Steam Packet apologises for Ben-my-Chree delays

Overnight sailing from Heysham left more than six hours behind schedule

The Steam Packet Company has issued an apology to travellers caught up in additional delays to Ben-my-Chree’s schedule since yesterday morning.

The initial delay was due to the time required to repair damage to essential firefighting equipment.

This damage happened during loading operations at Heysham in the early hours, when a freight vehicle struck the deckhead pipework.

Wednesday's 8:45am departure from Douglas to Heysham eventually departed at 12:30pm, meaning its arrival in coincided with other vessels on scheduled services. 

As Ben-my-Chree was operating outside of the IOMSPC’s usual slot times, priority was given to it.

The Steam Packet says: "Understandably, this prioritisation also extends to the availability of tug drivers to unload and load freight trailers – as they were engaged with freight operations for the other arrivals and departures in the port.

"This circumstance was repeated overnight for the delayed 7:45pm and 2:15am departures, with the result that turnarounds have been much below the usual expectations. 

"Ben-my-Chree finally departed Heysham at 8:47 this morning and arrived time into Douglas at 12:45."

Isle of Man Steam Packet Company Managing Director Brian Thomson says: "We’re very aware this is a peak period for passenger and freight services. While we have largely managed to maintain continuity of services, the scheduled times have proven impossible to maintain – and for that we apologise sincerely. 

"We have tried to mitigate this as much as possible, but fully accept that cancellations or changes to schedules have a major impact on travel plans.

"We value our positive reputation for customer services. We have a robust feedback process, and we have a system in place for refunds or compensation in the event of delays, disruption or cancellations. 

"Anyone affected should visit our website, or speak to a member of crew or our Reservations Team."

He added: "Finally, I’d like to acknowledge the hard work and team spirit of all of our people ashore and onboard who have dealt with the challenges of the past few days professionally and cheerfully. 

"While we fully accept and acknowledge that the disruptions and delays to services have caused a lot of stress and confusion, as we target a return to normal service, I feel it is important for me to say this situation could have resulted in more cancellations had the team not responded so professionally, working a huge number of extra hours to ensure sailings kept going and traffic flowed in both directions."

Manxman departed Douglas for Heysham slightly ahead of schedule today.

Meanwhile, Manannan departed Douglas at 7:21am for Liverpool, resuming normal scheduled services after being impacted by the knock on from Ben-my-Chree’s delays on Wednesday.

Passengers affected by any of the ongoing disruptions can find useful information about their rights, compensation and feedback processes here.