Waverley - Getting the basics right

[Rob Lightbody]

Make sure the website works all the time (I just tried to book, and it failed and I've no idea if I have a booking or not). 

Work out a way to tell people when there's a problem - or just insist that they check your website before sailing - WHICH YOU MUST UPDATE IMMEDIATELY IF THERE'S A PROBLEM !!

If there is a problem on the day, offer a free ticket for another trip.  It costs nothing, but will make a happy customer and they'll come back aboard and spend.

The  Waverley's enthusiast supporters and fans will put up with anything, but you need to appeal to those who just want a wee day out.

[Rob Lightbody]

I don't like when people say something is gonna take place, and then they cancel it without warning. Such a waste of money.

It can get cancelled at any time, its an old ship, and the weather can get in the way, but they need to find a way to deal with that without disappointing customers.