Avoid, if at all possible.
My boyfriend and I planned an anniversary weekend on Block Island for Aug 14-16, departing from New London via the Block Island Express. We booked Friday 8:30am tickets several weeks in advance, but considering the 4-hour drive ahead of us, we decided to leave NYC on Thursday evening and stay overnight at the local Holiday Inn.
Fast forward to Friday morning. We wake up at 7am, shower, inhale a quick breakfast, and haul our bags down the street for the .3 mile trek to the ferry. We could see our ferry slowly approaching the dock as we rounded the corner, and once we made it across the parking lot, I went straight to the ticket booth to retrieve our paper boarding passes from an agent. This was 8:21am. Plenty of time to spare, I thought, as the ferry hadn't even begun boarding yet, and proof of pre-payment was in my hands.
Wrong.
Before I could even make it to the ticket window, I was approached by a rather boorish-looking, short-haired older woman clutching a clipboard. Irritable in tone, her first words were to bluntly ask whether I had a reservation. I did. "Your reservation has been cancelled. See an agent to book yourself on the next ferry."
Sorry, what? I tried to politely explain that I already paid for my tickets, but she quickly turned her back to me and ignored my questions. I called my boyfriend over to help remedy the confusion. We were told that there was a long list of customers on standby who would be given priority over us, despite us standing right there, ready to board. There was no chance of making it on this ferry, she told us. We'd have to wait until the 11:30am ferry, three hours later.
When employee #1 grew tired of dodging our questions, she sent employee #2 over--a gangly, self-important twit of a man--to tell us that we were close to being "banned" from riding the Block Island Express entirely. I believe he called my boyfriend a "punk" at one point... a juvenile and forgettable insult, but wholly unprofessional.
As we stood there in the parking lot with our bags, we watched every last passenger board, wondering WTF just happened.
I will spare you further details of this company's horrendous customer service. Ultimately, we decided to drive the 50+ minutes to Rhode Island and catch the next boat out of Point Judith via Block Island Ferry. Aside from the extra hour this ordeal tacked on to our trip, I'm happy with our overall end result. Our experience in Pt. Judith was nothing short of pleasant, professional, and efficient. Narragansett, RI is a lovely little town and it was fun to check it out, albeit quickly. We also made it to beautiful Block Island only 30 minutes after our New London ferry was scheduled to arrive (a small, but satisfying victory).
Those who live in the New London area may feel compelled to patronize this business, but I'd strongly advise all others to go the extra mile (okay, 50 miles) to Rhode Island instead. read more