DFDS Dover – France route teams step up
During the holiday period, high volumes of traffic arrive at the port of Dover, potentially causing major delays to holidaymakers. Even with months of planning, ensuring additional resources are in place and keeping DFDS customers informed with the latest live port and sailing information, obstacles are unavoidable.
“Between Thursday 25 and Saturday 27 July we had 59,000 passengers and 15,000 tourist vehicles travel with DFDS from Dover, with our competitors also experiencing high volumes on their services and a severely impacted approach to Dover. Temperatures rose to a locally rare 30 degrees, so to ensure our customers were looked after, bottles of water were given to customers waiting at the port and additional measures were put in place for guests with pets to ensure their utmost welfare. The teams on the Dover – France routes did exceptional work to ensure we delivered a great customer experience”, says Steve Garner, Customer Experience Manager of BU Short Routes & Passenger.
The busy days were not without incident for the channel ferries. A bow door on Delft Seaways wouldn’t open, which meant the captain had to turn the ship around to allow stern access. While it did cause a delay, the customers appreciated that the crew acted immediately and kept them informed throughout.
Delft also faced an issue with the air conditioning flow on board and again the crew managed the situation extremely well and took care of the well-being of passengers with complimentary water and ice cream,
A technical error experienced by one of the competitors in Dover caused delays to DFDS passengers as well, but the DFDS port staff went to all areas of the port to reach and support customers. Some staff even abandoned their cars in Dover traffic jams to go and assist.
Jesper Christensen, Operations Director of BU Short Routes & Passenger says:
“It’s always a very difficult time when these sorts of challenges arise and are beyond our control. Our dedicated and hard-working teams in our ports and on board our vessels continuously deliver exceptional service to our customers. I would like to give my special thanks to all involved who ensured the least impact on our customers, going above and beyond to keep the traffic moving in the hot weather conditions and during an exceptionally busy and difficult weekend. The feedback from our social media channels reinforce the great job our teams carry out every day for our customers.”