Unplanned and essential travel

While most journeys are booked in advance, sometimes pre-booking a ticket will not be an option and last-minute booking might be required.

Around 995 respondents answered Question 3.

Reserving capacity for local residents

The most frequent suggestions related to the operator reserving capacity for emergency travel, either setting aside cabins or vehicle space for emergency use, or reserving capacity for lifeline travel. Shetland residents were more likely to highlight the need to reserve cabins for emergency use while a larger proportion of Orkney residents commented on the importance of vehicle space. A small number of respondents gave examples of circumstances where individuals or families have been unable to travel in an emergency situations or highlighted limitations around the existing allocation of travel space for NHS treatment. A ‘Local authority or transport partnership’ respondent argued that the next NIFS contract should make explicit provision for last-minute, urgent travel as a reality of island life.

There was some variation in the number of spaces that respondents envisaged might be kept for emergency use: with respect to cabins, respondents who suggested a particular quantity typically proposed a only small number (either one or two cabins,) with fewer opting for a larger number (of up to 10 or 10% of cabins).

Additionally, there were more general requests to ‘prioritise’ travel for islanders or to keep an allocation of cabins or vehicle space for use by local residents, and calls for the operator to prioritise the interests of islanders over those of tourists. A small number of respondents expressed their feeling that the present service is being run to benefit tourism rather than as a lifeline service for islanders.

It was also suggested that the operator could support urgent travel by local residents by: providing real-time availability updates through the booking system and at terminals; reducing the required check in time; restricting block bookings by businesses; removing freight traffic from passenger vessels; or allowing passengers to travel on freight services.

Event feedback

Feedback provided by attendees at the community event in Stromness included:

“Urgent travel very difficult on Aberdeen boat, especially if you need to take a car.”

Comments from the event in Lerwick included:

“Freight and tour operator block bookings cause islander problems.”

“Islanders must be a priority - this is not a cruise ship.”

Increasing total capacity

There were calls to support urgent travel by increasing total capacity for both cabins and vehicles (particularly during the summer months) by providing:

• larger vessels or a larger fleet.
• more cabins.
• shared cabins.
• more sailings and specifically daytime sailings.

Managing emergency travel

With respect to how any reserved capacity for urgent travel might be managed suggestions included that:

• criteria and processes for access to reserved space would need to be defined clearly.
• a user-friendly process for accessing reserved space would be required, with the operator providing guidance on how to access emergency spaces via their website and a staffed helpline or online function to ensure urgent cases are assessed fairly and consistently.
• operator staff should be trained to manage situations where last minute travel is required.
• a lower fare could be charged for emergency, medical or compassionate travel.
• any reserved space not required for emergency travel should be released to the waiting list, with the most frequent suggestion that this should be at departure, followed by various points earlier in the same day.

Other points on the operation of a waiting list included that there should be a transparent system that reallocates cabin or vehicle spaces that become available to the passengers at the top of the list, and that those needing to travel in an emergency should be prioritised ahead of other users on the waiting list. Regular publication of data on urgent allocations and waiting list outcomes was also suggested.

It should be noted that respondents also reported that the current operator’s staff already do their best to accommodate passengers needing to travel at short notice, although one ‘Trade union’ respondent suggested that more staff in passenger adviser roles could be provided.