Key Takeaways:
- The Interislander ferry Kaiārahi experienced steering problems during a voyage across the Cook Strait, resulting in a six-hour delay for passengers.
- The vessel returned to Wellington as a precaution, with passengers disembarking at 10:40pm, over 30 minutes after docking.
- Passengers reported a lack of communication and confusion regarding rebooking and refunds, with some choosing to book alternative sailings with competitor Bluebridge.
- KiwiRail has stated that the issue has been resolved and is working to accommodate affected passengers and freight customers.
- The company has apologized for the disruption and assured that safety is its top priority.
Introduction to the Incident
The Interislander ferry Kaiārahi experienced a significant disruption on Friday, leaving passengers stranded on board for over six hours. The vessel, which was traveling from Wellington to Picton, encountered steering problems during its 3:30pm voyage. As a precautionary measure, the ship returned to Wellington, docking at 10:05pm. This unexpected turn of events caused significant inconvenience to passengers, many of whom had been looking forward to arriving at their destination on time.
Passenger Experience
A North Island man, who wished to remain anonymous, shared his experience of the ordeal. He reported that passengers were relatively calm initially, but as the hours passed and the ship’s return to Wellington was announced, tension and stress began to build. The lack of communication from the crew and staff was a major source of frustration, with passengers receiving limited updates and often being left with more questions than answers. The passenger noted that many people on board chose to book alternative sailings with Bluebridge, highlighting the level of dissatisfaction with the handling of the situation.
Investigation and Response
Wellington harbourmaster Grant Nalder explained that the crew still had control of the wheel, despite a technical problem with the steering. The issue was discovered during regular checks as the ship approached Tory Channel, and the decision was made to return to Wellington to investigate and resolve the problem. KiwiRail Interislander executive general manager Duncan Roy stated that the issue has been resolved and the company is working with Maritime New Zealand to return the Kaiārahi to service. Roy apologized for the disruption and assured that safety is the top priority, with plans to schedule additional sailings and accommodate affected passengers as soon as possible.
Communication and Refund Concerns
The passenger who spoke to the media expressed uncertainty about whether he would receive a refund for the disrupted sailing. He also mentioned that he had received a text message advising him of a rebooking on a Saturday morning sailing, but this was too late, as he had already missed the event he was planning to attend. The lack of clear communication and confusion about refunds and rebookings added to the frustration and stress experienced by passengers. KiwiRail has acknowledged the importance of keeping customers informed and has promised to reach out to affected passengers to accommodate them as soon as possible.
Resolution and Future Plans
KiwiRail is taking steps to prevent similar incidents in the future, with a focus on maintaining the safety and reliability of its services. The company is working closely with Maritime New Zealand to ensure that the Kaiārahi is seaworthy and ready to return to service. In the meantime, KiwiRail is contacting freight customers directly to manage freight and minimize disruptions. The company’s commitment to safety and customer satisfaction is evident in its response to the incident, and it is likely that measures will be taken to improve communication and customer service in the event of future disruptions.
Conclusion
The incident involving the Interislander ferry Kaiārahi highlights the importance of effective communication and customer service in the transportation industry. While the safety of passengers and crew is paramount, it is equally important to keep customers informed and provide clear guidance on refunds, rebookings, and other arrangements. KiwiRail’s response to the incident demonstrates a commitment to safety and customer satisfaction, and it is likely that the company will take steps to prevent similar incidents in the future. As the busy holiday season approaches, it is crucial that transportation providers prioritize the needs of their customers and strive to provide reliable and efficient services.
