In February we booked a one-way crossing on the DFDS ferry from Denmark to Harwich to return from a three-week cycling trip with our bikes. A week after we left in June, the ferry concerned ran into the harbour in Harwich and was taken out of service. We knew nothing of this until, 10 days later, we arrived at the Danish terminal to find the crossing was cancelled.

DFDS left us high and dry saying that we had to make our own way back home, offering no assistance of any kind even though they had plenty of time to make other arrangements.

Fortunately another stranded passenger with a van offered to help us get back to the Hook of Holland which involved a 10-hour drive and an overnight stop, for which we obviously had to pay.

DFDS is refusing to compensate us in any way other than a refund of the original ferry fare, quoting EU Reg 1177/210. We think this is appalling customer service apart from the fact that we are out of pocket and had a taxing trip to get back. TS, Mold

You were lucky that the van driver offered you a lift as you'd have been very stuck given that DFDS washed its hands of you when you arrived, which, given the circumstances, was very poor. It had sent an email and called your home, but you were cycling and had not got it. It's interesting that other passengers were similarly unaware their crashed ferry would not be running.

Happily, DFDS has had a change of heart. It has agreed to pay the extra £180 it cost you to get home as a gesture of goodwill – despite the fact that it has no legal obligation to do so. You should tell the kind van owner to get their claim in, too.

We welcome letters but cannot answer individually. Email us at consumer.champions@theguardian.com or write to Consumer Champions, Money, the Guardian, 90 York Way, London N1 9GU. Please include a daytime phone number