engagement summary report - bc ferries...ferries for the next generation | engagement summary report...

Engagement Summary Report

TABLE OF CONTENTS

TABLE OF CONTENTS

INTRODUCTION 1Project Background 1Why We Engaged 2How We Engaged 2

ONLINE ENGAGEMENT 4

What We Did 4Who Participated 8What We Heard 9

Accessibility 11Pedestrians & Cyclists 16Family Spaces 22Pet Spaces 25Outdoor Spaces 27Food & Beverage 31Technology 35New Amenities 40Additional Thoughts & Considerations 41

ON BOARD POP-UPS 47

What We Did 47What We Heard 48

Accessibility 48Pedestrians & Cyclists 48Family Spaces 49Pet Spaces 50Outdoor Spaces 50Food & Beverage 51Technology 51New Amenities 52Additional Thoughts & Considerations 53

COMMUNITY WORKSHOPS 54What We Did 54Who Participated 55What We Heard 56

Accessibility 56Pedestrians & Cyclists 56Family Spaces 58Pet Spaces 58Outdoor Spaces 59Food & Beverage 59Additional Thoughts & Considerations 60

NEXT STEPS 61

APPENDIX A: ONLINE SURVEY RESPONDENT DEMOGRAPHIC SUMMARY 62APPENDIX B: WORKSHOP PARTICIPANTS 66APPENDIX C: FIRST NATIONS OUTREACH 67APPENDIX D: HUB CYCLING - LETTER OF RECOMMENDATION 68

Ferries for the Next Generation | Engagement Summary Report 1

PROJECT BACKGROUND

BC Ferries will be replacing four ferries with up to five new ferries that will begin to serve Metro Vancouver and Vancouver Island in the mid 2020’s. In doing so, we are weighing many considerations as we work to:

• Keep fares affordable• Reduce environmental impact• Plan for flexibility to meet changing demands; and• Enhance the onboard experience for our customers.

Community, customer, and employee engagement, along with detailed technical studies are crucial to determining the design requirements for these new ferries.

In addition to engagement, we are working on a number of studies to help us better understand the technical aspects and options for these new ships. Together, the results of engagement and our technical studies will inform the design of the new major ferries.

Early - Mid 2019

STEP 2ESTABLISH REQUIREMENTS FOR THE NEW FERRIES

• Internal and external reviews and approvals (e.g. BC Ferries Commissioner Review)

STEP 3PROCURE AND BUILD THE NEW FERRIES

• Detailed design of new ferries based on requirements

• Ongoing community, customer and employee communications and updates

STEP 4LAUNCH THE NEW FERRIES INTO SERVICE

• Naming and christening of new ferries

• Ferries in service

Late 2019

Early - Mid 2020s

Mid 2020s

We’re here!

STEP 1ESTABLISH WHAT WE NEED AND WANT OUR NEW FERRIES TO DO

• Technical studies• Community,

customer and employee engagement

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INTRODUCTION


WHY WE ENGAGED

We’re committed to engaging those who are impacted by our decisions and wherever possible incorporating that feedback into our decision-making process. These ‘Ferries for the Next Generation’ will serve Metro Vancouver and Vancouver Island for the next fifty years, and they represent one of the largest projects we have ever undertaken. There are a lot of considerations in building new vessels including environmental sustainability, cost effectiveness, future travel patterns and trends, and growing demand, among many others.

Community, customer, and employee feedback is critical to making wise decisions that consider all aspects of design and operation. Engagement helps to facilitate this feedback, as well as educate and inform the community, customers, and employees about the project, and to further the connection and relationship between BC Ferries and those we serve.

HOW WE ENGAGED

ENGAGEMENT PRINCIPLES

To ensure an effective and participatory process that was also educational, inclusive, transparent, responsive, timely and that fostered relationships and trust, we designed our engagement approach based on the following principles:

• Share process and content information. We will inform community members about how this process fits into the larger procurement process, and where their ideas and perspectives will help shape decision-making.

• Let stakeholders shape engagement. We will share information about our engagement process with key stakeholder groups, and be willing to modify our process based on their input.

• Conduct active outreach. We will actively reach out to our existing contacts and connect with new participants, prioritizing those most impacted by these replacements, and more specifically, those impacted by changes to amenities aboard these ferries.

• Seek diverse feedback. We will actively seek out customers who express a variety of opinions. Our process will provide both “light touch” opportunities to respond to a quick questionnaire and opportunities to explore consultation questions through dialogue at a multi-stakeholder interactive event

• Go to where people are. Our engagement team will be on-board the ferries and the terminals engaging BC Ferries customers on the routes impacted by these replacements.

• Provide choices for topics to engage on. Our engagement activities will be designed to give participants a choice of which topics they want to engage on based on their interests.

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• Commit to responsiveness. We will report back on both “what we did” and “what we heard” and will show how input gathered informs decision-making.

For this first phase of engagement we focused on gathering input on new ferry amenities and services. We organized input into nine “Topic Areas”:

1. Accessibility 2. Pedestrians & cyclists 3. Family spaces4. Pet spaces5. Outdoor spaces6. Food & beverage7. Technology8. New amenities9. Additional thoughts & considerations (environmental

sustainability, future flexibility, etc.)

ENGAGEMENT OPPORTUNITIES

Community & Customer Engagement

We engaged community members and customers through the following engagement tactics:

• Online Engagement• On Board Pop-ups• Community Workshops

The results of each of these tactics are described in detail in the three sections following this introduction. Included in those three sections we’ve outlined the what we did and why we chose each tactic, who participated, and what we heard from them.

270 emails were also sent to the project email ([email protected]). The suggestions from those emails have been amalgamated into the following three sections.

Employee Engagement

We also engaged terminal and vessel staff on our major routes to hear what they see as important considerations in the design of these new ships. The results of this engagement will be used alongside technical studies and community engagement results to help establish design requirements for the new ferries.

NOTIFICATION & PROMOTION

Engagement opportunities were widely promoted through a variety of channels including:

• Media coverage in newspapers, on the radio, and television

• Social media (Facebook, Twitter, and LinkedIn)• BC Ferries’ website• Posters and digital signage at terminals and on board

ferries travelling between Metro Vancouver and Vancouver Island

• Emails and letters to key stakeholders and First Nations• Project ambassadors on board 24 different sailings

between Metro Vancouver and Vancouver Island

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WHAT WE DID

We invited community members and customers to share their thoughts in an online engagement, which was open to the public from March 12th to April 12th, 2019.

We designed online engagement to allow respondents to choose the topics they were most interested in contributing to, and finished with a series of demographic questions that all respondents were asked to answer.

For each topic, we provided respondents with some background information on what we’ve heard about that topic through past engagement processes, what we’ve done to date, and then we asked respondents the following questions:

ACCESSIBILITY

1. What do you think are the most important accessibility considerations to make ferry travel easier for those with mobility issues, those who are blind or partially sighted, and/or those who are deaf or hard of hearing?

2. We’re looking at ways to improve washroom facilities on board our ferries in order to meet a diversity of needs. On board the ferries that serve our major routes today we have wheelchair accessible washrooms as well as parent rooms.

We’re considering replacing those facilities with 6 multi-purpose rooms located throughout our new ferries that would function as wheelchair accessible, gender-neutral washrooms and parent rooms.

What should we be considering to ensure these rooms are as accessible as possible for persons with disabilities?

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ONLINE ENGAGEMENT

When: March 12 – April 12, 2019Who: 9620 participantsWhat: An online questionnaire that shared background information on the project, information on what we’ve heard about that topic through past engagement and the opportunity for respondents to choose the topics they were most interested in contributing to.


PEDESTRIANS & CYCLISTS

1. What do you think are the most important considerations for making ferry travel easy for those who walk on board (i.e. for those that have to walk on via the lower vehicle deck with large sporting equipment or pets, or for those that will be transferring to buses, taxis, or other forms of transportation on the other side)?

2. What do you think are the most important considerations in making sure our new ferries are convenient and accessible for those travelling by bike?

FAMILY SPACES

1. What would you like to see in kids’ play areas?

2. What amenities would make travelling with your family easier for you?

3. We’re looking at ways to improve washroom facilities on board our ferries in order to meet a diversity of needs. On board the ferries that serve our major routes today we have wheelchair accessible washrooms as well as parent rooms.


How do we ensure these rooms are useful for families, especially those traveling with infants and younger children?

PET SPACES

1. What amenities would make travelling with your pets easier for you?

2. We are considering different options for where we locate pet areas on our new ferries. In doing so, we have to consider the safety and needs of all our guests, including those who have allergies or do not wish to encounter pets during their travels.

If pet areas are located above the vehicle deck (on the passenger deck for example), how comfortable are you interacting with pets on board (i.e. in stairwells, hallways, and elevators)?

If respondents didn’t choose to answer questions about pet spaces when selecting their topics, they were still given the opportunity to answer this question at the end of the questionnaire.

OUTDOOR SPACES

1. What kind of seating would you like to see in outdoor spaces on board our ferries?

2. What else could we offer that might make your experiences in outdoor spaces better (i.e. other types of seating, interpretive signage, music, outdoor games, different types of educational programming, etc.)?

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FOOD & BEVERAGE

1. How likely would you be to download and use a pre-order, pre-pay food app for your mobile phone when travelling with us?

a. Why is that?

2. How likely would you be to use a pre-order, pre-pay food kiosk on board the ferry when travelling with us?

a. Why is that?

3. Through research and conversations with our customers, we’ve heard a desire for more healthy food options when travelling with us.

What healthier food options would you like us to consider offering on board the new ferries?

TECHNOLOGY

1. To what degree are the following technology-related amenities important to you?

a. Televisionsb. Charging stations for

personal electronicsc. Payment kiosk to streamline access to Seawest

Lounge and the buffet

2. What should we consider when incorporating amenities related to televisions?

3. What should we consider when incorporating amenities related to charging stations for personal electronics?

4. What should we consider when incorporating amenities

related to a payment kiosk to streamline access to Seawest Lounge and the buffet?

