And then they surprise you…
Not 15 minutes after I submitted my letter online, I got a call from Ferries. The woman I talked to has given me her direct line, and when we return from our trip she will refund whatever reservation we didn’t use.
She’s also going to look into the policy because she things it’s a bit strange. She mentioned the rule of not honouring the reservation is mostly there for commercial vehicles.
We still have the problem of what to do in the future as there is no guarantee the height will be exactly the same each trip, but she said she’d chat with me about that when I phone her back.
I must say I’m impressed with how quickly they responded, and with how apologetic she was.