Is the Web best for a smooth crossing?

Web check

Is the Web best for a smooth crossing?

Jane Archer pits travel agents against the Internet when she books a short-sea crossing

TRYING to book a ferry crossing or Eurotunnel ticket should be easy, whether it be through a travel agent or via the Internet.

However, attempts to get quotes for travel by ferry from Dover to Calais, or from Folkestone to Calais through the Channel Tunnel, showed that this is not always the case.

Neither the trade nor the Internet proved to be 100% reliable as a way to book short-sea ferry tickets. But while it was often slow, the Web definitely had the edge over agents’ lack of interest in selling anything other than a standard ticket.

Get your facts right

The first agent contacted said the agency did not sell either ferry or Eurotunnel travel unless it was booked with accommodation.

Then she actually said it was cheaper to go direct and gave a telephone number to ring Eurotunnel.

However, that proved not to be the case. An independent agent took details of the required Eurotunnel crossing and phoned back with a quote for £132, less than the £147 quoted over the Internet.

She had warned it would take a while to get the quote. It actually took two hours and although she did apologise, that would have been long enough for most people to have got fed up and book over the Web anyway.

But the Internet is also offering some good deals. A quote from the ferry.co.uk booking pages on P&O Stena Line’s Web site came out at £97 including the Club Plus premium product, which combines priority loading and use of the Club Class lounge. An agent who was asked for a quote for a crossing for the same dates came back with £135.

The chance to upgrade to Club Plus was not even mentioned, despite the fact it would have earned extra commission.

On top of that, it took 10 minutes for the agent to get the quote and call me back, against three minutes over the Internet.

Time factor

It was the same story with Hoverspeed, although just to get a quote on the Internet you have two pages to click through, laboriously filling in details about the car, including size and registration number, and the type of fare required.

There are then another two pages to go through to choose crossing times if the times you specified at the start were not available.

Unless you are a timetable expert, that seems a likely occurrence.

Two attempts did not work and the Web site was unable to give a quote. The third time was quick and came back with £145. The on-line booking section then asks customers if they want to upgrade to the premium 1st product. That added another £40 to the price – £10 each way for two people.

An independent agent contacted phoned back with a quote of £250 after 80 minutes. She made no mention of Hoverspeed’s premium 1st product, again missing the chance to upgrade a client and earn extra commission.

www.eurotunnel.co.uk

Home page

There is a lot of information here as Eurotunnel uses the home page to highlight company news or offers. There is a button to find out about the destination guides and order free copies. There is also a ‘button’ to click through to details on the journey and others to check out the savings to be made by shopping in France and booking on-line.

Information given

This explains how the service operates whether you are travelling by car, coach, or with a motorbike. Also details Hertz’s Le Swap product, the shopping and eating options at the Eurotunnel terminals and Points Plus loyalty scheme.

Ease of use

With so many flashing ‘buttons’ on the home page it is difficult to know where to go first for information.

On-line booking facility

Yes. It took five attempts to get connected but the quote came back fast.

Special features for agents

The home page has a section for agents to fill in their account number and password for on-line bookings.

Overall impression

Too much information and too many flashing and moving parts.

www.posl.co.uk

Home page

This was a nice clear page outlining P&O Stena Line’s service and with ‘buttons’ to either get information, make an on-line booking, or to get freight details and news.

Information given

There was lots of information about the ships and the on-board facilities and services, such as the premium Club Plus product. There are details about the restaurants, with sample menus, and an area to register for the Voyager scheme. Also included is a ‘When in France’ section with a routefinder, driving tips and what to do around Calais.

Ease of use

You have to do a lot of clicking through the pages to get the information, but it is very easy to find your way around and everything is well signposted.

On-line booking facility

Yes. This was confusing as there is P&O Stena Line’s own on-line booking form and also another booking form by clicking the ferry.co.uk ‘button’. This gives ‘today-only’ prices – it quoted £97 against P&O Stena Line’s £160.

Special features for agents

None.

Overall impression

Good site. Easy to use. Plenty of information.

www.hoverspeed.co.uk

Home page

A very busy home page with a banner highlighting Web booking discounts and shopping offers. From here you can go to travel, shopping, information and offers.

Information given

The travel ‘button’ has subheads covering fares and schedules, pet travel, details of the premium 1st product and destination information.

Ease of use

Well signposted. Useful short cut to the on-line booking area.

On-line booking facility

Yes. You can book all of parent company Sea Containers’ routes on the site.

Special features for agents

These will be coming soon. There is an address for agents to e-mail – database@hoverspeed.co.uk – so the agency can be set up for Internet access.

Overall impression

There are too many moving parts on the home page, which I didn’t like. And there were too many pages to click through just to get a quote. There is a button to click if you want Hoverspeed to call, which is a nice feature.

www.seafrance.co.uk

Home page

SeaFrance has gone for a lot of words on its home page, highlighting different pages on the Web site and providing navigation to on-line booking, services and facilities, schedules and a guide to France.

Information given

There is a lot of detail about the ships and their on-board restaurants and facilities. The SeaFrance guide to France is packed full with information. It includes tips on driving, holidays in France and there are even wine, cheese, patisserie and also restaurant guides.

Ease of use

Easy to find your way around, but the wordy home page does mean you have to stop and think about where you want to go. Once into the booking form, I could not get back to the home pages.

On-line booking facility

Yes. Quick form to fill in which produced a quote in seconds, detailing the price and the type of ticket. Short booking form to fill in if you accept the quote.

Special features for agents

None.

Overall impression

Good site, especially the information on France. You really feel this is the French expert.