5. Are there other technology-related amenities you think we should consider?

NEW AMENITIES

1. Do you agree that we should focus on improving existing amenities, rather than offering new amenities?

2. What is your level of interest in us including these new amenities?

a. Golf simulatorb. Gift shop with VQA Store (BC Wines)c. Massage stationd. Spae. Fitness centref. Exercise studio with classes (yoga, circuit training,

spin classes)g. Hair salon/barber shop

ADDITIONAL THOUGHTS & CONSIDERATIONS (ENVIRONMENTAL SUSTAINABILITY, FUTURE FLEXIBILITY, ETC.)

1. Are there additional thoughts you’d like to share with us about these new ferries?

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DEMOGRAPHIC QUESTIONS

We asked several demographic questions at the end of the online engagement to help us understand who we were hearing from, and to bolster our analysis of the survey results. We asked the following demographic questions:

1. How often do you travel on our ferries?2. What ferry route(s) do you travel on most often?3. What mode(s) of transportation do you most often take

onto our ferries?4. What are your most common reasons for travelling on our

ferries?5. Which one of the following age groups do you fall into?6. Do you travel with children?7. How many children do you travel with?8. Do you travel with one or more pets?9. Do you live with a visible or invisible disability that

impacts your ability to access and/or move around ferries?

We regularly checked for trends in demographic responses to ensure we were reaching a wide range of audiences.

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WHO PARTICIPATED

A diverse group of people responded to the online questionnaire. A detailed summary of demographic information can be found in Appendix A. Highlights include:

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Travel with Children

Yes, 27%

No, 73%

No, 45%

Yes, 55%

Travel with Pets

No, 86%

Yes, 14%

Live with a Disability

87%Personal vehicleWalk-on

BicycleRecreational vehicle

MotorcycleOther

Commercial vehicle

58%6%6%

3%2%2%

Mode of Transportation

8%

34%27%

19%

8% 4%

1 or less trips per

year

2 to 5 trips per

year

6 to 11 trips per

year

12 to 24 trips per

year

25 to 51 trips per

year

52+ trips per year

Travel Frequency

Tsawwassen to Swartz

Bay

Horseshoe Bay to

Departure Bay

Tsawwassen to Duke

Point

Horseshoe Bay Langdale

58%40%

27%14%

Frequent Travel Routes

Reason for Travel

30%Attending special event

Visiting friends / relatives 69%

Vacation 64%

Required personal travel 23%

Shopping 16%

Business trip 22%

Commuting 6%

Attending school 4%

Hauling freight 1%

Other 5%

Respondent Age

6%

23% 21%18% 19%

13%

Under 18

18 - 24

25 - 34

35 - 44

45 - 54

55 - 64

65+

0%


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WHAT WE HEARD

HOW TO READ THIS SECTION

The following section is a summary of what we heard from respondents to the online engagement. This section is divided first by topic, then by the questions we asked under each topic, and finally by the themes that emerged from our analysis of responses to those questions.

We conducted two types of analysis on the qualitative responses to the online engagement: summary and detailed.

The two types of analysis differed in the following ways:

• Detailed analysis: comments were sorted and counted by theme and by sub-theme with all themes described

• Summary analysis: comments were sorted by theme with only the most common themes described

The specific questions that were selected for detailed analysis were selected based on the level of complexity of the topic.

For the questions that we’ve conducted a detailed analysis for, we’ve included the total number of comments that we received and the percent of those comments that related to each theme or sub-theme*, **. For these questions we also looked to see if any trends emerged relative to the demographic information that we collected through the online engagement. Whenever there was a significant difference between the themes or sub-themes between particular demographic groups, we included it as a note beside the theme or sub-theme.

Questions that asked respondents to select one or more items from a list or on a scale, are summarized by a graph and a brief description.

*Some responses related to multiple themes or sub-themes, and so the aggregate number of comments from all themes and sub-themes (and the accompanying percentages) do not precisely add up to the total number of comments for each question.

** Some comments only related to a theme and not a sub-theme, and so the aggregate number of comments from all sub-themes won’t precisely add up to the total number of comments for the theme that they relate to.


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Summary Analysis Example

FAMILY SPACES

Family Amenities

What amenities would make travelling with your family easier for you?

SeatingRespondents indicated that family-friendly seating was the most important consideration for family amenities. This included seating that is conducive to families sitting together, such as around a table to play games or colour, facing each other, with enough open space between rows of seats to allow children to play on the ground, or with armrests that can lift to allow children to lie down or cuddle. This also included more seating that allowed parents to supervise their children in the play areas. Family friendly seating in the cafeteria was also often mentioned, including kid-height tables and more high chairs.

Detailed Analysis Example


Bicycle Considerations (1319 Comments)

What do you think are the most important considerations in making sure our new ferries are convenient and accessible for those travelling by bike?

Information for cyclists (5%) Respondents commented on the need for more clarity on cyclist boarding procedures and bike path connections upon arrival.

More signage and direction (4%)

Respondents requested additional signage or markers on the ferry indicating where cyclists should go and proper procedure for storing their bikes.

Cyclists were more likely to make a comment related to this sub-theme (8% vs. 4%).

Topic}

Question

Theme and description of

theme

Topic

Question and total

number of comments

Theme, percent of comments

related to theme, and description of

theme

Sub-theme, percent of

comments related to sub-theme, and description of sub-

theme

Significant difference in

the frequency that a theme or sub-theme

was mentioned by a particular

demographic group

}

}

}

}

}

}

}


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ACCESSIBILITY

Accessibility Considerations (1072 Comments)

What do you think are the most important accessibility considerations to make ferry travel easier for those with mobility issues and/or those who are blind or partially sighted and/or deaf or hard of hearing?

Elevators (40%)Improvement of elevators was the most common accessibility consideration identified by respondents. General concerns related to elevators included long delays and crowding due to elevators breaking down or able-bodied people overusing them. More specifically, there were three sub-themes that emerged from the responses associated with elevators. These themes indicated that passengers want larger elevators, more elevators and elevators that are more accessible from the car deck.

Larger elevators (13%)

Respondents said that larger elevators would not only help with crowding by allowing more people on per ride, but would also provide more room for wheelchairs, scooters and other mobility aids.

More elevators (12%)

Respondents expressed a need for more elevators on the car deck to reduce wait times and minimize walking distance. On some vessels, there is only one elevator at the far end of the ship and passengers with mobility issues indicated that they have difficulty reaching it.

Frequent travellers (52+ trips per year) were more likely to make a comment related to this sub-theme (17% vs. 12%).

25 to 34-year-olds were less likely to make a comment related to this sub-theme (6% vs. 12%).

Access to elevators from vehicles (12%)

Many respondents stated that clearer and wider pathways were necessary on the car decks so that there is enough room for passengers in wheelchairs to exit their cars and move through the deck. Passengers requested larger spaces in between cars for greater access and more designated parking spaces for people with mobility challenges so that they may be parked closer to the elevators.

Infrequent travellers (1 or less trips per year) were more likely to make a comment related to this sub-theme (19% vs. 12%).

65+ year-olds were more likely to make a comment related to this sub-theme (18% vs. 12%).


Signage and announcements (21%) Signage and announcements on board the ferries was another significant accessibility consideration identified by respondents. Specifically, passengers requested increased and better signage to designated areas, such as more accessible announcements and American Sign Language (ASL) and Quebec Sign Language (LSQ) interpretations of all signage.

More accessible announcements (8%)

Respondents requested clearer and louder announcements over the speakers, including closed captioning or videos on TV screens for passengers who are deaf or hard of hearing. Respondents were specifically concerned about safety messages that could be announced through various methods. Some suggested a phone app with links to both visual and


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auditory announcements as a way to access important information.

18 to 24-year-olds were more likely to make a comment related to this sub-theme (16% vs. 8%).

Persons with disabilities were less likely to make a comment related to this sub-theme (4% vs. 8%).

65+ year-olds were less likely to make a comment related to this sub-theme (3% vs. 8%).

Increased and better signage (7%)

Respondents voiced that more signage is needed to direct passengers to elevators, bathrooms, cafeterias and other amenities on the vessel. Consideration should also be given to the size and color of text as well as graphics displayed on signage for clear wayfinding.


ASL and LSQ interpretations (6%)

Many respondents requested American Sign Language and Langue des Signes Québécoise interpretations available on board. This relates to all announcements, signage and cafeteria menus for those who are blind or partially blind and rely on sound and braille identification.


Movement on board (20%) These considerations related to passengers’ ease of moving around once they are on board the vessel, specifically for those with mobility challenges. The following accessibility features were most commonly suggested as potential improvements to onboard mobility.

Level and tactile ground surfaces (55%)

Respondents requested flat walking surfaces throughout the ferry by limiting slopes, steps and raised door sills. They also expressed a need for tactile flooring to designate walking areas, seating areas, eating areas, etc. as indicators for passengers who are blind or partially blind. This suggestion was the most prevalent among comments pertaining to movement on board the ferries.

Stairway challenges (4%)

Respondents expressed concerns with the safety and accessibility of the stairs within the ferry. Some requested lower grade steps or less steep and wider steps.


Doorways (4%)

Respondents suggested specific improvements to doorways on board ferries to address mobility challenges on the vessels.

Easier to open doors (2%)

Many respondents expressed challenges with opening the doors due to their weight, specifically to the washroom. A common suggestion was the installation of push plates for easier access.

Bigger doorways (2%)

Respondents requested wider door frames through which passengers in wheelchairs may easily move.

Wider corridors (4%)

Respondents voiced the need for more space in the hallways on ferries and in the aisles between rows of seats.


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Handrails (3%)

Respondents requested additional handrails through the hallways and in washroom stalls.


Parking (19%) Some respondents offered considerations in addressing vehicle parking for passengers with disabilities.

Larger spaces between parked cars (8%)

Many respondents expressed a need for wider space in between vehicles parked on the lower car deck for better access in and out of cars.

Disabled parking priority (7%)

Respondents suggested a process to ensure that people with disabilities have a designated parking space that is close to an elevator and priority parking on the open car deck to allow those passengers to remain in their car.

Semi-frequent travellers (25 to 51 trips per year) were more likely to make a comment related to this sub-theme (12% vs. 7%).


Ability to stay in the car (4%)

Many respondents requested to remove the Transport Canada regulation that prohibits passengers from staying on the lower car deck in order to accommodate those with sensory or physical disabilities who prefer to remain in their vehicles.

