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We're here to help. AFerry uses a single contact channel — My Account — which lets our team prioritise and respond to customers in any language, 24/7. Here's how it works and why we made this choice.
How to contact us
Follow the below steps to get in contact with us:
Log in via My Account or Manage my Booking.
Click on the yellow speech bubble at the bottom right of the screen.
Click 'Ask a question' to open a new conversation.
Type your message and click the up arrow to send it.
Fin will offer answers and help articles instantly. If Fin's answer doesn't resolve your issue, type Talk to a person 👤 at any point to connect with a human agent.
Frequently asked questions about contacting us:
Why do you not have a phone number?
Previously, we operated with a phone number but faced challenges in prioritising customer inquiries effectively, which resulted in poor customer service. We sell tickets for 150 ferry partners in 28 languages, running across the world in 8 different time zones. No matter how many staff and how much investment we put into our phone service, we never managed to deliver a good service.
So we decided to try something different, and made the bold decision to channel all our customer questions via My Account. This allows our customer service team to see all customer questions, often answering many of the same questions instantly via Fin and help articles. This also gives our team the visibility and data to triage answers to ensure we help the most urgent customers in any language/location first. So far the decision has delivered a far better customer service than before.
Simplifying the contact process through My Account enables us to prioritise and respond to a greater volume of inquiries in various languages and locations, ultimately enhancing customer service while reducing business costs. This approach has allowed us to make bold decisions like removing all our AFerry change and cancel fees, giving you more money to spend on your holiday.
How long will it take for a reply via My Account and Fin?
Fin provides answers and articles from the AFerry Help Centre instantly. In most cases, the information and links give you access to everything you need to know to manage your booking. If you still need to ask further questions then you can type them in as a new message or ask 'Talk to a person 👤' to connect with an agent. Our typical reply time varies during the week and is shown at the top of the conversation box.