Stena Line Group 

Currently sat in the carpark waiting to board with vehicle - they have let on half the vehicles over an hour ago, then notice to say the ferry is delayed by an hour (no other explanation) and we have been left here. Check in opened at 19:30 so for some of us we have been sat for 2.5 hours whilst others have been allowed on to have dinner and check into their cabins a absolute farce of a company

Called to cancel a booking my father had made.
He had a stroke 6 weeks ago and we are having to reschedule and cancel his business bookings.
Very rude and sharp customer adviser, Beth Ann I think her name was.
No understanding or compassion to the situation. My father obviously cannot speak or have the mental ability to chat to someone about a booking. Explained this to which she said fill in a form online to which I said surely il be doing that so what’s the difference??
Absolutely stupid behaviour
Needs retraining in customer service

Took ferry from Harwich to Hook of Holland on 23.00 sailing on 22 December 2024. Ferry was very modern and cabin was very clean and spacious. We put our dog in the kennels and she was ok for the night.
We had 4 problems that would probably affect our future use of Stena line ferries.
1. The step ladder to the top bunk had very narrow steps and it was difficult to use in bare feet. It was very sore to the feet, they should have been atleast twice the width. Someone from Stena should try using the seps in bare feet.
2. Breakfast was a disaster, Stena should go on their competitor ships and compare. Taking the orders first and payment then serving just delays the process. There were about 4 servers waiting for the next customer to give his order, with only one guy taking the orders. Surprised we got served before end of breakfast.
3. Could not order a coffee only had to buy a coffee and juice, which was extra and I did not want a juice
4. Departure in Hook of Holland was quite slow but expected I guess. What was not expected was the hour wait to get through French passport control. Why they could not do it before boarding the boat like on other ferries. This one point will probably stop me using this route again

I had room 9903. The lock on the inside of the bathroom had dissapeared. The main lamp in the room almost didnt work. The TV didnt work.

00.30 sailing Belfast to Cairnryan has two vehicles to shift HGV containers. Moving one every ten mins. Already a hour late. It’s now 0020 and we are stuck on the lane, waiting. Very poor management. And this is after a number of cancelled sailings.

I would just like to thank Jackie who helped me and my family get our boat home for christmas this year. We are honestly so grateful for your help today and the world needs more people like you so kind, considerate and very helpful all while making me laugh in between the stress. Thank you from the bottom of my heart

Trying to cancel my booking for the ferry from Holyhead to Dublin due to storm damage. I am unable to access the booking on line. Call the Company. After hitting all the buttons and listening to all the nonsense it tells you that they are dealing with other travellers. Then instead of allowing you to hold or allowing you to go into a queue it tells you to ‘try again later’. and drops the line!!! Have now called a total of 6 times all at my own cost. If I could cancel it on line I would

The original boat was cancel. And I need to take another boat that spend 4 hours longer. At that day, they call me the boat will depart 1 hour earlier, I rush to the terminal. And on the boat, it delay 4 hours to get arrival. The off loading of vehicles is extremely lack of efficiency. Will not take twice forever. Totally bad trip

Amazing experience on board with the staff sailing from Belfast. From boarding to bar staff everyone was sooo friendly and chatty. The customer service was outstanding. Big shout out to Peter and Luke at the bar who kept us hydrated and entertained.

Rosslare boat 7 hours late, no communication , been travelling with Stena for 40 years , Gold member but if not properly compensated I will never travel with the again.

What went wrong everything. Nothing but delays, you couldn't run a tap let alone a ferry company
. Pathetic

I think its a disgrace the food that freight driver get served, from soggy half cooked chips to meat that will have u running for a toilet after consumption, the breakfast in the morning is shocking, the sauages must have been cooked under the sun as theybr still white, bacon is just pure fat, the lowest quality food on all stenanline vessels.
I'm.on a selection of the boats from Cairnryan to Birkenhead, embla, edda and super fast, stena line should be ashamed of the food they serve freight drivers.

The email updates to let you know what happening are not happening!

We were meant to be travelling Tuesday and we got an email to say this was cancelled, but then they cancelled again and there was no email.

And after 2 cancellations, you should be able to rebook. How many days holiday to expect people to have?

UPDATE: After phoning they did their best to sort out the situation.