Accessible washrooms (15%) Respondents expressed a need for better access to or into washroom facilities and also within the washrooms.

Better access to washrooms (8%)

Many respondents requested better access to or into washrooms by ensuring unobstructed pathways to facilities and more space to accommodate mobility aids. This includes the location of washrooms, their proximity to elevators and the number of washrooms on board. The washroom entrance is also a concern for some passengers who wish for it to be level, without raised door sills, or to open with automatic door push plates.


Washroom features (4%)

Respondents made comments around accessibility within washrooms and pointed out specific features that inhibit ease of movement for those with mobility challenges. Suggested improvements to these features include wider washrooms, accessible height of sinks, larger and more handicapped stalls, higher toilets, and an extra handle on the stall door.

More washrooms (1%)

Respondents suggested a greater number of accessible washrooms on each passenger deck and on the car deck.

Pedestrian loading and unloading (13%)Respondents voiced a need for improvements on the pedestrian walkway from terminals to address the long walking distance and passenger safety. Suggestions include adding a shuttle or golf cart service for those who are disabled and in need of assistance. Additionally, some respondents expressed a safety concern for passengers with mobility issues


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navigating off ferries among the “stampede” of younger or more able-bodied passengers.

Ramps, escalators, moving sidewalks (5%)

Some respondents made specific requests for additional wheelchair ramps, escalators and moving sidewalks to aid with access onto ferries and moving throughout the vessel.

Seating space (11%) Many respondents made suggestions to improve onboard seating in order to accommodate passengers with disabilities.

Additional and variety of seating (7%)

Respondents requested more accessible seating in spaces throughout the ship and specifically in the cafeteria. Passengers also requested a variety of seating, including space around tables and other seat groupings to accommodate wheelchairs.

Seat reservations and priority boarding (4%)

Some respondents suggested that we accept walk-on reservations for passengers with disabilities and a pre-boarding option with designated priority seats. This would allow people with mobility challenges to board and exit the ferry separately, ahead of other passengers.

Access to specific spaces (3%) Respondents voiced a concern with mobility access to particular areas on board ferries.

Access to passenger deck (3%)

Respondents commented on the need for a more accessible pathway from vehicles to the passenger deck. Comments addressed the difficulty navigating to the upper decks and suggested designated and clearly marked walking lanes around the lower car deck.

Access to food and cafeteria (2%)

Respondents raised concerns around the length of cafeteria lines, the amount of accessible seating spaces in the cafeteria, and the physical ability of those with mobility challenges to stand in line. Suggestions included additional handicapped seating in eating areas, a centrally located cafeteria on the main passenger deck and a trolley host service for food.

Access to pet spaces (<1%)

Respondents requested greater and easier access to comfortable pet areas where passengers with mobility issues can sit with their pets.

Staff support (5%)Some respondents requested improved staff service and assistance for helping those with disabilities. This includes disability staff training and sign language capabilities.


Quiet and no screen spaces (3%)Respondents suggested quiet and screen-less spaces, specifically for those with sensory sensitivities or invisible chronic illnesses to help with overstimulation and decreased noise levels.



Emergency preparedness (1%)Some passengers expressed the need for more safety messages and evacuation procedures, specifically for passengers with disabilities. Respondents suggested the


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consideration of visual alerts such as strobe lighting or brochures with emergency information for those who are deaf or hard of hearing. Respondents also called for improved wheelchair evacuation procedures in the case that elevators are inoperable.

Multi-purpose Washrooms

We’re looking at ways to improve washroom facilities on board our ferries in order to meet a diversity of needs. On board the ferries that serve our major routes today we have wheelchair accessible washrooms as well as parent rooms.


What should we be considering to ensure these rooms are as accessible as possible for persons with disabilities?

Entrances Respondents were most concerned with accessible entrances for persons with mobility challenges or those who are using wheelchairs. Suggestions included to level the bathroom entrance by getting rid of the door sills, to make the entrance wider and to implement either lighter doors, automatic doors or sliding doors.

Larger and wider spaces Respondents commented that the layout within the bathroom and within the stalls need to be larger and wider in order to accommodate wheelchairs, motorized scooters and attendants if a person requires.

Hand bars Respondents suggested multiple hand bars around the toilet and the sink area. This would allow individuals to ease off and on the toilet seat safely and securely.

Dedicated spaces and sufficient number of stalls Respondents expressed a desire to maintain bathrooms only for use by persons with disabilities. The top three reasons for this were:

• Concerns with children being in the same space as persons with disabilities

• Insufficient number of stalls, exacerbated by length of time parents may take with children

• Concerns that able-bodied persons will use accessible bathrooms, resulting in long wait-times

Privacy Respondents preferred individual stalls with complete privacy. Some suggested to have sinks within each stall as opposed to shared.

Location Respondents suggested a variety of areas on board that bathrooms should be located:

• Near elevators • Near the dining area • On each car deck • On both ends of the ship and in the middle


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Walk-on Considerations (1492 Comments)

What do you think are the most important considerations for making ferry travel easy for those who walk on board (i.e. for those that have to walk on via the lower vehicle deck with large sporting equipment or pets, or for those that will be transferring to buses, taxis, or other forms of transportation on the other side)?

Walkways (36%) Respondents most frequently mentioned the need for improvements to the pedestrian walkways. Comments around walkways were organized into sub-themes primarily related to more efficient access, designated lanes, and covered walkways.

Easier and faster access (21%)

Respondents voiced a need for more efficient loading and unloading processes, for those using both the lower vehicle deck and the overhead walkway from the passenger deck. Many responses suggested multiple exits and entryways to accommodate more walk-on passengers rather than a singular access point. This consideration also included easier access to elevators from all pedestrian entries and exits. In addressing the speed and ease of getting on and off the ferry, passengers requested a shorter walking distance, wider walkway and moving walkway to the ferry from the ticket booth.

Shorter distance to ferry (6%)

Many respondents expressed concern with the walking distance length between the ferry and the terminal.


Wider walkway to ferry (4%)

Respondents requested wider pedestrian ramps and pathways to accommodate more passengers and prevent bottlenecking. Comments also included considerations for wider pathways between vehicles for walk-ons entering from the lower car deck.

Infrequent travellers (1 or less trips per year) were not likely to make a comment related to this sub-theme (<1% vs. 4%).

Moving walkways or escalators to ferry (1%)

Some respondents suggested moving ramps, pathways and escalators for faster boarding and unloading processes.


Separate and designated lanes (11%)

Respondents expressed a need for well-marked and clear routes/ramps that are protected from vehicles and would accommodate foot passengers entering from the lower deck with bikes or pets. Passengers also expressed an interest in additional and designated lanes on the pedestrian walkway to avoid a single file line while loading and unloading. This suggestion was tied to a concern for elderly passengers and those with mobility challenges who cannot move as quickly as others.

Covered or enclosed (4%)

Respondents suggested more covered or sheltered walkways to protect passengers from weather conditions while boarding and unloading.


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Baggage (16%) Respondents shared potential considerations pertaining to the loading and storage of walk-on luggage and belongings.

Lockers and secure storage (13%)

Many respondents requested a secure and convenient place to stow luggage, bikes and other large items on board.


Easier checked baggage service (2%)

Respondents suggested an onboard baggage checking service for passengers to drop off their luggage or equipment. Some comments expressed a need to make passengers more aware of the current service through the website and at the terminals. Other suggestions included checking bags on the ferry rather than at the terminal so passengers who have a transfer or are rushed to take the bus are able to retrieve their belongings before unloading.

Push carts for loading (1%)

Respondents suggested that rolling baggage carts be available at the terminal for passengers to transport their baggage onto the vessel.

Safety and mobility (16%)Respondents shared general comments regarding the safety of walk-on passengers and accessibility of the pedestrian ramps and walkways.

Safety concerns (10%)

Many respondents expressed concern with pedestrian safety when entering alongside vehicles. There were many comments on prioritizing the safety of walk-on

pedestrians and cyclists entering and exiting from the lower car deck. Respondents suggested safety barriers and more defined, separated pathways. Others said safety was a priority consideration without offering specific observations or ways to improve safety on board vessels.



Accessibility challenges (4%)

Respondents expressed a concern for walk-on passengers with mobility challenges and those with pets, strollers or large equipment. Suggestions for improvements include anti-slip, flat, non-grated surfaces and handrails on the pedestrian ramp.


Persons with disabilities were more likely to make a comment related to this sub-theme (10% vs. 4%).

Shuttle service (2%)

Some respondents requested a cart or shuttle service to assist those with mobility issues when loading and unloading the vessel.


Public transit (16%) Many respondents made comments related to transit connections to and from the ferry terminals.


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Transit coordination and integration (10%)

Respondents expressed a need for better bus routes and increased bus frequency linked to the ferry schedule for a more streamlined process.



Tsawwassen to Duke Point passengers were less likely to make a comment related to this sub-theme (6% vs. 10%).

Infrequent travellers (1 or less trips per year) were less likely to make a comment related to this sub-theme (5% vs. 10%).


Bus ticket purchase on ferry (2%)

Respondents suggested the ability to purchase transit passes and tickets on board the ferry or at the terminal when passengers are booking their ferry.

Protected bus waiting area (1%)

Respondents suggested more sheltered areas around the bus stop to cover the long line of passengers waiting for transit.

More information on transit routes (1%)

Some respondents requested accessible information or signage about connecting transfer bus services and local transit options for those not familiar with their destination city.

More signage and direction (12%) Respondents requested increased wayfinding around terminals and vessels to better direct walk-on passengers

towards entrances and exits. Passengers suggested more instruction on how to board and the appropriate walking routes as well as signage showing connecting transit options.


Semi-frequent travellers (25 to 51 trips per year) were less likely to make a comment related to this sub-theme (7% vs. 12%).

Frequent travellers (52+ trips per year) were less likely to make a comment related to this sub-theme (6% vs. 12%).


Improved holding areas (10%) Many respondents requested comfortable waiting areas that are warm and sheltered with additional seating, outlets and access to washrooms. Respondents also expressed a need for these areas to be appropriate for pets and separated from vehicles. Comments were mostly associated with those boarding from the lower vehicle deck but some respondents suggested larger waiting areas in the terminals with more seating to accommodate a greater capacity of people boarding from the passenger deck.


