Brittany Ferries Customer Service?

[andyt21]

This post was a useful reminder. I had forgotten about the API but the site was easy to add our passport numbers and expiry dates.

We completed the online passenger locator form last autumn when flying to the Canaries but filled in a paper copy for the ferry in the summer so that seem to have changed.

We travel out next week Plymouth to Santander so any updates on additional waiting times appreciated. The site shows the ferry is on time but I wondered if the Dover problems were spreading?

 

[simsy56]

Just heard from BF that as from today the Spanish health control form is no longer required.

Craig

 

[andyt21]

Just heard from BF that as from today the Spanish health control form is no longer required.

Craig

Hi Craig

Did BF give you a link to confirm this is no longer required? I’ve had a look on the BF site and on the Spanish Travel Health Program site https://spthm.puertos.es/faq

Both still say the FCS form and QR code are required. BF may have been given advanced notice.

Andy

 

[New Dawn]

We are due to travel on BF on Wednesday 6th April, three days hence.

Not yet having supplied Advance Passenger Information we looked at our booking details for a link to do so and couldn’t find one. We decided to ring for advice.

On the first four occasions we got an engaged tone. On the next six occasions we got the usual message “We are experiencing a high number of calls….etc “ and were told to hold. We did so only to be cut off on each occasion.

Deciding it may be better to e-Mail our query we did so and received an automated reply saying that they were experiencing an usually high number of e-mails and that they would attempt to answer our query within the next 10 days.

We are due to travel in three days. Brilliant customer service!

Well, there is always tomorrow and Tuesday left in which we may get an answer.

Has anyone else had such problems?

Yes, exactly the same. I’ve been a member for the many years and they’ve moved 2 of my bookings endlessly throughout Covid. Now in France they sent a message to say they couldn’t take the final payment and please to ring them, with same issues as yourself. I then decided to pay via their web site on my apple phone. I completed all the payment fields and then got a grey screen with an egg timer!!! I finally phoned a relative in the uk who used a lap top to pay for me. There was no grey screen or egg timer just a request to use one of the methods on the list to verify payment. Yes, the air was blue as I received their message on a Saturday (not open!) and spent most of Monday trying to pay which left Tuesday and Wednesday (5 days to pay) before I lost my booking from Santander to Portsmouth for a 4 berth dog cabin for my friends and I. My message to companies who are having difficulty with staffing levels and customer volume is to make sure your website is fit for purpose. I have found a few that aren’t in the last week or two.

 

[russ the rambler]

Just heard from BF that as from today the Spanish health control form is no longer required.

Craig

me too, but i cant find anything on their website or other news announcements. I might just complete the form as a back up if the text is the only thing saying i dont need one. Good news for the summer though

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[simsy56]

Hi Craig

Did BF give you a link to confirm this is no longer required? I’ve had a look on the BF site and on the Spanish Travel Health Program site https://spthm.puertos.es/faq

Both still say the FCS form and QR code are required. BF may have been given advanced notice.

Andy

Hi Andy, we got a text from BF whilst we were queueing to board the Pont Aven. Just after I had to have them help me to get the QR code in the first place. That's all I can tell you.

Craig

 

[John Barrett]

Hi Andy, we got a text from BF whilst we were queueing to board the Pont Aven. Just after I had to have them help me to get the QR code in the first place. That's all I can tell you.

Craig

I posted this on a similar thread. It appears to be one or the other, but who is going to take a chance?

From the Spanish Website​

Who has to fill out the Health Control Form?​

All people who enter Spain from other countries, who do not have an EU Digital COVID Certificate or EU Equivalent. Children under the age of 12 and passengers in international transit do not have to show a certificate or SpTH QR.

I checked the validity of my Cert. here and it is OK. Looks like I don't need the form even though everything else I look at says I do!
Better to be safe...

Spain Travel Health​

www.spth.gob.es

 

[TDub49]

So what do I glean from this thread?
1. BF bashing is a popular blood sport. Probably nothing to do with it being a French company.
2. The possibility of operator error (including incompatible/faulty hardware configurations) is as remote as finding unicorn poo inside the sanctity of your windbreak corral. Anything that goes wrong is BF's fault and in some instances, they obviously take against a customer and single them out for personal grief.
3. BF should have a business model that covers all eventualities (staff shortages, Covid, high demand, Covid, mechanical failure, Covid, worldwide supply chain problems, Covid, anticipating and providing for everything that their customers might do wrong through not reading the instructions or simply not bothering with the detail etc etc); and suck up the cost (heaven forbid they pass any operating costs on, that would be as bad as those campsites that are mean enough to actually try to cover their outlay rather than give loss making pitches to tight fisted campers).
4. All technology is the work of the devil and computer literacy is for nerds.
5. The Danish are better at it than the French.

