Herm accused of putting profit before customers

He spoke out following what he said were repeated complaints from customers, who say they have found themselves stranded with luggage at Rosaire Steps after a continuing dispute over porterage.

Mr Wilcox said that the porterage policy introduced by Herm had created bad feelings among many.

‘Regulars are indicating that they will not travel as frequently, and as such we are very concerned on the impact this will have on our business,’ he said.

‘We accept that Herm Island is now very much in competition with Trident, we just hope that common sense prevails before time runs out on the “good old days of Travel Trident”.’

In response, a Herm Island Management spokeswoman said the island’s policy aimed to reduce the number of vehicle journeys around the island, mitigating risk to guests and residents and reducing the noise disturbance.

‘We also simply do not have sufficient staff numbers to service the arrival and porterage to and from all ferries,’ she said.

One Herm guest, a pensioner who has previously suffered a stroke, spoken to by the Guernsey Press, said they had to drag a small suitcase from the steps to the hotel themselves.

‘I would think twice about going again,’ they said.

‘I have been going to stay on Herm twice a year for almost 10 years and always travel with Trident.’

Until last year, guests arriving on Trident ferries were offered free porterage if they were staying at the hotel or campsite.

In 2022 this was cut to just the noon sailings and has now been stopped completely. Herm introduced its own ferry – the Isle of Herm – in summer 2021.

Herm Island CEO Craig Senior said at the time that it was not looking to compete with or replace Trident.

Herm Island Management yesterday said that all guests were informed clearly that a luggage porterage service was only available on the Isle of Herm ferry.

‘We are very sorry to hear they felt misinformed and let down on this occasion,’ the spokeswoman said in response to the customer complaint.

The statement went on to say that the services team provided porterage for guests using the Isle of Herm ferry to and from their accommodation. The Isle of Herm ferry was the only operator whose proceeds all go directly towards running Herm, and the only Channel Islands ferry running on renewable fuel.

‘At this time, there is no contractual agreement to provide a porterage service for Travel Trident ferries but, as is the case everywhere, all travel providers offer different facilities and services.

‘We are pleased guests have a choice of operator in the summer and, with the Herm ferry winter schedule, we are able to ensure the island has a year-round service for guests, day visitors and events.’

The customer felt not offering porterage to Trident passengers was a ‘petty’ move by Herm management.

‘It seriously inconveniences their paying guests,’ they said.

‘It’s not exactly cheap to stay there and by doing this they’re not providing the expected good level of service. If necessary I would pay a small fee to have my luggage portered to and from the hotel and other guests I spoke too felt the same. It’s no excuse to say that post-Covid they don’t have enough porters, this reason is getting very stale now.’