Customer Update: MV Alfred Customer Update
MV Alfred Customer Update
Arran Service Disruption, September - October 2024
For the latest information on disruption affecting services to/from Arran between 24 September and 20 October, please read our dedicated Arran customer update.
Update 23 September, 16:35
Following our previous update earlier today, which you can read below, we wanted to provide the very latest information regarding the technical problem with MV Caledonian Isles, which has further delayed its return to service on the Ardrossan - Brodick route.
The vessel, which returned to Brodick, Arran yesterday, Sunday 22 September, following an extensive period of repairs at a shipyard on the Mersey, is currently undergoing investigation for an unforeseen technical problem with its port gearbox.
To facilitate repairs, the vessel will now temporarily relocate to the Ocean Terminal at Greenock, before moving to James Watt Dock in Greenock on Wednesday 25 September.
Our teams are working closely with external contractors to expedite these repairs as quickly as possible to return the vessel to service.
Latest update on Arran service plans
As we outlined in our previous update, MV Isle of Arran will continue operating the Ardrossan - Brodick service up to and including the 13:55 Brodick - Ardrossan sailing on Tuesday 24 September.
MV Isle of Arran is then required to enter dry dock for its own annual overhaul period, which cannot be delayed.
Therefore, services on the Ardrossan - Brodick route will be cancelled effective from the 15:15 Ardrossan - Brodick sailing on Tuesday 24 September, and will remain cancelled throughout Wednesday 25 September.
Customer bookings
If you have a booking which will be affected by this disruption, our teams will be in touch with you as soon as possible.
We know these service changes will have a significant impact on the affected customers and communities, and we'll do everything we can to support you. Work to contact customers and update our booking systems will take time, so please be patient - we'll contact you directly as soon as possible.
Whilst this work takes place, you may notice that some sailings on the Ardrossan - Brodick and Troon - Brodick routes appear unavailable - however, this is temporary, so please do check back.
Alternative routes to/from Arran
Troon - Brodick
MV Alfred will continue to operate the published Troon - Brodick timetable. View Troon - Brodick timetable here.
Customers should not present for travel on the Troon - Brodick service without a booking. We expect this service to be very busy in the coming days, and customers without a confirmed booking cannot be guaranteed travel.
To support foot passengers using the Troon - Brodick service, we are arranging shuttle buses to operate between Ardrossan Ferry Terminal and Troon Ferry Terminal to connect with MV Alfred departures and arrivals. Full details of these shuttle buses are available on our Service Status & Information page for the Ardrossan - Brodick route.
Claonaig - Lochranza
Customers are also reminded that the Turn Up and Go Claonaig - Lochranza service remains available, however, due to the volume of displaced traffic from Ardrossan - Brodick service, we expect the Claonaig - Lochranza service to be very busy, and extended wait times can be expected. View Claonaig - Lochranza timetable here.
If you are new to the Claonaig - Lochranza route, we've provided useful information here to help you on your journey
Next steps
As a matter of priority, we are currently reviewing our vessel deployment options to provide additional capacity on our Arran routes from Thursday 26 September, and we'll provide a further update on these plans by Wednesday 25 September.
Keep up to date with the latest information
Our Service Status & Information pages will keep you up to date with the very latest details. You can also follow our X (formerly Twitter) feed - @CalMac_Updates, and subscribe to our SMS text subscription services.
We'll also continue to keep you informed about MV Caledonian Isles and our Arran services through this Customer Update.
Passenger Rights information
Customers with existing bookings which are affected by service disruption retain certain rights and entitlements in line with The Merchant Shipping (Passengers' Rights) (Amendment etc.) (EU Exit) Regulations 2019.
Customers are advised that this disruption is due to technical reasons, and therefore the following Passenger Rights criteria apply (within the parameters detailed at the Passenger Rights section of our website):
Snacks, meals and refreshments
Overnight accommodation
Additional mileage incurred
Find out what you may be entitled to in the event of a disruption or cancellation to your sailing at the Passenger Rights section of our website, which also includes a link to our online claim form.
We're sorry for the inconvenience
As we mentioned in our previous update, we know this unexpected further problem with MV Caledonian Isles will be concerning and disappointing.
