My wife and I arrived at Ċirkewwa by taxi from Malta International Airport on Monday, March 9, just before 6 p.m. A ferry was due to depart within a few minutes. After my wife bought our tickets she asked the ticket issuer about the luggage trolley. "It is not available" was the response. Even when pressed there was no further explanation.

We were flabbergasted. Between us we had almost 90 kg of luggage in five bags. We had to drag this luggage as quickly as possible several hundred metres to reach the ferry without any offer of assistance from the three lounging Gozo Channel employees.

Of course, now you cannot leave your luggage on the car deck, it has to go up to the main deck. Fortunately there is a lift but unfortunately you have to weave your way through all the vehicles already loaded to reach it. It was at this point, and for the first time, that we were offered assistance by one of the loading crew.

The process had to be repeated of course once we reached Mġarr. There is a tiny lift to reach the ground floor level but it is still a long walk into the main hall when loaded down with luggage.

We are both in our 60s and my wife suffers from asthma. This little exercise, created by the cavalier attitude of the Gozo Channel Company Ltd, triggered one of her attacks.

We can understand that things do go wrong from time to time but we would expect any reputable company to have alternative arrangements. Why cannot a few airport-style luggage trolleys be made available for passengers with luggage? We have learnt from friends that the "not available" luggage trolley has been a common occurrence this winter.

If Gozo wants to deter tourists then all they need do is to make sure they arrive at Ċirkewwa for the ferry when the luggage trolley is "not available". This will ensure that not only will those tourists not return but they will tell all their friends about their warm welcome too.

Our experience raises an even more important issue: What about disabled travellers? Under European Union regulations, the Gozo Channel Company should provide access for disabled passengers. How do they expect a disabled person, perhaps in a wheelchair, together with a suitcase, to make the distance between the ticket office and the ferry ramp?

The new ferries are a vast improvement but some things about Gozo Channel Company Ltd leave a lot to be desired.