Ferry Fact File

March 2018

Gabriola Ferry Advisory Committee

ContentsPage

Governance & Regulation 3

Ferry Fares and the Price Capping Process 5

The Fuel Deferral Account 8

Government funding for ferry services 10

Delivering a reliable and efficient ferry service 12

Financial Information 14

Who pays for Gabriola’s ferry service? 16

Route 19 : Operational Information 17

Route 19 : Passenger fares by tariff type 18

Route 19 : Vehicle fares by tariff type 19

Route 19 : Passenger Traffic Analysis 20

Route 19 : Vehicle Traffic Analysis 24

Route 19 : Overloaded sailings 33

Route 19 : On-time performance 34

Route 19 : Customer satisfaction reports 35

Where to find more information 37

Gabriola Ferry Advisory Committee 38

BC Ferries

Governance and

Regulation

Donald P HayesChair of the Board of Directors, BC Ferries

British Columbia Ferry Services Inc. (BC Ferries) is one of the largest ferry operators in the world, providing year-round vehicle and passenger service on 24 routes to 47 terminals, with a fleet of 35 vessels. In April 2003, the Coastal Ferry Act transformed BC Ferries from a Crown corporation into an independent, commercial organization under the Company Act, with the BC Government as the sole shareholder. The Company is governed by an independent Board of Directors appointed by the B.C. Ferry Authority.

The BC Ferry Authority is a non-share capital corporation whose purpose is to hold, administer and sell a voting share in BC Ferries, elect directors to the board of BC Ferries and to approve compensation plans for the directors and executives of BC Ferries. The nine-member board of the BC Ferry Authority comprises four directors representing the coastal regional districts, one representing the BC Ferry and Marine Workers Union and four other suitably qualified candidates.

BC Ferries is the operating subsidiary of the BC Ferry Authority.In addition to the creation of BC Ferries as a wholly-owned subsidiary of the Authority, the Province established the initial capital structure of BC Ferries though the issuance of preferred shares. The Province owns the terminal lands and leases them on a long-term exclusive basis to BC Ferries.

A 60-year Coastal Ferry Services Contract exists between the Province and BC Ferries. The contract specifies service levels and transportation fees (financial support) for 20 out of the 24 coastal ferry routes. The contract is framed around four-yearly performance terms and is subject to amendments for each new performance term coinciding with price cap reviews conducted by the BC Ferry Commissioner prior to the start of each performance term. Performance Term 4 (PT4) runs from April 1, 2016 to March 31, 2020.

Within this framework, BC Ferries has direct access to capital markets and carries responsibility for raising the funds necessary to maintain and replace its assets; the company’s borrowing is therefore not treated as a government debt.

The BC Ferry Commission is a quasi-judicial regulatory agency operating under the Coastal Ferry Act. The commission regulates the ferry operator on its 24 saltwater routes. The Commission is independent of both the provincial government and of BC Ferries.

The primary responsibility of the Ferry Commissioner is to regulate ferry fares. The commissioner sets a ceiling or “price cap” on the average level of fares which BC Ferries can charge. The goal in setting the price cap is to balance the interests of ferry users with the interests of taxpayers while protecting the financial sustainability of the ferry operator.

Sheldon Stoilen was appointed BC Ferry Commissioner from March 1, 2018 on the retirement of Gord Macatee.

Governance and Regulation

Sheldon StoilenBC Ferry Commissioner

Ferry Fares and the

Price Capping process

Ferry fares are regulated by the Ferry Commissioner, who is responsible for setting a Price Cap on the average fares paid by ferry users. The process is conducted along the following lines:

• BC Ferries presents to the Ferry Commission their forecast of expenses, traffic and revenue for the upcoming performance term, assuming the same service level;

• The Commission reviews the BC Ferries submission, trims it where deemed appropriate, and assuming existing service levels and government service fees, arrives at a preliminary price cap;

• Government reviews the preliminary price cap, existing service levels and existing contribution, and determines what (if any) adjustments to the service fee and service levels are necessary to arrive at a final price cap;

• The Commission factors in any adjustments to the service level and service fee, along with any recommended BC Ferries efficiencies, and calculates a final price cap.