Our teams are doing everything they can to return the vessel to service as quickly as possible, and to support customers who will be affected in the coming days. This is also a challenging time for them, and we know you'll show kindness when interacting with them.
Thank you for your continuing patience and understanding, and we apologise for the inconvenience caused.
Update 23 September 2024, 12:15
We are keen to keep you up to date with the latest information on MV Caledonian Isles, and its progress to returning to service on the Ardrossan - Brodick route.
Following successful sea trials on Friday 20 and Saturday 21 September, the vessel sailed back to Brodick, Arran, after departing from the shipyard on the Mersey, where substantial repairs have been taking place since February 2024.
Following completion of berthing trials yesterday evening, Sunday 23 September, routine checks identified an issue with the vessel's port gearbox, which requires investigation before it returns to service.
Investigations began immediately after the problem was identified, and are continuing this morning, Monday 23 September, in collaboration with the manufacturer.
Effect on Arran services
Monday 23 September
MV Isle of Arran will continue operating the timetabled Ardrossan - Brodick service today, Monday 23 September - we had built this possibility into our contingency planning, and existing customer bookings will not be affected,
Tuesday 24 September
MV Isle of Arran will also remain operating the timetabled Ardrossan - Brodick service on Tuesday 24 September up to and including the 13:55 Brodick - Ardrossan sailing.
As MV Isle of Arran has a smaller capacity than MV Caledonian Isles, some bookings for sailings up to and including the 13:55 Brodick - Ardrossan will be affected - if you have an existing booking which is affected, our teams will be in touch with you directly as soon as possible.
Our booking system is currently being updated to reflect these changes. Whilst this work takes place, it may seem that some sailings are unavailable - however, this is temporary, so please do check back.
We'll provide further details on our service plans beyond this point as soon as possible, once more information becomes available regarding the status of MV Caledonian Isles.
MV Alfred remains operating the Troon - Brodick service, as previously advised, until 19 October.
Keeping up to date with the latest information
As always, we'll keep you up to date with the very latest via our Service Status & Information pages, X (formerly Twitter) feed - @CalMac_Updates, and our SMS text subscription services.
We'll also continue to keep you informed about MV Caledonian Isles and the Ardrossan - Brodick service through this Customer Update.
Thank you to our customers and communities
We know this unexpected further problem will be concerning and frustrating - our teams continue to work hard to return MV Caledonian Isles to service as soon as possible. Thank you for your continuing patience and understanding.
Update 20 September 2024
We wanted to update our customers on the latest information on the ongoing repairs to MV Caledonian Isles, which would ordinarily operate our Ardrossan - Brodick service, and the vessel's expected return to service.
In our previous update on 13 September, which you can read below, we explained that, due to a delay in this very complex and substantial repair process, we now expected sea trials to take place on 16 & 17 September. However, those sea trials were further delayed.
Reason for the delay to sea trials
During testing of the starboard main engine, an additional issue was identified, involving leaks in a cylinder head. This issue needed to be investigated and rectified before full securing and commissioning of the starboard main engine could take place, and before sea trials began. This has caused a knock-on delay to the vessel's passage from the shipyard on the Mersey back to Arran.
This work was crucial, not only to ensure that sea trials could be completed successfully, but also to maintain the future reliability of the vessel.
Next steps
We're pleased to inform you that sea trials will be underway this morning, Friday 20 September, and will continue for the remainder of today, Friday, and tomorrow, Saturday 21 September.
We are confident that these will be completed successfully, allowing the vessel to sail from the Mersey back to Arran overnight on Saturday 21 September.
Once the vessel arrives back at its home port on Sunday 22 September, ramp trials and compass adjustments will be completed, allowing the vessel to return to service on the Ardrossan-Brodick route on Monday 23 September.
Contingency plans for any further delay
We want to assure our customers that our teams continue to work closely with the shipyard, and contingencies have been developed should there be any further delays to sea trials, or in response to any issues identified during them.
Customer bookings
We are conscious that customers with upcoming bookings for Ardrossan-Brodick services may need information and reassurance about their travel arrangements.
MV Isle of Arran and MV Alfred will continue to operate services to/from Arran on Friday 20, Saturday 21, and Sunday 22 September - if you are travelling this weekend, please keep in touch our Service Status & Information pages, as adverse weather conditions are affecting Arran services.
