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
The booking process was easy.
“Easy booking”
Customer Service refused a name change and responded robotically and dismissively.
“Their responses have been robotic, dismissive, and legally incoherent.”
Fare increased by £100 and the deposit requirement doubled to 50%.
“The deposit to be paid has been doubled since last year - you now have to pay 50% as opposed to 25%.”
Could not book a return cabin and cabin pricing differed on arrival.
“Could not book cabin for return trip”
Company transports live animals between Ireland and France, reviewer calls this cruel.
“This company transport live animals between Ireland and France.”
Terrible dirty cabin, unhelpful reception and delayed customer service response.
“Terrible dirty cabin unhelpful reception, not enough pillows”
Travelling with dogs was dreadful; dog area small, smelly and lacking facilities.
“Dog area small and disgusting!”
Breakfast was cold and caused illness; reviewer questions food safety checks.
“Breakfast was COLD And I mean Cold”
Crossing cancelled but rebooked to an earlier crossing at different port with refund.
“Crossing cancelled but given an earlier one at a different port 70 miles away and given a £70 refund...Thanks BF”
Car parked across a doorway created safety concerns; crew moved it only slightly.
“they have no regard for passenger safety”
Cabin unprepared, poor cleanliness and rude reception staff.
“AN EXTREMELY RUDE MEMBER OF STAFF AT RECEPTION!”
Unable to change flex booking; phone agents demanded £200 more.
“Customer service on phone would only do it for £200 more”
Charged €200 more for early booking; feels like a rip-off.
“charged €200 more than if we'd booked in March.”
Unable to get quick phone support, two-hour wait for help.
“the wait time to speak to them is currently 2hrs and 5 minutes!!”
Flexi ticket didn't cover return changes and refunds withheld.
“promise of a Flexible ticket that is not truly flexible.”
Smooth sailing: clean cabins, helpful staff and good onboard food.
“staff was very helpful, departure n arrival on time.”
Friendly customer service helped with changes and cabin upgrade.
“Customer service is very good and friendly”
Prices increased and complimentary meals removed, ending our loyalty.
“no longer provide your complimentry breakfast/evening meal”
Repeated sailing cancellations left unused accommodation costs uncompensated.
“Brittany Ferries would not help with accommodation costs”
Monopoly has led to overpriced fares and poor onboard experience.
“Overpriced fares, food and boats where one feels confined to soulless lounges”
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.