If you need to contact us, then we are here. However, we do it a little bit differently from most travel websites in that we just have one channel - using My Account.
This article is designed to explain how to contact us and a bit of background on why we have made this decision.
How to contact us
Please log in to My Account either:
1. with your email address and password, or
2. with your booking reference number and email or
3. send an email with your booking reference and query
Choose the booking you wish to contact us about
Click on the speech bubble at the bottom right of the screen
Click “Send new message” (or reply to an existing message)
Start typing your question!
Note: CrewBOT will offer answers and articles (as many AFerry customers have the same question) so please be sure to read these.
Why do you not have a phone number?
In the past we had phone number but we struggled for years to prioritise customer questions effectively, and ultimately delivered a poor customer service.
Why? 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 CrewBOT 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,
How long will it take for a reply via My Account and CrewBOT?
CrewBOT provides answers and articles (from the AFerry Help Center) instantly. In 90% of cases, the information and links give you access to everything you need to know.
If you still need to ask further questions then you can type this in as a new message. The typical reply time (which varies during the week) is shown at the top of the page.
Summary
By simplifying the way you can contact us (via My Account) it allows us to prioritise and answer more questions in multiple languages and locations and ultimately deliver a better level of customer service at a lower business cost.
This approach has then allowed us to make bold decisions such as removing all our AFerry change and cancel fees, giving you more money to spend on your holiday.
We hope this helps you better understand our contact us policy and thank you for your support of the AFerry family.