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Rottnest Express - no credit notes, no spirit
Submitted by cas on Sat, 02/02/2008 - 17:43.
General Discussion
I was about to book my ferry tickets for my family (14) to travel to Rottnest when I noticed & confirmed that Rottnest Express do not give credit notes should the swim be cancelled. Naturally I am confident that this will not be a concern as we will have perfect weather but this stance does not sit well with me and I thought I should share this info and my views. It doesn't seem to fit in with the spirit of this amazing event and I am extremely disappointed in their decision given they are one of the sponsors. On any other day credit notes are given.
I have contacted Hillary's Fast Ferries and Oceanic Cruises and both companies will offer credit notes. Oceanic Cruises were most helpful and they have ferries returning at 6pm, 7:30pm, 8:30pm, 10pm & 11:30pm. They depart/return from the B shed in Freo. Thank you Oceanic Cruises.
Perhaps the RCSA will need to review their sponsors next year.
Rottnest Express - Credit Notes?????
Submitted by cas on Tue, 18/03/2008 - 20:34.
Scott
My information is from this website on the link to the ferry timetables. I then contacted your office and spoke with 2 staff members before being put through to a 'supervisor' who confirmed that no credit notes are given on the day of the Rottnest Channel Swim if the event is cancelled. Your supervisor then went on to explain why you don't give credit notes on this day based on having to put extra services on. Your supervisor was also adament that you have never offered credit notes on this day and I had to remind her that you did when the event was cancelled in 2007 which is why I queried the note on the website in the first place. I thought it was a misprint.
I then contacted the RCSA who advised they had received other calls from people querying why Rottnest Express did not offer credit notes.
If you do offer credit notes it would have been nice to have this clarified before the swim and to have had staff on that know your policy as you have outlined.
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Rottnest Express - No credit notes response
Cas
Rottnest Express has been a sponsor of the Rottnest Channel Swim since the event's inception and grately values our association with the RCSA and all the competitors.
During the day of the Swim we offered 34 services from 3 locations to and from the island with the first trip over at 6am and the last leaving the Island at 1am.
I am not sure of where you got your information from but as Managing Director of Rottnest Express I can assure you that we do offer credit notes on all voyages on the basis that we are contacted previous to the vessel sailing.
During the cancelled Swim of 2007 we issued over 2000 Credit notes to effected parties being the only Fremantle Ferry service to do so. On top of this we still operated our service at full capacity as we have an oblogation not to cancel ferry services where we have customers with pre purchased tickets.
I know that this years event was a great sucess due to the hard work of the committee and training of the competitors and one of which Rottnest Express is proud to be a part of.
Kind regards
Scott Bailey
Managing Director
Rottnest Express