Do you want to help? Probably you've just been in a similar situation, know the solution and want to help? Perhaps you are just a kind person who has advice on the merits. Please write your comment — you can do a good breed.
If you are actual Representative of Direct Ferries you can contact the user using the comment form and help resolve the situation. The user can always mark his complaint as "resolved". Maintain your brand image, it is FREE.