CalMac Ticketing Terms and Conditions Consultation

Our stakeholder consultation is now complete on our proposed changes to Ticketing Terms and Conditions, specifically those relating to updated cancellation and amendment fees. Feedback has been collated and mapped into a document which aligns with the Scottish Government's "Island Community Impact Assessment" (ICIA) framework for ease of use.

The ICIA is a collaborative process and one which we feel has worked particularly effectively here. It has supported us in ensuring our communities have been listened to and their needs truly considered.

The attached document goes into the feedback in greater detail, however there are a few key messages we wish to highlight:

• The proposed changes to Terms and Conditions will not go ahead for now.

• We will enforce existing Terms and Conditions (see attached document for detail).

• We will use data from eBooking to inform further recommendations.

• We will commit to a six and 12-month review and share our findings again.

Best regards,

The CalMac Customer Experience Team