Our enhancement and change plan

In partnership with Transport Scotland, we have developed an enhancement and change plan designed to improve service delivery and address concerns among our customers and stakeholders. In this plan, we have set out a series of initiatives which will get underway during the duration of the extension period for the CHFS2 contract, which runs until 1 October 2025. 

The publication of this plan marks the first step in a period of change which will improve our ferry service, and the experience every customer has from the moment they search for a route to book until the moment their journey is over.   

The plan also incorporates feedback from discussions with those who rely on our lifeline ferry service, including the Ferries Community Board.  

Here is a summary of the key things we've committed to progressing over the duration of the extension period:  

• Increasing the level of engagement with community members and organisations to help gather local insight on service planning decisions.  

• Improved performance reporting to better reflect passenger experience, including monitoring capacity and deck space utilisation.  

• Increasing the number of regions from three to six, each with a dedicated area manager and deputy, to strengthen local decision making and accessibility of CalMac management  

• Implementing improvements to eBooking, and reviewing protocols for passenger support and trialling deck space capacity utilisation pilots  

• Monitoring and publication of customer satisfaction data  

• Developing formal partnerships with other transport partners to improve connectivity  

View our enhancement and change plan in full [444KB]