We have been passing on to CalMac the many issues passengers have been experiencing with the new ticketing system. Slowly the kinks appear to be getting ironed out.
However, we’ve become aware of a significant issue that is a result of procedural changes brought in by the new system. It does not appear to be explained on the company’s website.
All sailings now have a ‘check-in opening time’, that is 2 hours before sailing. We’ve been used to having a check-in closing time (which varies by route, but is 30 minutes before sailing on Craignure-Oban). Check-in opening time is new, and it has a significant impact.
After Check-in opens, all ticket sales and amendments have to be handled by the port, rather than the call centre. So if you need to make an amendment less than two hours before sailing, the only way you can do it is by ringing CalMac and asking to be put through to the relevant port.
As well as this, after check-in opens the online ticketing system will indicate that all tickets are sold out, regardless of whether in fact the ferry is full or not. So if you are checking availability less than 2 hours prior to sailing time, be aware that even though the system says ‘sold out’, that may not be the case. The only way for you to find out if there is space is by phoning CalMac’s main customer services number and asking to be put through to the port. (Alternatively ring the port direct and press option 2, but often port staff don’t have time to pick up)
The image above illustrates the problem. It was generated at 10:20am today, and shows availability for a single foot passenger. In reality, neither the 11:25 nor the 12:15 sailings are sold out (in the summer there is always ample foot passenger capacity), but because they are less than 2 hours away, they are automatically shown as ‘sold out’.
We have raised this issue with CalMac, and suggested that the messaging needs to change. If spaces remain the system should show that, and direct you to the port if necessary.
The key takeaways are:
- If you are travelling as a foot passenger on a Craignure-Oban sailing in less than 2 hours time, ignore what the ticketing system says about ticket availability. In the summer months with the Isle of Mull operating, it is very very unlikely that the ferry will have sold out. (The Isle of Mull carries up to 962 passengers, and the record number carried in the past five years is just 660). If you haven’t bought a ticket yet don’t worry – just turn up at the port and buy one there.
- If you need to make a vehicle booking amendment or buy a new ticket and you are considering a sailing that departs in less than 2 hours, the only way you can find out if there is space is by ringing CalMac and asking to be put through to the port.