Experts weigh in on whether passengers should have better protections and why a bridge to the island isn’t feasible. Find out more
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The breakdown of the ferry Queen of Surrey on Wednesday led to the cancellation of a number of sailings between the Sunshine Coast and Horseshoe Bay, renewing questions about the reliability of B.C. Ferries.
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Over the Easter weekend, three vessel breakdowns also led to the cancellation of several sailings.
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B.C. Ferries CEO Nicolas Jimenez said in the wake of the Easter breakdowns that 99.8 per cent of scheduled ferries trips leave as planned, but acknowledged that any delays or cancellations are frustrating for customers.
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But what is the process for a refund? Should there be a passenger advocate like there is for airlines? And is it possible for a bridge to be built from the mainland to Vancouver Island?
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Sunrise
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Here are three things you need to know:
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Are passengers entitled to refunds or compensation?
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B.C. Ferries will reimburse customers if their sailing is cancelled and they aren’t able to be moved to another one, with the fee deposited back into the customer’s account, according to the company’s website.
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If the company is able to move a customer to a different sailing, a refund will be issued if the customer says they can’t make the sailing and asks to be reimbursed.
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Passengers can also be refunded if they cancel their sailing, but will be charged a cancellation fee of $20 if it is less than four days before the sailing. If customers cancel four days or more before the sailing, there is a $5 cancellation fee.
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There is no reimbursement for missed hotel bookings that are a result of cancelled sailings, although if a passenger decides to walk on instead of drive after a cancelled sailing, B.C. Ferries will cover “reasonable parking fees” or a water taxi provided by the company.
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Why isn’t there a customer advocate like there is for airlines?
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There are multiple levels of protection for Canadians using air travel, with the Canadian Transportation Agency setting standards concerning compensation for flight delays, cancellations and lost baggage. A hotel room must also be provided for customers whose flight is delayed or cancelled and are required to stay overnight.
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A non-profit organization called Air Passenger Rights also regularly challenges airline policies and pushes for greater protections.
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B.C. doesn’t have that for the ferry service. The B.C. Ferries commissioner is supposed to regulate the company and set limits on fares. However, the office functions more like a regulator and less like an advocate.
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Infrastructure Minister Mike Farnworth dismissed the idea of setting up an independent body that would push for policy changes on behalf of B.C. Ferries customers.
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“We have a ferries board. We have a ferries commissioner. I don’t think we need any more bureaucracy. And I think the media does a pretty good job of advocating when something goes wrong with ferries. So no, thank you,” he said at the legislature.