The Price Cap represents the maximum permitted increase on the average fare paid across the whole ferry system. The average is calculated from a basket of vehicle and passenger fares, so fares on individual routes may, at times, increase above or below the level of the price cap.

Regulatory Accounts

Compliance with the Price Cap

The BC Ferry Commission oversees two Regulatory Accounts held by BC Ferries. The purpose of these Accounts is to regulate how BC Ferries responds to external factors that may not have been foreseen at the start of a four-year Performance Term.

The Commission directs BC Ferries on the raw data, formulas and assumptions that it must use and computes a maximum permitted level of average ferry fares for each year. This is called the price capand is determined at the start of each Performance term.

The first Regulatory Account measures the fares income received by BC Ferries (expressed as a weighted average fare) against the Price Cap. Every three months BC Ferries must report to the Commission the actual average level of fares paid by its customers.

Should BC Ferries’ average fare exceed the level permitted under the price capping process for 3 consecutive quarters, the company is required to adjust the level of fares charged to bring the average back to the level determined by the price cap.

In December 2013, the BC Ferries proposed that a regulatory policy be established that would enable it to transfer price cap regulatory account balances to or from the Fuel Deferral Account to balance a surplus in one account with a deficit in the other. The Commission rejected the proposal but granted BC Ferries the authority to transfer revenue earned in excess of the price cap to offset future deficits in the fuel deferral account, with the wider aim of stabilising fare levels.

Source : BC Ferry CommissionQuarterly Reports for Period Ended June 30, 2017

Regulatory Accounts

The Fuel Deferral account

A second key element in the process of determining the Price Cap is a mechanism designed to deal with fluctuations in fuel prices over the performance term. At the start of 4-year term, a set price for marine diesel (and LNG) is built into the formula by which the price cap is determined. Provision is made for standard annual inflation in the set price but with the volatility of the fuel market, the actual price paid by BC Ferries can vary significantly from the set price.

Such fluctuations can have unexpected impacts on the viability of BC Ferries, so the Commission requires that the actual cost of fuel purchased in each quarter is offset against the set price and any surplus or deficit is transferred to a regulatory account known as the Fuel Deferral Account which is zeroed at the start of a PT and must return to zero at least once during the PT. Fuel Rebates or Fuel Surcharges are applied to fares as a means of ensuring that ferry users contribute to balancing the account.

However, since 2016, fuel rebates have been used not only to balance the fuel deferral account, but as a means of avoiding the perceived impact of fare increases. In April 2016, the fuel rebate was increased from 1% to 2.9%, entirely offsetting the 1.9% increase in fares in the year leading up to the provincial elections. The April 2017 increase (also 1.9%) was cancelled altogether and the 2.9% rebate has continued, resulting in a revenue gap that is widening each quarter and is now over $13 million.

In previous years, this gap would have been addressed by ending the rebate and substituting a fuel surcharge, but it appears that government is prepared to allow this balance to continue rising rather than have a fare surcharge imposed.

Fuel Deferral Account balances 2014-2017

Source : BC Ferries / FAC Chairs Group

Financial support for BC’s coastal ferry services comprises two distinct elements:• A Federal/Provincial Subsidy Agreement, currently $29.2 million

per annum• Ferry Transportation Fees payable by the Province of British Columbia

($155.4 million in 2016/17), of which $96.2 million underwrites the operation of the 18 minor routes, with the remainder allocated to maintaining the northern ferry routes. No support is payable for the four major routes serving the lower mainland (routes 1, 2, 3 and 30)

• In 2016/17, Route 19 (Gabriola – Nanaimo) received $3 million in transportation fees from the Province and $0.7 million through the Federal/Provincial Subsidy Agreement.

