Improving the Baltics customer experience

How about starting your voyage with the scent of fresh brewed coffee? Recently, our coffee supplier on the Baltic routes, Vero Coffee, visited our ferries to train the crew in the way of a barista. The guests are also offered to purchase the DFDS branded packages of coffee beans also supplied by Vero Coffee. It is a new and unique cross-selling opportunity. In addition, this autumn, Linas Lesauskas from the Baltic Onboard Sales team is bringing new variations to our ferries, such as Cherry Mocca or Spiced Chai Latte.

How about some chocolate?
Robertas Kogelis, Director of Terminal Operations & Onboard Sales, says: “Goda Baltuonė, Baltic Retail Category Manager, invited DFDS crews and shore staff to visit the chocolate factory, Rūta, who supply us with chocolate. We learned about the production and tried to make it ourselves without eating it all in the process. This gave the shop assistants from our Baltic ferries a better insight into the product that we can share with interested passengers.”

Our colleagues learning to make tasty chocolate at the chocolate factory, Rūta. No golden ticket needed.

Safety – always the highest priority
“It’s great to see that we are able to educate our crew to improve customer experience, however, our highest priority will always be to make our passengers feel safe. It is now mandatory to wear masks onboard DFDS ferries, so in addition to plenty of options to sanitize and maintain social distancing, we now offer DFDS branded face masks for those who need it” says Robertas

Showing off the new DFDS branded face masks.

“We carry fewer passengers and drivers on our Baltic ferries compared to the same period last year, however our Shop/Retail revenue remains strong. Spend per guest onboard in the stores has increased by 25% vs 2019, which is a remarkable achievement and it proves we offer the right travel retail product mix for our customers”

September 17, 2020