My complaint:
Due to Covid19 and the unprecedented time in 2020 we were advised to cancel out trip.
I went on line in May and followed the instructions to cancel the ferry.
After waiting some time I emailed the customer services to ask when I would receive a refund.
I eventually heard back from them, and they said I should have contacted them to complete this refund. As a gesture they completed it and told me that I had a credit note which will be available for 2 years, ending on 20th May 2022.
I emailed them in 2021 to say that due to Covid19 and Brexit we were thinking of selling our motorhome, and will no longer be travelling on the ferry, is it possible to have a refund. This was refused as they insisted that I had a voucher and this is non refundable.
Our children persuaded us to keep the motorhome as it was our dream to travel round Spain. Sadly in November 2021 I broke my back, and it is taking along time to recover.
I did eventually get through to an agent over the phone in March, and explained that I would not be able to travel until 2023. She told me that this was not a problem and to call them at the end of April when the winter schedule would be released. Apparentley, I can not book on line as I need to speak to someone. I have called every day since 1st May and have not been able to get through. I have sent an email and copied in the CEO and I received an automated response stating that I would hear from them in the next 21 days. My voucher runs out in a few weeks, so I have continued to call them but to date have not been successful at getting through.
Suggested solution:
Due to the anxiety and stress of trying to contact the ferry company I would like my deposit refunded.
