Tallink Megastar - Modern Ferry with Mediocre Service
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When July was ending, we boarded Tallink m/s Megastar for a 5-hour cruise. We wanted to enjoy delicious food and breathe fresh sea air. The cruise was perfect until a sad incident happened. Read the story to know what is Megastar like and what went wrong on our cruise.
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Summer Cruise on m/s Megastar
On a blissful summer day, we embarked on m/s Megastar, a modern ferry, which sails multiple times a day between Helsinki and Tallinn. This ferry is designed for transporting cargo and passengers between these two capitals. However, many passengers like us choose to board Megastar for the pleasure of a cruise, as it offers a wide range of food and shopping options. The ferry operator, Tallink, sells inexpensive tickets for 5-hour cruises on Megastar without disembarking in Tallinn.
It's worth noting that there is another similar ferry called m/s MyStar, which we had the opportunity to try four weeks earlier. Megastar and MyStar are almost identical but Megastar is a few years older.
In this article, we first share some basic facts about m/s Megastar and then recount our personal experiences onboard this ferry. While we could easily give the ferry a 5-star rating, we can't say the same about the customer service onboard. Continue reading to know what went wrong on our trip.
The Ferry: m/s Megastar
M/s Megastar was built by the Meyer Turku shipyard in Turku, Finland. Its construction began in August 2015 and it was delivered in January 2017. From that moment, it has been sailing between Helsinki and Tallinn.
The ferry has a maximum capacity of 2,800 passengers and can carry 150 cars and 250 trucks/trailers. It has three departures from Helsinki every day and the journey time is only 2 hours one way. Together with MyStar, it is the fastest connection from Helsinki to Tallinn by sea.
M/s Megastar was built in Finland.
Onboard Services
Megastar boasts ample cargo space, yet it goes above and beyond to provide good quality services for all travellers on board. We provide a brief introduction to the amenities and offerings available on this vessel.
Restaurants
Megastar offers a variety of dining options to cater to different preferences and budgets. One of the popular choices is the Delight Buffet, where passengers can enjoy a full-inclusive meal with starters, main courses, desserts, soft drinks and hot drinks. Some of the alcoholic drinks are included in the price, making it an excellent option for those who like having a drink or two together with a meal.
Delight Buffet is suitable also for families because there are many food options that children typically like.
The buffet is self-service, where diners can help themselves with food and drinks. Additionally, guests have the option to request special products, such as champagne, for an extra fee directly from the attentive crew.
Despite the occasional crowding, Delight Buffet manages to keep the queues relatively short due to its well-designed layout.
Our buffet cost 29 euros per person.
For a more romantic atmosphere, passengers can visit the ship's à la carte restaurant, The Chef's Kitchen next to the Delight Buffet. Although this option may become slightly more expensive, it offers a peaceful and intimate dining experience. This option is perfect for couples sailing in the evening.
For those looking for more affordable options, the ferry has its own Burger King and Fast Lane restaurant. The Fast Lane restaurant offers simple warm food as a self-service, making it a convenient choice for those passengers who are not too hungry and want to save time and money.
Coffee & Go
Megastar goes beyond just restaurants and offers a spacious lobby-style cafe for passengers to relax and enjoy sea views. The cafe does not only serve a wide variety of beverages, including alcoholic options but also features a small lobby shop and information desk, making it a hub of ship. Sometimes, there may even be live music.
Bars
Besides the restaurants and the lobby-style cafe, Megastar boasts three bars for passengers' enjoyment. Garden Bar, located at the rear of the ferry, offers a unique experience with its outside area, allowing passengers to enjoy their beverages while enjoying the fresh sea air. Sea Pub provides a lively and vibrant atmosphere, perfect for socialising and enjoying a drink with friends. Lastly, Victory Bar offers a more sophisticated setting, ideal for those seeking a refined and elegant drinking experience.
Since the ferry is designed to cater to the entire family, children are welcome to accompany their parents to the bar. However, it is important to note that only non-alcoholic beverages are served to ensure their safety and well-being.
Bars and restaurants play a big role in Tallinn ferries.
Superstore
Megastar, like all passenger ferries in Finland, has a sprawling Superstore on board. This retail space offers travellers a wide range of products to choose from, ensuring that different needs are met. From delectable sweets and fine wines to a diverse selection of cigarettes, souvenirs, clothing, and spirits, Superstore has something for everyone.
In addition to the Superstore, there are smaller stores in the lobby and in the Comfort Lounge which is a paid area.
Other Services
The ferry offers a host of other services to cater to the most important needs of its passengers. For those seeking a private and comfortable space during their journey, the ferry provides small private cabins with bathrooms. A cabin on such a short journey is usually unnecessary but a nice extra.
For those who prefer a more casual and relaxed atmosphere, the ferry offers a Sitting Lounge dedicated solely to providing a peaceful resting area. Passengers can unwind and recharge themselves in comfortable seating. Commuters prefer spending time in the Sitting Lounge.
