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A Channel Islands coach operator has hit out at Condor over delays it says have disproportionately affected its operations.
Managing Director of Island Coachways said that "proper information" was not given about the delayed arrival of Condor Liberation into Guernsey on Saturday (13 August), which saw the ferry arrive after midnight instead of 21:00.
“As a coach operator, we are used to delays, whether at the harbour or airport. However, with Condor Liberation’s timetabled arrival into St. Peter Port at post 21:00, if this service is delayed it disproportionately affects our operations,” said Ms Beacom.
“Once the arrival is delayed past 22:00, we have to cover our drivers work for the following morning as everyone needs to rest to drive safely.”
Pictured: The Condor Liberation service from Poole to Guernsey was delayed by three hours on Saturday 13 August. (Makasana Photo)
Ms Beacom said the company was “expecting an hour’s delay” of the service.
“At the point the local information was still showing the boat to be arriving shortly, it was sitting in Jersey Harbour. We now use the boat tracker rather than arrivals board to check for arrivals,” she said.
“I was in contact with a passenger onboard who confirmed that they had been loaded but that they had not left Jersey harbour. When the information was finally updated to 23:45, we contacted all accommodation providers to ensure they would still be open to accept our holiday makers.
“All hotels were extremely accommodating but there are financial costs and human costs to services running this late.”
Pictured: Island Coachways Managing Director, Hannah Beacom.
A spokesperson for Condor said the company “sincerely regrets the inconvenience caused” by the delay: "As with all transport operators, it is disappointing when services run behind schedule for any reason and travel for passengers is disrupted.
“Condor Liberation picked up a delay earlier last Saturday which impacted on the timing of the sailing to Guernsey, so she was running approximately three hours late. Our crews and port side staff worked hard to minimise the impact on passengers who were kept informed by SMS, email and at check-in.”
Passengers on Saturday’s service, Michael and Paula Williams, said that they were not advised of the delay when they checked in.
“We arrived 45 minutes before check-in was due to close. We weren’t given any information at check-in that there was a delay. After we had checked in, we could see that the ship had not arrived, so we knew there was going to be a delay,” said Mr Williams.
Pictured - left to right: Michael, Paula, Sam and Matthew Williams were all travelling on the delayed service from Poole.
Mr and Mrs Williams, who were travelling with their two sons, said that “the captain did issue an apology, but all we were told was that the delay was because Condor was busy”.
“At one point, they issued an announcement that the tide was now going against us, which was concerning because one of my sons needed to be at work at 07:00 Sunday morning and I needed to be at work for 08:00,” said Mr Williams.
Mrs Williams added: “This is a service we have to rely on to get on and off the island. We couldn’t fault the Clipper on our outbound journey, but yet again the Liberation let us down, as it has continued to let the island down.”
Despite the disrupted service, Mr and Mrs Williams said they “couldn’t fault” staff on board the Liberation. “Condor doesn’t deserve their staff,” said Mr Williams.
Pictured: The Condor Liberation arrived in St Peter Port after midnight on Saturday.
Unlike Guernsey Airport, Guernsey Harbour does not close at a certain time. Mrs Beacom said this can result in services arriving “at any time of the night”.
“I do not believe that this is a reasonable service for their foot passengers that will not find taxis for onward travel,” she said.
“I do not want to criticise our colleagues at Condor. All were working extremely hard under a difficult situation. However, without proper information, either on the arrivals board or through their own social media, it makes our planning extremely difficult.”
Mrs Beacom said that a lack of communication from Condor has been an issue in the past.
“On a previous delay, the information board was stating 'Contact Condor'. As this information went up on the board outside working hours, neither the local nor national phone number for Condor was answered,” she said.
“Condor did not respond on Twitter or Facebook. Though they do make efforts to contact passengers, those of us that are transporting or accommodating guests need much better information than currently being provided.”
Condor “regrets” travel disruption after passengers sleep in terminal
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