Safe and Inclusive Ferries for All: Customer Experience Survey

Calmac ferry with Disability Equality Scotland logo

At Disability Equality Scotland, we are working in partnership with CalMac Ferries to ensure that disabled people have safe and inclusive journeys. An important part of this is making sure that people know how to report any abuse or mistreatment. The findings of the ferries project will feed into the overall development of our Hate Crime Charter, to encourage transport providers, members of the public and other services to support a zero-tolerance approach to hate crime.

We gathered information through two separate surveys; one for how safe customers feel when traveling on CalMac Ferries and the other on the confidence from CalMac staff to manage a reported hate incident. For the customers survey, most passengers (91%) were ‘not at all worried’ about being the victim of a hate incident on a CalMac ferry and generally felt safer traveling on ferries compared to other forms of public transport. However, 14% of customers reported having witnessed a hate incident on a CalMac ferry.

For the staff survey, most CalMac employees had a clear understanding of the nature of hate crime, how to recognise it and the range of people who could be targeted based on their perceived protected characteristics, such as disability, age gender or race. The majority of staff (56%) said they would be interested in taking part in a training session on hate crime awareness. CalMac staff also suggested that clear and visible messaging about hate crime on board vessels would help customers to recognise and report incidents of hate crime.

Based on the findings of the surveys, we are working closely with partners to develop training materials to be delivered to CalMac staff.  People First (Scotland) is a membership organisation of people with learning disabilities across Scotland and will be involved in filming clips for training materials. Police Scotland have agreed to participate in the development of online training materials and to take part in digital facilitating and the answering of questions posed online by training attendees.