Cumbrae islanders rally over CalMac ticketing failures

We previously reported that the Cumbrae Ferry Committee has written to Transport Minister Fiona Hyslop to ask for improvements in the ticketing system for the ferry as they believe it discriminates against islanders on the Isle of Cumbrae.

The group say that residents on the island have been left "up a creek without a paddle" and have raised concerns that the island is to become "inaccessible" after CalMac imposed an up to 70 per cent increase in fares.

The public demonstration was held on Saturday, November 4 (Image: Cumbrae Ferry User Group)

The group say it has made travel unaffordable in the cost of living crisis and wants to see action on the reinstatement of discount season tickets, multi-journey tickets for disabled and SPT concession holders, enabling non-digital islanders to purchase multi-journey or return tickets on the island and enable teenagers to buy tickets online or multi-journey tickets without an adult present.

READ MORE: Frustrated islanders encouraged to join public rally over ticketing processes

They said annual season tickets effectively ended in December, last year at a cost of £463 after CalMac began a phase-out the previous December. They say an equivalent cost for a day return over 220 working days would set users back £792.

Angus Campbell, Chair of the Cumbrae Ferry Committee, said: “We feel that CalMac has left us ‘up a creek without a paddle’ and the photos of over one hundred islanders, who brought paddles to the demo make this clear.

"We have been abandoned by Transport Scotland and CalMac who have failed to address discrimination to islanders with CalMac’s new ticketing system.

“We want action from the Transport Minister and CalMac to deliver on commitments to resolve the ticketing issues which compromise the sustainability of the fragile community on Cumbrae.

"We have been in extensive dialogue since June and we do not see any solutions being brought forward."

The group have written to the transport minister for action (Image: Cumbrae Ferry Group)

Pam Currie, who works on the mainland and travels every day from Cumbrae, said “We have been loud and clear that their price increases are not fair.

"The removal of season tickets nearly doubles the cost of daily travel, particularly for those with grandchildren or elderly parents on the mainland who also need to travel at weekends or on holidays.

"We are being penalised by CalMac’s 'one size fits all' policy because our ferry service is short and doesn’t fit the model of the rest of the fleet.

"The punitive price hike for regular travellers has the greatest impact on working families and young islanders who would enjoy free travel to work, college or university anywhere else in Scotland - this risks driving families and young islanders off our island completely."

Islanders say they feel like they have been abandoned by the ferry operator (Image: Cumbrae Ferry User Group)

Continue to make changes

Robbie Drummond, chief executive of CalMac, said: “CalMac's new ticketing platform replaced a 26-year-old system which was end of life and no longer fit for purpose.

"Customers now have more opportunities regarding purchasing, managing, and using tickets.

"Since launching in May this year, thousands of customers have successfully used the platform and continue to do so daily.

"The new system is modern, used by many large ferry companies and offers significant benefits for the customer.

“Season ticket products were retired in a phased approach following the introduction of the Road Equivalent Tariff.

"However, we appreciate that islanders found multi-journey tickets convenient, and we continue to offer a 10-journey product.

“Customers can purchase single tickets in person from the port office in Cumbrae.

"In addition, single, return, multi-journey, and SPT concession tickets are available online or over the phone via our customer engagement centre. These tickets remain valid for the entire summer or winter timetable period.

“Children must purchase unaccompanied minors' tickets in person at the port or from a purser. We do this to protect the children travelling, which aligns with our Conditions of Carriage. It gives our colleagues the support to ensure they are comfortable allowing unaccompanied children to travel on a case-by-case basis.

“We continue to work with and engage with the communities we serve. In the context of the new eBooking platform, this means listening to and focusing on customer feedback.

"We recently met with residents at a public drop-in session on the island. We have already made changes and improvements to the booking platform based on valuable engagement sessions with our customers and communities and we will continue to make changes on this basis."