DFDS answers your queries

The takeover of Norfolkline by DFDS Seaways has created Europe’s largest sea-based network with 30 routes and 60 freight and passenger ships. ESTELLE PHILLIPS puts readers’ questions to the English Channel passenger director, Chris Newey

How are you helping passengers recognise the new name? How will the changes affect the service you offer?
We have a comprehensive communications plan designed to inform and update passengers of the name change, and that we are now part of Europe’s largest sea-based network. The ships’ livery and all port signage now features the new DFDS Seaways branding. Obviously there is a transition between the two brands, however, customers will find there is no change in the good value fares they came to enjoy with Norfolkline. There have been marked improvements to the onboard services, such as the choice of food and improved coffee, with Costa Coffee. We’re delighted the reader has enjoyed positive experiences with DFDS Seaways. Norfolkline was acquired by DFDS Seaways in July 2010, so the Dover-Dunkirk route and other routes from Norfolkline will now benefit from unrivalled customer service and low cost fares. One frequent traveller complained of “sitting on the quay for six hours on a February evening in the cold and dark without easy access to something hot”.

Do you plan to provide hot food or shelter for waiting passengers?
We are sorry to hear of their experience, as under normal circumstances the gap between sailings is just two hours except on Saturday nights. Passenger facilities in both Dover and Dunkerque are open 24/7 and include toilets, vending machines with hot food and drinks (when the cafes are not open) and seating.

DFDS ferries appear to take longer to berth than P&O and Seafrance: Is there a difference?
There is no difference in berthing time between the operators that I am aware of, particularly not in Dover. The journey takes just over two hours from port to port, however we ask passengers to arrive 45 minutes before departure to allow check-in and border controls.

How do you aim to reduce waiting times for passengers in the claustrophobic car decks before disembarkation?
Again, I was surprised to hear of this experience. Our operations team works hard, and is very skilled at managing a quick disembarkation. We definitely wouldn’t consider passenger decks as claustrophobic, as the car deck is more than 12 feet high and eight cars wide. There are two ramps for disembarkation and only the upper freight deck traffic needs to offload before the vehicles on the car deck can begin to move. Cars and lorries are always loaded separately. Dunkirk has a separate lorry park from the car lanes and in Dover there are separate checkin lanes. Cars and lorries are never loaded together on the same ramp.

You cannot book multi-trips on the internet and phone calls to Dover are expensive; do you plan to make booking easier or to offer incentives such as multi-trip reductions or the equivalent of “speedy boarding”?
We are developing a new online booking system, which, among other improvements, will offer multi-trip tickets for car passengers. Get details on www.DFDSSeaways.co.uk. Buying a first class upgrade (from £12 each way) online during the booking process includes priority boarding.

Why are there delays in berthing at Dover, where three ferries can arrive at the same time and have to wait to get alongside?
If a ferry misses a berthing slot, for whatever reason, this may lead to slight congestion. What is great about Dunkirk, is that DFDS is the only ferry to sail there, leading to hardly any congestion at the port or for cars exiting the port.

Many readers praised your service. What do you aim to offer customers?
We welcome feedback from our customers. We aim to offer a friendly, efficient, no-nonsense service which provides our passengers with a comfortable crossing and a great choice of food options at reasonable prices.

Do you plan to increase the number of routes, perhaps via Dieppe, Le Havre or Cherbourg?
We are constantly reviewing the options but have no announcements to make regarding additional routes. Why do you have charges when paying with a credit card and then add a fuel surcharge on top? We try to be as transparent as possible with pricing which is why the fuel surcharge is included in all advertised fares and is shown separately during booking. Card charges are shown to give consumers a choice on how to pay; using a debit card costs only £1 per booking.