Stena Line Group 

In this day and age, we’re all too quick to criticise companies as customer service seems to be a thing of the past but occasionally we need to remember to compliment companies when they do things well.

I had reason to contact Stena Line about a discount I had been given following a cancellation of a previous service. I couldn’t find the email they had originally sent but rather than come back with ‘there’s nothing that can be done’ they located the original discount and sent me the code again. Considering this will save me over €300, that’s a very decent gesture and should be acknowledged.

It’s a shame Airlines aren’t as forthcoming with refunds etc.

Customer service is non existent and they won’t engage.
Also bought a triple egg sandwich with just 2 slices of egg! Can’t figure out why it was a triple.
Poor score for a reason, consistently!

Had the misfortune to travel on the Stena horizon from Holyhead to Dublin I would doubt there is a worse ship sailing on any sea in the world at the moment a 3rd world vessel that is not fit for purpose I would advise anyone who is thinking of booking this ship to look at Irish ferries as this ship is disgusting,when I tried to change ship with Stena they wanted 149 sterling to change all I can say is wow you have lost a customer for life

Thoroughly enjoyed the return voyages Birkenhead - Belfast - Birkenhead on 21 -22 March last. Embarking and disembarking was painless. Ship immaculate, very quiet. Service excellent, cabin also immaculate, facilities first rate.
Restaurant staff very helpful, polite and knowledgeable. Food was excellent - vegan chicken salad and chicken burger were really nice, substantial helpings and freshly prepared.
However, the chicken - vegan and real chicken - didn't live up to the rest of our experience. The staff didn't argue about our assessment, and were very equable about the criticism. It was obvious that they were doing the best - a very good best - they could with what they had to work with.
The vegan chicken particularly wasn't good - having tried tripe once and regretted it, I had flashbacks with overtones of cured leather -texture and taste - while eating.
With this caveat, overall a thoroughly enjoyable return trip and I look forward to future voyages.
Nic Kyle

Travelled on the Stena horizon
Can honestly say it was a dreadful experience
No lounge available on this ship
Had to book a cabin and thankfully I did as there were no seats available
Was asked to vacate the cabin at 18.55 but we didn’t dock till 20.00 and had to stand as there were no seats available
No sandwiches or light refreshments on this boat and the queue to the cafeteria was so long most people gave up
The duty free was almost none existent
I would say if it’s not essential to travel give the Stena horizon a miss

Absolutely Appalling

Resenting upcoming changes to their loaylty scheme, particularly as you get the usual spin "introducing a refreshed and rebranded programme designed to enhance your travel experience and reward your loyalty", when in fact they are, as usual, diminishing the scheme by increasing (massively) the points thresh-holds for benfits. As disingenous as the next money-grabbing company.

From their email (btw, they are not 'adjusting', they are 'increasing', more spin):
"From 3 June 2025, we are adjusting the points needed to reach and retain Gold.

Updated tier thresholds:

To qualify for Gold, you’ll need to earn 7,500 points within a 12-month period. This has increased from 5,000 in the UK, and from 6,250 in all other regions.
To retain Gold, you’ll need to earn 15,000 points within a 12-month period. This has increased from 10,000 in the UK, and from 12,500 in all other regions.

Thanks to Janette and Chelsey for help resolving an issue. Thanks to the team at Stena House as well.

Two ferries cancelled, the fist with plenty of notice the second 20 mins after check in was supposed to have started. No offer of any refreshments or rest area. They blamed the weather! We were port side and could see the sea was calm and the weather apps showed clear sailing. Irish ferries were still sailing on both occasions on the same route.
Stena seem to use the weather excuse as their get out of jail card. When we did finally get on board on the third attempt there was hardly anyone on it; make up your own mind as to why the first two were cancelled but it would seem obvious.
Thanks to Stena we were 24hrs behind on our short visit to Ireland, lost the cost and use of the hotel that we had booked in Ireland for the first night and with only a 50% discount on the next booking offered, as if you would trust them again.
After all the years I`ve used Stena with their service level failing, I think its time to say goodbye and hello to another operator who is more reliable.

Leaving a middle of the road review here as I used the Cairnryan-Belfast service a couple of weeks ago. The boarding process was excellent, the ship facilities are excellent but my gripe is that they aren't upfront with call charges when onboard as you are using some kind of maritime network. I received a 6 minute call whilst I was on board and charged over £12 for the privilege. Scandalous!

Someone broke into my car on the return journey from Rosslare and stole a fishing rod

Had a great trip over to Belfast on Friday the 14th of Feb, Trudie in the stenna plus lounge was fantastic, saved me with a phone charger and couldn’t have been more friendly and helpful a really credit to Stenna.

Prices are now getting ridiculous. £75 for a cabin on the Belfast to Liverpool ferry is extortion, you would pay less for a decent hotel, on land. The tickets themselves have also jumped up in price. When flying direct is quicker and a fraction of the price it's a no brainer. Foot passengers being charged £60 for a one way is a joke.

Avoid if at all possible!! Stena's fares are extortionate, they regularly run behind timetable and one of their staff on their ship actually told me that the company does not care about inconveniencing the general public customers, they only care about freight - which is probably why they are so frequently late. They are a disgrace.

Absolutely fantastic service from Theo. Went above & beyond to accommodate our needs.
Thank you Theo!

Used my Tesco Clubcard points to convert into Stena vouchers and with the vouchers the crossing was £217, without using them it was £202, what a con. A great use of £20 in voichers. Talked to Stena customer services and they said yes they get lots of complaints about this, they could not help, even after 25 years of being a customer, never again, avoid. Eurotunnel play fair and take it off your total without inflating the price first. Shame on you Stena.

Absolutely wonderful staff I travled from Limerick walled from hueston station dublin to the Dublin port the two lady's at the front desk were unbelievable I don't have names but I travled on the 27th manged to get me on as foot passenger helped me with vouchers payments and got me all the way to Manchester the women who booked my ticket went well above and beyond to get me on my journey I can't express how grateful I am to the women behind the desk and the generosity of such a wonderful member of staff and kept smiling through the heap of work they clearly had to get through organising the departure of the boat and booking my ticket feeding me wonderful fish and chips ill be forever grateful 🙏 thank you stena line and especially the women behind the desk as I said I don't have name just know travled on the 27th of January on the 22:00 ferry I really hope the company can reward them for this as I was foot passenger I would of had to wait for nearly w days over the ferry being backed up meaning I would of been at the dock for this time so once again thank you 😊

Worst customer service and very badly handled company. Boat was delayed about 4 hours and they gave a €5 voucher

Lazy kitchen people.
Half hour before we arrive they don't whant to make breakfast because we are arriving soon in to the port