Rottnest Fast Ferries — Attraction in Hillarys

Just returned to Hilary’s on the 11:15am ferry. Bags unfortunately weren’t collected from outside our room in South Thompson bay in the morning as per the luggage collection service we had paid for. These kind of mix ups happen. Especially when there’s lots of moving parts, three ferry companies etc. The reason for the poor review was the customer service we received at the kiosk at Hilary’s. After informing the woman who was serving us that our bags hadn’t arrived it became very clear that she didn’t have a lot of experience in dealing with a situation like this. She was quite confused and was seeking assistance from some of her co workers who seemed pretty disinterested. Someone finally began to help her and got us to fill out a missing luggage form while she called Programmed the company on the island who handle the luggage collection. We were informed that we would be called when our luggage was located and it would more than likely be placed on a ferry later that day and we could return and collect it. We said that we’d like to wait until our luggage had been located before leaving. At this point not knowing wether or not it was still sitting outside our room on the island or had been picked up and lost. Or accidentally placed on a different companies ferry. And feeling a little apprehensive. After waiting approx 20mins we approached the counter again to ask if someone had managed to check to make sure our bags weren’t still sitting outside our room. Response was we haven’t heard from them yet, it all depends on how busy they are. At this point we were feeling quite anxious not only that our bags were possibly sitting on the Main Street in South Thompson in the sun, for 4 hours but the fact there was no sense of urgency or reassurance from Rottnest fast ferries that they were doing all they could to locate our baggage. The staff carried on joking and laughing about who they were following on instagram when we approached the counter and asked if someone could call back and see if someone had been able to drive the 2min from the Thompson Jetty to our room and check on our bags. Given the fact that we had been waiting approx 45min. They called again and we were informed that someone was on their way now and would be a further 15min. After another 20min we were told that our baggage had been found. It was in fact sitting outside our room and had not been collected. We could return at 5:15pm later that day to collect them.

It honestly felt like we were in a training video for bad customer service. Small groups could break off after watching and workshop what mistakes had been made and how a better service could have been provided. These mix ups happen. It’s all a part of travelling. But when they do it’s always nice to receive an apology for the inconvenience. Reassurance that the company would make finding our luggage a priority. Keeping us updated throughout.

Not be treated as though we were an inconvenience. Or...

I travelled with their Ferry from Perth (Hillarys Port) to Rottnest Island

Positives: Easy Online Booking and Check-In: The online booking system is user-friendly, and the check-in process is easy. You can simply show the ticket barcode emailed to you, which they scan at the ship's entrance, allowing you to quickly board and find a seat.

Flexible Schedule: Multiple departure and return time options offer great flexibility for planning your trip.

Friendly Staff: The staff members are welcoming and helpful.

Punctual Service: Everything ran on time without any delays.

Convenient Options: Additional services, such as bike rentals, carrying your own bike, and luggage check-in, add convenience to the journey.

Comfortable and Clean Ship: The ship is well-maintained, with both indoor and outdoor seating areas. The indoor space features efficient air conditioning, making it cool and comfortable. There is a bar in the ship which you can purchase some items such as snack, chips, some drinkings. The open-air seating allows you to enjoy the refreshing breeze and scenic views.

Windows: The ship has large windows running along the perimeter of the indoor seating areas on both levels, offering the potential for excellent views.

Negatives:

Dirty Windows: The only downside I noticed was the salt deposits on the external side of the indoor windows, likely from ocean water. This significantly obstructs the view for those seated inside. I strongly recommend they clean the windows regularly to make the most of the ship’s design and enhance the passenger experience. With clear windows, passengers could fully enjoy the beautiful surroundings.

Overall Experience: Despite the issue with the windows, I would still give the ferry service a 5-star rating. The positives far outweigh this minor drawback, making the...

“Hope on the Horizon: The Day Rottnest Fast Ferries Saved Us”

We were left behind by our dive boat, abandoned in the vastness of the open sea—with no way back. The ocean, once a place of peace and wonder, suddenly turned endless, isolating, and unforgiving. And then the truth sank in: they were never coming back.

As courage began to fade, I deployed our Nautilus LifeLine—a final signal, dsmb and hope fading a silent plea for a miracle.

And then—like a beacon of hope, Rottnest Fast Ferry appeared, cut across the horizon, slicing through the stillness, bringing light to the darkest moment.

Captain and Crew you weren’t just passing by. You were ready. Prepared. Alert. Watching. Your team didn’t hesitate. You didn’t falter. You executed a flawless rescue with calm precision and the steady hands of true mariners.

James and Luke—your leadership made all the difference. It was reflected in every action your crew took: professional, composed, and deeply prepared. This wasn’t luck. This was training, vigilance, and leadership in motion.

To your entire team: you saved our lives, and I will never, ever forget that.

While the road to recovery is long, I hold onto the hope that one day I’ll return to diving and learn to trust again.

Heroes are rare these days. So when you step onto a ferry—choose wisely. Because this one doesn’t just carry passengers. It carries courage, it carries heart, and it carries heroism in its DNA.

Because of you—we lived. And that is something I will carry with me always. Forever grateful.

Ian J. Kensington and...