MV Alfred will continue to operate Troon - Brodick services, as published, until 19 October, and our booking system remains open for these sailings.
We've planned for MV Isle of Arran to remain operating the Ardrossan - Brodick service on Monday 23 September. Our booking system reflects MV Isle of Arran's capacity for Monday 23 September, and remains open for bookings.
We fully expect MV Caledonian Isles to return to the Ardrossan - Brodick service on Monday 23 September, taking over from MV Isle of Arran, and the Ardrossan - Brodick service remains open for bookings.
In the unlikely event of any further delay to MV Caledonian Isles' return to service beyond Monday 23 September, please be assured that our teams will be in touch directly any customers with bookings which may be affected.
How to keep up to date with the latest information
As always, we encourage all customers to keep in touch with our normal communication channels, for the very latest up-to-date information - our Service Status & Information pages, X (formerly Twitter) feed - @CalMac_Updates, and our SMS text subscription services.
As we mentioned above, if you have an existing booking which is affected by any type of service disruption, our teams will contact you directly.
This Customer Update will also be further updated on Monday 23 September, to bring you up to date with the latest background information.
Thank you again to our customers and communities for your patience and understanding during the recent period - please be assured that our teams continue to work hard to manage the return of MV Caledonian Isles to service.
Update 13 September 2024
We are keen to keep our customers informed on the ongoing repairs to MV Caledonian Isles, which would ordinarily operate on our services between Ardrossan-Brodick, Arran.
Repairs are continuing to progress. However, sea trials have been rescheduled. This is due to a delay caused by the securing of the Starboard Main Engine to the vessel bedplate. An alternative proposal was created and has now been approved. Work on this approved approach will commence today, 13 September 2024.
As a result, we now expect sea trials to take place on 16 & 17 September. Should they be successful, we expect the vessel to be back in service within a couple of days of their completion.
Our teams are working with the shipyard to closely monitor and continue to expedite this complex and substantial repair process - which has involved removing and dismantling engines completely.
MV Alfred will now continue to operate the Troon-Brodick services until 19 October - and this service is open for reservations. Bookings for sailings on the Ardrossan-Brodick route also remain open as normal for reservations and amendments.
Thank you for your continued patience. We will continue to keep you updated of any further developments and, as always, the latest information on our Arran services is available on our Service Status and Information pages for the routes.
Update 3 September 2024
Further to our previous updates on repairs to MV Caledonian Isles, we wanted to update our customers on the latest information.
Repairs to the vessel are continuing to progress. Final alignment work to the vessel is ongoing, and following this sea trials will commence. We expect sea trials to complete by approximately 10 September.
We'll continue to keep you updated on this progress, and an update on the vessel's return to service will be provided in due course.
In the meantime, MV Alfred will continue to operate the Troon-Brodick service, with MV Isle of Arran operating on the Ardrossan-Brodick route.
As always, the latest information on our Arran services is available on our Service Status and Information pages for the routes.
Update 29 August 2024
Repairs to MV Caledonian Isles are progressing and the vessel is expected to begin sea trials from Wednesday 4 September 2024. MV Alfred will continue to operate sailings from Troon-Brodick. MV Isle of Arran will continue to operate Ardrossan-Brodick.
Sailings from 10 to 23 September 2024 are now open for bookings and amendments. All customers affected have been contacted by our teams and any remaining space is now available to book.
For up to the minute details on the service status of sailings to / from Arran, please check our Service Status & Information pages for the routes.
An update on the return date of MV Caledonian Isles will be provided following successful sea trials.
Update 7 August 2024
The return to service of MV Caledonian Isles - the vessel which ordinarily serves the Ardrossan-Brodick route is likely to be further delayed.
Customer bookings
We are currently updating our booking system to reflect the fact that MV Alfred (Troon- Brodick) and MV Isle of Arran (Ardrossan-Brodick) will continue to operate the Arran service together until MV Isle of Arran departs for overhaul on 24 September.
While this work is underway on the system, it may seem that bookings between 29 August and 23 September are unavailable - however, this is temporary, so please do check back.
For full details on repairs to MV Caledonian Isles, please check our relevant customer update.
As always, the latest information on the Arran services is available on our Service Status and Information pages for the routes.
