My family has been riding this ferry for about 20 years, so we know the ferry rules and generally what to expect during our trip. We arrived on time for the ferry we reserved, but undirected traffic at the New London Ferry parking lot entrance slowed us down JUST enough to be told we were too late to check in for our boat. Despite our respectful protests, we were directed to a standby line, from which we watched dozens of other cars board two ferries before we were allowed on a boat. Some of these vehicles had no reservations at all.
If I had canceled my original reservation from the parking lot and booked a guaranteed spot on the next boat, Cross Sound Ferry would have charged a cancellation fee, a representative told me.
If I had canceled, taken the cancellation charge, and made another reservation or even decided to drive to NY, I wouldn't have been able to leave because cars were parked bumper-to-bumper in the standby lanes, per the instructions of the attendants.
There was literally no escape from our position in the CSF's hot parking lot, which concerned me because I had two very young children in the car on a hot summer day . Letting them out of the car to move around and get some air was also dangerous, as cars were being directed in a confusing formation from one standby lane to another. The CSF's rules say the driver must remain with his/her vehicle at all times prior to departure, so we didn't have any options.
I asked several staff members both behind the ticket desk and in the parking lot if there was any way to get on the next boat because we were worried about the children. After all, we HAD A RESERVATION. Before I could even finish, I got, "You were late. Wait in line." "I wasn't late," I replied. "You were late. Wait in line," like robots.
It got me thinking about the airline passengers stuck on the tarmac for hours who aren't allowed to get off the plane. Is this so different? Boxed in a standby line on a hot day, penalty fees, told not to leave your car, etc.
I am angry at the way we were treated, and disappointed that what was once a pleasant and convenient alternative to driving to Long Island has become a contemptible and unsafe experience. All this for $200 round trip--and that's just for the car and driver!
For safety's sake, don't trust that the CSF will honor your reservation even if you arrive 15 minutes in advance. Being stuck in that steaming parking lot, between a smelly harbor and railroad tracks, is no place for kids or adults to feel safe OR like valued customers.