Case Study: Direct Ferries boosts conversions and uncovers hidden revenue with UserReplay

Direct Ferries - Customer Case Study

Direct Ferries is Europe’s leading ferry ticket reseller, handling about 1.5 million bookings a year across 1,400 routes and 400 ports. Wanting to maximize conversions and fully understand the customer journey, the team needed better session visibility than their existing tool provided—especially after noticing unexplained session timeouts and drop-offs that seemed to affect mobile users.

They implemented UserReplay across the booking engine in 27 territories, using session reports and replays to pinpoint an authentication-cookie timeout affecting about 20% of iPhone and iPad sessions. After applying UserReplay’s recommended technical fixes, Direct Ferries saw an immediate, measurable improvement in conversion and purchase rates.

Direct Ferries

Anthony Ritchie

CTO