Jersey’s new ferry operator has announced changes to its services following complaints from islanders regarding pricing, pet policies, and booking restrictions.
Concerns about the services set to be provided by DFDS from 28 March were raised in the States Assembly today after islanders raised concerns.
Deputy Hilary Jeune questioned Economic Development Minister Kirsten Morel on the terms of DFDS’s contract.
She listed high helpline charges, increased fees for bicycles, inconsistent pricing, and restrictions on pet travel as some of the key issues.
Deputy Morel clarified that the terms of sale were not part of the contract and that DFDS had been asked to address the concerns.
He said that while change is often met with challenges or negativity, DFDS’s long-term investment in Jersey’s ferry service, including new vessels and increased service reliability, remains the key focus.
“We are here creating a ferry service that is going to be resilient and reliable for the next 20 years, and most importantly, get £300 million of investments in our fleet, which will be paid for by DFDS and not by the Government of Jersey,” the Minister said.
“So we are getting new vessels, and we are going to have more resilient and reliable service.”
Responding to pricing concerns, Deputy Morel said that fares were “very similar” to those under the previous operator, Condor Ferries, and that price increases would now be controlled by retail price index caps.
He added that complaints about day trip pricing to France were premature, as DFDS had yet to introduce its discounted day trip fares to St Malo.
“One of the main areas that people are complaining about was day trips to France,” said Deputy Morel.
“The reality is, DFDS haven’t loaded on their day trip prices yet.
“So islanders should refrain from buying day trips to France at the moment because they will get special prices in the future.”
The Danish shipping firm has also adjusted its pet policies to allow for dogs to remain in vehicles whilst travelling on the slower ferry to the UK.
Those who have booked a pet cabin will be eligible for a refund upon request, and DFDS is now working with The Kennel Club of Jersey to establish a set of guidelines for passengers wishing to bring their pets onboard.
The Kennel Club shared a statement on social media on Tuesday afternoon that read: “I am overjoyed to announce that I spoke to Chris Parker from DFDS yesterday evening and DFDS are going to be changing their current pet policy and will be mirroring the service we receive currently from Condor.
“This will allow dogs to remain in the cars and vans once again on all routes or have the option of travelling in pet cabins or the pet lounge.”
Further adjustments from DFDS include the removal of bicycle charges from the booking system, with refunds available to those who have already paid.
Caravans can now be booked online.
DFDS also confirmed the introductory discount for bookings made before 27 March will be modified to benefit customers travelling from UK ports.
In a statement, the ferry operator said: “These changes reflect DFDS’s promise to review and enhance its services following feedback, and its continued commitment to work with the community to best serve the island.”