Steady Improvement and Looking Ahead, a message from our CEO

Dear All,

I hope you’re all staying safe and well and are planning ways to enjoy the summer, both at home and abroad.

The first week since we returned to passenger sailings has certainly been a busy one for all at Brittany Ferries. I’m delighted to say that we’ve enjoyed positive feedback from our crew and passengers about the new life on board. It is different of course, but teams are working tirelessly to make every passenger feel special and to continue to find innovative ways to make your sailing memorable.

Our shore based teams demonstrate the same commitment to customers. I understand how frustrating it has been for all those struggling to get through to us, but it really has been a perfect storm for staff trying to stay on top of an avalanche of customer requests. I have to thank them for their work - often under considerable pressure - to get through the unprecedented backlogs that the global pandemic has forced upon us.

This continues to be a pressing challenge for our business. So I’m pleased to confirm we now have more people working on these important customer interactions than we’ve ever had in our near-50 year history. We’ve also innovated, adapting legacy systems to try and give each affected customer the best possible experience.

Despite all this, I know it hasn’t been possible to offer our usual standards of service. Once again, please accept my apologies for this.

The good news is, it’s getting better. Service levels are improving daily. But I need to reiterate the importance of following the contact methods laid out on our “contact us” page. Some emails are still being sent to multiple addresses and this is considerably slowing down response times for everyone. The contact forms work well, you’ll receive an instant acknowledgement (on the screen) once you’ve submitted your message and response times are improving.

Phone lines are opening up steadily across the business too (when and where we can do it well). I know from many of the comments I’ve seen online that it is taking a while to get through on the phone. But when you do, I know you are finding it helpful to speak to a member of our team. And they’ve loved it too. The commitment to service excellence remains absolute and our focus on improving all response times will not falter. We’re doing what we reasonably can, but of course we want to achieve more. And we will.

Many of you have been asking about sailings for next year - which is great! We’ve been planning on a mid-July launch all year, but we have to finalise our fleet plan for 2021 (inevitably there have been some delays following lockdowns). We won’t share next year’s schedules until we’re confident in them, but please sign up to our mailing list if you want to be among the first to learn when we go live.

It’s been a relief to see more clarity about safe travel destinations in each of the countries to which we operate. And, in particular, the end of quarantine restrictions for those travelling to the UK from France and Spain, beginning 10 July. It remains frustrating to see information changing and I understand from many of you that it is clarity you seek; rest assured I feel the same.

The world is undoubtedly going through an unparalleled time of uncertainty and disruption; for our part, we’ll continue to do our best to bring you the best advice and travel inspiration for the weeks and months to come.

With warmest wishes for a happier second half to 2020

Christophe Mathieu

CEO Brittany Ferries

Last updated: 6 July 2020