Case Study: P&O Ferries reduces compensation claims and improves customer satisfaction with Textlocal SMS

Keeping drivers updated en route to their destination

P&O Ferries, a leading UK ferry operator carrying millions of passengers and vehicles each year, needed a fast, reliable way to keep drivers and customers informed after changes to EU Passenger Rights legislation made timely updates essential. Onboard tannoys were often too noisy and email had limited reach—an issue highlighted when over 7,000 vehicles were left waiting to board—so P&O turned to Textlocal to deliver SMS updates via Textlocal Messenger and its APIs.

Textlocal implemented an SMS-led communications programme run by P&O’s Customer Communications Team, sending live traffic alerts, mobile web pages, offers and surveys and automatically publishing tweets via Textlocal APIs. The results speak to measurable impact: P&O doubled SMS usage year-on-year to about 1.5 million messages, grew Twitter followers from zero to almost 20,000, reduced compensation claims, and improved customer satisfaction and Net Promoter Score by keeping customers informed before they reached the port—demonstrating Textlocal’s effectiveness.

P&O Ferries

Jenny Lorimer

Customer Experience Manager