Dear Madame Payan,
We would like to thank you for your comments and we appreciate the time you invested in reviewing our services. Having said that, we are very sorry that you are not happy with our services.
As you correctly mention, we are indeed not a ferry company, but a travel agent through which you can book your tickets with any ferry company. This is very handy as you can normally book all your ferry tickets from one website.
During the COVID outbreak however the mass cancellations of planned travels have led to a series of measures from the government and the ferry companies which have affected your travel.
More specifically, even though you could travel at a later date of your choice even of up to 3 years from the time you have made the original booking, you could only travel on certain itineraries operated by the same ferry company you have originally purchased the tickets. This is the reason your open vouchers were valid only for specific routes.
Additionally, the government’s policy has allowed the ferry companies to proceed to all refunds of the tickets cancelled due to the COVID outbreak after the passage of 18 months. This is the reason you will receive your refund at that point.
Finally, regarding the issues you faced with the delays in your answers and the wrong declaration of the age of your daughters, we would like to sincerely apologise and kindly ask you to forward us your booking reference number so that we can further investigate the issues. It is very important to us to serve our customers in the best possible way and we are very concerned that your experience did not meet our standards. Please rest assured that we will thoroughly go through your booking details to identify what went wrong and we hope that should you choose to use our services again in the future, we will do our best to serve you in the most efficient way.
Kind regards,
Let’s ferry team
