Customer Update from Robbie Drummond - October 2022

Update to timescale for new booking and ticketing system 

As many of you will know, we are working on the implementation of a new booking and ticketing system, and I wanted to let our customers know that we are deferring its planned October 2022 launch until early 2023.

For successful implementation, we must ensure the new system can operate at full capacity from day one and we are working with E-Dea, the system provider, to iron out a dwindling number of technical issues arising from the inherent complexity of Caledonian MacBrayne's routes, services and operations.  

Progress and priorities  

Although we've chosen to delay the launch date, considerable progress has been made in delivering the new system to date, and the focus remains on continuing stress-tests, and identifying and removing any potential challenges for customers and colleagues.

It's the biggest business change project in our 171 year history and delivery of this system remains a priority for us. The views of more than 4,500 customers have informed our approach and we understand the importance of getting the solution right. We will be sharing details on the types of enhancements, and changes it will deliver for customers on this dedicated section of our website. We'll continue to add to this as the project progresses. Ultimately, when launched, the system will give us the ability to offer greater choice on the purchase, management and use of tickets and it will transform the way in which we operate and engage with our customers, who are always our top priority.  

Thank you  

Thank you for your patience and understanding as we work to deliver this important project. I remain confident we will be able to activate the new system in early 2023 and our commitment remains to communicate the changes and benefits to you ahead of launch. You can re-visit this dedicated webpage for the latest updates and information on the project.  

Robbie Drummond
Managing Director, CalMac Ferries Ltd