Pet loading with walk-ons (3%)Respondents voiced concern with the current loading process for passengers with pets and requested that we allow pets to board the ferry from the passenger deck.

Foot passenger priority (2%) Some respondents requested that the boarding process allow foot passengers to enter and exit the ferry first, before vehicles. This included comments to incentivize walk-on passengers and cyclists through fare discounts to better promote active transportation.


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Tickets and reservations (1%) Respondents commented on the booking process and ticket reservations for walk-on passengers. Suggestions included allowing reserved seating for walk-ons and an online or self-serve kiosk at the terminal to pre-purchase tickets. Some also voiced a desire for decreased or no cut-off time for ticket sales, allowing walk-on passengers to board up until ferry departure.

Bicycle Considerations (1319 Comments)

What do you think are the most important considerations in making sure our new ferries are convenient and accessible for those travelling by bike?

Accommodation for bicycles and gear (79%) Respondents voiced a strong need for designated and adequate space for bicycle parking and the ability to lock up bicycles during sailing. This was the most common consideration for cyclists. Comments also addressed the storage of bicycle gear and equipment.

Separate, secure storage and locking (48%)

Respondents requested additional dedicated bicycle parking space that is further removed from vehicular parking and easier to access.

More bike racks or hangers (15%)

Respondents suggested additional and well-designed bike racks that can accommodate a variety of bike locks, including U-locks.



Baggage and equipment lockers (8%)

Respondents requested storage lockers nearby the bicycle parking area for cyclists’ personal items such as helmets, panniers and bike tools.


Surveillance and security (6%)

Many respondents expressed a concern for the safety of their bikes during sailing and the possibility of damage and theft. Suggestions included CCTV video monitoring, restricted entry to bike storage rooms and staff security present on the lower car deck.


Space for all sizes of bicycles (2%)

Respondents commented that bike spaces should accommodate all different sizes of bikes, including cargo bikes, mountain bikes and bike trailers.

Loading and unloading (19%) Respondents commented on the challenges associated with the loading and unloading processes of ferries.

Designated bike lane (10%)

Respondents voiced a need for a separate bike path that is protected from vehicular traffic. This included bike lanes around the terminal, to the ferry and through the lower deck to the bicycle parking area.



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Separate cyclist loading and waiting area (6%)

Respondents requested a sheltered and comfortable loading area for cyclists away from vehicular traffic. A few respondents suggested a separate and more convenient cyclist ticket booth closer to the loading area.

Priority boarding and unloading (2%)

Respondents suggested that cyclist be given first priority to board and disembark from the lower deck ahead of vehicles.

Ramp improvements (1%)

Some respondents requested ramps that are smoother, water resistant and low grade for cyclists to better access the lower deck. Respondents expressed concern with the current grated ramps that make it difficult for loading bikes.

General safety (6%)Some respondents said safety was a priority consideration without offering specific observations or ways to improve cyclist safety on board vessels.

Information for cyclists (5%) Respondents commented on the need for more clarity on cyclist boarding procedures and bike path connections upon arrival.

More signage and direction (4%)

Respondents requested additional signage or markers on the ferry indicating where cyclists should go and proper procedure for storing their bikes.



65+ year-olds were not likely to make a comment related to this sub-theme (<1% vs. 4%).

Bike route maps (1%)

Some respondents suggested maps and information on local bike route networks that are available to cyclists on board.

No extra cost for bikes (4%) Respondents suggested the elimination of the extra bike fee in order to encourage more sustainable modes of transportation.


Cyclist amenities (3%) Respondents requested additional or new amenities for passengers who cycle on board the ferries.

Bike tools (1%)

Some respondents suggested that we provide onboard bicycle tools for the use of cyclists such as bike pumps, locks, and other equipment for bike maintenance.

E-bike charging (1%)

Respondents expressed a need for charging stations with sufficient space for cyclists to plug in their electric bicycles.

Showers and changing room (1%)

Some respondents requested access to showers on the lower deck and a room for cyclists to change out of their rain gear after riding in wet conditions.

Increased capacity on buses (2%) Respondents commented on our coordination with TransLink to provide more bike capacity on buses routed to ferry


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terminals. Cyclists noted that there is only space for two bikes on each bus, therefore passengers travelling to the terminal by transit are unable to ensure that there will be enough room for their bike. Suggestions included designated buses with more capacity or with bike trailers as well as buses with racks on each side.

Bike access on other levels (1%) Respondents suggested that there be designated places on the passenger deck for cyclists to sit with their bikes as well as access to the upper vehicle deck from the lower vehicle deck to sit with their bikes.


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FAMILY SPACES

Kids’ Play Areas

What would you like to see in kids’ play areas? (select all that apply) (n=1613)

As the above graph shows, survey respondents want most to see play equipment in kids’ play areas (85%); followed by wall-mounted, large scale interactive games or activities (53%).

Specific suggestions provided when respondents chose “Other” included:

• Eliminating or reducing the number of screen-based activities

• Providing educational and interactive toys, programming, books and games that encourage creative play

• Providing enough space and structures that encourage physical play

• Ensuring quiet space• Providing kid-size furniture and softer floors• Outdoor play areas• More parent seating• Separation of play areas by age• Soundproofing

Family Amenities

What amenities would make travelling with your family easier for you?

SeatingRespondents indicated that family-friendly seating was the most important consideration for family amenities. This included seating that is conducive to families sitting together, such as around a table to play games or colour, facing each other, with enough open space between rows of seats to allow children to play on the ground, or with armrests that can lift to allow children to lie down or cuddle. This also included more seating that allowed parents to supervise their children in the play areas. Family friendly seating in the cafeteria was also often mentioned, including kid-height tables and more high chairs.

Larger play areas with enhanced play structures and activitiesMany respondents expressed a need for larger play areas to accommodate more children and more space to play. This included more open space to allow children to run around and enhanced play structures such as climbing structures and slides, or interactive activities such as a scavenger hunts or educational activities. Respondents also commented on the need to have these areas separated from other seating areas or enclosed so that children cannot easily wander off and so that the noise does not bother other passengers.

Family room and family washroomRespondents requested a private, quiet place for breastfeeding, away from a toilet, with comfortable seating and with a change table with enough space for a stroller. Another area of emphasis was the need for change tables accessible by both female and male passengers and washrooms near the play areas where a parent could enter with multiple children.

Play equipment

Wall-mounted, large scale interactive games or activities

TV screen with children’s programming

Interactive touch screens

Game consoles

Other

85%

12%

53%

35%

28%

35%


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Multiple play areas (by age or by active/quiet) Respondents mentioned the need for multiple play areas to provide tailored options for younger or older children. This would also provide active and quiet options. Especially when not able to access the vehicle deck, respondents stressed the need for a quiet space on the ferry for napping children or adults, and children or adults that need less stimulation. Many respondents mentioned their preference for no screens, or having screens separated from more active play areas.

Access to kid-friendly foodMany respondents shared the need for healthy, child-friendly snacks available on board, especially food that is easily accessible from the children’s area, and that is easy to grab without having to stand in a long line.

Multi-purpose Washrooms

We’re looking at ways to improve washroom facilities on board our ferries in order to meet a diversity of needs. On board the ferries that serve our major routes today we have wheelchair accessible washrooms as well as parent rooms.


How do we ensure these rooms are useful for families, especially those traveling with infants and younger children?

Overall observationsMany cited the need for just the basics, which most commonly included a chair for nursing, a place to change a diaper, and enough space to bring in a stroller and multiple children.

Many commented that they like the way the current washrooms and family rooms are set up now (for example like on the Coastal Inspiration/Renaissance with a curtain for privacy).

While many liked the idea of multi-purpose rooms, the most common concern was that by combining too many potential uses (gender neutral, family room, accessible washroom) there would be too many competing needs putting pressure on these spaces and making them unavailable to those really needing them.

About the same number of respondents expressed their support for the idea of gender-neutral washrooms as the number of respondents who expressed concerns relating to gender-neutral washrooms. Those in support suggested that gender neutral washrooms make taking children of mixed genders to the washroom easier. Those not in support cited feeling uncomfortable and unsafe.

Diaper change stationMany respondents stated the need for diaper change stations. This was the most commonly noted theme for this question. Specifically, respondents wanted multiple diaper change stations throughout the vessel (in male and female washrooms, not only in parent rooms). Specific qualities often mentioned included: close to garbage, close to sink, height adjustable, large tables appropriate for older child or adult, space for other children to wait, space for stroller, a place to store bags (shelves, hooks) access to basic supplies (diapers, wipes), clean and private.

Kid-friendly washroomsRespondents expressed a need for kid-friendly washrooms. This included having spacious stalls to allow an adult and child to fit in the stall, child size toilets or sinks, or a step stool to help children access sinks. This also included many comments about the loud self-flushing toilets and loud hand dryers that are frightening for young children. It also included suggestions of how to make family-specific washrooms more attractive for children, such as bright colours or child friendly décor or kid’s activities to entertain children who are waiting.


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SeatingRespondents suggested two types of seating needed in a family room. First the need for a comfortable chair for nursing. Second, the need for a place for children to sit who are waiting (while their parent changes a diaper or nurses), in many cases respondents specified needing a way to strap a child into a seat.

A private spaceRespondents cited the need for a private, quiet, softly lit space for nursing. Somewhere a nursing or bottle-feeding parent could spend a long time without worrying about monopolizing the space. Respondents frequently expressed the desire to have this space separated from a toilet.

Separate competing usesSome specified that they would prefer a family-specific washroom, with kid-friendly features mentioned above, located near the kids’ areas on the ferry. Some had concerns that multi-use spaces would be monopolized by other travellers wanting a private and more spacious washroom. There were also concerns that multi-use rooms would prevent washroom access to those with accessibility needs. There were also concerns that 6 of these rooms would not be enough. Many suggested measures to ensure that these rooms were used for their intended uses (a system of buzzing in users for example).


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PET SPACES

Pet Amenities

What amenities would make travelling with your pets easier for you? (n=4594)

As the above graph shows, many pet amenities were popular among survey respondents. The amenities most frequently selected by respondents included comfortable seating (81%), accessible washrooms nearby (69%), potable water (66%), controllable heating (61%), and water bowls and floor mats (55%).

