Key Takeaways:
- Multiple sailings on the Connemara ferry were cancelled due to a problem with the winch that controls the stern door, leaving 200 passengers stranded for 15 hours.
- Passengers were left out of pocket, with some having to spend over $1000 to get home, and others having to wait weeks for alternative sailings.
- Consumer NZ says that passengers are entitled to claim compensation for reasonably foreseeable costs, such as car hire, accommodation, and flights, under the Consumer Guarantees Act.
- Bluebridge has apologized for the disruption and is working to reschedule, refund, or recompense passengers, but has not disclosed what compensation it is offering.
- The company has added additional capacity, including an extra sailing, to help get passengers across Cook Strait as quickly as possible.
Introduction to the Issue
The recent cancellation of multiple sailings on the Connemara ferry has left many passengers stranded or out of pocket. A problem with the winch that controls the stern door led to 200 passengers being stuck for 15 hours on Thursday, and subsequent sailings of the Cook Strait ferry have been cancelled. This has resulted in a significant disruption to travel plans, with many passengers having to be rebooked or refunded. The issue has also raised questions about the level of compensation that passengers are entitled to, and whether Bluebridge is doing enough to assist those affected.
The Impact on Passengers
The cancellation of sailings has had a significant impact on passengers, with many having to spend extra money to get home. Gemma and her family, for example, were due to sail on the Connemara on Friday morning, but their trip was cancelled. They were unable to get on another sailing until the end of January, and had to scramble to get flights instead. This was a difficult and expensive process, with Gemma estimating that they spent over $1000 to get home. They also had to leave their van and trailer, which contained their jet ski, motorbike, and mountain bikes, in the North Island, and will have to make another trip to retrieve their belongings.
The Rights of Passengers
Under the Consumer Guarantees Act, passengers are entitled to claim compensation for reasonably foreseeable costs, such as car hire, accommodation, and flights, if a ferry is cancelled due to an event within the operator’s control. Consumer NZ says that passengers can also lodge a claim at the Disputes Tribunal if Bluebridge denies liability. Additionally, if a passenger feels that they have been misled, they can lodge a complaint with the Commerce Commission. In 2024, the Commerce Commission warned Bluebridge about potentially misrepresenting consumers’ rights to compensation when sailings were delayed or cancelled.
The Response of Bluebridge
Bluebridge has apologized for the disruption and is working to reschedule, refund, or recompense passengers. The company has added additional capacity, including an extra sailing, to help get passengers across Cook Strait as quickly as possible. However, Bluebridge has not disclosed what compensation it is offering passengers, and some passengers have reported being told that the company’s refund process does not take into account knock-on costs, such as accommodation and activities. Greg, a passenger from Northland, was told that he would be remiss to try to get compensation for these costs, and felt that the ferries were getting off light in terms of accountability.
Conclusion and Next Steps
The cancellation of sailings on the Connemara ferry has highlighted the need for passengers to be aware of their rights under the Consumer Guarantees Act. Passengers who have been affected by the disruption should be aware that they are entitled to claim compensation for reasonably foreseeable costs, and should not hesitate to lodge a claim at the Disputes Tribunal if Bluebridge denies liability. Bluebridge must also take steps to ensure that it is providing adequate compensation to passengers, and that it is being transparent about its refund process. The company must also work to prevent similar disruptions in the future, by ensuring that its vessels are properly maintained and that it has adequate contingency plans in place.
