Key Takeaways
- Bluebridge passengers have been left stranded or out of pocket due to cancelled sailings caused by a ramp fault on the ferry Connemara.
- The problem with the winch that controls the stern door has led to multiple sailings being cancelled, affecting many passengers who have had to be rebooked or refunded.
- Passengers are entitled to claim compensation for reasonably foreseeable costs, such as car hire, accommodation, and flights, under the Consumer Guarantees Act.
- Consumer NZ has warned that if Bluebridge denies liability, consumers can lodge a claim at the Disputes Tribunal.
- The Commerce Commission has previously warned Bluebridge about potentially misrepresenting consumers’ rights to compensation.
Introduction to the Issue
The Bluebridge ferry service has been experiencing significant disruptions due to a mechanical issue with the ferry Connemara. A problem with the winch that controls the stern door has led to multiple sailings being cancelled, leaving many passengers stranded or out of pocket. The issue has resulted in 200 passengers being stuck for 15 hours on Thursday, and subsequent sailings have been cancelled, affecting hundreds of passengers who have had to be rebooked or refunded.
Passenger Experiences
Passengers who were affected by the cancellations have shared their experiences, highlighting the difficulties they faced in getting to their destinations. Gemma and her family, who were due to sail on the Connemara on Friday morning, were unable to get on another sailing until the end of January. They had to scramble to get flights, which was a challenging and expensive task, especially since they had to get a crate for their dog. The family estimated that they had spent more than $1000 to get home and were hoping that Bluebridge would compensate them for the flight cost. Another passenger, Greg from Northland, was also unable to get rebooked for weeks and felt that the ferry company was not taking enough responsibility for the disruption.
Consumer Rights
According to Consumer NZ, if a ferry is cancelled due to an event within the operator’s control, such as a mechanical issue, consumers have rights under the Consumer Guarantees Act. Passengers are entitled to claim compensation for reasonably foreseeable costs, such as car hire, accommodation, and flights. If Bluebridge denies liability, consumers can lodge a claim at the Disputes Tribunal. Additionally, if passengers feel 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.
Company Response
In a statement, StraitNZ Bluebridge spokesperson Will Dady said that the company was working with passengers to reschedule, refund, or recompense where appropriate. The company has added additional capacity, such as an extra sailing, and is looking forward to returning to its regular schedule. Dady apologized for the disruption caused and thanked passengers for their patience. However, Bluebridge did not respond to questions around what compensation it was offering passengers. The company’s response has been criticized by some passengers, who feel that they are not being adequately compensated for the disruption.
Conclusion
The cancellation of Bluebridge sailings due to a mechanical issue has caused significant disruption to passengers, resulting in financial losses and inconvenience. While the company has apologized for the disruption and is working to reschedule and refund passengers, some passengers feel that they are not being adequately compensated. It is essential for passengers to be aware of their rights under the Consumer Guarantees Act and to seek compensation for reasonably foreseeable costs. The Commerce Commission’s previous warning to Bluebridge about potentially misrepresenting consumers’ rights to compensation highlights the need for the company to be transparent and fair in its dealings with passengers.