Respondents were asked to offer “Other” amenities that were important for pet spaces on board these new major vessels. Below is a summary of the most common themes that emerged as a result.

Access to the vesselRespondents shared considerations for spaces where pet owners and their pets should be allowed on the vessel, including:

• Entire passenger area • Designated, pet-friendly section of passenger area • Outdoor areas (with separate stairwells and elevators

designated for pets and pet owners)• Enclosed vehicle deck where pet owners are allowed

to remain with their pets • Open vehicle deck with preference to pet owners i.e.

while making a reservation online or on the phone, or while being sorted for boarding at the ferry terminal).

Pet-specific amenitiesRespondents suggested pet-specific amenities, including:

• Larger pet areas• Separate pet spaces for reactive animals, or different

species• Quiet, noise-isolated spaces• Kennels for individual pets• Areas and surfaces where pets can relieve themselves• Walking route, or dog park, for walking pets or letting

them play

Owner-specific amenitiesRespondents suggested owner-specific amenities, including:

• Heating and temperature control• Convenient access to food and beverages• More seating and improved seating

Comfortable seating

Accessible washrooms nearby

Potable water

Controllable heating

Water bowls and floor mats

USB charing stations

Kennels so pets can be left unattended

More cleaning supplies

Televisions / entertainment systems

Other

81%

69%

66%

61%

55%

46%

35%

35%

27%

36%


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• Views and natural lighting• Convenient access to bathrooms• Better ventilation• Wi-Fi and charging stations• Personal item storage

Other space considerationsRespondents suggested other pet space considerations, including:

• Strict adherence to leashing dogs and keeping cats in carriers, especially if allowed on the passenger deck

• Cleaner facilities• More security to protect pets and pet owners (i.e.

locking kennels, security cameras, pet supervision from BC Ferries staff)

• Clear evacuation plans for pets in case of an emergency

• Weather-protected areas

Pet Areas Above the Vehicle Deck

We are considering different options for where we locate pet areas on our new ferries. In doing so, we have to consider the safety and needs of all our guests, including those who have allergies or do not wish to encounter pets during their travels.

If pet areas are located above the vehicle deck (on the passenger deck for example), how comfortable are you interacting with pets on board (i.e. in stairwells, hallways, and elevators)?* (n=5563)

As the above graph shows, over half of survey respondents who answered this question were comfortable or very comfortable with interacting with pets on board ferries (63%).

Of note, respondents who travel with pets were more likely to be comfortable or very comfortable (68%) than respondents who don’t (50%).

*All survey respondents were invited to answer this question, even if they did not pick pet spaces when selecting topics.

24%

6%8%

12%

51%

Very comfortable

Comfortable

Neutral

Uncomfortable

Very uncomfortable

Don’t know


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OUTDOOR SPACES

Outdoor Seating

What kind of seating would you like to see in outdoor spaces on board our ferries? (n=2959)

As the above graph shows, all of the options for seating were selected by at least 50% of respondents. The most frequently selected option was tables and chairs (72%).

Other Outdoor Amenities (1885 Comments)

What else could we offer that might make your experiences in outdoor spaces better (i.e. other types of seating, interpretive signage, music, outdoor games, different types of educational programming, etc.)?

Entertainment (30%)Survey respondents indicated that the provision of outdoor entertainment on the top deck was the most important consideration for new outdoor amenities. This includes games, television screens and performances. It is important to note that many respondents specifically requested that there be no form of entertainment on board.

Outdoor games (13%)

Respondents requested games and activities on the upper deck. Suggestions included large scale board games such as checkers, hopscotch, shuffle board and bean bag toss.

Music and shows (11%)

Respondents suggested live music and performances by local musicians.

No music (6%)

Respondents made comments specifically requesting that no music or additional noise be added to the top deck in attempt to keep the space quiet and restful for all passengers.




Tables and chairs

Individual lounge chairs

Group seating

Bench style seating

72%

63%

60%

51%


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Movies and TVs (<1%)

Some respondents made suggestions to add televisions for movies and other programming on the outdoor deck.

Education (29%)Another popular consideration was educational opportunities for passengers to learn about relevant topics while on the outdoor deck.

Interpretive signage and information (16%)

Respondents requested interpretive signs, maps and displays with information on various islands that the ferry passes, the animals and marine life in the area, and on the history and different vessels of BC Ferries. Comments also suggested interactive signage and digital information accessible through a phone app or real time electronic displays.


Educational programming (14%)

Respondents suggested additional programs and presentations led by naturalists to educate ferry passengers on the surrounding geography, marine life, Indigenous history and culture, etc.


Weatherproofing (29%) Respondents expressed a desire to remain on the outdoor deck during all weather conditions or seasons. Some comments included suggestions for improvements so passengers can enjoy the outdoors comfortably.

Windbreaks (12%)

Respondents requested additional protection from the wind while in the outdoor areas. Suggestions include wind screens or areas that are blocked from the wind.

Additional coverage (12%)

Some respondents suggested additional sheltered areas on the top deck to accommodate passengers who want to sit outside in the shade or when it is raining. This included awnings, umbrellas or temporary covers.


Heating (4%)

Some respondents requested outdoor heaters in covered seating areas for colder months.

Sunroom (1%)

A few respondents made specific requests for a sunroom or solarium that is fully enclosed but lets in and traps heat.

Seating (17%)Respondents suggested additional seating, more comfortable seating and different arrangements of seating on the upper deck.

Additional or variety of seating (7%)

Respondents expressed a need for more seating capacity on the upper deck and different kinds of seating. This included alternative seating such as picnic tables, benches and hammocks.


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Comfortable seating (6%)

Respondents requested more comfortable seating on the outdoor deck, including cushioned or padded seats and reclining chairs.

Seating arrangements (4%)

Some respondents commented on the location and organization of seats on the outdoor deck. Comments suggested seating that is positioned around edges of the ferry for access to the views, in direct sunlight, under coverage, grouped together around tables and spread out in individual lounge chairs.

Smoking (11%) Respondents expressed concern with the current regulation prohibiting smoking on ferries. Many voiced a need for a smoking area on board while other comments supported the no smoking rule.

Designated smoking area (8%)

Respondents requested a separate section on the ferry for smoking and vaping.

Support for no smoking on the ferry (3%)

Respondents voiced that they do not wish to see a smoking area reinstated on the ferries.

Views (7%) Respondents made comments pertaining to the views of the landscape and wildlife from the top deck.

Viewing equipment (5%)

Respondents suggested that we provide amenities for passengers to better observe surroundings from the top deck. These included telescopes, binoculars, viewing platforms.

Full views and access (2%)

Some respondents expressed a desire to retain the full 360-degree view and access around the entire top deck of the vessel. Respondents also wanted to ensure that additional amenities or weatherproofing will not obstruct the full range of views.

No additional amenities (7%)Many passengers voiced a concern for additional amenities. These comments reflected the need to maintain the basic ferry experience and appreciation for the natural beauty by not adding any entertainment, screens, food/drink to the top deck.


Outdoor food and drinks (5%)Respondents requested an outdoor café or concession stand on the top deck. Some suggested the sale of alcohol.

Outdoor pet areas (5%)Respondents voiced a need for more pet-friendly spaces on the outdoor deck.

Outdoor play area for kids (4%)Respondents expressed a need for spaces outside for children to play and run around, such as a playground or structures to climb on.

Quiet space (3%)Some respondents requested a quiet section on the top deck away from the noise and activity.


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Exercise and walking (2%)Respondents suggested the addition of exercise amenities including training equipment, workout classes held outside, and a running track that loops around the top deck.

Minimal price (2%)Respondents voiced a desire for the cheapest option when designing the new vessels, no matter what outdoor amenities are provided.

Outside accessibility (2%)Respondents expressed concerns and offered suggestions around better access and safety on the top deck. Comments included improved wheelchair access, handicapped seating areas, signage in multiple languages, better lighting, higher railings and outdoor washrooms.

Outdoor charging areas (2%)Some respondents requested outlets and USB ports for passengers to charge their electronics while seated on the top deck.

Greenspace and garden (1%)Respondents suggested the addition of plants, flowers and green space on the deck

Indigenous incorporation (1%)Respondents commented on participation from Indigenous communities and involvement with art displays, educational programming, historic information and employment opportunities.

Artwork and murals (1%)Respondents requested art installations, murals, sculptures, displays from local artists.

Recycling and maintenance (1%)Some respondents expressed concerns around adequate recycling services and the need for additional garbage bins on the top deck.


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FOOD & BEVERAGE

Food App

How likely would you be to download and use a pre-order, pre-pay food app for your mobile phone when travelling with us? (n=4919)

As the above graph shows, there was little consensus among survey respondents about whether they would download and use a pre-order, pre-pay food app. 46% said they likely to use the app, while 54% were either neutral or unlikely to use one.

Why is that?

Benefits of appRespondents noted several benefits to have a pre-order, pre-pay food app, including:

• Avoidance of the long queues for food • Efficiency of browsing menu options and placing an

order at the terminal rather than on board • Alleviation of stress in finding a seat in the eating area • Convenience of ordering from an app rather than

in person, specifically for passengers with young children and those with disabilities

Challenges of appRespondents also noted several challenges of a pre-order, pre-pay food app, including:

• Spontaneity of food purchases (especially for children, who often don’t know what food they want to eat until they are on board and can see their options)

• Uncertainty in making it onto a given sailing (could waste money on food they won’t receive)

• Concern for passengers who make last minute travel plans and do not order ahead

• Loss of employed cafeteria staff • Exclusion of passengers without a phone or who have

trouble navigating apps

Specific considerations for a pre-order, pre-pay appRespondents expressed potential technological barriers to using the app:

• Poor onboard Wi-Fi• Passengers without a smartphone • Limited amount of storage space or data on phones • Restriction of payment methods (many respondents

requested the introduction of debit for the app)

24%

16%

14%

28%

18% Very likely

Likely

Neither likely nor unlikely

Unlikely

Very unlikely


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Food quality, variety and price Respondents noted several concerns related to food quality, variety and price including:

• Potential increase in food prices • The need for healthier food offerings (or respondents

would not use the app) • Limited variety of food currently available (especially

the lack of hot vegan and vegetarian options) • Lack of fresh or warm food if pre-ordered • Risk of cross-contamination for passengers with

allergies or dietary restrictions and are unable to speak to someone in person about ingredients and food preparation (although some respondents felt that an app may actually help people with allergies as long as the ingredients were clearly listed for each menu item).

