Unacceptable Behaviour

Caledonian MacBrayne believes its customers have a right to be heard, understood and respected. Likewise, our employees deserve to be treated with consideration, dignity and respect. 

We understand that people may act out of character in times of trouble or distress and can become angry when their concerns are not handled as they wish. We always strive to help as much as possible when things don't go as planned. 

If, however, a customer's actions escalate to aggression towards our staff, that is unacceptable.  In such cases we will assess whether the behaviour impacts the safety and well-being of our employees and other customers and take appropriate steps. 

Our policy is clear: we will support any employee subjected to unacceptable behaviour and will take appropriate action to the fullest extent. 

In this section you will find information on:

• Consumption of alcohol and drugs

• Examples of Unacceptable Behaviour

• How we may deal with examples of Unacceptable Behaviour

Examples of Unacceptable Behaviour

Our Conditions of Carriage outline the conditions all customers must agree to when travelling with us, including in regard to behaviour. 

In this context, 'Unacceptable Behaviour' means when any person is exhibiting behaviour - and that can be verbal, physical, or written - either on board or ashore - which CalMac Ferries Limited (as the 'Company'), in its sole discretion considers, impacts or risks impacting: 

• the ability of a Company employee to carry out their work 

• the Company or third-party property 

• the general comfort and safety of other person(s), including Company employees and other passengers 

We've set out some examples of what this may be, so these examples include, but are not limited to: 

Language and communication 

• Use of unacceptable or profane language towards another person(s) 

• Communicating through an aggressive voice tone or rude gesture 

• Provoking an argument or making unreasonable demands (e.g. refusing to give up on a denied request) 

• Not following employee instructions or challenging their authority 

• Behaviour which may cause staff to feel afraid, threatened or abused, including threats or physical violence of bodily harm, personal verbal use, derogatory remarks, rudeness, and unsubstantiated allegations  

Individual actions 

• Driving in a dangerous manner around port sites and whilst driving on/off vessels 

• Smoking in non-designated areas 

• Displaying, using, or threatening use of a weapon 

• Physically abusive behaviour, or openly or aggressively hostile action, towards another person(s) 

• Abusive or discriminatory behaviour directed towards other person(s) on the grounds of their race, ethnicity, nationality, religion, gender identity, sexual orientation, or disability 

• Behaving in a sexually inappropriate manner towards another person(s) 

Alcohol and drugs 

• Consuming alcohol in port offices or terminal buildings 

• Consuming alcohol on board vessels, unless when purchased from retail outlets on board  

• Being under-the-influence of drugs or alcohol in port offices or terminal buildings and, as a result, are deemed to pose a risk of disturbance or harm to themselves, other person(s) or property 

Safety and security  

• Knowingly entering an area marked for crew only or where entry is otherwise restricted 

• Tampering with any emergency or safety equipment on board a vessel 

• Theft of property from the Company or another person(s) 

• Deliberately damaging Company or third-party property 

As stated above, these are examples of unacceptable behaviour, but our interpretation of unacceptable behaviour is not limited to these alone.

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