Things got off to a terrible start.
When I booked my family's tickets about a month before, the documents stated that we were supposed to board the ferry at the Tanah Merah Ferry Terminal. When I went on their website a few days before we were due to go on our trip to check on the travel restrictions and required documents, I realised to my shock that they have changed the boarding to Harbourfront, and that my original ferry timings have all been changed. Nobody bothered to inform me or offered to rebook my ferry timings even though the change had already been effect for at least two weeks!
I texted them to ask, and Yeni replied and also helped with all the necessary arrangements. Yeni was apologetic and helpful, and single-handedly saved the ferry company a 1-star review.
The rest of the experience was largely uneventful - maybe because I learned to manage my expectations. The ferry from Singapore was about 20 minutes late, and the one departing Batam was late by almost 40 minutes. I was kind of expecting those, so managed to take these in stride.
The queues to collect tickets was long, and boarding was somewhat messy with absolutely no queue management, but again, it was as I expected. Many passengers also went the entire ride with masks off.
The ferry ride itself was reasonably comfortable.