Welcoming 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 Head of Customer Experience, who will be in touch within 10 working days of receiving your letter.
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.
