A new plan from ferry bosses at CalMac will be a “catalyst for improvement” of services for passengers, Transport Secretary Fiona Hyslop has said.
The state-owned ferry operator is working with Transport Scotland to introduce the changes ahead of its contract to run lifeline services to west coast islands being extended for another year at the start of October.
An ageing fleet of vessels means CalMac has struggled with reliability at times, with Ms Hyslop making clear “the status quo was not an option”.
As part of the changes, CalMac has confirmed it intends to expand the current deck space pilot project – which reserves part of the car deck area for islanders and eligible frequent travellers.
This is already being trialled on ferries to Mull, Iona, Coll and Tiree, with CalMac now to look at a next phase for the project.
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CalMac is also promising increased engagement with the local communities it serves, along with improved performance-reporting to better reflect passengers’ experience.
Improvements to the e-booking system are also to be made, while work will take place with other transport providers in a bid to provide a more joined up service between the ferries and other forms of public transport.
Ms Hyslop said: “The Scottish Government is absolutely committed to ensuring that our ferry services are reliable, affordable and inclusive to support the people, businesses and communities of our islands and supporting economic and population growth of our islands.
“That is why I am pleased to welcome the introduction of CalMac’s new enhancement and change plan, which will act as a catalyst for improvement of services for passengers, businesses and communities across the Clyde and Hebrides Ferry Services network and respond to the issues raised in the public consultation.
“The status quo was not an option, and we are not waiting until the next ferry contract to ensure improvements are made.
“CalMac are already seeking to strengthen regionalisation in order to devolve decision-making locally and improve transparency through performance reporting to better reflect passenger experience.
“We intend to expand the application of the current deck space pilot being trialled on Mull, Iona, Coll and Tiree, and we will support CalMac to ensure continuous improvement as the six new vessels join the fleet over the coming months and years.”
Adding the changes are “the first steps along a path of continuous improvement”, Ms Hyslop said ministers will work with CalMac to “ensure that our west coast ferry services will meet the needs of the communities they serve”.
Pauline Blackshaw, director of strategy and change for CalMac, said the plan “represents a significant step towards enhancing the quality and reliability of our ferry services to improve every journey”.
She added: “We understand that communities want a stronger voice in decisions that affect them, along with services that reflect local needs and more open, honest, and transparent communication.
“To achieve this, we are forming a team of area managers and deputy managers who will be more deeply embedded in our communities to better understand local issues.
“This new team will truly grasp the needs of local communities and will focus on working proactively with key contacts in the six regions: Clyde, Arran, Islay and Jura, Argyll, Hebrides North, and Hebrides South.”
CalMac will “work towards making decisions locally whenever possible”, Ms Blackshaw added.
She also stressed CalMac is “committed to being more transparent in our performance reporting and will introduce new regional scorecards that highlight the metrics that matter most to our customers”.
With six new vessels due to join CalMac’s fleet by 2026, as well as “significant upgrades” to ports and harbours currently under way, Ms Blackshaw insisted: “Lifeline ferry services we deliver will continue to improve.”
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