2021 FERRYSCANNER INTERN FEEDBACK

During the high season this year, once again Ferryscanner recruited a group of interns to assist with the customer support workload (read all about last year here). These university students were asked to provide some feedback about their experience. Here’s what they had to say.

Tell us about your Ferryscanner experience.

• “For me, the Ferryscanner internship was the most enjoyable and creative part of my academic career. It meant I had joined a company with extremely high potential in the tourism industry and an environment that was extremely professional where the concept of being a team is paramount.” (Natalia G.)
• “From the early morning coffees to the office mojito parties at the end of the day, Ferryscanner was amazing. Every day there was a different job to do, something new to learn, and new clients to meet. There were many opportunities for critical thinking and trying to find the ideal solution for each issue. The office space and the work environment are comfortable and friendly, making you excited to come in and get to work.” (Stavros A.)
• “My internship experience at Ferryscanner was one of the best things I’ve done in my life. I didn’t expect that I would be able to learn so many things at work, while at the same time having so much fun!” (Irini T.)
• “Without exaggeration, the Ferryscanner office is one of the most enjoyable places you can work. Everyone offers help and a unique perspective. All of the employees (permanent and interns) truly aim to help the company move forward. Therefore they are always trying to help better each other. This is very unlike other work environments where you are completely on your own and are expected to just figure everything out. The people here are always willing to help, and now they truly feel like a second family to me.” (Antonis V.)
• “It was an unprecedented experience for most of us who had never worked in Customer Service before. It definitely encourages you to have confidence, discipline, and a lot of patience. The work environment at Ferryscanner is excellent, and the people at the office made the internship period so fun. Even on the most stressful day when there was tons of work to do, everyone was willing to help each other.” (Chrysa S.)
• “It all started with the most enjoyable job interview I have ever had. From that moment I knew working at Ferryscanner would mean having a perfect summer. Once I met the team I was even more excited. My colleagues were all happy and pleasant every day and there were always delicious treats available in the kitchen! I hope to experience such an amazing workplace again in the future.” (Michaela K.)
• “The experience I had at Ferryscanner was something special. I think it helped me form a more well-rounded view of customer support tasks, the Greek islands, and the entire ferry industry. During this summer I formed many new professional relationships as well as some new friendships. I will look back on my Ferryscanner memories very fondly.” (Giannis M.)

What did you learn during your internship?

• “Throughout these past five months, I have learned how to use all of the tools related to selling ferry tickets. In order to serve the Ferrryscanner customers in the best possible way, I also had daily communication with the ferry companies.” (Natalia G.)
• “My internship at Ferryscanner was a great opportunity to learn an incredible amount. We received training for programs that are related to the organization and management of travel agencies. Also, we learned how to manage the most difficult and complex customer service issues.” (Stavros A.)
• “During my internship, I learned everything about the ferry ticket life cycle and the management of useful customer service tools. I am so grateful that Ferryscanner helped me develop my skills both personally and professionally.” (Irini T.)
• “I learned to manage hectic situations (for example, last-minute changes) or even how to handle the most difficult customers who came to the office reception. Having someone standing in front of you rather than behind a screen encouraged me to keep my composure and offer the best possible solutions so that the customer will always leave happy and smiling.” (Antonis V.)
• “I learned a lot of systems regarding the ticket reservation process and the internal procedures of the company (payments, reissue/issue tickets, registration of customer data, and even courier processes) while I also was able to practice my English language skills. We learned to make cancellations and ticket changes, and gain confidence in our strengths so that we do not need constant guidance from our trainers.” (Chrysa S.)
• “The more accurate question would be what did I not learn at Ferryscanner? In addition to learning about ferry ticket booking systems, I also learned how to make the perfect dessert!” (Michaela K.)
• “At Ferryscanner you learn really useful things regarding the ferry ticket search and booking process. From handling complex, and sophisticated customer requests through the appropriate shipping programs to communicating authentically and efficiently with customers to ensure a successful ferry trip.” (Giannis M.)

