A DISPUTE has broken out between CalMac and Western Ferries over a change in ticketing, when CalMac’s Gourock–Dunoon service is cancelled due to weather or technical issues.
CalMac confirmed last week it is ending the practice of issuing Western Ferries tickets to passengers diverted by its free replacement bus service. Instead, passengers will now be required to buy their own Western Ferries ticket, with CalMac offering refunds on unused CalMac tickets if customers do not intend to travel again.
CalMac said the move comes after concerns were raised by Western Ferries about incorrect ticketing. However, according to Western Ferries, CalMac staff were issuing child tickets to adults, adult tickets to SPT cardholders, and even distributing tickets to people who had no intention of travelling onwards.
In a statement issued to this newspaper managing director Gordon Ross explained: “ CalMac informed Western Ferries that its systems were incapable of preventing these problems and therefore, CalMac had no option but to stop issuing tickets.
“Western Ferries will be meeting with CalMac officials next week, where we will press for a solution, so that the previous arrangement can be reinstated.”
Mr Ross added: “During last weekend, when CalMac ran out of passenger tickets, our vessel staff were verbally abused by some of the replacement bus passengers. It is completely unacceptable that Western Ferries’ staff should bear the brunt of CalMac’s customers’ frustration following disruptions to CalMac’s service, even more so when
CalMac had run out of tickets. Western Ferries will simply not tolerate any abusive behaviour directed at our staff.”
CalMac also confirmed this week that ticketing changes at Gourock were introduced following a rise in violence and aggression toward their own staff from passengers, refusing to purchase tickets onboard.
A spokesperson for CalMac said: “If a customer
has been disrupted and they do not intend to travel on the service again, they can apply for a refund through our passenger rights policy, however each case will be processed individually.
We are creating a separate FAQ page on a dedicated web page for our customers for additional guidance and support which will be available in the upcoming days on route information page on our website.”
