Tourism and Gozo Channel

There is a widespread view on this island that tourism in Gozo is in crisis. Reports that another hotel is to close and that bars and restaurants report fewer customers seem to confirm this. If this state is to be reversed, it is vital that all stakeholders are conscious of their responsibilities in attracting foreigners to stay in this beautiful isle.

Unfortunately this sentiment appears not to have impinged on the collective consciousness of Gozo Channel. The other day I escorted my elderly in-laws to catch the 12.45 ferry from Mgarr. We unloaded their cases by the luggage trolley and stood in the baking heat of a very hot day since, of course, no shading is provided. (Incidentally it is by no means clear why Gozo Channel has sited the trolley as far away as possible from incoming ferries rather than by the passenger tent where both seating and shade is available.)

I became concerned when I noticed that cars were boarding the ferry but there was no sign of the luggage trolley being collected. I hurried across to the passenger tent to enquire if the luggage service was being provided and was assured it was. However after another five minutes it was clear that this was not to be. Together with other unfortunates (i.e. customers) my wife and I dragged the cases across the full length of the vehicle marshalling area in order to board the ferry. My in-laws, both well into their 1980s, would have been unable to manage if they had been independent travellers. Yet not one member of the Gozo Channel staff lifted a finger to inform those waiting by the trolley that it was not going to operate, despite the fact that there appeared to be ample "workers" in and around the passenger tent.

On board the ferry I complained and was informed that "the trolley" had broken down, though I think they meant the motor tractor since there were several trolleys in the vicinity. It defies belief that there is no spare but, more importantly, it is unforgivable that there is apparently no system for advising, warning or assisting passengers with heavy luggage. Today those passengers were simply abandoned by Gozo Channel. So much for customer relations; so much for encouraging tourists to Gozo; so much for a public service ethic.

Perhaps the Minister of Tourism should spend less time restructuring the Malta Tourism Authority and "rebranding" Malta and more on promoting good customer care and satisfaction. He might get together with appropriate ministerial colleagues to ensure that public monopolies like Gozo Channel do not take advantage of their position but, rather, act as a vanguard for good customer service and relations. Then tourists might return and, perhaps more importantly, encourage others to come.