A passengers’ pressure group is calling for two reviews after the recent transport disruption.
TravelWatch says the reviews will determined what lessons can be learned and what improvements can be put in place for dealing with future disruption.
These reviews should:
Establish what happened – including any damage to the Island’s reputation and economy
Explore what ways can be found to reduce the possibility of further disruption
Examine the impact on passengers especially the provision of information and facilities for making alternative travel arrangements
Chairman Brendan O’Friel said: ‘Government and operators cannot let such disruption occur and say that nothing could be done to prevent it. The truth is that until the disruption has been carefully reviewed and the facts established, we do not know if it could have been prevented – or reduced.
‘While all we have is anecdotal evidence, it is clear that some passengers were very upset about the way the disruption affected them. Difficulties with information, phone lines and rebooking clearly occurred – apparently including seriously difficulties for some passengers.
‘None of what we say should take away from the considerable efforts of many of the operator’s staff in doing their best for passengers in very difficult circumstances.
‘And to keep a sense of perspective, the ferry service to the Channel Isles also suffered considerable disruption so the Island was not alone in having a difficult Easter in terms of travel.
‘The task now is to establish the facts; seek ways of reducing future disruption and improving the service to passengers during periods of disruption. We need political leadership to take these important issues forward at speed. None of us wish to wish to see any repetition of this at the TT.’
The group makes a number of points.
1. TravelWatch fully accepts that being on a small island, our travel arrangements are especially vulnerable to disruption by weather and technical failures on ships and aircraft. We have set out our views at public meetings and have called for improved contingency plans to mitigate the effects when disruption occurs.
2. Recent experience - August 2014 with Manannan; New Year with Ben my Chree and the experiences of extensive sea and some air cancellations at Easter 2015 – emphasise the vulnerability of the island to travel disruption.
3. TravelWatch prepared a paper on the need for contingency plans which we circulated to relevant officials and Ministers earlier this year.
4. TravelWatch is aware that there is evidence that dealing effectively with service disruption is a high passenger priority. It is important that any lessons that can be learned from the Easter 2015 disruption are quickly turned into improvements in performance whenever future travel disruption occurs.
5. In view of the latest difficulties, we now call on the government – together with the carriers – to urgently set up two reviews.
The first review – focussing on prevention - should examine whether there is more that can be done to reduce the risks of future travel disruption.
For example:
Are there similar problems with other shipping lines over sea debris damaging shipping?
Is the problem principally in Manx Waters?
If so – can preventative measures reduce the risk for the Steam Packet vessels?
Are Fast craft too vulnerable to sea debris – should we be reverted to conventional ferries?
Should freight be carried separately from cars and passengers?
Can new technologies be used to further assist vessels in fog – for example when entering Heysham Harbour?
Are there any further steps that can be taken at the Airport to reduce the impact of fog on flights
6. We also call on the Government to set up a second review with interested parties to examine recent experience of handling serious travel disruption. At present we have only scant but too often troubling anecdotal evidence about how passengers have been dealt with by both sea and air carriers when services are cancelled. The aim of the review should be to learn lessons that will improve the passenger experience. Items for consideration should include:-
Initial Information to passengers, their friends and relatives about disruption – including timely displays on websites
Re –booking procedures following cancellations
Difficulties- including costs and delays - with telephone systems
Continuing Information to passengers, their friends and relatives when disruptions are lengthy
Information to passengers about any compensation they may be entitled to
Whether the carriers require support from other sources in coping with major disruption to services