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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

Great trip. Good facilities. Easy to book online.
Clean, well appointed lounges with a variety of refreshment option & courteous staff land- and seaside.
No hassle whatsoever. Twice managed to get on earlier ferries than we had booked which was of great help. We did not know our exact times of arrival at port, so appreciate the flexibility.
Despite Storm Brian it was a very good service.
Staff all were cheerful, polite and helpful. Seats were comfortable and high standards of cleanliness sustained.
Excellent service, on time... hot food on board and friendly staff.
Full to capacity sailings on both journeys over the weekend, in fact it was standing room only for some older people and young families who were not able to find a seat, let alone a table to eat their food from.
The new pay-to-use 'signature lounge' is another way of making yet more money on top of the hugely inflated prices of the sailings, particularly at peak times when families are targeted during the school holidays.
Unfortunately the signature lounge is taking away seats that passengers have had access to in the past creating less space for everyone other than those few who are willing to pay the extra on top of the sailing price, by introducing this service, the company are more interested in making money than the comfort of the majority of their passengers.
When we travelled there were only 4 people paying to use the signature lounge and at least 20 people standing around the food outlets without a seat. It's all very well putting benches along the walls but when they face the... more
The staff were friendly and helpful and smiled - that makes all the difference. The lounge reserved for dogs was very good
Great service from call centre staff through to on board teams. Only lost one star as ferries still feel very very busy at times even with new extended accomodation. If you are last to board it can be hard to find somewhere to sit as a family. I try not to book peak sailings to avoid this but can't always do that however still 10 times better than Wightlink.
Had to change our return crossing, to a day earlier. The £5 amendment fee was, I felt, about right. On arrival at East Cowes the following morning, I was greeted by the check-in booth with the words " good morning Mr S - lane 6 please!!)
What excellent customer service.

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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-0fa4542905adcd524)

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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