Fran Collins, the CEO of Red Funnel, has issued an apology for the significant travel disruptions experienced by customers due to the unavailability of their vessels. She expressed regret over the inconvenience caused to passengers travelling between Southampton and the Isle of Wight.
In her statement, Collins acknowledged the frustration felt by customers and assured them that such service disruptions do not meet the company’s standards. She emphasized the tireless efforts of Red Funnel’s teams to address the issues promptly and support affected passengers.
To compensate affected passengers, Red Funnel is offering various forms of compensation. Those eligible can claim compensation by completing a form on the company’s website or by contacting their customer service centre. Pre-booked passengers on affected vehicle ferry sailings will receive vouchers as a gesture of recognition for the disruption to their travel plans.
For customers using High-speed services, including season ticket holders and those with ticket books, compensatory extensions to their tickets will be offered. Passengers with specific dated tickets affected by the disruptions are advised to contact customer services for individual assistance.
During the disruption, Red Funnel’s ground teams distributed vouchers for hot and cold drinks to customers facing extended delays.
Looking ahead, Collins assured customers that the vehicle ferry service is running according to schedule, with 12 scheduled daily crossings. However, the Red Jet service remains suspended for the time being. An alternative service with an extended crossing time has been arranged for Monday, March 18.
In the interim, Red Funnel tickets will be accepted by Hovertravel and Hoverbus for their service between Ryde and Southsea in Portsmouth until the Red Jet service resumes.
Collins expressed gratitude to customers for their patience and understanding as the company works to restore normal operations safely and swiftly. She reiterated her apology for the disruption to their travel plans.
Yesterday’s travel disruptions occurred when both operational Red Jets were taken out of service, and the Red Falcon faced engine problems. While the Red Eagle experienced door problems, it is now back in service along with the Red Osprey, which was the only usable vessel for part of the day and overnight.