Food Kiosk

How likely would you be to use a pre-order, pre-pay food kiosk on board the ferry when travelling with us? (n=4855)

As the above graph shows, there was little consensus among survey respondents about whether they would use a pre-order, pre-pay food kiosk. 45% said they would be likely to use a kiosk, while 55% were either neutral or unlikely to use one.

Why is that?

Benefits of kiosks• Reduction of queues and wait times for food • Convenience of browsing menu items leisurely,

without holding up the line • Opportunity to track the status of individual orders

on a screen so passengers know when to pick up their food

21%

15%

19%

29%

16% Very likely

Likely

Neither likely nor unlikely

Unlikely

Very unlikely


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Challenges of kiosks• Long queues to wait for a kiosk (no improvement to

current system) • Confusion or frustration in learning how to use kiosk

system • Job security for those at risk of being replaced by

kiosks• Concern for lack of fresh or hot food if it is pre-ordered • Lack of ability for passengers to see food options in

person before deciding what to order • Apprehension around cleanliness of kiosks and spread

of germs • Preference of current system as it helps pass the time

while on the ferry and provides human interaction

Specific considerations for pre-order, pre-pay kiosks• Convenience for passengers who do not want to

download anything onto their phone• Ease of customizing food orders and decreased

potential for human error (i.e. mis-hearing a specific request).

• Restrictions of payment methods and desire for the acceptance of debit

• Discomfort with technology from passengers who are not tech-savvy

• Poor Wi-Fi and potential for technological glitches • Difficulty in finding kiosks on board if passengers are

unable to order from their seats • Concern for food ingredients and cross contamination

from those with dietary restrictions or food allergies (inability to talk to someone in person or ask specific questions)

Food quality, variety and price• Current high price of food (some respondents said

that unless food becomes cheaper, they would not buy food on the ferry and therefore would not use the kiosks)

• Need for healthier food offerings and prioritization of improved food quality

• Lack of food variety , particularly for vegans and vegetarians

Healthier Food Options

Through research and conversations with our customers, we’ve heard a desire for more healthy food options when travelling with us.

What healthier food options would you like us to consider offering on board the new ferries?

Overall observationsAcross all comments, respondents voiced the need for more variety in order to accommodate different food restrictions and allergies.

Respondents offered a common solution to the challenge of catering to various food restrictions and allergies by providing food on a made-to-order basis. For example, with a sandwich bar, salad bar, smoothie bar or sushi station, customers would have an opportunity to customize their order. Another common suggestion was to have more self-serve options such as the buffet.

Suggestions for types of foodsRespondents most commonly responded to this question by specifying specific types of foods that they would like to see on the ferries, including:

Salads and wraps

Respondents suggested fresh salads and salad wraps. The idea of a salad bar was often mentioned, and in particular the ability to assemble your own salad or order a salad to be freshly made. Many suggested meal sized salads that include protein, including high protein vegetarian salads.


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Sandwiches and soups

Many respondents wanted a greater variety of freshly made sandwiches and soups. Respondents mentioned the ability to customize a personal sandwich order.

Other common food types suggested included:

• Smoothies (including the idea for a smoothie bar)• Ethnic food (stir-fry, curries, noodle bowls)• Sushi (including the idea of a sushi bar)• Bowls (such as rice bowls, poke, buddha bowls,

quinoa bowls, burrito bowls)

Suggestions for accommodating specific dietary restrictionsAfter specific types of foods, the second most common response to this question was to specify specific dietary needs.

Vegan/vegetarian/plant-based

Respondents requested more vegetarian (no meat) and vegan (no animal products including dairy, eggs, honey) choices, which was the most commonly mentioned food restriction. Respondents highlighted the rise of popularity of plant-based diets for health and sustainability reasons and suggested that there is currently not enough variety in these options. In particular, respondents specified wanting plant-based options for all meal types (breakfast, lunch, dinner, snacks, cold and hot food) and specifically having dairy-free milk available for coffees/tea. Respondents also highlighted the importance of proper labeling and staff education of the contents of food to be able to help customers identify vegan options.

Gluten-free

The second most common food restriction mentioned by respondents was the need for gluten-free options, especially for those who are celiac. To ensure that food is safe for those with severe gluten allergies, respondents highlighted the need for separate food preparation areas

(i.e. separate fryers, separate cutting boards) as well as staff education on how to avoid cross contamination and clearer labelling. For gluten free choices, respondents would like to see options for all meal types (breakfast, lunch, dinner, snacks, cold and hot food).

Less processed foods

Another overarching theme is the desire for less processed, pre-made and packaged food and more whole foods. Whole foods are described as processed or refined as little as possible and free from additives or other artificial substances. For example, more fresh and raw vegetables and fruit, nuts, cheeses, and unprocessed meats.

Other diet specifications worth noting included:

• Less fried food• Low carb (to

serve paleo, keto and other low carb diets)

• Low sugar• Locally sourced

food and food providers

• Organic• Low fat• Low salt• Sustainable

(such as: oceanwise, free range, non-GMO, ethical meats)

Don’t change food offeringsMany respondents expressed their satisfaction with the current selection of food and felt it provided enough healthy options, or did not think that providing more healthy options was important. Common reasons shared for this opinion included:

• Enjoying the current food and not prioritizing healthy eating while traveling

• The desire to avoid any rise in food costs • The sentiment that food offerings should be modest

to avoid any unnecessary costs leading to higher fares


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TECHNOLOGY

Important Technologies

To what degree are the following technology-related amenities important to you?

• Televisions (n=3530)• Charging stations for personal

electronics (n=3562)• Payment kiosk to streamline

access to Seawest Lounge and the buffet (n=3536)

As the above graph shows, the most important technology-related amenity to survey respondents was charging stations, with 84% selecting important or very important. Televisions were much less important, with only 24% of respondents selecting important or very important. There was little consensus from respondents about the payment kiosk to streamline access to Seawest Lounge and the buffet.

Television Considerations

What should we consider when incorporating amenities related to televisions?

No televisionsMany respondents shared their preference for no televisions on board. The most common reasons shared for this include:

• The cost of installing and maintaining televisions, would prefer to keep costs down

• The irrelevance of televisions to passengers who travel with their own devices

• The noise created by televisions, preventing quiet travel areas

• The length of the voyage, that does not warrant television access and detracts from the experience of travelling through beautiful scenery

Ensuring television free spacesOther respondents suggested that if there are televisions on board, it is important to ensure that there are sufficient areas that are television free for those who would like to avoid screens, or the noise associated with televisions. Some suggested having television-specific lounges, away from quiet areas.

NoiseRespondents cited noise created by televisions as an important consideration. Many specified they would prefer for the television’s audio to be turned off and to use closed captions. Others suggested providing a way for travellers to connect to the television’s audio, either through headphone jacks or Bluetooth/Wi-Fi connection.

Very important

Important

Neutral

30% 54%

18% 12% 31% 12%25%

28% 20% 28% 7%17%

Charging stations

Payment Kiosk

Televisions

3%

2% 8%6%

Unimportant

Very unimportant

Don’t know


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Multiple areas serving different interestsFor those in favour of television, the most common consideration raised was ensuring a variety of programming that would be of interest to diverse passengers. A common suggestion here was to provide different viewing areas each catering to different audiences: for example, family-friendly programming near the kid’s zone, sports in a sports lounge, news and tourism/travel information in an adult lounge.

Viewing experienceFor those in favour of having televisions on board, they shared the following considerations for ensuring a good viewing experience:

• Comfortable seating and enough seating for those who want to see the television

• Large high definition screens• Ability to change the channel or control the volume• Ability to hear audio track

Some also suggested systems common in airplanes that would provide passengers personal screens with on-demand programming.

Other key considerations to mention• The role television can play for making information

sharing more accessible • The importance of ensuring family friendly

programming appropriate for all audiences• Many specified the specific programming they would

like to see with the most common categories being travel/tourism and safety information, educational programming, local content, news, sports, movies, TV shows and children’s programming

• Many took the opportunity to suggest that improved Wi-Fi would eliminate the need for televisions

Charging Station Considerations

What should we consider when incorporating amenities related to charging stations for personal electronics?

Spatial considerations• Location of charging areas (Respondents requested

charging stations positioned ubiquitously throughout the seating areas)

• Instalment of USB ports into armrests or on the underside or back of seats

• Accessibility of charging stations by spreading them all over the ferry rather than in certain areas

• Concern about the height of the ports (respondents said that current plugs are too high up on the wall, and the cords aren’t long enough to reach the ground, so phones are left dangling from the walls)

• Installation of shelves to leave devices on while charging.

• Charging stations in specific spaces such as dining areas, work stations, lounges, children’s area, pet spaces and at the terminals themselves. (a small group specifically requested that charging stations should not be included in cafeterias or dining areas, as people would stay there all journey and use up tables that people need to eat on)

• Importance of ‘technology free’ areas on board (private and quiet spaces) or no charging stations at all.

Technological considerations• Significant increase in the number of charging

stations/outlets available (Many respondents expressed frustration about the competition between passengers to get to a charging station first, and missing out and being unable to charge a device during the journey)

• USB ports (especially built into seats)


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• Compatibility for various devices and brands to be accommodated (i.e. a variety of ports, plugs, adaptors, connectors, outlets and cords).

• Fast charging technology• Multi plug hubs• Wireless charging • Better Wi-Fi on board • Individual outlets and ports spread around the ferry.

Security and safety• Secure, lockable places to leave devices while they’re

being charged (Many respondents cited the airport as a model to copy and said they would pay to use this added feature)

• Surge protection• Protection against hackers and viruses• Guarantee of children’s safety from electricity

Specific considerations• Time limits or restrictions to charging stations

(Many respondents expressed frustration with other passengers monopolizing charging stations for entire journeys)

• Concern about whether introducing more charging stations would cause an increase in ferry prices

• Clear signage for charging stations• Charging for electric bikes, cars and mobility scooters • Some respondents suggested making passengers pay

to charge for set periods of time, but an equal number specified this should remain a free amenity

Seawest Lounge and Buffet Kiosk Considerations

What should we consider when incorporating amenities related to a payment kiosk to streamline access to Seawest Lounge and the buffet?

