Reliability, affordability and future investment were among the key issues discussed by Island residents and Red Funnel bosses at the ferry operator’s latest Customer Forum.
The session, led by Red Funnel CEO Fran Collins and members of the company’s leadership team, allowed customers to ask questions, raise concerns and suggest improvements to the cross-Solent service.
Topics discussed ranged from affordability and accessibility to reliability, punctuality, customer communications, digital improvements and future investment.
Red Funnel told those attending that reliability remained consistently above 98% across all of its services, while outlining ongoing investment in essential maintenance aimed at strengthening the performance of its fleet.
The ferry operator also discussed work to improve communications with passengers, including clearer travel updates, improved digital information and more proactive support during periods of disruption.
Fran Collins, CEO of Red Funnel, has said:
“Our Customer Forums are really important to us. They give us the opportunity to have open and honest conversations with people who depend on our services every day, and help us understand what’s working well and, importantly, where we can do better.
“The feedback we receive plays a vital role in shaping the improvements we’re making across the business, and we’re committed to keeping the conversations going.”
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Red Funnel says feedback from previous forums has already resulted in a number of changes.
These include the introduction of Frequent PrePay, designed to give regular travellers a fixed-price travel option, as well as clearer dietary information on online menus and improvements to customer travel updates.
A trial of 24-hour vending facilities has also taken place in Red Eagle’s pet lounge following customer feedback.
The forums have also prompted a trial of a digital version of the company’s Big Book of Savings.
Under the trial, Island residents signed up to the Red Funnel newsletter will receive early access by email to 2 offers from each edition, using unique single-use voucher codes before the printed Big Book arrives through their letterbox.
Customers will still be able to use the offers contained within the printed edition.
Meanwhile, a customer tasting panel is in the early stages of development, with feedback set to help shape future onboard menus and food choices.
Island residents interested in attending a future Customer Forum can contact [email protected].
