I am a frequent DFDS customer on the Dover–Calais route and have generally been satisfied with the service. However, during my crossing on 23 May, departing at approximately 16:40, I had a disappointing experience with a member of staff at one of the onboard cafés. Around halfway through the journey, I purchased a coffee and was served by a young employee who was friendly and professional. However, about 20 minutes before arrival, I returned to buy two espressos. Another staff member refused to serve us, stating that they were “preparing for the next passengers.” As the order only consisted of two espressos, I found this explanation difficult to understand. We travel on this route regularly and have often been able to purchase drinks much closer to arrival without any issue. The coffee machine did not appear to be shut down, and there was no clear reason why service could not continue. What disappointed me most was the attitude of the staff member. The response felt dismissive and somewhat sarcastic, as though our request was unreasonable. This came across as unprofessional and left a negative impression of what is otherwise usually a pleasant journey. I hope DFDS will remind staff that customer service remains important until the end of the crossing and that passengers should be treated courteously, even when services are preparing for the next sailing.
