We're here to help if you need to contact us. However, we do it a little bit differently from most travel websites because we just have one channel - My Account. This article will explain how to contact us and provide some background on why we made the decision to use one communication channel.
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.
CrewBOT will offer answers and articles to your message (as many customers have the same questions) so please be sure to read these. However, if you still need to speak to an agent you can click 'Talk to a person 👤'.
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 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.
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 CrewBOT?
CrewBOT 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 click '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.