Although the Federal/Provincial subsidy increases annually with inflation, payments from the Province were set in 2003 with no automatic indexation. By 2012, the gap between Provincial support and operating costs was becoming unsustainable, and the Province was forced to inject an additional $79.5 million funding for the remainder of PT3 and to initiate service reductions on the northern and minor routes to close the funding gap. Payments into PT4 have fluctuated with the progressive transfer of funding for concessionary travel by Seniors from the Social Program into general Transportation Fees and in February 2018 the government announced an additional $27 million support in 2018/19 ($33 million in 2019/20 and 2020/21) to stabilize ferry fares and restore free travel for BC Seniors on Mondays to Thursdays.

The Province maintains the Social Program to provide free travel for Students, Disabled people and their escorts, and for travel for approved medical appointments. In 2016/17, Social Program Fees amounted to $16.9 million, of which Route 19 received $0.6 million.

BC Ferries

Government funding for ferry services

Hon. Claire TrevenaMinister of Transportation and Infrastructure

Provincial support for minor ferry routes 2004-2017

Source : BC Ferries Annual Reports toThe BC Ferries Commission

BC Ferries

Delivering a safe, reliable and efficient ferry service

Mark CollinsPresident & Chief Executive Officer, BC Ferries

BC Ferries is responsible for delivering a safe, reliable and efficient service within the parameters of the Coastal Ferry Services Act.

BC Ferries owns and operates a fleet of 35 vessels, ranging from the smallest (MV Nimpkish) with a capacity of 12 vehicles and 95 passengers and crew, up to the largest (MV Spirit of Vancouver Island) which carries 358 vehicles and 2,100 passengers and crew. The one passenger-only ferry in the system is operated by Kona Winds Charters on behalf of BC Ferries between Langdale, Keats and Gambier Islands.

BC Ferries leases its terminals from the Province of British Columbia and takes responsibility for their day-to-day operation as well as any maintenance, terminal upgrades or improvements that are required. However, in locations (such as Gabriola) where ferry traffic lines up on the highway, the Ministry of Transportation is responsible for traffic management.

BC Ferries operates and maintains its fleet in accordance with the requirements of Transport Canada who set safety standards for all marine operations. Each vessel in the BC Ferries fleet is regularly inspected to ensure compliance with Transport Canada regulations and Transport Canada determines the number of crew members required to safely operate each vessel, according to the number of passengers on board. MV Quinsam is licensed to carry up to 392 passengers with 8 crew, though she normally operates with 7 crew and a maximum of 293 passengers.

Financial Performance across the network

The table below compares the financial performance of Route 19 with other BC Ferries routes, highlighting what proportion of the total operating costs for each route is covered by fares income (including fares paid by government through social program reimbursements).

Source : BC Ferries Annual Reports toThe BC Ferries Commission

Route 19Financial information

Financial Performance route 19per round

trip route 19

per round

trip route 19

per round

trip route 19

per round

trip route 19

per round

trip

Round trips operated 5,728 5,730 4,963 4,915 4,922

Tariff revenue from vehicle fares ($) 2,874,201 502 2,895,948 505 2,886,918 582 3,133,430 638 3,249,930 660

Tariff Revenue from passenger fares ($) 1,995,172 348 2,012,557 351 2,263,367 456 2,381,668 485 2,479,321 504

Total tariff revenue ($) 4,869,373 850 4,908,505 857 5,150,285 899 5,515,098 963 5,729,251 1,000

Ancillary revenue ($) 63,000 11 77,000 13 89,000 16 89,000 16 83,000 14

Social Program Fees ($) 916,000 160 957,000 167 836,000 146 873,000 152 588,000 103

Total operating revenue ($) 5,848,373 1,021 5,942,505 1,037 6,075,285 1,061 6,477,098 1,131 6,400,251 1,117

Total operating Expenses ($) 6,992,000 1,221 7,399,000 1,292 6,607,000 1,153 6,856,000 1,197 7,144,000 1,247