We are several days on from the bad weather and Stena say they are catching up. We are sat in a que for an 8.15 sailing that isn’t likely to be until 4pm. Stena hide behind recorded messages but say they will support customers if delayed more than 90 minutes. Well 420 minutes later no one from Stena has even shown up and the bloke at the gate (Port services not Stena) is sitting in his hut by a warm electric fire and his 4th cup of tea since we have sat here. No updates since saying the ferry had docked which we knew 2hrs earlier as we can see it but not board it!

First, our travel was cancelled due to a storm in the Irish sea. That we can understand since nobody can control the weather and it's a safety concern. The real problem is the way this joke of a company dealt with everything:
1) No communication was given: if it wasn't for my experience in things going wrong, I would not have checked and double checked the travel information. I only came to know about the cancellation through the website. Why care about the customer, right?
2) The customer care was nothing short of humiliating. I booked a pet cabin to cross with my dog, and the agent - who by the way helped with NOTHING apart from asking very rudely what I wanted from him after confirming the cancellation - was overly sarcastic and thought it was actually a bit funny that pet cabins were sold out for the next weeks.
3) No accomodating or searching for alternatives: since we don't have a car, have a pet, and depend on this travel mean to cross between Ireland and England, the very minimum would be finding us a good alternative. Now I am here, rushing against time, doing THEIR job trying to find an alternative for my family.

Stena Line, it's very tyring to deal with you. I hope people wake up some day and decide to take you collectively to court, maybe you would learn to treat people with an ounce of respect.

I recently travelled from Holyhead to Dublin. The train was cancelled due to an incident near Chester. It was anticipated that we would miss the 1445 sailing and I called the customer service in Holyhead. They were amazing. Keeping us informed and offering solutions for a worst case scenario. We actually arrived in Holyhead just 15 minutes before sailing. Stena was aware and had held the ferry. They had all foot passengers (including Irish Ferries passengers) through and on board with a departure delay of only 10 minutes. I travel frequently on this route and have never had any problems. It was amazing to experience how the company can handle a situation and offer an exceptional service. Well done Stena and thanks to your great staff !

Worst sandwich ever, poor selection, expensive, soggy and inedible tuna and sweetcorn , truly awful

Harwich - Hook of Holland - cabin very comfortable - at 5:30am - a full 90 minutes before arrival the cabin lights are turned on and a very noisy announcement is made about the restaurant and shop being open, repeated 20 minutes later. totally ruins the whole experience and the whole of the next day ruined

called to check if you can take a car on their ferry on the route i needed (UK-HOLLAND), their customer service agent tells me there are no routes, despite their website allowing me to book.

her tone was so dismissive and condescending that i suspected she was on her period.

Our experience with Stena Line on two separate journeys left us deeply disappointed and concerned over the standards of service, especially regarding cleanliness and the handling of pets.

In our first experience, we reserved a kennel for our dog, expecting a safe and clean environment. Instead, we found the kennel to be in a run-down and dirty state, with some other kennels even missing doors. The situation took a turn for the worse when, upon arrival at the Belfast port, the kennel lock malfunctioned, preventing us from retrieving our dog. There were no staff members available to assist us immediately, and we struggled for an extended period until we could find help. Even with assistance, the door could not be opened without force, requiring a team effort to free our dog, who by then was extremely distressed and had injured his paws from pawing at the door. As paying customers who entrusted Stena Line with our pet's safety, this traumatic experience was unacceptable. The poor maintenance of the kennels, combined with the absence of immediate support, created a hazardous and distressing situation for our dog.

Our second experience involved a cabin that fell far below acceptable cleanliness standards. Upon entering, it was clear that the floors needed thorough hoovering, as dust and debris were visible. Worse still, we found mascara marks on the bed linen, indicating a lack of proper laundering between guests. Most concerning was a razor blade cover left on the bed—a potential safety hazard that highlighted the cabin had received only a cursory cleaning.

On both occasions, we raised formal complaints with Stena Line, expecting a prompt response. However, we have had to prod them repeatedly for updates, and both complaints remain unresolved. This lack of responsiveness has only added to our disappointment.
These experiences have severely impacted our view of Stena Line’s service quality. Basic cleanliness, reliable care for pets, and efficient complaint handling are minimal expectations, and the failure to meet these standards is both disappointing and unacceptable. We expected far more in terms of safety, hygiene, and support