What did you like the most?

• “One of the most important things about Ferryscanner is the high level of teamwork and help offered during the entire internship. There is always someone to help you, without judging if you make a mistake. Although the work is demanding with a lot of pressure during the summer, you can always find support from your team members.” (Stavros A.)
• “What I liked about Ferryscanner was the vibe between the student interns and the managers. All of the employees made us feel like a part of the company and embraced us as if they had known us forever.” (Irini T.)
• “The fact that there isn’t a huge age gap between the interns and the managers in charge helped keep things light and provided a nice morale boost on even the most difficult of days.” (Antonis V.)
• “Personally, one of the things I really liked most was dealing directly with Blue Star Ferries. They are a large company and there’s lots of information to learn but overall they have a flexible cancellation and change policy.” (Chrysa S.)
• “Everything. There were so many moments of laughter and fun I couldn’t possibly decide what I like the most.” (Michaela K.)
• “The drinks that Stefanos made for all of us, the delicious food made by Valasia, and so much more.” (Giannis M.)

Favorite thing/moment at Ferryscanner?

• “The best Ferryscanner moment was something that happened to me with a client, who had booked tickets at the wrong time and had missed her ferry. I tried to help her as much as I could so that she and her family wouldn’t miss out on their summer holidays together. After the issue was finally resolved the customer was so thankful and appreciative and it truly made my entire day.” (Irini T.)
• “My favorite moment at Ferryscanner was when they trusted me enough to run certain parts of the job on my own. I felt really proud that my hard work and skills were being recognized. My favorite experience, however, was the farewell gathering at the end of the season. There was a huge wave of mixed feelings – both joy and sadness – which the whole team felt after this long and stressful season together.” (Antonis V.)
• “There were some days that we had to work from home. I was so proud of myself that I was able to accomplish everything and fulfill all my obligations (even voucher production and sending tickets to customers) from the comfort of my own home.” (Chrysa S.)
• “At the office reception area, it was great to deal with repeat customers. I loved when they would remember me and the good service that I previously provided.” (Michaela K.)
• “One favorite moment is when I arrived at the office on the first day and saw the two large screens I would get to use every day for my job. They are so nice they make me never want to use any other PC ever again! My second favorite moment was when I could use my new skills to book and manage my own ferry trip around the Aegean Sea.” (Giannis M.)

What was your favorite customer interaction/biggest takeaway?

• “I learned how to manage many unique and different kinds of customer cases at the same time. Some easy and some demanding, always with the goal of providing the best service.” (Irini T.)
• “My favorite interaction with a client concerned a case in which the client accused me of not knowing how to do my job. He said I hadn’t properly confirmed his booking. The issue escalated and the Customer Success Manager quickly intervened. Afterward, I went to apologize to the manager because I thought I could have handled the situation better. He said something I won’t ever forget. “You will always meet these kinds of people. The point is not to let them influence you, make you upset, and put you in an uncomfortable situation. You don’t need to apologize to me. You did your job properly.” (Antonis V.)
• “By far my best experience with a client was at the reception on Saturday 18/09 when I booked tickets for a group of Swiss customers who wanted to take a ferry to Naxos the next day. They asked me for information and advice about where to stay in Athens before departing for the island. Since they were also students I could relate to them, and it was nice to be able to help them get where they wanted to go.” (Chrysa S.)
• “Someone at the reception gave me a thank you note after our exchange. I found it later after they had left and was very moved by this gesture. It brought me great joy.” (Michaela K.)
• “My favorite customer interaction was for a customer that had some unexpected issues with Fast Ferries and missed the ship. It was almost a lost cause but after gathering all the necessary documents I was able to make an exceptional request to the ferry company. Eventually, they gave the customer back a full refund! Hard work paid off and the customer was thrilled.” (Giannis M.)

What surprised you the most?

