MarTrust · Support Experience · Crew Voices
MarTrust support is available 24 hours a day, seven days a week. What crew say about it is remarkably consistent — fast, helpful, and human.
94%
Positive support rating — across all crew interactions
82%
Average CSAT score — consistent across vessel types and nationalities
24/7
Support availability — no blackout hours, no timezone exceptions
1st
Contact resolution — most queries answered in a single interaction
Across every fleet type and nationality — the feedback is the same. Fast. Helpful. There when it matters.
Why support matters at sea
Crew cannot afford to wait.
The nature of the problem
When a seafarer has a question about a transfer, a payment that hasn’t arrived, or an account they cannot access — the stakes are immediate. Their family is waiting. Their contract may be ending. Internet is limited and expensive. They need an answer now, not in a ticket queue.
MarTrust support understands this. The consistency in crew feedback is not accidental — it reflects a deliberate commitment to being available and responsive when the people who matter most are at their most vulnerable.
Transfer queries
Account access
Allotment setup
Card activation
Fee questions
Post-contract access
What this means for HR teams
When crew trust that support is responsive, they stop directing questions to their HR contact or their Captain. The support burden on ship managers and payroll teams drops. Issues that would previously escalate to HR —
The feedback below captures what crew experience when they contact MarTrust support. These are not curated endorsements — they are the kinds of comments that come up repeatedly, across nationalities, fleet types and contract lengths. The words are different. The experience is the same.
What crew say
In their own words.
Comments from crew after closing a support ticket. Short, direct — the kind of thing people type when the question has been answered and the issue is done.
★ App Store Review
“Very helpful and efficient. Sorted my issue straight away.”
MarTrust User · Transfer support
★ App Store Review
“Reply immediately. Very good service.”
MarTrust User · Response speed
★ App Store Review
“Good service. Fast and professional.”
MarTrust User · Account support
Direct feedback
“Answered my questions really fast. Very helpful.”
MarTrust User · Transfer support
★ App Store Review
“Very good response. Quick and helpful.”
MarTrust User · General
Direct feedback
“Very patient and helpful. Walked me through the setup.”
MarTrust User · Allotment setup
★ App Store Review
“Excellent customer service. Fast reply, solved my problem quickly.”
MarTrust User · First contact resolution
Direct feedback
“Replied fast and explained clearly. My issue was resolved quickly. Very good support.”
MarTrust User · Transfer support
★ App Store Review
“Very helpful. Fixed my issue fast. Great customer service.”
MarTrust User · Card support
Direct feedback
“Fast response. Team explained everything clearly.”
MarTrust User · Fee transparency
★ App Store Review
“Good and reliable. Quick reply every time.”
MarTrust User · Reliability
What the feedback tells us
Four things crew say, every time.
Across fleet types and nationalities, the same four themes appear in support feedback — unprompted, consistently. These are the words crew reach for when they describe what good support feels like at sea.
Fast response
Speed is the word crew use most often. Not hours — minutes. When time zones and limited connectivity make delays costly, a fast reply is not a nice-to-have.
94%
positive rating across interactions
Helpful and clear
Crew consistently describe support as helpful and easy to understand. Questions get answered directly — no deflection, no jargon.
82%
average CSAT score
Available at sea
24/7 availability matters most when crew are mid-voyage, outside office hours, or on limited satellite internet. Support does not ask crew to wait until Monday.
24/7
no blackout hours
Resolved first time
The majority of queries are resolved in a single interaction. No ticket chains, no callbacks, no being passed between teams. The issue is handled and done.
1st
contact resolution — consistently
Talk to Us
Your crew already know what they want. Let’s show you how.
Meet us at a maritime industry event, or request a private walkthrough for your HR and payroll team. No deck, no hard sell — just a clear conversation about what MarTrust does for your crew and how it fits your payroll process.
Meet us at an industry event
We’re present at maritime industry events and crew gatherings throughout the year. Come and talk to us — no agenda, just a conversation about what matters to your crew and how we can help.
Crew Connect Global — Manila
20–22 Oct 2026
ADIPEC Maritime & Logistics — Abu Dhabi
2–5 Nov 2026
Maritime HR & Crew Management Europe — London
25–26 Nov 2026
Request a private walkthrough
We’ll show your HR and payroll team exactly how MarTrust works — the crew account, Auto-Send, the Mastercard, transparent pricing, and how it plugs into your existing payroll process.
New guide
Take control of Procure-to-Pay
Why invoice control breaks down between PO and payment — and how leading ship managers close the gap. Free guide, plus two diagnostic tools.
