Hawai'i Superferry - Chapter 4

[Leo Lakio]

Re: Hawai'i Superferry - Chapter 4

I was so looking forward to touring the Alaka`i today ... they too can enjoy a trip aboard the Alaka`i.

Pssst...remember, it's "Alakai," not "Alaka`i" - different meaning.

Sorry to hear about the failure to accomodate your needs here, Fran. Let's hope they look at it as an "oops, she's right - we failed to deal with this in the best way we could; let's correct that" situation. Then they offer you a free pass as an apology, too.

[anapuni808]

I'm guessing that there are insurance and liability issues at play here. I hope there's a simple answer and a simple solution.
As for the unreturned phone call, that should be no surprise. The marketing folks are undoubtedly swamped with calls and requests on a day that they're hosting hundreds if not thousands of people. They probably won't even hear the message until tomorrow.
Please keep us posted on all of this...

I made the phone call yesterday morning, plenty of time for her to respond - even into the evening. I know she works late because I had previously gotten an email regarding the prior tours, sent by her at 11pm. If I had left a message on an office voice mail, then yes - don't expect a call-back until Monday. But, this was her cell phone which presumably was on her person.

If this is an insurance issue or liability issue, they need to make a disclaimer of some sort visible in their materials. To ask on their reservation form if one needs "special assistance" and then not respond if they are unable to provide the assistance requested is very poor customer service.

I'm a business person & understand the protocol of returning calls. I've also worked for a PR firm in the past - I understand about customer relations. The point is moot at this time. If someone responds to my email, then I will discuss it with that person. Until then, nothing more can be accomplished by discussing the matter on HT.

I watched Ryan's live webcast on the Superferry today. There was a person in one of those electronic personal movers on board... you know the thing slightly larger than a wheelchair... electric scooter or whatever they are called. My question is how that person got on the passenger deck from the parking deck. I would assume there is an elevator somewhere in the ship to accommodate people who cannot climb stairs. Did not notice that when I visited the Superferry though.

Yes, there are apparently what was described to me as "lifts" to move wheelchair passengers. and ramps rather than stairs to move between sections of the boat.

[mel]

Re: Hawai'i Superferry - Chapter 4

I watched Ryan's live webcast on the Superferry today. There was a person in one of those electronic personal movers on board... you know the thing slightly larger than a wheelchair... electric scooter or whatever they are called. My question is how that person got on the passenger deck from the parking deck. I would assume there is an elevator somewhere in the ship to accommodate people who cannot climb stairs. Did not notice that when I visited the Superferry though.

[LikaNui]

Re: Hawai'i Superferry - Chapter 4

I'm guessing that there are insurance and liability issues at play here. I hope there's a simple answer and a simple solution.
As for the unreturned phone call, that should be no surprise. The marketing folks are undoubtedly swamped with calls and requests on a day that they're hosting hundreds if not thousands of people. They probably won't even hear the message until tomorrow.
Please keep us posted on all of this...

[anapuni808]

Re: Hawai'i Superferry - Chapter 4

actually, yes - I would have gone ahead with the tour. On board, there are chairs to sit in to rest. No chairs while waiting in a security check line or other check in lines. Thats the major problem.

I'm not going to waste any time on this issue. I don't think its an ADA issue, merely accomodation to passengers. I'm sure they have their okoles well covered on ADA issues.

I said what I felt needed to be said in my email. If the issue is resolved and the courtesy extended, I will certainly plan on taking SF often. If not, then I will keep on flying. Either way, I'll get where I need to go!

[pzarquon]

Re: Hawai'i Superferry - Chapter 4

So the Hawaii Superferry is BYOW, eh? And while there are ramps, you're on your own wheeling your way along? Good to know.

I'm pretty sure these services are courtesies, and not required, and at this point pre-launch it sounds like they've opted not to provide them. I suppose if their primary competition is air travel and airport services, it's certainly a competitive concern. But, well, airports come with a mountain of additional headaches (for those without special needs, at least!), and frankly I'm not sure the Superferry is going for the same market as Aloha, Hawaiian, and go!

