Gozo Channel’s unresponsiveness

One thing that distinguishes firms is their customer care.  This shortcoming is found in all sectors of the economy.  However, those firms which are in the public sector are more prone to such shortcomings.  This is in spite of the efforts that are being made to make public sector firms more responsive to customer complaints.  Some time ago, we mentioned ARMS Ltd where it is virtually impossible for someone to get a proper answer to his/her queries.

Today, we are including Gozo Channel where in spite of several emails to the firm to answer a query, remained unanswered.  The Association received a complaint from a family whose son travelled to Gozo with a group of friends.  He was charged €2.30 for a small bottle of water (500ml) while on the trip last April.

The family of the concerned consumer wrote 3 times but received no response.  The Association wrote to the firm several times on 14th and 30th June and 22nd August 2017, but again we did not receive any reply to our query.

Consumers should be weary when buying from the canteen of Gozo Channel ships as we had also reports that consumers are rarely given receipts even though a receipt is issued from the till.  The problem when not given a receipt is that one would not be in a position to see if they are overcharged or not.

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