Gozo ferry passengers complain of 'rude' staff

As Gozo Channel once again deals with a deluge of crossing Maltese over this long weekend, some passengers on past trips have complained about conduct of the company's staff whom they described as rude and aggressive.

Ernest Tonna from Swatar was so upset he wrote to the chairman about his experience while he was queuing for the ferry in Gozo.

"As soon as I started moving in my vehicle... we heard someone banging on my side window and in a very arrogant manner he started swearing at me and asked me why I did not stop so he could scan my tickets."

Mr Tonna said the official became even more aggressive when he told him not to swear and asked why he had not done the same with the vehicles in front of him.

In its reply, Gozo Channel said it had investigated the incident and did not find fault with the employee. In a letter, it told Mr Tonna: "Instead of complying, you opted to drive on, indeed accelerating your vehicle in order to board the vessel. Our officer indeed had to chase you in order to ensure compliance with company procedures."

Not happy with the response, Mr Tonna urged the company to carry out an independent inquiry but Gozo Channel said it considered the case closed.

A couple complained at the treatment they received as they attempted to enter the marshalling area after purchasing their tickets from the booth in Mgarr.

They said staff allowed queues to pile up behind them when it was obvious they had a problem. It transpired they were not in possession of a vehicle ticket.

Even though the cashier at the booth knew and admitted that the couple had just bought the required tickets he insisted that they buy another and that nothing could be done.

They said: "There was no question that the ticket had been paid for and decent customer service would require that, at least, an interest is taken, and a solution found.

"To add insult to injury, Gozo Channel staff were rude and their incompetence and indifference was even more frustrating."

However, the company said it could not be held responsible if passengers were not in possession of the correct tickets as they attempted to board the ferry.

"The ticket might have been given to someone else. In any case, if one loses a lottery ticket, one cannot claim the prize," a company spokesman said.

Meanwhile, a Valletta man complained he was shouted at by a Gozo Channel employee for being in the wrong lane on the ferry.

"I was not even looking at him since he was on the other side of the ferry. But after I stopped he ran up to my car and started shouting aggressively. This is no way to treat anyone, especially a paying customer," the man said.