Operating Deficit ($) -1,143,627 -200 -1,456,495 -254 -531,715 -93 -378,902 -66 -743,749 -130

Amortization ($) -2,565,000 -448 -2,437,000 -425 -2,204,000 -385 -2,157,000 -377 -2,143,000 -374

Financing expense ($) -656,000 -115 -1,071,000 -187 -937,000 -164 -809,000 -141 -712,000 -124

Total Capital cost ($) -3,221,000 -562 -3,508,000 -612 -3,141,000 -548 -2,966,000 -518 -2,855,000 -498

Gain (loss) on disposal of capital assets ($) 0 -3,000 -89,000 0 0

Route deficit before service fees ($) -4,364,627 -762 -4,967,495 -867 -3,761,715 -657 -3,344,902 -584 -3,598,749 -628

Ferry Transportation Fees ($) 2,775,000 484 2,740,000 478 2,852,000 498 2,778,000 485 3,003,000 524

Federal-Provincial subsidy agreement ($) 662,000 116 668,000 117 668,000 117 677,000 118 687,000 120

Net route surplus / deficit ($) -927,627 -162 -1,559,495 -272 -241,715 -42 110,098 19 91,251 16

fiscal year 2016/17fiscal year 2012/13 fiscal year 2013/14 fiscal year 2014/15 fiscal year 2015/16

Headline financial information is published for each route in BC Ferries’ Annual Report to the Ferries Commissioner. Detailed analysis of

expenditure items is not published, owing to commercial sensitivity.Note that the $400k service reduction in 2014 reduced the operating deficit by almost $1million, well in excess of the $400k savings target.

Source : BC Ferries Annual Reports to the BC Ferries Commission

BC Ferries

What is included in

operating costs?

Source : BC Ferries Annual Report 2017

BC Ferries

Who pays for Gabriola’s ferry service?

24%

32%

6%

1%

30%

7%

Route 19 : Revenue sources 2016/17

Passenger fares Vehicle fares

Social Program Fees Ancillary Revenue

Provincial Transportation Support Federal/Provincial SubsidySource : BC Ferries Annual Report to

The BC Ferries Commission 2017

Route 19Operational Information

Operational Performance 6.1m AEQ 5.34m AEQ 6.1m AEQ 5.34m AEQ 6.1m AEQ 5.34m AEQ 6.1m AEQ 5.34m AEQ 6.1m AEQ 5.34m AEQ

Round trips operated 5,728 5,730 4,963 4,915 4,922

Round trips required by contract 5,731 5,732 4,961 4,913 4,902

Round trips cancelled 4 2 - - -

Extra round trips operated 1 - 2 2 20

MV Quinsam Vehicle Capacity (see note 1) 63 70 63 70 63 70 63 70 63 70

Vehicle capacity provided (see Note 1) 721,224 801,360 721,854 802,060 625,338 694,820 619,038 687,820 620,172 689,080

Vehicles carried (AEQs) 364,313 364,313 356,368 356,368 344,445 344,445 355,561 355,561 364,563 364,563

Vehicle capacity utilisation (see Note 1) 50.5% 45.5% 49.4% 44.4% 55.1% 49.6% 57.4% 51.7% 58.8% 52.9%

Average # of vehicles per sailing 31.8 31.1 34.7 36.2 37.0

% of sailings overloaded 5.2% 5.1% 7.8% 5.6% 6.7%

Passengers carried 771,783 757,454 748,066 767,364 770,452

Average # of passengers per sailing 67.4 66.1 75.4 78.1 78.3

% of sailings departing on time 96.1% 95.8% 90.1% 96.4% 95.2%

(within 10 minutes of schedule)

Note 1

fiscal year 2016/17fiscal year 2012/13 fiscal year 2013/14 fiscal year 2014/15 fiscal year 2015/16

BC Ferries' Automobile Equivalent (AEQ) standard measurement has been changed from 5.34 metres to 6.1 metres. Capacity Provided and Capacity Utilization are shown using

both the new measure (in BLACK) and the previous measure (in RED) which was used as the standard until 2016.

