Company personnel are instructed to avoid delays and retain the advertised schedule as far as this is possible. However, Customers will appreciate that sometimes a delay could occur for reasons beyond anyones control. Moreover, delays could occur for specific reasons as follows:

(i) Emergency - ie Ambulance, Fire Tender, etc, but only if and when there is an actual emergency.

(ii) Waiting for Public Transport - when the Master is expected to wait for a "few minutes" if the Public Transport is visible, ie the bus (coach) may physically be seen from the vessel's Bridge in the vicinity of the Reverse Osmosis Plant, on the road leading to Cirkewwa or is about to arrive at the harbour at Mgarr.

(iii) In very exceptional circumstances waiting for the arrival of late passengers or a VIP. In this regard all those entitled to Priority Boarding have been advised in writing that:

(a) pre-advice should be given to the Company (Terminal Duty Manager - Gozo) by telephone, of the date and time of travel and that the car will be ready for boarding at least ten (10) minutes before departure time;

(b) scheduled departure times will not be delayed waiting for a VIP except in very exceptional circumstances.

Notwithstanding all the precautions taken by the Company, delays will continue to occur even with the best endeavours of all concerned. When delays do happen, Duty Managers and/or Masters are instructed to ensure that:

(i) The passengers are informed of the reason for the delay prior to and/or as soon as the ferry leaves its berth.

For this purpose the PA System at the respective terminals (Cirkewwa not yet available, but should be introduced) and on the ferries will be used. All concerned are encouraged to use the PA System as often as possible, and as appropriate.

(ii) The "General Incident Report Form" is filled up by the person concerned and handed in to the appropriate Head or Manager at the earliest opportunity.

These will be inputted into the Incident Reporting Programme (as with other "incidents") to create a suitable database which will assist the Company to improve its operations and become more efficient.

Ultimately, Heads of Department, Managers, Duty Managers and/or Masters are encouraged to use their own initiative to ensure that delays and other disruptions in the service occur only on very rare occasions. The Company appreciates that this could only be achieved with the appropriate pre-planning and/or "decision taking" at the time.