There are many people of my age who are averse to using technology to simplify their lives. I was, at one point in my Marketing days, of the opinion that the more you could put into mobile phone functionality the better.
While I am still of that opinion sometimes the engines of commerce seem to work in favour of the wrong folk.
Currently in Italy, and with my iPhone using a UK sim card with an EU roaming package, I decided to buy a ferry ticket from Trapani to visit the nearby island of Favignana for a day. I did a Google search that took me to DirectFerries, a UK based agent. I could find no other agents, so presumably the UK sim decided I should use someone that it liked. I think it’s nice that AI should be able to select its own friends.
I selected the points of departure and terminus and the travel date. I then chose the available travel times, and paid by debit card with an extra insurance charge in case I needed to amend or cancel the trip (having had such a need on most bookings made this year!). Easy.
Then the email confirmation arrived. Unfortunately, it indicated that my point of departure was Marsala and not Trapani as requested. That’s a bit like booking a flight from Edinburgh and being told it departs from Glasgow.
I hopped onto the agent’s site only to get a “system down, try later” message. Maybe the site was down for maintenance. Try again later. Nothing.
Try the call centre. No answer. Try again. No answer. Try email. Try online and call centre next day. No answer. Monday – try email, call centre and online – this time to cancel. Nada!
I found their Facebook page. Not good. Full of complaints about poor service etc. Some comments quite angry …. including mine. The following is not mine but is similar.
The response that I, and many others, received was similar (simple cut and paste reply), or asked that a personal message should be sent (obviously to keep the ensuing rage offline).
Despite me paying for insurance the agent refused to make a refund (ignoring the fact that the email confirmation stating that full refunds were possible) even having the arrogance to state that they deduct an admin fee on refunds but anything less than £100 it isn’t worth THEIR effort to make a refund!
Blatant profiteering, exceptionally poor customer service, and an unbelievably arrogant approach to commerce.
Needless to say I have told the company that I shall take legal action for the cost of the tickets plus legal fees. They didn’t seem phased but merely sent another cut and paste response. My legal claim is in process and based on the evidence submitted I expect to win. Soon.
Based in my experience and that of those other unfortunate clients I recommend avoiding Direct Ferries. Book direct with the ferry operator (who were sympathetic but unable to assist).
The Direct Ferries FB page is full of apologetic fob-offs. They make reference to their terms and conditions (to avoid liability for refunds) yet these terms are not visible at the time of booking and conflict with what they say, and charge for, elsewhere.
THIS IS A COMPANY TO BE AVOIDED
I decided to get a local sim-card for my phone. A much better deal than the EE roaming plan that seemed to use data even when the phone was switched off. I recommend the TIM one-month tourist plan. Really good deal even if staying for only a week. It also picks up local booking sites more easily than the UK sim did. Bear in mind that a one-month plan has a fixed data content. If that is exceeded than you need to buy a new sim and, even though the TIM app lets you top up, any top up will not work. I discovered this the hard way and am still trying to get a refund from TIM.
Now nearly the end of November and still have not received the refund from TIM. Whike they possibly have the best package for tourists I shall never use them again as they have, seemingly deliberately, tried to avoid making the refund. Despite assurances that they had done so at the beginning of this week there is no sign of it reaching my account.