As the fastest sea connection between the capitals, there is not much live entertainment onboard.
Teenagers and young travellers are not left out either. Megastar boasts an entertaining game room designed specifically for their enjoyment.
The ferry features two paid business lounges: Comfort Lounge and Business Lounge. These lounges provide a serene and sophisticated environment, perfect for conducting business, relaxing, or simply enjoying some quiet time. Comfort Lounge is cheaper having fewer complimentary services. Business Lounge is the best travel class on Megastar.
Business Lounge is a more expensive exclusive area with more complimentary services.
- Comfort Lounge Access: 29 euros
- Business Lounge Access: 69 euros
Our Megastar Experience
Our cruise experience on Megastar started on a positive note as we headed to Delight Buffet for a pre-booked lunch. Despite the restaurant being a bit crowded, we were pleased to find an abundant spread of delicious food with a nice sea view. We highly recommend trying out this buffet.
However, our experience took a turn when the restaurant hostess approached us, claiming that we hadn't paid for our meal and insisting that we should leave. We were taken aback by this accusation and promptly clarified that we had indeed paid. Despite our assurance, the hostess remained sceptical and requested to see our tickets. Once she verified our payment on the computer, she realised her mistake.
It was an unfortunate incident that felt like a scene from a bad movie. Amongst the hundreds of diners present, we were singled out and falsely accused. The hostess's behaviour was rude and uncalled for. Dissatisfied with the situation, we requested to speak with the manager.
To our relief, the manager was understanding and friendly. She explained that routine checks like these were a normal protocol on Tallink's ferries, as they often faced issues with customers attempting to dine without paying. Although we were surprised to hear about such incidents, the manager assured us that it was a common occurrence on their ferries.
While the experience with the hostess left a sour taste, the manager's professionalism and friendliness helped alleviate our dissatisfaction.
Tallink's Response
After our cruise, we promptly reached out to Tallink's customer service to provide feedback regarding the poor customer service we experienced. Unfortunately, we had to wait for over two weeks before receiving a response from them. In their reply, Tallink acknowledged the subpar service but justified it by stating that staff are trained to do "random" inspections. They admitted that the rude approach was a mistake but maintained that everything else was as it should be. As compensation for this unfortunate incident, they offered us a small discount for our next cruise with Tallink. Still, they did not explain, why only we were inspected at that time.
Tallink: Despite the random inspection, the service should always be friendly and professional, which was not in this case, and we apologise for the incident and the unfriendly service you received.
It's important to note that we do not hold the hostess responsible for the incident. We believe that she was simply following the instructions she had been given. It appears that Tallink may not have provided its staff with proper training on how to approach customers in a friendly manner. Furthermore, Tallink's response indicates that their actions align with their policies. If there is something that should be improved based on this incident is that the ferry company's management should strive to ensure adequate training of their employees especially in terms of providing quality and friendly customer service.
Other Experiences Onboard
Despite the poor customer service experience, we still managed to enjoy other aspects of the journey such as shopping, coffee, drinks, and spending time on the outer deck.
Common Questions
- Is Tallink m/s Megastar a modern ferry?
- Yes, the ferry is modern. It is one of the newest ferries on the Baltic Sea.
- Where is Tallink from?
- Tallink is an Estonian ferry operator.
- What services does the ferry have?
- There are restaurants, pubs, cafes, stores and many other services onboard.
- Are there cabins on the ferry?
- Yes, there are cabins but they are rarely needed because the sail is such short.
- Where to book tickets for m/s Megastar?
- We recommend booking on Ferryscanner.
- Are there other options to sail to Tallinn?
- Yes, Viking Line and Eckerö Line provide excellent services between Helsinki and Tallinn.
- What is the customer service like onboard m/s Megastar?
- The customer service level varies on m/s Megastar. Some of the crew are extremely friendly, but we also encountered the opposite experience.
- Would we recommend travelling on m/s Megastar?
- Yes, we do. But there are other good options too. Compare ferries and ticket prices.
Bottom Line
Our overall experience on m/s Megastar was a mix of highs and lows. While the ferry itself provided a comfortable and enjoyable journey, the poor customer service we encountered at the buffet restaurant left a negative impression. The incident at Delight Buffet, where we were presumed to be non-paying diners while approached by the staff in an unfriendly manner was unfortunate and marred our initial excitement.
However, it is important to highlight that the manager's prompt resolution of the issue and her professionalism helped alleviate our dissatisfaction. This indicates that Tallink Silja at some level recognises the importance of addressing customer concerns and improving their service but there is still room for improvement.
While we appreciate the small discount offered by Tallink Silja as compensation, they must go beyond discounts and focus on tangible improvements in their customer service. We hope that our feedback, along with that of other customers, will catalyse change within the company.
Tallink's competitors Viking Line and Eckerö Line have a reputation for friendly and attentive crew members. Tallink has the newest and best ferries. By improving customer service, Tallinks could easily become the best ferry operator in Finland.
Have you had good or bad experiences onboard Tallink ferries? Share your story below.
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