for now would be not to deal with AFerry until they at least have someone or some way to deal with your queries outside of normal office hours.

Jaco Swart´s profile

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Jaco Swart
United Kingdom