WIGHTLINK has accepted an invitation for tea and cake after a customer sent them a 5,000-word complaint.
Commercial director Clive Tilley and head of marketing Mark Persad will now meet complainant Hannah Swan to respond to her concerns.
Islander Miss Swan posted her complaint on the Facebook group, Are Wightlink the Right Link, and also shared it on Twitter.
It included a detailed account of her own experience, using the service over the scooter rally weekend in which she made claims about staff attitude and behaviour.
In the post, Miss Swan said: "I invite the senior management of Wightlink and that of MEIF — Macquarie European Infrastructure Fund — to come to my house for tea and cake to discuss the issues I have raised. I make an amazing cup of tea and don't worry, I wouldn't dream of charging you a small fortune for a teabag and some hot water."
Wightlink sent a four-paragraph reply saying it took customer care extremely seriously and would be investigating her concerns.
A spokesman for Wightlink said: "The unusual events described are clearly wholly unacceptable and we are looking into these as a matter of urgency.
"We have already offered to meet with Miss Swan to discuss her experience and to reassure her that we place our customers at the heart of our business."