Personally (and tempting fate here) I have never experienced a problem with BF and indeed have found them incredibly helpful even when dealing with someone (me) whose French language runs to "Bonjour - er, do you speak English?". Long may it be so and if/when I do experience a problem I will reflect on all the times that I didn't.

 

[carolyn]

Yes, exactly the same. I’ve been a member for the many years and they’ve moved 2 of my bookings endlessly throughout Covid. Now in France they sent a message to say they couldn’t take the final payment and please to ring them, with same issues as yourself. I then decided to pay via their web site on my apple phone. I completed all the payment fields and then got a grey screen with an egg timer!!! I finally phoned a relative in the uk who used a lap top to pay for me. There was no grey screen or egg timer just a request to use one of the methods on the list to verify payment. Yes, the air was blue as I received their message on a Saturday (not open!) and spent most of Monday trying to pay which left Tuesday and Wednesday (5 days to pay) before I lost my booking from Santander to Portsmouth for a 4 berth dog cabin for my friends and I. My message to companies who are having difficulty with staffing levels and customer volume is to make sure your website is fit for purpose. I have found a few that aren’t in the last week or two.

I had the same text on saturday morning whilst in London for a few days. After initially panicking having read all the horror stories about trying to phone I checked my emails. Fortunately there was a link to follow and I paid easily otherwise it would have preyed on my mind. I presume it’s these extra layers of security. I used the same card as I’d used for the deposit but of course you now have to go through the palaver of opening your banking app and doing all that. I will be doing a repeat performance in 2 weeks for the return journey no doubt. I always book them separately so that I can change the return journey should I wish to after we’ve left England.

I am not bashing BF by the way as it worked out OK. If you get the text, dont panic, check your emails and it’s easy.

 

[emjaiuk]

This message ‘We are experiencing a higher than usual volume of calls ‘ is top of my hatred list. Why can’t they just say that for commercial reasons they choose to not devote sufficient assts to customer service?

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[maison]

Thanks Maison, just what I wanted to hear I have to do ours in a couple of weeks time so I better get the bottle ready !!

The Spanish Location Form is no longer needed. So you will be Fine. We got the message at check in, only 20 hrs after completing it.

 

[POH]

The Spanish Location Form is no longer needed. So you will be Fine. We got the message at check in, only 20 hrs after completing it.

Do I still have to do the health form 48hrs before.

 

[busby]

So what do I glean from this thread?
1. BF bashing is a popular blood sport. Probably nothing to do with it being a French company.
2. The possibility of operator error (including incompatible/faulty hardware configurations) is as remote as finding unicorn poo inside the sanctity of your windbreak corral. Anything that goes wrong is BF's fault and in some instances, they obviously take against a customer and single them out for personal grief.
3. BF should have a business model that covers all eventualities (staff shortages, Covid, high demand, Covid, mechanical failure, Covid, worldwide supply chain problems, Covid, anticipating and providing for everything that their customers might do wrong through not reading the instructions or simply not bothering with the detail etc etc); and suck up the cost (heaven forbid they pass any operating costs on, that would be as bad as those campsites that are mean enough to actually try to cover their outlay rather than give loss making pitches to tight fisted campers).
4. All technology is the work of the devil and computer literacy is for nerds.
5. The Danish are better at it than the French.

Personally (and tempting fate here) I have never experienced a problem with BF and indeed have found them incredibly helpful even when dealing with someone (me) whose French language runs to "Bonjour - er, do you speak English?". Long may it be so and if/when I do experience a problem I will reflect on all the times that I didn't.

Same here,,always found them excellent,, BUSBY.

 

[maison]

Do I still have to do the health form 48hrs before.

No. It is the same form.

We were actually on the dockside, waiting to board, when we received the Text message from BF saying it was no longer necessary.

 

[John Barrett]

We on Salamanca tomorrow and we just received a text saying that due to COVID they are short staffed in the restaurant and apologies for any delays!
At least it hasn't broken down...

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[andyt21]

Hi Andy, we got a text from BF whilst we were queueing to board the Pont Aven. Just after I had to have them help me to get the QR code in the first place. That's all I can tell you.

Craig

I’ve now had the text from BF and an update from Gov.UK which has confirmed no health form is required. Brill!!