Each year, BC Ferries presents its annual operating statistics as part of its Annual Report to the BC Ferries Commission. Key performance indicators include the numbers of vehicles and passengers carried, the % of vehicle deck space utilised, the number of overloads reported and the % of sailings that operated on time.

Source : BC Ferries Annual Reports to the BC Ferries Commission

BC Ferries

Route 19 passenger fares by tariff type

Source : BC Ferries data supplied to FAC

BC Ferries

Route 19Vehicle fares by tariff type

Source : BC Ferries data supplied to FAC

Route 19Passengers per day quarterly averages 2013-2017

Passenger numbers are reported quarterly to the Ferries Commissioner – though each quarter has a different number of operating days, so in

order to monitor trends more accurately, the FAC publishes data based on the average number of passengers carried each operational day.The reduction in passenger traffic on Route 19 in 2014 followed the

service cuts and the introduction of a 50% charge for Seniors.By Summer 2017, passenger traffic had recovered to levels last seen in

2011, despite the loss of two round-trip sailings.

Source : BC Ferries Quarterly Operations Reports to the BC Ferries Commission

Route 19Passenger traffic by month since 2013

BC Ferries’ traffic statistics are expressed in terms of passengers per calendar month, making month-by-month comparisons difficult because of the varying number of days in each month. To address this, the FAC publishes average daily passenger data each month.

Source : BC Ferries Monthly Traffic Statistics

Route 19Passenger traffic on sailings

from Gabriola Island

Note : The 1350 departure from Gabriola on Saturdays and Sundays operated only during July and August

Source : BC Ferries data supplied to the FAC

Route 19Passenger traffic on sailings from Nanaimo Harbour

Note : The 1425 departure from Nanaimo on Saturdays and Sundays operated only during July and August

Source : BC Ferries data supplied to the FAC

Route 19Quarterly vehicle capacity utilisation2013-2017

The MV Quinsam can typically accommodate up to 70 Automobile Equivalents (AEQs) though at the end of 2016, BC Ferries recalculated the capacity of all its vessels adopting a longer measure of 6.1 metres

per AEQ instead of the previous measure of 5.3m. Quinsam’s published capacity is now stated as 63, though this chart tracks changes against the

previous capacity of 70.

Spring 2017 saw the Vehicle Capacity Utilisation (the percentage of deck space occupied) increase to 58.3% – up by 4% compared to the same quarter last year. Summer 2017 utilisation is likely to be close to 70%.

Source : BC Ferries Quarterly Operations Reportsto the BC Ferries Commission

Route 19Vehicles per day

quarterly averages2013-2017

Source : BC Ferries Quarterly Operations Reportsto the BC Ferries Commission

Vehicle numbers are reported quarterly to the Ferries Commissioner –though each quarter has a different number of operating days, so in order to monitor trends more accurately, the FAC publishes data based on the average number of vehicles carried each operational day.Note the reduction in vehicle traffic on Route 19 in 2014 followed the service cuts, and the progressive recovery each subsequent quarter.By Summer 2017, vehicle traffic had recovered to pre-2011 levels, despite the loss of two round-trip sailings leading inevitably to more overloads.

Source : BC Ferries Quarterly Operations Reports to the BC Ferries Commission

Route 19Vehicle traffic by month since 2013

BC Ferries’ traffic statistics are expressed in terms of vehicles carried per calendar month, making month-by-month comparisons difficult because of the varying number of days in each month. To address this, the FAC

publishes average daily vehicle traffic data each month.

