Problems with CalMac’s new ticketing system have left regular passengers on the Kilcreggan ferry effectively facing a 41% increase in ticket prices.
Ten-journey tickets became unavailable last week – after passengers were initially given free rides as the £18m system failed when it was introduced in May.
The price hike – which follows a 50% increase imposed by Strathclyde Partnership for Transport five years ago, before the service was transferred to CalMac – came in the same week that Transport Minister Fiona Hyslop announced a freeze on ferry fares in the region.
It is said to be temporary, but CalMac has not given a date when the ten-journey tickets will be restored – costing £26.20, they have been unavailable since June 27.
A single ticket for the service to Gourock costs £3.80 and a return is £7.40.
Passengers trying to buy ten-journey tickets on board as usual have been told to complain to CalMac, and have tried in vain to buy tickets online.
A CalMac spokesperson said: “The 10-journey ticket for the Kilcreggan service has not been withdrawn, however, due to a technical issue with this particular ticket on this route, it is temporarily unavailable for purchase.
“We are working with our system suppliers to fix this as a priority and will confirm its availability as soon as we can.
“Once the system supplier has provided the update, customers will be able to book the ten-journey ticket online by registering for an account, which will allow them to purchase these tickets.
“You will also be able to purchase a 10-journey ticket onboard, with or without an account, however this is not recommended as if you buy the ticket onboard and then lose it, we will not be able to replace it.”
A sign at Gourock, where CalMac is based, tells customers to buy tickets on board.
The state-owned operator’s new system was hit by problems across its entire network when it launched on May 17, with payments not being processed on the first morning.
Afterwards CalMac apologised, saying: “As expected with a system change of this scale, several issues were experienced on launch day.
“In many cases these were peripheral to the core system but nevertheless disruptive for customers and increased pressure on staff.”
A Transport Scotland spokesperson said of the Kilcreggan problems: “It’s an issue for CalMac, as I understand it’s linked to the new ticketing system.”
Read more: MSPs attack ‘culture of blame-shifting’ on ferries
Announcing the fares freeze, Fiona Hyslop highlight=ed the impact of the cost of living crisis.
She added: “The decision to extend the fares freeze on our ferry networks will help support the communities that depend on these vital services.
“The Scottish Government is acutely aware of the current challenges being faced by these communities, particularly with disruption to services on the Clyde and Hebrides network, although the situation will improve as new tonnage starts to join the fleet from next year.
“Our Fair Fares Review, which will report by the end of this year and recommend a package of measures which can be considered for implementation from 2024-25 onwards, will aim to ensure a sustainable and integrated approach to public transport fares that supports the future long term viability of a public transport system that is accessible, available and affordable for people throughout Scotland.”
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