Specific considerations for the kiosk• Streamlined access to Seawest Lounge and the buffet • Availability of different payment methods on kiosks

(i.e. debt, credit, mobile payment, and cash)• Ease of use and intuitive to passengers that are not as

familiar with technology • Multiple kiosks in order to actually reduce wait times

and lineups • Location of kiosks that are placed away from high-

traffic areas like stairwells, elevator doors, and busy corridors

• Accessibility for persons with disabilities • Options to customize food orders • Some respondents would like to reserve seats in the

Lounge or buffet before they board the vessel

Negative comments about the kioskMany respondents were not in support of the kiosk or had concerns, including:

• Lack of necessity (respondents expressed that money for kiosks could be better spent elsewhere)

• Preference for human interaction • Fear of replacing jobs with technology • Skepticism about whether a kiosk would actually be

any more efficient than the current system. • Concern over sanitization of devices• Payment security


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Positive comments about the kioskSome respondents were positive about the idea of a kiosk, with most of those seeing it as a more efficient or convenient system.

Preference for an appOther respondents indicated a preference for a mobile app, either instead of the kiosk or to work with the kiosk.

Other Technologies

Are there other technology-related amenities you think we should consider?

Wi-Fi and charging stations • Need for Wi-Fi improvements on board ferries (Wi-Fi

signal that is stronger, faster and more reliable than the current service)

• Additional charging stations and outlets throughout the ferry (including access to outlets preferably around seats or plug-ins on the armrests)

• Wireless charging pads and charging lockers so people can leave devices unattended while they are charging

• Electric vehicle charging facilities at the ferry terminals and on board vessels

Digital education and entertainment Respondents expressed interested in various forms of digital education and entertainment, including:

• Interactive touch screens• Kiosks or displays to provide digital resources, videos

and educational games on local history, marine life and surrounding geography

• Interactive maps, audio tours or virtual reality experiences on board

• Onboard entertainment such as movie and music streaming, video games and arcades

• Streaming services either on TVs or available to download on personal devices that could play shows, movies and radio channels

Quiet or tech-free spaces Many respondents expressed a need for silent and technology free spaces on the ferries that do not have Wi-Fi or televisions. Others requested less technology-related amenities on board in order to reduce fares and to keep ferries basic so passengers can appreciate their natural surroundings.

Informative screens and Digital Directories Respondents expressed interest in informative screens or digital directories on TVs, kiosks, an app or on the backs of chairs for passengers to access:

• Announcements• Location of amenities on board• Tourist information • Real time route tracking of the ferries• Voyage information (i.e. sea depth, surrounding

landmarks, estimated arrival time, etc.)

Other responses proposed web cameras showing views from the bridge and pet areas so passengers can monitor their pets while seated on the passenger deck.

Mobile app Respondents suggested a BC Ferries phone app so walk-on passengers can reserve their tickets online and receive updates on ferry delays, arrival times and passenger capacity. Some proposed the incorporation of an entertainment and announcement system so passengers can access all information and services from their personal devices.


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Onboard transactions Many respondents supported the acceptance of debit cards on board ferries and at terminals. Other suggestions included a digital system for food ordering through an app or website that would allow passengers to pay for a meal ahead of sailing. Respondents also requested the ability to purchase compass cards or transit passes on board ferries for easier transport connections.

Technology amenities for work Respondents expressed interest in additional work stations or office spaces on ferries with charging stations and electric plugins available. Comments also suggested technology available for rent on board. This includes devices such as tablets, computers, headphones and chargers.


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NEW AMENITIES

Existing Amenities vs. New Amenities

Do you agree that we should focus on improving existing amenities, rather than offering new amenities? (n=3253)

As the above graph shows, about half (55%) of survey respondents agree or strongly agree that BC Ferries should focus on improving existing amenities, rather than offering new amenities. About a third (32%) of survey respondents neither agreed nor disagreed with the statement.

Interest in New Amenities

What is your level of interest in us including these new amenities? (n=3308, 3292, 3291, 3273, 3298, 3293, 3277, respectively)

As the above graph shows, survey respondents were not interested in any of the new amenity options to a strong degree. The new amenity that was most popular among respondents was the gift shop with VQA Store (BC Wines), with 46% of respondents selecting interested or very interested.

32%

10%

34%

21%Strongly agree

Agree

Neither agree nor disagree

Disagree

Strongly disagree

4%

Very interested

Interested

Neutral

46% 16% 12% 15% 11%

53% 18% 12% 11%

62% 16% 10%

Exercise studio with classesHair salon / barber shop

Golf simulator

Disinterested

Very disinterested

Don’t know

38% 12% 16% 22% 12%

41% 14% 14% 13%18%

45% 14% 17%14% 9%

28% 15%10% 27% 19%Gift shop with VQA Store (BC Wines)

Massage centre

Fitness centre

Spa

5%

4%8%


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Additional Thoughts (3991 Comments)

Are there additional thoughts you’d like to share with us about these new ferries?

Price (29%) The most frequently mentioned consideration was related to the price of ferry tickets. Respondents commented on the need for discounted rates for local or frequent riders as well as the rejection of all new amenities and advertisements in exchange for reduced prices.

Lower fares, no amenities (18%)

Many respondents associated less amenities with lower fares and requested that we not implement any changes or new amenities so that fees will decrease. Comments were concerned with ferries becoming more of a “cruise ship” than a basic transportation service. This included proposals for two different ferries, one luxury service for tourists and another basic commuter ferry for frequent riders in order to accommodate differences in ticket prices and needs.


Discounts or varied rates (7%)

Respondents suggested fee discounts for BC or Vancouver Island residents who use the ferry regularly. Some

respondents voiced a need for student discounts or lower fares for passengers with disabilities. Comments also included requests for a frequent traveller program.

Affordable rates (4%)

Respondents made general comments around the affordability of the ferries. Respondents said less expensive ferry rates was a priority consideration without associating lower fares with a lack of amenities.


No advertisements (1%)

Some respondents expressed concerns related to the cost of advertisement and said that there is no need for BC Ferries to advertise as it is one of the only options for ferry travel.

Sustainability (16%)Respondents voiced a need to prioritize sustainable practices and environmental impact in the design and operation of the new ferries.

Reduce environmental impact (6%)

Respondents supported our efforts to reduce the impact on marine wildlife, energy consumption and greenhouse gas emissions. Many comments reflected a concern with current underwater noise levels and pollution.




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Renewable energy, not LNG (6%)

Respondents suggested additional investment in renewable energy sources such as wind and solar. Many comments expressed a need for a more sustainable energy sources rather than LNG in order to work towards zero-carbon ferries and supported electric or battery operated ferries.



Full recycling and composting service (2%)

Respondents offered considerations such as banning the use of single use plastics, prioritizing a comprehensive recycling and compost system and implementing a zero-waste initiative.

Less vibrations (<1%)

Respondents made general comments related to the mitigation of vibrations caused by ferry vessels to reduce the impact not only on marine life, but on the surrounding neighbourhoods adjacent to the terminals.

New and improved spaces (17%)Respondents commented on specific or designated areas on board the ferries. These included quiet spaces, pet spaces, washrooms, storage space, group spaces and work spaces.

Pet-friendly ferries (11%)

Many respondents voiced strong support for improved and additional pet spaces throughout the ferry, not only on the lower deck but on all decks. Comments requested prioritizing the comfort and safety of both pets and passengers. There were many respondents who would like for pets to be allowed to enter the vessel from the

passenger deck and stay with passengers throughout the entire trip.


Commercial vehicle drivers were less likely to make a comment related to this sub-theme (6% vs. 11).

Cyclists were less likely to make a comment related to this sub-theme (5% vs. 11%).



Quiet and napping spaces (4%)

Respondents expressed a desire for spaces on the vessel that are isolated from noise, technology and activity. These comments addressed the needs of several different user groups, including passengers (and children) with sensory disabilities, truck drivers who need a place to sleep, and business commuters who need a quiet place to lounge. Many respondents requested nap pods available to everyone on the ferry.

Commercial vehicle drivers were more likely to make a comment related to this sub-theme (11% vs. 4%).


Baggage storage (1%)

Respondents requested secure space on the ferry for passengers to store luggage and large carry-on items. Many expressed a concern for passengers presently occupying multiple seats with luggage and suggested lockers or storage rooms on the lower car deck as a way to free up space.


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Improved washrooms (<1%)

Respondents requested cleaner and more accessible washrooms. Comments also expressed a need for hot water available in the washrooms.

Group and team meeting spaces (<1%)

Some respondents were interested in rooms or designated spaces for large groups or teams travelling on the ferries together as well as private meeting rooms that could be reserved ahead of time.

More work spaces (<1%)

Respondents requested additional work stations and desks in quiet locations on the ferry. Comments indicated that the current study desks fill up very quickly and are often subject to surrounding noise and activity.

Seating (9%) There were many comments related to specific features of seats on ferries and suggestions to improve them. Many respondents stressed the importance of onboard seating because passengers are no longer permitted to remain in their vehicles on the lower vehicle deck during sailing.

Additional and more comfortable seating (5%)

Respondents requested more seating and more comfortable seating, i.e. seats that are cushioned, tailored to all sizes and heights. Comments also request that there be more of a variety in seating arrangements. For instance, seats that are in groups and some that are individually spaced out.

Reclining seats (2%)

Many respondents suggested the ability for seats to recline to meet the needs of passengers who want to rest or sleep on the ferry.

Around tables (1%)

Respondents would like more seating arranged around tables, both in food spaces and throughout the passenger decks. Respondents also suggested fold-down tray tables on the back of seats to meet this need.

Footrests (1%)

Some respondents expressed a need for footrests on the back of seats to elevate passengers’ feet while seated. Many respondents suggested this as a solution for shorter passengers who have difficulty finding a comfortable seated position because of the current height of seats.

