What do drivers want, and what’s going wrong? – Ferry crossings in Europe.

We asked a dozen drivers from different companies to share their experiences with booking ferry crossings. They all agreed on one thing – time spent on board is an opportunity to rest and use sanitary facilities in comfortable conditions.

At the same time, drivers eagerly spoke about the dark side of ferry transport. It turns out that the organization of the trip and communication do not always go as expected – and these unforeseen events are the true test of the ferry agency’s customer service quality. Let’s give the floor to the drivers.

The agent sold the ticket – now it’s your problem, Driver!

Until the reservation is made, communication goes smoothly – the agent helps choose the optimal route and prepares an offer. The driver books the crossing, and from that moment, the quality of service drops sharply.

The customer writes to ask for required documents, poses a key question for the crossing – and very often receives vague or delayed replies, leaving the driver unsure whether everything is in order. Unfortunately, this happens frequently, causing stress and disrupting smooth execution.

“Often, transport companies contact us in emergency situations – urgently needing a ferry late at night, left alone by another intermediary.”

Andżelika Bronk

Ferry Operator

Hello! I’d like to cancel the ferry. Can anyone hear me?

Sudden port changes or delays are common in transport. Canceling a crossing on time helps avoid unnecessary costs. But what if the driver sends a cancellation request and hears nothing back? Has the request been processed? Drivers told us that replies were unclear – or never came at all – unlike the reminder to make payment.

This shows how important real-time responsiveness is. A contact form or silent inbox won’t do.

“I know that when I urgently need something, someone at Visline will pick up the phone and help me. It definitely gives me peace of mind.”

Adam Selonke

Experienced Driver

A lottery: will they let me board or not? – The fast pace of changing regulations

Many ferry agents wrongly assume their clients always stay up-to-date with regulations. There have been cases where drivers were denied boarding due to missing documents.

A customer who had no problem boarding two months earlier suddenly faces new requirements at the port – without any prior warning. Worse, in a crisis, the driver can’t rely on the agent, who simply “sold the crossing” and now leaves them on their own. That’s why working with responsible intermediaries is so valuable.

“My rule in working with clients is simple – help! The driver has the right not to know, and it’s my duty to inform.”

Anna Kreft

Ferry Department Manager

What do drivers want?

Based on interviews with drivers, here’s what to look for in a ferry partner:

• 24/7 access to a ferry coordinator. Ideally by phone or messenger – and handled by a real person, not a poorly programmed bot.
• Support from an advisor who explains which documents and procedures apply, and what to watch out for.
• An empathetic advisor who makes sure the driver is truly ready for the crossing.
• Proactive support in choosing the best option, especially on less frequent routes where the advisor’s insight can ensure timely delivery.
• Comfortable onboard conditions. Not all agents ensure the driver can truly rest. A good advisor will recommend a connection with a single cabin (if available), a quality meal, and clear boarding instructions.

We understand drivers.

Selling a ferry crossing is one thing – making it smooth and worry-free is another. We’ve taken on this challenge, talking to drivers and listening to their needs. Try ferry crossings with Visline – with coordinators available day and night to support and advise you.