Until such time as one or two of the airlines are driven or sued out of business, the Superferry ain't gonna be able to compete on cost. I did an imaginary booking to Kauai, and would be out a huge chunk of change versus the same trip on Hawaiian and a rental car. People who will travel by sea and bring vehicles with 'em are not gonna be bargain hunters. I thought it was funny that the secretary reportedly said, "We're not a cruise ship!" When I'd put 'em closer to that end of the spectrum than an airline.

It's a new but tough market for 'em, that's for sure. They're going to have to balance the additional "courtesies" against their costs. They may decide, or may have already decided, that people who need more than access ramps and other ADA requirements are customers they can live without.

Fran, if they provided a wheelchair and a porter to get you on the Superferry, would you have still taken the tour? I mean, to see all the nooks and crannies on board? Presuming if, like the airport, you only got to borrow their chair and staffmember for that first fifty yards. A tour is considerably more trying than actually taking a trip on this thing, wherein you'd just find a comfy chair near the bar and relax for several hours!

[anapuni808]

Re: Hawai'i Superferry - Chapter 4

they have been reported now - here on HT! Can't get much more public than this. Also, Garibaldi is president of the company & he got a copy of the email.

[scrivener]

Re: Hawai'i Superferry - Chapter 4

To be spoken to in a manner which is "unprofessional"...the company should be reported!

Reported to whom? The Federal Bureau of Manners Enforcement?

[1stwahine]

Re: Hawai'i Superferry - Chapter 4

If a person can not board a vessel or a plane due to a challenge ~ the person needs assistance. There are rules and regulations strictly set by the Federal Government. To be spoken to in a manner which is "unprofessional"...the company should be reported!

Lynn

Great email Fran!

[anapuni808]

The Superferry has a computer controlled stabilization system using planes in the bow of each hull. These planes can dampen both pitch and roll, the sort of motions that make passengers sick.

The catamaran hulls are designed to move through the water and not just upon the surface at speeds up to 40 knots. There's also enough freeboard to clear the kind of sea conditions you'd find in the channels. If seas are large enough to hit the underside of the vessel between the hulls, then it's unsafe for most other ships as well.

The Superferry is a large vessel. I saw it this past weekend apparently doing docking practice runs and was impressed by its size. For this ship to do what it does, and to move as fast as it does, is quite a feat.

BUT - Just in case ..............(lifted from HSF website)

Advice for motion sickness: Do not skip eating, but avoid spicy or greasy foods; sip water or ginger ale; stand and look at a fixed point on the horizon; avoid reading; avoid alcohol and coffee.
Over-the-counter medicines for motion sickness can be effective if taken before or at the start of the trip.



They will apparently be selling these meds on board

Fran, if they can't provide assistance, they are breaking Federal Rules!

File a Report with Protection and Advocacy Agency Hawaii Disability Rights Center 900 Fort Street Mall, Suite 1040 Honolulu, HI 96813 (808) 949-2922; (800) 882-1057 (in HI).

They do provide lifts for wheelchairs on board. That is required by law. Also, they have ramps instead of stairs when you move around which is also an accomodation.

The airports all have curbside wheelchairs available, with a porter to escort a person from the drop off point, through security and right onto the plane if needed. I don't know if that is just a courtesy service or if its an ADA requirement. Whatever, it would be nice is HSF would do the same as a courtesy for some of their passengers who are not as mobile as we would like to be.

this is the email I sent to the Customer Relations person, along with a copy to John Garibaldi:

Aloha Melissa,

I was so looking forward to touring the Alaka`i today until I read an article in the Pacific Business News yesterday which stated that you do not have wheelchairs available for disabled passengers. Since I had asked for that accommodation during my visit and had not received a response stating that it would not be possible, I naturally assumed that my request would have been honored. Otherwise, why ask if we needed “special assistance”?

