Reviewers often praise the easy online booking and the friendly crew onboard. The main complaints focus on phone support, last-minute cancellations, and extra fees to make changes. Many describe clean, comfortable crossings, while a smaller number mention problems with cabins, food, and dog facilities.
Examples from available reviews (Apr 2024 – Mar 2026).
The booking process was very easy and I'm looking forward to the trip.
“The booking process was very easy.”
Unable to get quick phone support, two-hour wait for help.
“the wait time to speak to them is currently 2hrs and 5 minutes!!”
Terrible dirty cabin, unhelpful reception and delayed customer service response.
“Terrible dirty cabin unhelpful reception, not enough pillows”
Agent Jude helped reschedule my crossing and provided excellent service.
“Jude deserves top marks for customer service and I commend him warmly.”
Many reviews mention helpful customer-service staff who rebook trips, upgrade cabins, and speed up check-in. Several also describe major failures, including cancelled sailings, no help with accommodation costs, and isolated safety concerns on deck.
Multiple reviews complain about fare increases, higher deposit requirements, and added fees to amend bookings. A smaller number specifically say the trips offer good value when prices meet expectations.
Many customers describe booking as quick and straightforward, with clear ticket emails and clear indicators for pet availability on the site. Others report navigation issues, wrong search filters, difficulty booking groups or bikes, and cases where they had to call for help.
Many reviewers report clean ships, comfortable cabins, and enjoyable food onboard. Several detailed complaints mention dirty or unprepared cabins, cold meals that caused illness, and dog areas that were poor or cramped.
Phone support draws frequent criticism for long waits, robotic or dismissive responses, and staff asking for extra payment to make changes. A minority report short waits and clear, helpful phone support from named staff.
Reviews split sharply between smooth crossings with on-time departures and friendly crews, and low-rated trips affected by cancellations, hygiene problems, and weak support. The same contrast shows up in booking, onboard experience, and help after booking.
For each review, the core experience based on original source reviews.
Sources: Trustpilot (40) · Reviews (20) · Quotes shortened · As of: March 2026
Online booking was easy but the phone system was long and protracted.
“After about 15 minutes I was put through to a live person who was able to answer my question in seconds.”
Crossing cancelled at short notice; website was down and amendment confusing.
“Very dissapointed in the short notice cancellation, the queue on the help number and slow resonse of the website.”
Ferry was clean, on time, and couchette plus was comfortable and private.
“Ferry was clean and ran to schedule.”
The booking process was very easy and I'm looking forward to the trip.
“The booking process was very easy.”
Website search returned nighttime sailings despite selecting daytime, causing anger.
“Enter 'Daytime' on the website and it proposes nighttime sailings.”
Booking was good though entering earlier birth years was confusing.
“Good although getting date of birth years to earlier than shown on screen took a bit of thought”
Travelling with our dog and a dog-friendly cabin made a great start.
“Crossing to France and having a dog friendly cabin makes a fantastic start to the holiday Thank you”
Frustrated with the company's systems and will not use them again.
“I no longer have the patience to tell you how awful your company’s systems are.”
The service provided was brilliant.
“Brilliant service”
Booking was easy and I'm always happy to use Brittany Ferries.
“Booking was easy.”
Staff were excellent, food was good and cabins and areas were clean.
“Staff excellent, food good and everywhere clean Including our 4 bed cabin”
Booking steps felt complicated and the website and phone help were confusing.
“Every step seemed complicated and long winded.”
Easy to use booking site and the only service I use for Spain.
“Easy to use booking site, and only service i use travelling to Spain.”
The booking system was not easy and we struggled to find needed pages.
“The booking system was not easy to use, we struggled to find the pages we needed.”
Previously used the ferry and found it easy to book on the app.
“Using the ferry before easy to book on the app”
Booking was fairly easy and early pet availability information was helpful.
“Fairly easy to book, I liked the fact that pet availability s shown early on.”
Booking was very easy with a good choice of routes and timings.
“Very easy booking process and good choice of routes & timings between UK and France”
Online booking was quick and simple, though prices should appear earlier.
“Quick and simple online booking experience, however it would be good to see crossing prices earlier in the booking process so that making comparisons were easier.”
Booking a group trip with bicycles was difficult and required splitting group.
“It took us some time to find out how to book a trip for a group of 5 with bicycles.... (Only possible if you split the group...)”
Booking the ferry was very easy.
“Very easy to book.”
Onboard staff are pleasant but phone customer service was condescending.
“I got through to a very condescending person who spoke to me as if I was entirely stupid.”
Amending my booking was easy and the system guided me quickly.
“It was easy to ammend my booking the system took me through it quite quickly.”
Booking process was easy and offered great value for money.
“Great easy booking process, amazing value for money”
The travel was very relaxing and comfortable.
“Very relaxing and comfortable.”
It was easy to navigate the site.
“Easy to navigate”
As a frequent traveller, check-in was smooth and boarding quick.
“Check in is smooth. Boarding and leaving is quick.”
I had to phone to amend booking and found the process tedious.
“I had to phone to amend my booking.”
Customer service agent rebooked my journey helpfully and charged a fair fee.
“Jude re-booked my journey for a future date which will give me sufficient time to repair the car and the charge imposed by Brittany was very fair indeed.”
It was very easy to change my booking online.
“Very easy to change booking on line.”
The website was good and easy to use.
“Good website”
All went well on booking and I hope the trip is similar.
“All went well on booking.”
Booking was easy and tickets printed successfully.
“Easy to book and tickets printed.”
Short phone wait and a helpful agent delayed our booking by a week.
“Very helpful agent assisted me in delaying my booking by one week.”
Wrong pet cabin allocation led to missed restaurant call and poor buffet.
“A disappointing meal altogether.”
Online ferry booking was easy and acknowledgment arrived quickly by email.
“Easy to book a ferry on line. Acknowledgment quickly received by email.”
Shop offer limited, bar music targets young people, food nice but expensive.
“Food was very nice but expensive.”
Booking was easy with no problems.
“Easy to book, no problems.”
I dislike the inability to edit searches when using the site.
“Dislike lack of ability to edit when searching!!!!!!!!!!!!!!”
The site was very easy to use.
“So easy to use the site xxx”
Agent Jude helped reschedule my crossing and provided excellent service.
“Jude deserves top marks for customer service and I commend him warmly.”
This page combines submitted experiences with public reviews from platforms such as Google, Trustpilot, etc. Recurring points are summarised without changing the content of reviews.
Brittany Ferries runs ferry routes between the UK and France, Spain, and Ireland. It carries foot passengers, cars, and commercial vehicles on short cross-Channel trips and longer overnight sailings. Onboard, passengers can use private cabins, restaurants, bars, and pet facilities. Customers can book tickets and vehicle crossings online, and use the website for timetables, fares, and travel documents.