Update 9 July 2024
We are pleased to update our customers with news that Transport Scotland has agreed to a further six-month extension of our current charter of MV Alfred. This means the charter scheduled to end on 4 September will remain until March 2025.
MV Alfred will provide additional resilience to the network during the remainder of a busy summer period, and the next winter timetable, which includes an annual overhaul schedule.
The vessel has primarily operated to and from Arran, sailing the Ardrossan/Troon - Brodick route. Plans beyond then will be agreed in consultation with stakeholders in the next few weeks.
During her time with us, she has undergone ramp modifications, which allows her to accommodate all types of vehicles, except for motorhomes over 6 metres or any vehicle towing a caravan.
As the vessel has no retail offering on board, we are currently exploring options to improve this should MV Alfred be deployed to a service with an extended passage time. We will keep customers updated should this be the case.
We are also pleased to confirm that MV Caledonian Isles, which has ordinarily served the route between Ardrossan - Brodick is still on schedule to return to service by the end of August. The vessel has been in drydock for extensive repairs since January. In addition, during MV Alfred's six-month extension period, we expect two new major vessels in MV Glen Sannox and MV Isle of Islay to enter service, further strengthening our position to improve the lifeline services we provide to islands across our network.
Update 12 February 2024
MV Alfred, which has been delivering a freight service from Troon-Brodick, will be deployed on our Uig-Tarbert and Uig-Lochmaddy route from Monday 12 February, when MV Hebrides departs for annual scheduled overhaul. She will be in operation on this route until 16 February inclusive, delivering an amended timetable, published on our service status and information page, primarily due to tidal restrictions at both Uig and Lochmaddy because of recent infrastructure works at ports by the relevant harbour owners.
Update 6 November 2023
We are pleased to update our customers that Transport Scotland has agreed to a six-month extension of our current charter of MV Alfred, providing additional resource through the winter and annual overhaul period, and as we start planning for the summer timetable.
The charter will be in place until 21 August 2024 providing additional resilience across the network as required.
To allow us the option for MV Alfred to berth at Campbeltown or Troon while operating on the Islay route, ramp modifications are required. Islay deployment will be restricted to operating to and from Ardrossan until these modifications are complete. We are working closely with owners Pentland Ferries to ensure this is carried out as quickly as possible. This should have no impact on the immediate service of the vessel.
We are also looking into retail and dining options to improve the customer experience when travelling on MV Alfred on the Islay route and will keep customers informed.
Her deployment plans for the coming months will be confirmed shortly and customers will be notified as soon as plans have been finalised.
Update Friday 27 October 2023
As a result of MV Alfred trials at Stornoway being unsuccessful for scheduled service due to fit on the linkspan, the vessel is unavailable for timetabled freight service on the Stornoway-Ullapool route.
In addition, MV Alfred has reported an issue with her thruster which requires a repair to be carried out.
MV Alfred will therefore depart Stornoway on the afternoon of Friday 27 October and travel to Tarbert Harris. On Saturday 28 October the vessel will depart Tarbert Harris and travel to Troon to allow contractor attendance for repairs to her thruster. MV Alfred will take over service from MV Caledonian Isles on Saturday 4 November, which will allow MV Caledonian Isles to carry out network berthing trials.
MV Hebridean Isles will undertake the Stornoway-Ullapool freight service until 2 November when MV Arrow will take over. MV Hebridean Isles deployment after 2 November has yet to be confirmed and will be announced as soon as possible.
We will keep our customers updated on any changes to services through our service status and information pages.
Friday 29 September 2023
Due to a technical issue with MV Alfred's gearbox the vessel is currently out of service. As a result, the berthing trials scheduled for Stornoway-Ullapool which were to take place this week, have been delayed. However, it is the intention to undertake these as soon as the vessel is available for service again.
Pentland Ferries, the vessel owners, have advised on a timeline for parts, repairs and trials of 9 days. This would see the vessel be available for return to service from Tuesday 10 October. Concurrent repairs will also be undertaken on MV Alfred's bow thruster, essential for Port Askaig operations, with both issues targeted for resolution prior to the vessel's return to service.
We are currently reviewing future deployment plans after this period, including the revised Stornoway berthing trials. We will continue to engage with the vessel's owners and keep customers informed.