CalMac spends nearly half a million pounds compensating passengers
Cancellations are at a five year high
Last updated 21st May 2023
CalMac passengers whose travel plans were affected by cancelled sailings were paid more than £450,000 last year, with the number of ships that didn't sail at its highest level for at least five years.
There was an increase from £261,000 in 2021-22 to £454,000 in 2022-23 in the payments, which can cover meals, accommodation and alternative transport for passengers.
That takes the total amount CalMac has paid in compensation over the last five years to just over £1.1 million.
The state-owned ferry operator cancelled 11,301 journeys in 2022, with a further 5,781 sailings arriving late.
The Scottish Liberal Democrats - who uncovered the statistics using freedom of information legislation - said the data shows it is now a "roll of the dice" whether lifeline ferry services "will be late or cancelled".
CalMac passengers have now suffered the highest number of cancelled journeys for at least five years, the party said, adding that the proportion of ferries which did not arrive as planned broke the 10% barrier for the first time.
Ferguson ferry saga latest
The figures were released days after the Scottish Government issued a rarely used ministerial directive, allowing work on one of two new CalMac ferries being built at the Ferguson Marine yard on the Clyde to proceed, despite advice that continuing to build the vessel there does not represent value for money.
READ MORE: Hull 802 - cheaper to start again
Wellbeing Economy Secretary Neil Gray said he had taken the "rare" decision to overrule advice, otherwise the future of the shipyard would have been "in jeopardy" and islanders would have to wait longer for a new vessel.
Ferguson Marine is building two new ferries for CalMac, the Glen Sannox and the as-yet-unnamed Hull 802. However their completion is now years late, while the costs for the two vessels have risen from £97 million to about £300 million.
The new ships are needed to bolster CalMac's ageing fleet and to help provide a more reliable service to island communities.
Impact on passengers
Liberal Democrat economy spokesman Willie Rennie accused the Scottish Government of having "neglected island communities as they continue to mismanage Scotland's ferry network".
Mr Rennie said: "These latest figures show that it's a roll of the dice whether your lifeline service will be late or cancelled.
"This has a real world impact. Businesses can't get the supplies they need and families are struggling to get to critical medical appointments.
"Ministers need to explain why years of underinvestment that led us here were ever allowed.
"We need the Scottish Government to invest in island ferries and put together a long-term plan for replacing boats which have been in use for decades."
Soaring repair bills
CalMac chief executive Robbie Drummond said: "We take our responsibility to provide a reliable lifeline ferry service very seriously and work hard to avoid disruption. We recognise that disruption to services due to breakdowns and technical faults is extremely challenging for local communities, and we sincerely apologise to those affected when this happens.
"We spent a record £34 million on fleet maintenance last year, which was an increase of around 70% from £20 million in 2017. This increased investment can be attributed, in part, to the age of the vessels, with more than 38% of them exceeding 30 years of age and increasing challenges around obsolescence and obtaining parts. Investment in maintenance is planned to grow to well over £43 million in 2023.
READ MORE: CalMac's expensive battle to keep fleet sailing
"In terms of compensation, we always encourage passengers who have been left out of pocket by delays or cancellations to check our website to see if they are entitled to make a claim. These can be made electronically and processed quickly."
Transport Minister Kevin Stewart said: "There have been ongoing technical issues with vessels resulting in delays to the annual overhaul programme and disruption to sailings. Should cancellations occur due to these technical issues or poor weather then a full refund will be provided to the customer, as I'm sure we all would expect.
"This is not just about transport performance in itself; it's about delivering the confidence needed to sustain island populations. We recognise the impact that delays and disruption have regrettably had on our island communities and I am committed to investing in our ferry services.
"Delivering six new major vessels to serve Scotland's ferry network by 2026 is a priority for this government. We have invested more than £2 billion in our ferry services since 2007 and we have outlined plans to invest around £700 million in a five year plan to improve ferry infrastructure.
"We share the desires of island communities for sustainable and effective ferry services and look forward to continuing our constructive engagement with them on future services and vessel replacements."
CalMac's ageing fleet
MV Glen Sannox launch
Perhaps the most infamous ferry in Scotland, MV Glen Sannox was launched by First Minister, Nicola Sturgeon, at the Ferguson Marine yard in Port Glasgow in November 2017. The yard won the contract to build two ferries which could be powered by either regular marine diesel fuel or LNG. Five years later the ship has yet to enter service and the yard has been nationalised after falling into administration amid a row with the Scottish Government about the delays and escalating cost of the project.
MV Glen Sannox delays
MV Glen Sannox is intended to become the main ferry for the service between Ardrossan and Brodick on the Isle of Arran. A sister ship - as-yet unnamed - will operate in the Western Isles. The vessels are more than five years late and will cost £250m - more than twice their original budget. The ship has required extensive remedial work including alterations to the hull and replacement of the original electrictal cables which were found to be too short. It is expected to be in service in summer 2023.
Busiest route
CalMac's busiest route is the crossing between Largs and Cumbrae Slip in the Firth of Clyde, which in summer operates every 15 minutes, although drivers can be forced to wait in queues of more than an hour at the busiest times. In 2021 it carried 175,000 vehicles and 619,000 passengers.
Oldest vessel
CalMac's least-busy route is a summer-only service between Ardrossan and Campbeltown in Kintrye, which carried just 8,427 passengers in 2021. It is operated by the firm's oldest ship, MV Isle of Arran, which was launched in Troon in 1983.
Passengers only
CalMac operates the passenger-only service between Dunoon and Gourock. For many years the route also carried vehicles but there was long-standing controversy with claims of unfair public subsidy against a rival private operator. The service can be vulnerable to poor weather conditions relying on lighter vessels such as the catamaran Ali Cat.
Battery power
For the last decade CalMac has made the first moves to reduce the carbon emissions of its fleet with the introduction of three hybrid ferries which can operate on battery or diesel power. They were constructed at the Ferguson yard in Port Glasgow and operate some of the shortest crossings on the network
Private rival
There are ferry services which are not run by CalMac. The privately-owned Western Ferries operates between McInroy's Point (near Gourock) and Hunter's Quay (near Dunoon) on a turn-up-and-go service using up to four vessels at one time.
Foreign-built ships
Until the recent Ferguson scandal CalMac's newest and largest ships had been built by foreign yards, including the MV Finglaggan, launched by the Remontowa yard in Poland in 2010 to serve Islay.
Capacity issues
Since 2016 The introduction of the cheaper RET fares structure - linked to the cost to drive the same distance by road - and increasing popularlity of 'staycation' and campervan touring - is linked to increasing pressure on routes to the most popular islands, with sailings booked-up weeks in advance.
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