Red Funnel CEO apologises for Southampton to Isle of Wight ferry delay

She gave the update on Sunday afternoon after hundreds experienced major delays following cancellations to Red Funnel’s service on Saturday (March 16).

In a statement, Fran Collins, CEO of Red Funnel, expressed regret over yesterday’s travel disruptions affecting hundreds of customers commuting between the Island and Southampton.

Collins has acknowledged the inconvenience caused and extended apologies on behalf of the entire Red Funnel team.

The Red Funnel CEO came under fire from Island MP Bob Seely, who described Red Funnel's service as "simply not good enough," on X on Saturday.

"We wish to apologize on behalf of everyone at Red Funnel for the disruption experienced by many of our customers travelling between Southampton and the Isle of Wight yesterday," stated Collins.

"We know that this level of service is not acceptable to the Island, and nor is it aligned with our own standards."

Red Funnel staff ‘worked tirelessly’ to rectify the issues and support passengers, said Collins.

Here's what Red Funnel and Wightlink say about compensation due to delays and cancellations.

Read more: How can I claim compensation from Red Funnel and Wightlink ferries?

Passengers impacted by the disruption are encouraged to claim compensation by completing the form on Red Funnel’s website or by calling the company’s contact centre directly.

Additionally, pre-booked passengers on affected vehicle ferry sailings will be contacted and offered vouchers as a gesture of recognition for the disruption to their travel.

Compensatory extensions will be offered to Red Jet season ticket holders and customers using ticket books.

Passengers holding specific dated tickets affected are advised to contact customer service (customerservices@redfunnel.co.uk).

Red Funnel were called into question by an IW East MP candidate amid ‘frustration’ and ‘fraying tempers’ due to chaos at the Southampton terminal on Saturday.

Isle of Wight East MP candidate Vix Lowthion is among hundreds who have been stranded today (Image: Vix Lowthion)

During yesterday’s chaos, Red Funnel staff issued vouchers for hot and cold drinks to customers stuck at the ferry terminals.

Looking forward, Collins assured passengers that the vehicle ferry service is now running to its timetable schedule, with 12 daily crossings planned for the upcoming week.

An alternative service between Cowes and Southampton, with an extended crossing time of 50 minutes, will be provided on Monday due to 'technical issues' with Red Jet craft. 

Hovertravel and Hoverbus services will accept Red Funnel tickets for travel between Ryde and Southsea until the Red Jet service resumes operation.

Collins concluded the statement by expressing gratitude to customers for their patience during this challenging period, pledging Red Funnel's commitment to returning to a normal timetable as safely and as quickly as possible.