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Ferries: Consumer Questionnaire Print

We want to thank everyone who sent in their ferries questionnaire. The response was amazing and the results are unbelievable! So far HD Ferries and Condor Ferries are neck and neck and are both scoring 53%. This means that each ferry operator is only just managing to score over half marks in our customer service questionnaire. Both operators need to pull their socks up if they are to please the Jersey traveller.

We asked people to download the questionnaire from our website or call and have one sent (Tel: 611161). There are 3 pages asking for general comments and then the below table asks you to summarise your feelings by awarding each company marks in the following sections:

 

From your own personal experience from the above mark the following:

(Please tick one box in each row)

 

Agree Strongly (10 Points)

Agree Slightly

(7Points)

Disagree Slightly

(4 Points)

Disagree Strongly

(1 Points)

Vessels are clean & tidy & comfortable

 

7

 

 

Staff are helpful & courteous

10

 

 

 

Staff are well trained &  well-informed

 

 

4

 

Sailings are reliable and punctual

 

 

4

 

Sailing times are convenient for me

 

 

 

1

The frequency of service is good

 

 

4

 

Jersey Port facilities are good

 

7

 

 

Destination Port facilities are good

 

7

 

 

Fares are good value for money

 

 

 

1

The onboard catering is good value

 

7

 

 

The onboard bar is good value

 

7

 

 

The onboard duty free shop is good value and well stocked

 

 

4

 

The security and safety of their passengers is of paramount importance to them

 

7

 

 

I am happy to use the service again

 

 

4

 

The general comments are also eye opening.

HD Ferries

“Generally those on board were quite happy with the service and on the return trip to Jersey we were provided with free current JEPs to read. Our crossing on the way out to St Malo took 1H and 20mins due to the ship operating on 3 engines but on the return trip the crossing took only about 55 minutes.”

“Being in a van (our work and personal use) a man came up and demanded an inventory of our contents, we said we were going to France on holiday and had family cycles and an old sofa for a friend’s house. He then started to shout at us and said we were a commercial van and when customs ripped our van apart it wouldn’t be his fault. This is our first and last trip with HD Ferries. We were shouted at on the way out and on the way back the boat was an hour late leaving and only had 3 out of 4 engines working so the time back was over 2 hours rolling about.”

“I have written twice to HD Ferries with valid complaints and in either case have had NO reply”

“All in all I was not very impressed with HD Ferries and will go Condor next time, it may be a bit more expensive but at least the price stays the same regardless of when you book and they do have offers on occasionally which makes them cheaper.”

Condor Ferries

“Raining hard. No covered way for foot passengers. Acces to boat by open ramp. No umbrella or raincoats. No assistance whatsoever from “gateman” who found the situation amusing. Waiting for the volume of rain to halt but were told that the boat would leave without us. Arrived on board soaked. (We are both senior citizens.)”

“There always seems to be a jam-up with cars when a boat docks and we are waiting to board, a better traffic circulation system needs to be introduced.”

“Staff sometimes more interested in talking to colleagues”

“Most of the staff on this trip did not have English as their 1st language. We heard several misunderstanding between other people in club class and the staff. The staff did try their best and were polite. Any problems could have been prevented by adequate training by the ferry operator.”

Even though we know HD Ferries won’t be sailing this winter we still want to hear your comments. Download a questionnaire today:

Please click here to download a copy of the questionnaire.

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 
 
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