I called your offices yesterday and when I tried to get information from the female answering the phone, she was not very forthcoming except to very rudely inform me that “We are not a Cruise Ship!”. She refused to answer any of my questions but did provide your cell phone number to me. I called you & left a message in your voice mail. However, you have not chosen to respond.

I was hoping that SuperFerry would be able to provide the same sort of courtesy to passengers that is enjoyed at the airports: access to a wheelchair at the curb, along with a porter to assist mobility challenged passengers through security and into the airline boarding area. I don’t know if this is required through ADA laws or just provided as a service by the airport. But, without this courtesy, many of us would no longer able to travel at will. I have arthritis in both knees and walk with a cane. I am unable to stand for more than a few minutes at a time and am unable to walk very far at a time. I also use a disability pass for the Bus. The service provided at the airports allows me to still travel as I like. And I believe it is a standard service provided by most airports.

Needless to say I was quite disappointed by Hawaii SuperFerry and had to miss out on my tour today. Your receptionist was rude & refused to answer simple questions. You did not bother to return your phone call from me. This is not a good way for a new transportation service to be starting out and is really poor customer relations. I’m sure my not being able to use the boat will not hurt your business but word of mouth advertising goes a long way and this is a small community. I do plan on mentioning this to several reporters I’m acquainted with.

The bottom line is you are going to be in competition with the airlines who will get passengers between islands much faster and cheaper. I would think it would make good business sense to do whatever it takes to encourage people to use YOUR service rather than flying – and that includes accommodating your mobility challenged customers so that they too can enjoy a trip aboard the Alaka`i.

Sincerely,

[1stwahine]

Re: Hawai'i Superferry - Chapter 4

Fran, if they can't provide assistance, they are breaking Federal Rules!

File a Report with Protection and Advocacy Agency Hawaii Disability Rights Center 900 Fort Street Mall, Suite 1040 Honolulu, HI 96813 (808) 949-2922; (800) 882-1057 (in HI).

Ok...here we go again.

Any reporters in the house?

It's a SCOOP!!

Lynn

[GeckoGeek]

Re: Hawai'i Superferry - Chapter 4

they do not have any accomodation for "mobily challenged" folks like myself to get aboard the boat.

I can understand that as part of a "pre-operation" tour, but I'd think they'd have to accommodate you by law when they start operation.

[anapuni808]

Re: Hawai'i Superferry - Chapter 4

actually, I was unable to take the tour as I found out yesterday that, unlike the airports, they do not have any accomodation for "mobily challenged" folks like myself to get aboard the boat. and as they very rudely informed me yesterday when I called: We are Not A Cruise Ship!! So, I was disappointed big time. Until they are able to provide some sort of porter to assist folks like myself, I will stick to flying. I have written to their customer relations person to this effect, with a copy to Mr. Garibaldi.

PZ - enjoy your tour & I look forward to seeing the pics & video.

[pzarquon]

Re: Hawai'i Superferry - Chapter 4

PZ - what time is your tour? I'll be on the 12:00 one. Maybe we'll run into each other.

Hee! As I type this, you're aboard the Alakai. My tour is at 3 p.m. And yes, as Mel notes, I'll be totally geeked out. If you're bored this afternoon, come on by HawaiiGeek.TV to see the Hawaii Superferry live... for better or for worse! Afterward, I also hope to post to Flickr and YouTube and, if anyone will talk to me, my podcast. Whee!

[Karen]

Re: Hawai'i Superferry - Chapter 4

Helen, I didn't get to catch more than an hour of the show, and that was the last hour. I wish I could tell you for sure but I assumed from what they said and didn't say that it was on water, LOL not land...duh, just being silly, but docked. they joked about people "on land" calling to win a prize cuz they had given prizes to the audience, so that's why I referred to it being on water.

They gave away a free trip for family of four and an overnight stay in a hotel, but I didn't catch to which island.