BC Ferries says locking the village gate at the Horseshoe Bay terminal protects passengers. But that's not holding much water for Bowen Islanders, including the chair of Bowen Island's ferry advisory committee.
Many islanders are complaining that the locked gate is inconvenient, making it a longer trek to get to and from the ferry. They question why such a change was necessary.
Darin Guenette, public affairs manager for the ferry corporation, said the change enhances safety by having all passengers go through the terminal building and use the overhead walkway. "The fewer entrances and exits, the easier it is to monitor safe passage and be aware of customer movements."
Reducing the possibility of people using the gate as a way of not paying for a ticket is also a motivation behind the change. The gate makes it easier for a foot passenger to get into the car of a friend or family member. Guenette did not say how much money B.C. Ferries feels it may have lost through fare evasions, nor why anyone attempting to evade fares could not now use the new overhead walkway to access the vehicle area.
Long-time islander Kim De Sante chairs Bowen's FAC and feels locking the gates represents reduced service and that B.C. Ferries has not provided an adequate reason for having done so. "If there's really a security problem, having one gate locked isn't going to solve the problem," De Sante says.
The lack of input from customers on this issue, and on others such as the 10 -inute passenger ticket cut-off rule and passengers having to wait until after cars have off-loaded, highlights the fact there is no manner in which the needs and wants of ferry-users can be expressed.
"The real problem is that the Bowen ferry traveller has nowhere else to turn to have this drop in service quality reasonably heard, i.e. some regulatory body that can be independent and determine an appropriate balance with customer service considered," De Sante said.
With a public utility that has a monopoly, customers can't "vote with their feet" and choose a service that more fits their need. Therefore, De Sante said, there must be an independent arbiter set up for grievances to be filed and for the voice of the Bowen Island ferry traveller to be heard.
"In the current set up the voice of the customer is at best mute," De Sante said.
With the new system only customers with bikes, kayaks or dogs may leave through the gates while others must take a longer route. Upon purchasing a ticket, passengers permitted gate use are given a four-digit code to open the gates. Leaving the terminal is monitored by the control tower and staff there respond when a button is pushed by a departing passenger.
Guenette declined to reveal how much the project cost. "As sharing the costs associated with having this work done may compromise our competitive bidding/contracting process for other projects, BC Ferries will not share the actual costs at this time," Guenette said.
"BC Ferries recognizes that customers may require some time getting used to these changes and we appreciates their co-operation and understanding," he added. "To this, we continue to make enhancements to signage and procedures, in the hope that the adjustment is as smooth as possible."