Source : BC Ferries Monthly Traffic Statistics

Route 19

Vehicle capacity

utilisation(2017)

Typically less than half full

Typically 50% to 75% full

Typically almost full (over 75%)

Typically full with overloads

Source : BC Ferries data supplied to the FAC

Sun Mon-Fri Sat Sun Mon-Fri Sat Sun Mon-Fri Sat

0615 0615 0615 0615 0615 0615 0615 0615 0615

0735 0735 0735 0735 0735 0735

0850 0850 0850 0850 0850 0850 0850 0850 0850

1005 1005 1005 1005 1005 1005 1005 1005 1005

1120 1120 1120 1120 1120 1120 1120 1120 1120

1235 1235 1235 1235 1235 1235 1235 1235 1235

1350 1350 1350

1505 1505 1505 1505 1505 1505 1505 1505 1505

1620 1620 1620 1620 1620 1620 1620 1620 1620

1735 1735 1735 1735 1735 1735 1735 1735 1735

1840 1840 1840 1840 1840 1840 1840 1840 1840

2025 2025 2025 2025 2025 2025 2025 2025 2025

2130 2130 2130 2130 2130 2130 2130 2130 2130

2230 2230 2230 2230 2230 2230 2230 2230 2230

January - February March - April May - June

from Gabriola from Gabriola from Gabriola

Sun Mon-Fri Sat Sun Mon-Fri Sat Sun Mon-Fri Sat

0615 0615 0615 0615 0615 0615 0615 0615 0615

0735 0735 0735 0735 0735 0735

0850 0850 0850 0850 0850 0850 0850 0850 0850

1005 1005 1005 1005 1005 1005 1005 1005 1005

1120 1120 1120 1120 1120 1120 1120 1120 1120

1235 1235 1235 1235 1235 1235 1235 1235 1235

1350 1350 1350 1350 1350

1505 1505 1505 1505 1505 1505 1505 1505 1505

1620 1620 1620 1620 1620 1620 1620 1620 1620

1735 1735 1735 1735 1735 1735 1735 1735 1735

1840 1840 1840 1840 1840 1840 1840 1840 1840

2025 2025 2025 2025 2025 2025 2025 2025 2025

2130 2130 2130 2130 2130 2130 2130 2130 2130

2230 2230 2230 2230 2230 2230 2230 2230 2230

from Gabriola from Gabriola from Gabriola

July - August September - October November - December

Route 19Vehicle traffic on sailings from

Gabriola Island – Winter

Notional vehicle capacity : 63 AEQs

Source : BC Ferries data supplied to the FAC

Route 19Vehicle traffic on sailings from Gabriola Island – Summer

Notional vehicle capacity : 63 AEQs

Source : BC Ferries data supplied to the FAC

Typically less than half full

Typically 50% to 75% full

Typically almost full (over 75%)

Typically full with overloads

Route 19

Vehicle capacity utilisation(2016/17)

