Case Study: Red Funnel, Red Eagle
Red Funnel was looking to improve refreshment accessibility within the dog-friendly passenger area on board Red Eagle giving customers access to round the clock services without the need for staffing during off peak times.
With the existing staffed facility not open during off peak crossings, passengers travelling with pets often faced difficulties accessing drinks and snacks during the crossing. Red Funnel required a flexible, unattended retail solution that improved customer convenience, supported operational efficiency, and aligned with the vessel’s wider refurbishment.
The Challenge
The North Bar pet friendly area on board the Red Eagle was staffed during core business hours. But customer access to purchase drinks and snacks on off peak journeys was limited when using this area.
Red Funnel had already planned to remove the existing bar setup as part of the vessel refurbishment and wanted to replace it with a fully unattended retail solution that could operate reliably 24/7 without requiring dedicated staffing.
Alongside improving customer accessibility, the business also required separate cashless reporting functionality distinct from their existing portside vending operations.
Key issues included:
- Intervals when the bar was not operational
- Passengers with pets unable to leave the designated area
- Lost revenue opportunities when the space was not open
- Limited refreshment accessibility during crossings
- Requirement for unattended retail within a compact onboard space
- Need for separate machine reporting and cashless data management
- Operational considerations linked to vessel refurbishment timelines
- Service and maintenance logistics within tight docking schedules
The Solution:
Working closely with Red Funnel and their onboard refit teams, we delivered a fully unattended retail solution tailored specifically to the vessel environment and customer demographic.
The existing bar area was removed and replaced with a Merchant Media 2 snack and cold drinks machine alongside a floorstanding Coti espresso machine, both integrated with cashless payment technology for ease of use and simplified management.
Due to the compact footprint required within the pet-friendly area, the Merchant Media 2 machine was selected specifically for its space efficiency while still offering flexible product options. The machine’s multi-basket vending capability also allows Red Funnel to trial targeted products, including dog treats and dog bags to better serve passengers travelling with pets.
The Coti coffee machine was recommended not only for premium beverage provision, but also for its integrated digital display screen, creating an additional opportunity for Red Funnel to promote onboard messaging and sell advertising space to Isle of Wight businesses targeting a captive audience during the Southampton to Isle of Wight crossing.
Throughout the project, we worked collaboratively with onsite contractors and refit teams to manage water pressure requirements, machine housing integration, installation logistics, and evolving refurbishment timelines — including coordination during the vessel’s scheduled dry dock deep clean in Falmouth.
Key Solution Elements :
- Merchant Media 2 snack and cold drinks machine installed
- Floorstanding Coti espresso machine with digital media screen
- Integrated cashless payment compatibility for seamless transactions
- Fully unattended retail setup replacing existing bar facility
- Cashless payment integration with separate reporting functionality
- Multi-basket vending functionality for targeted pet-friendly products
- Digital advertising opportunities via coffee machine display
- Staff reallocation supported through removal of staffed bar requirement
- Collaborative installation alongside vessel refurbishment programme
The Outcome:
The installation onboard Red Eagle has delivered a highly successful unattended retail solution that supports both operational efficiency and customer convenience.
Passengers travelling within the dog-friendly area can now independently access refreshments throughout the journey without needing to leave their pets unattended, regardless of when they choose to travel.
The removal of the bar facility also allowed Red Funnel to reallocate staff resources more effectively across the vessel while maintaining a reliable onboard refreshment offering.
The integrated digital display functionality on the Coti machine has created additional opportunities for onboard advertising and promotional messaging, helping maximise engagement during the crossing’s natural dwell time.
Training was also provided to the team leaders through two dedicated sessions conducted prior to the installation. These sessions were designed to ensure that team leaders were fully familiar with the machines, confident in their operation, and prepared to support their teams effectively.
Despite the challenges associated with vessel refit schedules, docking turnaround times, and installation logistics, the project was delivered successfully in line with operational requirements, with the machines operational from the vessel’s first day back in service.
Before:
After:
Customer Quote:
“The way Bettavend have helped us complete this project – which on the surface seemed straightforward but proved quite testing at times – has been absolutely excellent.”
Gordon Wright, Hospitality & Retail Commercial Manager
Looking Ahead:
As passenger expectations continue to evolve, unattended retail solutions are becoming increasingly important within transport and leisure environments where flexibility, convenience, and operational efficiency are key.
For Red Funnel, the Red Eagle installation provides a scalable foundation for future onboard refreshment innovation, with opportunities to further expand targeted product ranges, onboard advertising, and customer engagement across the fleet.
The project also demonstrates the importance of responsive servicing, adaptable project delivery, and strong operational collaboration within complex transport environments where downtime must be kept to an absolute minimum.