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“Travelling with our little dog”
Review of Red Funnel Ferries

Red Funnel Ferries
Ranked #17 of 135 things to do in Southampton
Certificate of Excellence
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Attraction details
Owner description: Red Funnel has a proud history of serving the Isle of Wight since 1820, carrying 3.4 million passengers to the Island each year. We have won awards for safety, innovation & service including Certificates of Excellence from Trip Advisor every year since 2013. Choose between two stunning routes: our Southampton-East Cowes (former home of Queen Victoria) service takes 55 min, operates 365 days/year and carries vehicles & passengers. On board, enjoy free Wi-Fi, hot & cold food, a bar & coffee shops, or upgrade to the Signature Lounge, for a quieter club class experience. Our 2nd route connects Southampton to the world-famous yacht racing town of West Cowes. Our modern ‘Red Jet’ Hi-Speed catamarans take just 23 min to cross the Solent. Our entire fleet is dog friendly. Look to us for expert travel advice, accommodation bookings, attraction & event tickets. The opening times displayed are our contact center hours.
Reviewed 29 December 2017

Shame Brittany Ferries cannot offer same for dog owners travel as Red Funnel rather than having to leave little dog alone in the bottom of the boat in the car,
All dogs were well behaved on our recent trips with R,F, and we felt happier too with our little dog with us,

Recent travel from East Cowes (with car) to Soton and return (twice - 23/12 9am return 4.30pm, then East Cowes to Soton 28/12 9am return 6pm)
Most enjoyable trips - especially the man directing us out of the port in Southampton and then directing us onto the boat from Southampton - he acted out a little Christmassey courteous move which was fun and amusing - well done to him - made us all smile without compromising his duties. He must have been worn out! A good asset to your company. Well done.
Must congratulate all the team of Red Funnel - telephone contact, ferry personnel, ticket box at East Cowes and Southampton. all car decks personnel (very courteous, friendly and efficient), on-board staff very helpful and happy, and the cafeteria personnel.
We preferred our dog area lounge over and return on 23 December 930am/4.30pm - the lounge was much nicer than our second trip on 28 December 9am/6pm - but that was just a small point.
Once again thanks to the man with the funny Christmassey moves and all the staff - it made all the difference.
Recently moved to IOW from France, and will be crossing frequently.
Thank you

Thank Rozeene
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
RF_CustomerServices, Manager at Red Funnel Ferries, responded to this reviewResponded 14 January 2018

Dear Rozeene

Thank you choosing to travel with Red Funnel for taking the time to review us. We aim to be the leading travel services to the Isle Of Wight so its always a pleasure to read comments like your own and that your enjoyed your experience with Red Funnel

We are also pleased to read that your dog enjoyed his sailing. In regards to preference of the boats, our Red Eagle is going in for her annual refurb this month and we are very excited for her return, this means that all of our 3 boats will have completed their make over and will all be looking as good as eachother.

It sounds like your talking about Jim, the dancing man! I will be sure to pass on your praise to Jim and his management.

From all of us here at Red Funnel, we hope you enjoyed your Christmas on the island we would like to thank you again for the positive review. We look forward to welcoming you back on board with us in the near future.

kindest regards
Rachael

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Reviewed 28 December 2017 via mobile

Check in was very easy, the embarkation went quickly. I was pleasantly surprised by the quality of decor in the boat. The food looked very good value for money. The bar had a good selection of hot, soft and alcoholic drinks. The crossing was smooth- looking forward to the return crossing.

Thank 123Just1987
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
RF_CustomerServices, Manager at Red Funnel Ferries, responded to this reviewResponded 5 January 2018

Dear 123Just1987

Thank you for travelling with Red Funnel and for leaving us such a positive review on Trip Advisor, sharing your experience.

We pride ourselves to be the leading travel services to and from the Isle Of Wight so it is always good to hear passengers like yourself praise us for our efforts.

Its sounds like you was travelling on our Red Falcon or Red Osprey, who have completed their refurbishments, our Red Eagle is currently going under her refurb so we hope to soon have all our three boats looking as beautiful as ever.

From all of us here at Red Funnel, we would like to thank you once again for travelling with us and look forward to many more crossings with you and your family.

Kindest Regards

Rachael
Customer Services

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Reviewed 28 December 2017 via mobile

Myself and my partner travel approx 2 or 3 times a month using red funnel, often with his 2 kids aged 6 and 7. Usually we have a great experience, the ferries seem to run according to schedule a large majority of the time and all the staff we have encountered (until today) have been welcoming, polite and friendly. (In particular the dancing attendant at the Southampton port always makes the kids smile).
However today when asking about kids meal options I was confronted by a very unhelpful and short tempered woman who in front of the kids mocked me for asking if they do a kids meal box. She abruptly replied "what do you mean?" I asked again if they did a kids meal box, twice she asked me to repeat myself and once she heard me she looked at me like I was asking too much of her and scoffed "the food comes on a plate, not in a box" and walked away from me. I was left stood there when another colleague came over and apologised for her and explained which kids options were available.
I wasn't impressed with her tone but let it drop as clearly this man was now trying to help..... 2mins later another woman came out and started telling off the man who was polite and helped me (seemed like he put the pastries in the wrong order). I foubd her to be very unprofessional, pull him aside and speak about that No? Dressing him down in front of a customer isn't right, I went to speak up for him but he politely turned to the woman apologised and walked away before I got a chance....... I hope that on our return journey we are as lucky as we have always been with staff and dont come across these two un professional females again.