Source : BC Ferries data supplied to the FAC

Sun Mon-Fri Sat Sun Mon-Fri Sat Sun Mon-Fri Sat

0655 0655 0655 0655 0655 0655

0810 0810 0810 0810 0810 0810 0810 0810 0810

0925 0925 0925 0925 0925 0925 0925 0925 0925

1040 1040 1040 1040 1040 1040 1040 1040 1040

1155 1155 1155 1155 1155 1155 1155 1155 1155

1310 1310 1310 1310 1310 1310 1310 1310 1310

1425 1425 1425

1545 1545 1545 1545 1545 1545 1545 1545 1545

1700 1700 1700 1700 1700 1700 1700 1700 1700

1810 1810 1810 1810 1810 1810 1810 1810 1810

1915 1915 1915 1915 1915 1915 1915 1915 1915

2100 2100 2100 2100 2100 2100 2100 2100 2100

2200 2200 2200 2200 2200 2200 2200 2200 2200

2300 2300 2300 2300 2300 2300 2300 2300 2300

from Nanaimo from Nanaimo from Nanaimo

January - February March - April May - June

Sun Mon-Fri Sat Sun Mon-Fri Sat Sun Mon-Fri Sat

0655 0655 0655 0655 0655 0655

0810 0810 0810 0810 0810 0810 0810 0810 0810

0925 0925 0925 0925 0925 0925 0925 0925 0925

1040 1040 1040 1040 1040 1040 1040 1040 1040

1155 1155 1155 1155 1155 1155 1155 1155 1155

1310 1310 1310 1310 1310 1310 1310 1310 1310

1425 1425 1425 1425 1425

1545 1545 1545 1545 1545 1545 1545 1545 1545

1700 1700 1700 1700 1700 1700 1700 1700 1700

1810 1810 1810 1810 1810 1810 1810 1810 1810

1915 1915 1915 1915 1915 1915 1915 1915 1915

2100 2100 2100 2100 2100 2100 2100 2100 2100

2200 2200 2200 2200 2200 2200 2200 2200 2200

2300 2300 2300 2300 2300 2300 2300 2300 2300

from Nanaimo from Nanaimo from Nanaimo

July - August September - October November - December

Route 19Vehicle traffic on sailings from Nanaimo Harbour - Winter

Notional vehicle capacity : 63 AEQs

Source : BC Ferries data supplied to the FAC

Route 19Vehicle traffic on sailings from

Nanaimo Harbour - Summer

Notional vehicle capacity : 63 AEQs

Source : BC Ferries data supplied to the FAC

Route 19Quarterly vehicle overloads report

2013-2017

Source : BC Ferries Quarterly Operations Reportsto the BC Ferries Commission

BC Ferries reports quarterly on the percentage of sailings with vehicle overloads. Note the significant increase in overloads after the service cuts in April 2014 and the improvement achieved in 2015 following the recasting of the ferry schedule. However, as vehicle traffic has increased, the number of overloads on Route 19 is increasing once more and in Spring 2017 hit peak summer levels (approaching 10%) for the first time. By Summer 2017, overloads had reached an all-time high at 15.5% of all sailings.Overloads will typically occur on successive sailings during the morning from Gabriola and from mid-afternoon onwards leaving Nanaimo.

Route 19Quarterly on-time performance2013-2017

As the volume of vehicle traffic increases on a route, it becomes more difficult to maintain on-time performance and as this chart shows, the percentage of “on-time” departures in the Summer 2017 quarter plummeted to just 76.9%, down from 86.4% in Summer 2016 and 90.6% in Summer 2015. (A ferry departing within 10 minutes of its scheduled time is considered to be ‘on time’)On-time performance at this low level is unprecedented on Route 19, having dropped even below the standard achieved in 2014, the year of the service cuts, and it is evident that traffic has reached a critical volume that is now affecting the on-time performance of the service.

Source : BC Ferries Quarterly Operations Reportsto the BC Ferries Commission

Route 19Customer satisfaction with the service provided to Gabriola

2013 Survey 2014 Survey 2015 Survey

Customer Satisfaction route 19minor route

averageroute 19

minor route

averageroute 19

minor route

averageroute 19

minor route

average

Satisfaction with service provided

Earliest ferry early enough 4.3 4.0 3.6 3.8 3.6 3.8 3.6 3.8

Latest ferry late enough 4.0 3.5 3.1 3.3 3.5 3.5 3.6 3.5

Ferry sailing frequent enough 4.0 3.5 2.3 3.0 3.2 3.3 3.3 3.2

Ability to get onto desired ferry 3.6 3.8 2.8 3.6 3.4 3.8 3.4 3.7

Ability to connect with other sailings 3.1 3.5 2.7 3.3 2.9 3.3 2.7 3.4

Ferry departing on time 3.9 3.9 2.7 3.4 3.8 3.7 3.8 3.8

Safety of ferry operations 4.2 4.2 4.1 4.1 4.1 4.2 4.3 4.2

Safety of loading/unloading 4.2 4.2 4.1 4.1 4.2 4.2 4.2 4.2

Value for money of fares 2.8 2.9 2.3 2.6 2.7 2.8 3.1 3.1

Key to colour codes Satisfaction on Route 19 is below the average for minor routes

Satisfaction on Route 19 is the same (+/- 0.1) as the average for minor routes

Satisfaction on Route 19 is above the average for minor routes

2016 Survey

Source : BC Ferries Commission Annual Customer Satisfaction Surveys conducted by the Mustel Group

