Your Extraordinary Stories

Isle of Man Steam Packet Company

Isle of Man Steam Packet Company

The Isle of Man Steam Packet Company, considered by many the nation’s lifeline, has truly lived up to this title over the course of the pandemic.

Despite the unprecedented nature of the COVID-19 pandemic, the Company adapted quickly to the crisis with every single employee working together seamlessly and doing their bit to ensure the continuation of efficient operations. The various departments, whether it be ship or shore-side, have understood the underlying organisational objectives in the wake of COVID-19. The HR department for example has had to ensure that there is enough qualified and medically fit crew on board, while the on-board crew has been responsible for the safe delivery of passengers and freight. All departments have worked collectively towards achieving their objectives.

Although passenger numbers have dropped significantly since the closure of the Manx border, the Company’s duty to provide safe passage for key workers and Island residents and maintain the Island’s lifeline freight links still remains, and this is a responsibility that is acted on professionally, safely and efficiently.

Below are just a few examples of how the Company has adapted, embodied team spirit and found solutions to the many challenges it was faced with since the start of the pandemic.

  • Passenger & crew safety – this has always been and continues to be a top priority. The Company pro-actively implemented a range of precautionary measures early on, from intensifying already stringent cleaning protocols to implementing social distancing on board.
  • Customer communication – the Company understood the importance of keeping customers up-to-date with updates to sailings, passenger bookings, safety procedures and so on, and has pro-actively managed this from day one with frequent communications via its website, FAQS, social media, email database, blog and in the local media, in addition to contacting passengers directly where necessary.
  • Free cancellations and amendments – it understood that due to the circumstances, many passengers would need to move or cancel their travel plans. Rather than make it difficult for customers, the Company changed its policy promptly to allow free of charge cancellations and amendments - which was not the case with the majority of travel providers – making life much easier and reducing stress for customers.
  • Book with Confidence Commitment – to provide peace of mind and greater flexibility for customers, it introduced the Book with Confidence Commitment. This means that passengers are able to book future travel and benefit from no amendment fees or the option of a full refund if their booking is affected by COVID-19 Government imposed travel restrictions.
  • Enhanced reservations system – When TT 2020 was cancelled, the Company quickly identified the need to enhance the reservations system so that an automated transfer process could be offered. A solution was promptly sourced, tested and implemented to enable thousands of people to either retain, cancel or move their booking to the following year seamlessly with just a few clicks of their mouse. This also assisted those with bookings for the cancelled MGP and Classic TT events.
  • Working from home – All teams that were able to work from home adapted exceptionally quickly, particularly the Reservations Team who at the time were dealing with an unprecedented number of cancellations, booking amendments and general customer enquiries. An investment in an upgrade to the telephone system allowed the Reservations Team to accept incoming telephone calls from home during this time.
  • Sailing schedules – the Company had to amend and release new sailing schedules with little prior notice, quickly and efficiently.
  • Community spirit – the Company’s two vessels, Manannan and Ben-my-Chree, joined in with the weekly ‘Clap for Carers’ celebration by sounding their horns in Douglas Harbour each week. This was in honour of all key workers in the Isle of Man and was enjoyed by the whole community, helping to lift spirits each week.

Each member of the Steam Packet Company team has handled themselves with professionalism every step of the way. The initiative they have shown, the problems they have overcome and the hard work they continue to put in has ensured the Company has been able to serve our Island throughout these uncertain times.