• “What surprised me most in the ferry ticket industry was the increased demand this summer. Also, the fact that now people are getting used to the idea of ​​online booking and consciously choosing it, which is something that wasn’t done as often until now.” (Natalia G.)
• “What struck me most was how much work there can be during the summer season. Despite the situation with the pandemic during 2021, ferry travel was almost not affected at all. On the contrary, people continued their excursions at double and triple the typical pace.” (Stavros A.)
• “What surprised me about ferry tickets is all the complex characteristics and the fact that each ferry company has its own parameters, offering the opportunity to learn something new constantly.” (Irini T.)
• “Despite the adverse conditions, the work compared to last summer was 7 times in volume. One can not deprive man of his freedom when it comes to restoring his peace of mind and I believe that this year everyone reached this point. It’s as if they all simply rose up en masse and simultaneously booked their escapes to the many island paradises that Greece has to offer.” (Antonis V.)
• “The demands of the customers surprised me in certain cases, as well as the extreme pace of the market during high season and the fact that the majority of the shipping companies were willing to adapt and renew their policies to keep up with current events and developments of the day.” (Chrysa S.)
• “I was surprised and impressed by how big the division of our customers is. Half of them are adamant about having electronic tickets while the other half only want tickets to be in the traditional, printed form.” (Michaela K.)
• “What surprised me most of all is how complex it is to take specific action regarding ferry tickets (for example, ticket changes). I expected it to be a bit more simplistic. For all the procedures to be done correctly, there is a somewhat complex and alternating sequence of actions that must be followed depending on the case.” (Giannis M.)

Would you recommend an internship at Ferryscanner to other students?

• “I would suggest that all university students consider Ferryscanner for their internship because it is a modern environment that is significantly different from other travel agencies. The internship period may be limited but the knowledge you will receive here is very valuable. If I were to go back in time, I would still choose Ferryscanner for my internship.” (Natalia G.)
• “Of course! The internship at Ferryscanner is perhaps one of the most useful experiences for every student since they will acquire know-how in the field of the Greek ferry industry and its complex mechanisms. Additionally, it demonstrates the ideal work environment as a measure of comparison for future careers.” (Stavros A.)
• “I highly recommend doing a Ferryscanner internship! The experience is very unique and you will wish it never ends. There are tons of interesting things to learn and you can easily go far. The help and guidance of the department heads will be there every step of the way.” (Irini T.)
• “If you’re having any doubts about doing an internship with Ferryscanner, get rid of them right away. Here you will gain so much experience in the tourism, travel, and customer support fields, while at the same time becoming a better and more efficient employee for the future.” (Antonis V.)
• “The work environment you find here is not one that you can find easily somewhere else. For tourism studies working at Ferryscanner is the best and strongest addition to a resume. If you are introverted like me, it will help you feel more confident when problem-solving and public speaking. You will learn everything you need to at Ferryscanner!” (Chrysa S.)
• “Obviously, I would recommend Ferryscanner! Everything was perfect from start to finish.” (Michaela K.)
• “Yes, I would recommend the internship experience at Ferryscanner. I consider it a first-class opportunity to see a well-established work environment in action and get some real-world experience. Certainly, there are difficult and demanding moments but it is imperative that we learn to cope with such cases.” (Giannis M.)

What advice would you give to next year’s interns?

• “The advice I would give to future trainees is to make the most out of your months at Ferryscanner in order to gain as much knowledge as possible. Enjoy every moment and do not hesitate to ask questions as everyone is always willing to help you. And remember that for every problem there is always a solution!” (Natalia G.)
• “To any prospective students who want to do an internship, apply now to Ferryscanner without hesitation! You will not regret it.” (Irini T.)
• “Just because there was a difficult situation, does not mean that you will have a difficult day or week. Everything has an answer/solution. Do not let the customer’s problems affect you personally. Things are easier than they seem!” (Chrysa S.)
• “Consider practicing something to be a degree in itself. This is the only way you learn in-depth what to do. Ferryscanner helps you realize the kinds of working environments and tasks that exist. It is such a well-established business that if it was possible to buy shares I would go all-in.” (Giannis M.)