Route 19Customer satisfaction with

the ferry journey2013 Survey 2014 Survey 2015 Survey

Customer Satisfaction route 19minor route

averageroute 19

minor route

averageroute 19

minor route

averageroute 19

minor route

average

Overall trip experience 4.1 4.2 3.5 3.9 4.0 4.1 4.1 4.2

Terminal experience overall 4.0 4.0 3.7 3.9 4.0 4.1 4.0 4.1

Efficiency of ticket purchase 4.5 4.4 4.3 4.3 4.4 4.4 4.4 4.4

Staff courtesy 4.6 4.5 4.4 4.4 4.5 4.4 4.5 4.5

Clarity of staff directions 4.5 4.4 4.2 4.3 4.5 4.4 4.5 4.4

Clarity of public announcements 3.3 3.4 3.1 3.4 3.2 3.5 3.3 3.6

Availability of washrooms 3.9 4.0 3.8 3.9 3.9 4.0 4.0 4.0

Cleanliness of washrooms 3.8 4.0 3.8 3.9 4.0 4.1 4.0 4.0

Procedures for loading 4.0 4.0 3.8 3.9 4.0 4.0 4.1 4.0

Professionalism of terminal staff 4.3 4.2 4.2 4.2 4.3 4.2 4.4 4.3

Availability of parking spaces 2.5 3.1 2.1 2.8 2.7 3.2 2.7 3.0

Parking value for money 3.3 3.0 2.8 2.8 3.3 3.1 3.3 2.9

Ease of using drop off/pick up area 3.2 3.5 2.9 3.5 3.6 3.8 3.3 3.5

Availability of seating in terminal 3.6 3.8 3.2 3.7 3.8 3.9 3.8 3.8

Comfort of seating in terminal 3.2 3.6 3.7 4.0 3.4 3.7 4.0 4.0

Onboard experience overall 4.0 4.1 3.7 3.9 4.0 4.1 4.1 4.1

Cleanliness of washrooms 3.8 4.0 3.8 3.9 3.9 4.0 3.9 4.0

Comfort of lounge seating 3.6 3.8 3.4 3.6 3.6 3.8 3.7 3.8

Cleanliness of lounge area 3.9 4.0 3.8 4.0 4.0 4.1 3.9 4.1

Ease of access for disabled people 3.2 3.4 3.0 3.4 3.2 3.5 3.4 3.5

Clarity of public address system 3.2 3.5 2.9 3.4 3.2 3.6 3.2 3.6

Procedures for unloading 3.9 3.9 3.7 3.8 3.9 3.9 4.0 4.0

Professionalism of onboard staff 4.2 4.2 4.1 4.2 4.3 4.2 4.3 4.3

2016 Survey

Where to find more

information

Government of BC – Coastal Ferry Acthttp://www.bclaws.ca/civix/document/id/lc/statreg/03014_01

Coastal Ferry Services Contract (consolidated version)https://www.bcferries.com/files/AboutBCF/CFSC_-_Unofficial_Consolidation_Contract.pdf

BC Ferries – Corporate informationhttps://www.bcferries.com/about/More_Information.html

BC Ferries – Monthly Traffic Statisticshttps://www.bcferries.com/about/traffic.html

BC Ferries Commission – Annual Reports from BC Ferrieshttp://www.bcferrycommission.ca/reports-press/annual-report/

BC Ferries Commission – Quarterly Reports from BC Ferrieshttp://www.bcferrycommission.ca/reports-press/quarterly-reports/

Gabriola Ferry Advisory Committeehttps://gabriolafac.com/

Gabriola Ferry Advisory Committee

Steven Earle (Chair)

Heather O’Sullivan (Islands Trust)

Jane McCall Woods

Peggy Richardson

Howard Houle (RDN)

Jim Ramsay

Paul O’Sullivan

David Prevost (SD68)

John Hodgkins

December 2017