Never wrong are they? Planes v ferries: weighing the costs

TT-Line response to a customer complaint, HERE.

Dear Mr Tuffin,

Thank you for your feedback.

Upon making a reservation via Spirit of Tasmania’s internet booking platform, as was the case in this instance, booking confirmation in the form of an E-ticket is provided to the customer with the following information being provided:

Check-in commences 2.5 hours prior to scheduled departure and closes 45 minutes prior. Passengers who arrive after check-in closes will be refused carriage and the fare will be forfeited. Photo ID is required for check-in. For pensioner fares, a valid Australian Pension Concession Card/s must be shown at check-in or the difference between pensioner and adult fares will be payable.

In reviewing your feedback, I do acknowledge that a telephone call was made at approximately 6.59pm on 10 June and in which a date change to your reservation was made due to you being unable to make check-in by 6.45pm or 45 minutes prior to the scheduled departure. I can appreciate your frustration and the inconvenience behind being unable to travel as anticipated on the 10th; however staff on this occasion have followed the correct procedure in amending your travel to the following evening and whilst check-in may have been slightly delayed on 10 June, this was due to internal operational reasons and not due to delaying check-in for passengers. Again, I can appreciate your frustration however please be assured Spirit of Tasmania has endeavored to assist you as far as possible on this occasion.

Thank you for taking the time to provide your feedback in writing and I hope to welcome you back as a future passenger with Spirit of Tasmania.

Kind regards,

Josie McGuire
Manager – Customer Relations
SPIRIT OF TASMANIA

• Clive Dorman, SMH: Planes versus ferries: weighing the costs