Washington State Ferry personnel met with business owners on Orcas Island and San Juan Island to discuss the trials and tribulations of creating a reservation system to best meet the needs of visitors, residents and commercial traffic to the San Juan Islands.
The San Juan Islands Visitors Bureau hosted the meetings with local business owners and WSF staff Reservations Program Manager Brian Churchwell, Terminal Operations Manager Dwight Hutchinson and Senior Customer Service Manager Susan Harris-Huether, amongst others to talk about how the reservation system is working, or not working, for locals. Churchwell said that any adjustments they make will be made over winter and spring to be ready for next summer’s tourist season.
Those who attended the Orcas Island meeting included councilman Rick Hughes, Larry Vandermay, Ferry Advisory Committee member from Orcas, the Orcas Island Chamber of Commerce, a representative from Kenmore Air, and two lodging owners.
Churchwell started off by presenting a review of the summer ferry season, noting that ridership in 2015 was up overall compared to 2014, which was the highest ridership year the Anacortes/San Juan Island route has ever seen. The only month that dipped down was August, and Churchwell said it’s difficult to know why ridership in August was down.
“It’s hard to make a definitive reason as to why ridership was up or down, from looking at the numbers,” Churchwell said, citing fluctuating August weather and the limited vessel capacity due to the Elwha being out of commission since July, cutting their capacity by 18 percent.
According to Churchwell, over the summer 2,667 people per day travelled with a reservation, and analyzing online data found that 25 percent of reservations were made the day before or the same day of travel. Churchwell said the reservation system has to figure out a way to cater to three different kinds of travelers; the early planner, commercial traffic, and the last-minute traveler.
An online survey to WSF customers found that 83 percent said the website easy to use, and just 9 percent said it was difficult.A member of the audience pointed out that those figures may not be representative of those who use the system, since online surveys may not be readily accessible to all, and if they truly have difficulty with the online system, may not express that through another online system.
Respondents to the survey said that some improvements could be reducing the time window required to be at the terminal, currently at 30 minutes, as well as providing more drive-up space, currently at 10 percent of a ferry’s capacity. Churchwell said that a postcard concerning the survey was sent out to residents, but that not everyone received it for some reason.
Some suggested modifications that Churchwell presented included increasing or decreasing the percent of reservable spots on a vessel, modifying the current 30-30-30 tiered release schedule of reservation space and modifying the no-show fee to discourage people reserving multiple sailing times as ‘insurance.’
The WSF administrators heard from members of the audience, including grievances, glitches and gratitude about the current reservation system.
Nancy Cates, owner of Friday’s Crabhouse, noted that for the first time in 22 years she has had a down year.
“I have never had a down year until this year, which quite frankly I blame on the reservation system,” Cates said, adding that those waiting in line for the ferry were a big customer base. Cates stated that after talking with other businesses in the area, they had a similar response.
“We are seeing some people miss the long lines if their business catered to people waiting for a ferry,” Churchwell said.
Cates said she was against the reservation system and didn’t understand why it was implemented, instead of getting more ferries. Churchwell and Susan Harris-Huether responded that it was due to a legislative directive in 2009 that determined the ferries needed to be better utilized and that adding new ferries to the route was not an option.
Sam Buck, real estate broker and San Juan Island native, gave suggestions that increasing the drive-up standby amount to 20-25 percent could alleviate some stresses that residents have about not being able to go on or off island as freely. Buck recommended creating two lines at the Anacortes terminal, one for reservations and one for drive up, as well as speed signs to keep traffic slowed when in the lines.
Other comments about the ferry included letting cars off in Friday Harbor first instead of the walk-on passengers to avoid congestion, bathroom upkeep and a more diverse food selection in the galleys.
WSF will host three meetings for the public to attend to get suggestions and comments from residents Oct. 14 at Lopez Center for Community and the Arts from 5:30-7:30 p.m. on Lopez Island, Oct. 15 at Orcas Senior Center from 5-7 p.m., Oct. 21 at the San Juan Island Yacht Club on San Juan Island from 5:30-7:30 p.m. and Shaw Island Oct. 22 from 4-6 p.m. at Shaw Island Community Building. For more information contact Brian Churchwell at 206-515-3645 or churchb@wsdot.wa.gov
