Finferries’ management system and customer service

Finferries’ management system leaves many things at the discretion of the ships’ masters and ferry captains, which increases the significance of human factors and the possibility of dangerous navigation errors. The company’s safety management system does not provide sufficient support for operative decisions-making, nor does it identify all risks related to the operating environment, vessel and its safe navigation, such as the fact that customers can freely call the ship’s master.

Finferries clarify its instructions on at least departure, telephone use and keeping a lookout, and develops its safety management and training system to better address both ship- and ferry-specific and human risks and their management

Finferries’ vessels operate on several shipping routes used by commercial vessels and encounter larger vessels thousands of times each year. The shipping company’s significance to the safety of navigation is thus greater than its size would imply. The company’s customer service model would also benefit from a critical review. Customer service calls made to the officer of the watch may not jeopardize the vessel’s safe navigation.

Finferries’ management system leaves many things at the discretion of the ships’ masters and ferry captains, which increases the significance of human factors and the possibility of dangerous navigation errors. The company’s safety management system does not provide sufficient support for operative decisions-making, nor does it identify all risks related to the operating environment, vessel and its safe navigation, such as the fact that customers can freely call the ship’s master.