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Customer Satisfaction

Red Funnel's Customer Satisfaction

In 2014, we changed the methodology and introduced a continuous independent review system using Feefo's online platform. Customers using our Southampton<>East Cowes service are sent an email and are asked to rate Red Funnel's overall service and to score the sailings on which they travelled. Reviews (good and bad) are read by senior management and the customer service team endeavour to respond to each one. Click to see Red Funnel's Feefo reviews

I do not normally travel for work on the ferries. On this exceptional occasion on checking in for my outward journey I was given a food discount voucher as I was a Freight traveller. I appreciated this but wasted it on a coffee because I had a meal before I left home. On My return journey embarking at midday I thought I would have lunch on board using my discount voucher. Understand my disappointment on check in not to be given a voucher and on query was told one gets only one voucher per round trip. As this is the case I would have appreciated the choice of when I wanted the voucher - outward or return journey. All other aspects of my booking and travel where fine
Ferries were on time staff were pleasant food was adequate if a little expensive
Polite staff onboard.
Excellent everyone was very helpful and to use the ferry was quick and easy
My main complaint is with the food and service on board. There are too few staff, providing a slow inadequate service. The food served (breakfast in my case) was very poor quality and badly presented - slopped on the plate. My wife used the Steam counter - again only one person working, so very slow. Coffee was weak and watery - too economical with the amount of coffee used per cup.

The service apart from that - driving on and off - was fine. However, Red Funnell are using their captive market as cash cows. It should not cost any more to travel over and back on subsequent days tan it does to travel over and back on the same day. My trip cost me £97 to stay over 3 nights whereas it is normally around £40 if I travel back the same day. This does nothing for the Island economy.
First class English breakfast, friendly and helpful staff, light airy comfortable accomodation with great views of the solent and wi-fi worked well so I got my emails done.
really efficient, on-time and when I needed to change the booking very flexible and easy
When I was returning from Southampton I was gobsmacked of the young ladies attitude in the check in box for the 6pm sailing. I simply asked if I could get an earlier boat... on the website it was £2 cheaper. Before I had chance to make my decision she was waving the card machine in my face demanding I pay £5. I wouldn't mind paying the money if 1 it was demanded as I hadn't stated I defiantly wanted to get an earlier boat and 2 there was plenty of spaces on the boat it wasn't even half full.
Excellent service from staff whilst check in.
Ferry on time both ways and boats were of good service. Loading & unloading was well managed

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If you would like to comment on any aspect of Red Funnel's service, good or bad we would be delighted to hear from you. Please email

RedFunnel Address

Contact Centre: For travel, accommodation and enquiries call +44 (0)23 8001 9192

Switchboard: Tel +44 (0)23 8024 8500. Fax +44 (0)23 8024 8501.

Registered in England: 002404, VAT number: GB 902 873131. All Rights Reserved, © 2014 Red Funnel (i-0096e9a749cd5b90f)

Isle of Wight Port Addresses: Red Funnel Isle of Wight Ferries, Trinity Road, East Cowes, Isle of Wight PO32 6RA | Red Funnel Red Jet Ferries (West Cowes), Fountain Yard, West Cowes, Isle of Wight PO31 7AR.

Southampton Port Addresses: Red Funnel Isle of Wight Ferries (Terminal 1), Terminal 1, Dock Gate 7 off Town Quay Road, Southampton, SO14 2AR | Red Funnel Red Jet Ferries (Terminal 2), Terminal 2, Town Quay, Southampton SO14 2AQ.

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Southampton <> West Cowes, Isle of Wight

Service is operating normally


Southampton <> East Cowes, Isle of Wight

Service is operating normally

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