Keith Greenfield with customerWelcoming your feedback

We want your help to improve our service to be the easiest way to travel with outstanding customer service – that’s why we guarantee to deal with your feedback within five working days.

We welcome your thoughts on Wightlink and are committed to dealing with you fairly.

What to do

So that we can help you, please provide as much information as possible within ten days of travel. There are some prompts below.

Helpful information would include date, time, location, details, any action taken at the time and any action taken since.

How to do it

Email our dedicated team at feedback@wightlink.co.uk

Or write to:

Feedback
Wightlink Ltd
Gunwharf Road
Portsmouth
PO1 2LA

What happens next

We will:

  • Electronically store your feedback in accordance with data protection legislation.
  • Not use your data for marketing purposes.
  • Not share your details with staff you feel have let you down.
  • Will deal with your feedback within 5 days, please allow a few more days for weekends and bank holidays.
  • Let you know your feedback has been received with an automatic acknowledgement.
  • Let you know if we need more time to consider your feedback.
  • Look at your feedback fairly, we don’t take sides.
  • Suspend legal or debt recovery action while an issue is being investigated.

If we haven’t been able to help you

We’d be disappointed but you can contact our Operations Director who will be in touch within 10 working days.

If you’re still unhappy you can contact ABTA:

31 Park Street
London
SE1 9EQ

We have other formats too

Our feedback guarantee is available in recorded format, to view on our website or you can request it in writing, including braille.

Our feedback team are here to help you so please treat them nicely.

Low vehicles (LV)

Up to 5.00m long
Up to 2.24m high
Cars, small vans and any other vehicle up to 5m long
high vehicles isle of wight

High vehicles (HV)

Up to 5.00m long
Over 2.24m to 4.2m high
Cars, small vans and any other vehicle up to 5m long
high vehicles isle of wight

Low passenger vehicles (LP)

5.01m to 15m long
Up to 2.24m high
Longer cars, pick-ups built on a car chassis, passenger vehicles with up to 7 seats and specially adapted disabled vehicles, 5.01m to 15m long.
low passenger vehicles isle of wight

High passenger vehicles (HP)

5.01m to 15m long
Over 2.24m to 4.2m high
Longer cars, pick-ups built on a car chassis, passenger vehicles with up to 7 seats and specially adapted disabled vehicles, 5.01m to 15m long.
high passenger vehicles isle of wight high passenger vehicles isle of wight

Low motorhome (LM)

Recreational vehicle 5.01m to 15m long
Up to 2.24m high.
Recreational vehicles built or adapted for sleeping which include fitted seating and kitchen facilities.
low motorhome vehicles isle of wight

High motorhome (HM)

Recreational vehicle 5.01m to 15m long
Up to 4.2m high.
Recreational vehicles built or adapted for sleeping which include fitted seating and kitchen facilities.
high motorhome vehicles isle of wight

Low commercial vehicles (LF)

Commercial vehicle 5.01m to 7m long
Up to 2.24m high
Vans, pick-ups, trucks and other goods vehicles designed to carry heavy loads 5.1m and longer and have not been specifically constructed or adapted for the carriage of passengers.
high passenger vehicles isle of wight

High commercial vehicles (HF)

Commercial vehicle 5.01m to 7m long
Over 2.24m to 4.2m high
Vans, pick-ups, trucks and other goods vehicles designed to carry heavy loads 5.1m and longer and have not been specifically constructed or adapted for the carriage of passengers.
high passenger vehicles isle of wight

Freight rigid (FR)

Freight vehicle 7.01m to 12m long
Up to 4.2m high.
Single chassis freight vehicles designed to carry heavy loads.
low freight vehicles isle of wight

Freight artic (FA)

Freight vehicle over 12m to 19m long
Up to 4.2m high.
Tractor-trailer freight vehicle up to 44 tonne GVWR with a split chassis or separate unit designed to carry heavy loads.
high freight vehicles isle of wight

Minibus (MINI)

Passenger vehicles 5.01m to 8m long
Over 2.24m to 4.2m high
Passenger vehicles with 8-17 seats.
high passenger vehicles isle of wight

Coaches

Because we need to know additional information for coach bookings such as loaded and empty passenger numbers, please visit our Coach page to make your booking
high passenger vehicles isle of wight

Motorcycle/trike/quad (MC)

Vehicles up to 3.5m long.
Motorcycles, Motorcycles with sidecars, three or four wheeled personal powered tricycle, TWIZY or quad bike up to 3.5m long.
low freight vehicles isle of wight

Bicycles and mobility scooters

Mobility Scooters must be battery powered.
Electric bikes must retain the ability to be pedalled by the rider.
Pushbikes, e-bikes and battery powered Mobility scooters travel free of charge when a customer purchases a foot passenger ticket.
No need to book separately.
high freight vehicles isle of wight