What next for SpeedFerries passengers?

THE closure of the SpeedFerries service between Dover and Boulogne has seen 100 jobs lost and many customers wondering what travel options are open to them.

A key feature of SpeedFerries was the chance to book a number of tickets in one go that provided a great deal of flexibility and very competitive prices.

Unfortunately, the announcement on the SpeedFerries website provides little help on what people can do, beyond advising those who paid by credit card to reclaim any money through their card issuer.

And passengers are asked to make alternative travel arrangements, so here is a round-up of what is available.

LD Lines offer for SpeedFerries passengers
The ferry firm is offering a 75 per cent discount on its current prices for people with valid tickets booked on the Dover to Boulogne route.

The deal will let customers turn up at the ports of Portsmouth, Newhaven, Le Havre or Dieppe with their tickets an hour in advance for travel before December 17, 2008.

After this date people who were intending to travel between Dover and Boulogne are asked to contact the ferry firm to arrange their replacement booking.

Norfolkline ticket deal
The company has made available a 20 per cent discount on ticket prices for travel between Dover and Dunkerque for affected SpeedFerries customers who are able to provide proof of an existing reservation.

The offer is bookable from now until December 12, 2008, for all departures until the end of 2009, subject to availability.

At present these are the only special deals I've seen being offered to passengers of SpeedFerries, although there is capacity on SeaFrance, P&O Ferries and Eurotunnel.

As for the tricky situation of clawing back the money spent on tickets paid for by credit card, I'll repeat the advice offered up by APACS, the UK trade association for payments.

I asked what cover is available for those who have paid with a credit card, APACS answered:

Consumers will definitely be covered if they have bought their ticket(s) with a UK-issued credit card and the transaction value was over £100 (and less than £30,000).

They will have protection through Section 75 of the 1974 Consumer Credit Act, which states that your card company is equally liable (as well as the retailer) in situations where customers do not receive goods or services they have paid for.

So people who have paid for tickets in excess of £100 with a credit card and can't get their money back from the retailer, can get their money back from their card issuer.

And for those who have paid with a debit card?

The Consumer Credit Act doesn't cover purchases made with a debit card as it is not a credit product.

However, under Visa rules, Visa debit card issuers are able to initiate a process called a 'chargeback' to recover a consumer's money from the retailer's bank. There is no transaction limit with regard to Visa debit cards, so you can approach your card issuer whatever the amount concerned.

Under UK Maestro rules, you don't have the same rights - the one exception being if you order goods online from an overseas website.

In conclusion, if you paid over £100 with a credit card you are covered. If you paid with a debit card you may be covered - speak to your card company to find out exactly where you stand. In both cases you may be asked to substantiate your claim.

You should therefore retain any receipts or documentation and details of any efforts made to recover costs directly from the retailer/company involved.

I also wondered where people stand if they are resident in France yet have bought tickets with a card registered in the UK?

If you are resident in France but the card is issued by a UK card company you should be covered - the relevant factor is the location of the company that issued the card, not the location of the cardholder.

If you are able to pass on any advice or information please feel free to leave a comment below.

Comments

[Graeme Swan]

Good info Craig. I have clients who had booked the Speedferries £30 deal for next summer, they have successfully got their money back from their credit card company.

[Annick Martin]

I paid 78€ for a crossing with speedferries on line direct with my french debit mastercard.I was told by my card insurance that because it's not considered goods, I am not covered.What can I do next as there are no ways to contact speedferries by phone

[Craig McGinty]

Hi Annick, I'm afraid it doesn't sound too good.

Often in such cases customers owed money are at the back of the queue so rarely see their cash returned.

The Carte Bleue website may be able to provide a little more information about the protections offered by your card:
http://www.carte-bleue.com/

I've also found details, in French, of the procedure should a company collapse:

http://bit.ly/nAgF

Regards, Craig

[Bridget Strevens]

In late October I spent £250 (319 euros including GB commission) on 10 Speedferry vouchers using my French gold Visa Premier card. Although this card is sold as useful for travel cover, Visa Premier tell me it won't cover companies going bust. Do I have any hope at all of seeing any of the money back from Speedferries? Are there others out there in the same position?

[Cheryl Green]

I contacted my credit card company and was told that as I hold a voucher and not bookings for specific dates, I shall have to wait until Speedferries goes into liquidation (as opposed to administration) as it is technically possible that they could honour the vouchers before the end of their validity.

[Craig McGinty]

Many thanks for the comments, it doesn't look too good really and as usual the actual customers are the ones at the back of the queue.
All the best, Craig

[Gina J]

Regarding Chryl's posting, this notice below is on the Speedferries site now. Ernst and Young are advising seeking alternative crossings. I've contacted my Visa card. I'll keep an eye on progress.

The Joint Administrators regretfully announce the closure of Speedferries Limited (In Administration). The Joint Administrators have been exploring every possible avenue to save the business since 12 November 2008 and it is unfortunate that a buyer for the business has not been found.

Speedferries Limited (In Administration) will now cease to operate services between Dover and Boulogne and customers with pre-booked tickets are advised to seek alternative travel arrangements.

Customers who have booked by way of credit card should contact their credit card providers to determine if they are eligible to claim a refund for these now cancelled services.

All creditors, including customers who are affected by the cancelled crossings, will be contacted by the Joint Administrators in due course.

[Damian Gillie]

I paid £250 for 10 advance tickets with a Barclays Visa Debit card and have already ben reimbursed, no problems.

[Craig McGinty]

HI Damien, that is good to see I hope others have gone through the process of reclaiming their money.
All the best, Craig

[Pearson]

I still had a couple of trips outstanding and my card supplier says refund should be no problem - but all such a shame as found SF such an excellent company and service!
Don't know what books/profitability looked like (Western Docks cost, Speed 1 purchase, scheduled Speed 2, profitability, etc), but amounts owing to two docks authorities were piddling amounts in corporate terms.
HOWEVER - loss of SF got me thinking and investigating, and for UK based travellers there is one less expensive option - use Tesco occasionally with their loyalty card (even if only for fuel), save the vouchers and convert them to Eurotunnel vouchers - that way you get 4x value of loyalty vouchers off Eurotunnel fares. This can bring cost right down and certainly below ferries (SeaFrance or P&O or Norfolk Line) if you don't have your travel dates months in advance.
Warning! Eurotunnel voucher only valid 6 months and allow time to book and post vouchers to them.

Also, has anyone any GOOD to say about LD Lines or Transmanche? I've only ever had negative feedback from colleagues.