I refer to the letter written by Ken Jones entitled ‘Gozo terminal issues’ (June 6) regarding an incident that occurred on May 28 at the Gozo terminal at approximately 5.15pm.

The company’s management would like to relate on what happened on that particular day. It would like first and foremost to clarify that this was an isolated incident and does not reflect the manner in which operations are normally carried out at the Gozo terminal. Passengers normally pass smoothly through the terminal onto the ferries.

What happened on the day in question was that there was a problem with the devices held by the company’s officials at various points of operation, as a consequence of which they could not communicate with each other.

For this reason, the official responsible to give instructions to another official to allow more passengers to pass through the turnstiles could not convey his message.

Confusion was then caused by some of the passengers waiting at the terminal who got frustrated, skipped the turnstiles and proceeded to the ferry, despite the objections of the company’s officials, and other passengers then followed suit.

Following this incident, the company has taken measures to provide a more secure environment so that such incidents will not repeat themselves.