Thank Terri J
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
RF_CustomerServices, Manager at Red Funnel Ferries, responded to this reviewResponded 4 January 2018

RF_CustomerServices, Manager at Red Funnel Ferries, responded to this review
Dear Terri

Firstly, may I offer an apology for the fact that on this occasion, our service did not reach your expectations. We place customer care at the top of our list of priorities and aim to provide an excellent level of customer care on all of our services; therefore I am concerned that you received such a poor standard of service.

As your review highlights a number of colleagues, who I would assume you'd agree are usually superb, it is really important to us that we investigate this incident to find out where we regrettably went wrong.

Please could you pop an email to customerservices@redfunnel.co.uk with your booking reference and one of the Customer Services team along with our Food and Beverage on-board manager will contact you to discuss the above.

We hope to hear from you soon.

Our kindest regards and sincerest apologies

Rachael - Customer Experience

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Reviewed 27 December 2017

We wanted to visit our children and first grandchild for Christmas. We booked weeks in advance and paid nearly £100 for a short trip. At that time there were no Christmas Day crossings advertised so we had to go on one of few ferries Xmas Eve and return Boxing Day. The boats were packed and passengers had to stand. The ship was dirty, noisy and uncomfortable and food expensive. A most undesirable, expensive crossing which we made just so that we can see grandchild during her first Christmas.

Thank wewanttoliveinIbiza
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
RF_CustomerServices, Manager at Red Funnel Ferries, responded to this reviewResponded 28 December 2017

Dear wewanttoliveinIbiza

Firstly, please accept our sincerest apologies for your recent experience on board. I appreciate you taking the time to leave your review here on Trip Advisor.

Historically, Red Funnel didn’t operate any sailings on Christmas Day. We believed that there wasn’t sufficient demand to warrant this, especially given the fact that Wightlink operated sailings on Christmas Day.

In 2012, Wightlink made the decision to stop operating sailings on Christmas Day due to low volumes and difficulties in staffing their operation. At this point, Red Funnel decided that it was essential for the Island to have a service running on Christmas Day and we therefore introduced two sailings to ensure that customers could travel to see their families and friends. We rely on our colleagues to volunteer to work on Christmas day so cannot advertise these sailings until sufficient staff have volunteered, it was advertised on our website from mid-October.

We do have a cleaner onboard each sailing so it is disappointing to hear your comments regarding your sailing, if you had bought it to the attention of the Onboard Services Officer at the time I am confident this could have been rectified immediately. We work hard to ensure that everything is done to continually improve our service and your feedback helps us to do this. I will forward your comments on to the relevant departments here at head office.

We sincerely hope any disappointment caused on this occasion will not dissuade you from travelling with us again in the future.

My sincerest apologies once again

With best regards

Michele

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Reviewed 27 December 2017

Red Funnel offer an absolutely shocking service. This Christmas saw over crowded ferries with pensioners and disabled travellers sitting on the stairs as there was no room available for them to sit anywhere else! The VIP lounge was empty but RF staff refused to allow them to sit in there without paying a supplement! It is about time the ferries were regulated like the othe means of transport in this country.

Thank Technospark
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
RF_CustomerServices, Manager at Red Funnel Ferries, responded to this reviewResponded 28 December 2017

Dear Technospark

Firstly, may I offer an apology for the fact that on this occasion, our service did not reach your expectations.
We are aware that during busy periods seating is at an optimum, particularly if the weather is unpleasant as a large percentage of seating is on the outer decks. During busy sailings our onboard service officers do circulate around the cabin at the start of the crossing, asking guests to move up on seats and remove coats and bags from seating. So for this reason it is disappointing to hear that your situation went unnoticed. Your feedback does not refer to whether you attracted the attention of a crew member, but I would like to think that if you had asked for assistance, this would have been provided. Crew members do tend to have more success at asking guests to move along or give up a seat for a fellow passenger. We also have specific seats near a lift with signage in place stating please give up your seats for the elderly or people with a disability, so we would have checked this location for someone able to give up their seat, as well as other areas.

Unfortunately we cannot just open up the Signature lounge on busy days as this devalues the whole concept of the lounge, similar to First class trains or Business lounges. Our Signature lounge not only guarantee's you a seat, but it is also full table service and offers a range of complimentary pastries and beverages. Not to mention the enhanced Wi-Fi, free daily newspapers and a quieter adult-oriented atmosphere. For £10, we think is great value to our passengers who would like a new experience of travelling across the Solent.

From all of us at Red Funnel, we would like to thank you again for leaving your honest feedback. We welcome all good and bad comments as we are always striving to improve our business.

Kind regards

Michele

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