News

The Isle of Man Steam Packet Company has introduced a Passenger Charter as part of its continued commitment to service standards.

As the Island’s provider of passenger ferry services, and the first impression of the Isle of Man that many people will experience, the Company is very aware of the importance of high standards of passenger service across its operations.

Since the introduction of the User Agreement in late 1995, the frequency of service has increased considerably and the advent of special offer fares has seen around 80% of passengers benefit from the range of competitive offers available. In many cases these offers are less than fares applicable prior to the User Agreement. Over this period, the Company has also invested some £80million in its fleet and infrastructure, evidenced most recently by the successful introduction of Manannan in May 2009.

The Passenger Charter is a natural extension of this commitment to providing a quality service and sets out the Company’s core commitments to passengers, explaining clearly the many factors that can impact upon the day-to-day operation of its ferry services.

The key elements of the Charter comprise passenger safety and passenger service commitments. The Charter sets out clearly what passengers can expect when booked to travel with the Company, including guidance on disruption to sailings and how the Company can assist with emergency alterations to travel plans.

Passenger feedback is an important element of the Company being able to monitor, review and improve service levels. The Charter actively encourages passengers to provide constructive feedback in addition to the onboard research activities that the Company carries out.

Chief Executive, Mark Woodward said, “We are very conscious that satisfied passengers are at the heart of our ability to develop the business. We operate in challenging conditions at times and the Charter provides a structure within which we can best meet passengers’ expectations.

We regularly receive positive feedback on service provided on the vessels and from shore-based staff. The publication of the Passenger Charter will assist us to build on that. Where we fall short of our commitment, we can take appropriate action. As a result, we see our Passenger Charter as something that will evolve to meet changing passenger needs. I hope that passengers will welcome this positive step.”