Cup holders (<1%)

Respondents suggested seating with space to hold drinks.

Adjustable armrests (<1%)

Some respondents requested armrests on seating that can be moved or adjusted. Many comments were tied to concerns for larger passengers who may need more room or those who want to lie down or stretch out.

Operations (6%)Respondents commented on the ferry schedule and types of ferries, transit connections to and from the terminals, general safety on board, and navigation around the vessels and terminals.

Additional and more frequent sailings (3%)

Respondents suggested more sailings and more frequent sailings, including hourly rides. Many respondents expressed a desire for smaller ferries that run more often. There were also suggestions to run smaller and larger ferries depending on the traffic demand for a particular route.



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Pedestrian-only ferries (1%)

Respondents supported ferries that only accommodate foot passengers on specific routes at various times. Many respondents associated this proposed type of vessel with efforts to become more sustainable and incentivize those travelling without vehicles.

Coordination with TransLink (1%)

Respondents requested a more integrated system between BC ferries and public transit. Comments relate to bus frequency, the number of bus routes to the terminal and more general options for public transit to and from the terminals.

Safety priority and emergency preparedness (1%)

Respondents voiced a concern for general safety while on board ferries and the consideration of emergency procedures, specifically regarding the evacuation of pets. Comments suggested better safety instructions and safety awareness to give passengers more information on proper procedures.

Better signage (1%)

Respondents requested additional wayfinding around the ferry on loading and unloading procedures and the location of various amenities or spaces. Comments also suggested signage in parking decks to assist passengers when locating their parked vehicles.

Reduce wait times (<1%)

Some respondents suggested shorter wait times at terminals by either increasing the capacity of vessels to accommodate more passengers or increasing the number of sailings.

Regulations (5%)Respondents made comments responding to the BC Ferries regulation prohibiting passengers from remaining in their vehicles and from smoking.

Ability to remain in vehicles (4%)

Respondents wanted the option of remaining in their vehicles for the duration of the trip.

Allow smoking (1%)

Respondents expressed a need for the inclusion of a designated smoking areas on board new vessels.

Reservations (5%) Respondents offered considerations for changing the current process and logistics for booking trips through the reservation system.

Improvements to reservation system (2%)

Respondents shared general comments voicing the need to improve the current reservation system for sailings. Suggestions included the ability to reserve tickets as a walk-on passenger, the requirement for all passengers to make reservations as well as getting rid of reservations entirely. Many respondents expressed an interest in priority reservations or bundled reservations for regular commuters or Vancouver Island residents for more efficient and reliable travel.

Upper deck reservations (2%)

Respondents wanted the ability to request an upper deck parking spot when making reservations. Many comments were related to the needs of passengers with pets and those travelling ill, injured or with a disability who need to stay in their car during sailing.


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No reservation fee (1%)

Passengers would like to see the booking fee removed for all reservations.

Technology (4%)Respondents requested new kinds of technology like high speed Wi-Fi, EV charging stations, BC Ferries phone app and debit card machines.

Wi-Fi (2%)

Respondents suggested improvement to the Wi-Fi access on board vessels so that Internet is reliable and faster for passengers.

Vehicle charging stations (1%)

Respondents expressed a need for charging stations on board vessels to accommodate electric vehicles.

Acceptance of debit cards (<1%)

Some respondents would like the ability to purchase ferry tickets with debit cards at terminals and on board.

BC Ferries app and website (<1%)

Respondents requested a more user-friendly website or new phone app to track ferries in real-time and reserve tickets online.

Ferry procurement (3%) Respondents made comments related to the purchase and construction of the new vessels.

Build ferries in BC or Canada (2%)

Respondents were very interested in building the new vessels in British Columbia or Canada in order to support the local economy and create new jobs.

Solidly built ferries (1%)

Respondents voiced a concern for the potential of ferry cancellations due to inclement weather and suggested that the new vessels be weatherproofed and built to safely handle extreme conditions.

Vehicles (2%) Respondents shared considerations for the accommodation and regulation of vehicles on ferries and at terminals.

Increased car capacity on ferries (1%)

Respondents requested additional space on vessels for vehicles. Some comments address the need for more capacity for oversized cars such as pickup trucks, larger SUVs, and RVs.

Fare reduction by size of vehicle (1%)

Respondents suggested different rates for different sized vehicles. Many comments were particularly related to the price to bring on motorcycles and suggested the fares be relative to the amount of space it takes up on board. This also includes requests to reduce fares for electric or hybrid vehicles.

Ventilation in car decks (<1%)

Some respondents made comments related to the vehicle exhaust and air flow in the lower car deck. Respondents were concerned with the overheating of livestock and horses and requested adequate ventilation.

Car alarms (<1%)

Some respondents requested additional signage or a system to better monitor and enforce the turning off of car alarms on all vehicle decks.


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Car-sharing (<1%)

Respondents would like a car-share or ride sharing service available to passengers at all ferry terminals.

Elevators (1%) Respondents requested additional elevators with more capacity. Passengers also expressed the need for better maintenance of elevators to ensure that they function throughout the entire sailing and that passengers with mobility challenges have clear access to them.

No need for a gift shop (1%)Respondents did not think a gift shop was a necessary amenity on board ferries and wish for it to either be significantly reduced or that space used to enhance other amenities, such as additional pet areas.

Onboard programming (1%)Respondents made comments around various kinds of programming on ferries, including educational, artistic and performance-based programs that we could organize.

Tours and education (<1%)

Respondents suggested that we offer public tours of operational areas and programming on the history of ferries, Indigenous communities, etc. that are available to passengers during sailing.

Local products and artwork (<1%)

Respondents would like to see locally-made merchandise in the gift shop, local artwork for ferries and local food products for sale. Comments expressed a desire to support BC artisans and local businesses on board.

Indigenous involvement (<1%)

Respondents wanted to ensure that we involve Indigenous communities in the planning of educational and art programming and also seek out opportunities for land acknowledgements and ways to support local Indigenous businesses.


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ON BOARD POP-UPS

When: March 25 – April 7, 2019Who: ~1750 participants*What: A simple activity on board 24 sailings asking participants to share their thoughts on their future onboard experience.

* Participation in on board pop-ups is based on an estimate of the average number of participants per ferry sailing that had a pop-up.

WHAT WE DID

Between March 25th and April 7th, 24 pop-ups were held on board major routes (Swartz Bay – Tsawwassen, Horseshoe Bay – Departure Bay, Tsawwassen – Duke Point). A pop-up is a mobile engagement tactic that brings activities and materials to where a desired audience is. We used pop-ups to reach out in-person to our customers, raise awareness of the project, and promote the online engagement.

Our pop-ups had project ambassadors on board ferries to facilitate a simple activity, asking participants to share their thoughts about the following question: What does your future onboard experience look like? To help them answer the question, ferry passengers were prompted by the nine topic areas.

Ambassadors also distributed postcards directing passengers to the project webpage to learn more about the project and participate in online engagement.


WHAT WE HEARD

ACCESSIBILITY

Participants in the pop-up engagement activities were primarily interested in washroom access, pedestrian loading and unloading, and onboard mobility.

WashroomsMany comments from the pop-up engagements expressed a need for better access in washrooms facilities. There were many suggestions to improve specific features that inhibit ease of movement for those with mobility challenges. These included:

• Higher toilets• Door-less washrooms (or doors that open with push

plates)• Adult diaper vending machines• Toilet seat covers• Larger washroom stalls• More private stalls

There were also comments in support of gender-neutral washrooms on the new vessels. General suggestions included additional washrooms and improved access to washrooms by removing all steps leading to the facilities.

Loading and unloadingConsiderations for pedestrian loading and unloading included:

• Additional and larger elevators to address the long wait times and crowdedness

• Escalators or a shuttle transport for those with mobility challenges who have a difficult time boarding from the pedestrian ramps

• A wider and less steep ramp

Onboard mobilityPassengers voiced mobility concerns specifically related to doorways and corridors on board vessels. Comments suggest electric push plates to open doors and wider pedestrian pathways on all decks. This includes space between cars on the lower deck where some passengers in wheelchairs expressed difficulty exiting their vehicles because cars were parked too closely together.

Other considerationsOther considerations included:

• The inclusion of quiet and spaces with no electronic screens on board new vessels to provide low sensory stimulation areas specifically for those who require a less overwhelming environment

• The need for accessible announcements by providing close captioning and ASL/LSQ interpretations of all announcements


Pedestrian Considerations

Participants in the pop-up engagement activities were primarily interested in improvements to the reservation system, pedestrian-only ferries and increased seating.

Reservation systemComments expressed a need for an updated reservation system that would allow walk-on passengers to reserve a ticket prior to boarding. Some also requested the capacity for unlimited walk-on passengers on all sailings.

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Pedestrian-only ferriesPedestrian-only ferries was another common consideration proposed by participants in the pop-up activities. Some of these comments were specific to particular routes, such as potential pedestrian-only sailings to Victoria or Nanaimo.

SeatingParticipants also voiced a concern with the amount of seating currently available on ferries and requested that the new vessels have a greater capacity for passenger seating.

Cyclist Considerations

Participants in the pop-up engagement activities were primarily interested in accommodation for bikes and bicycle incentives.

The most common considerations for cyclists included:

• Larger bike parking spaces • Dedicated storage on board vessels• Additional bike racks or cages that are easy to access and

secure• Improved signage to give cyclists more clarity on how to

load their bikes and where to park• Bicycle parking spaces that accommodate all different

sizes of bikes, including cargo bikes, mountain bikes and bike trailers

Bicycle incentivesThere were many comments to incentivize bicycle use by removing the extra charge for bikes on board ferries. Passengers expressed this consideration as a way for BC Ferries to encourage sustainable modes of transportation. Suggestions also included advertising cyclist discounts and providing onboard bike amenities such as a bike tools, e-bike charging stations and gear lockers.

FAMILY SPACES

Participants in the pop-up engagement activities were primarily interested in larger play areas, enhanced play structures, interactive activities and quiet space.

Play structuresWhen describing enhanced play structures, this included more stimulating play structures such as:

• Slides • A swing• Climbing structures• A ball pit

They also suggested having more play structures available and more space to run around, play and hangout. Some suggested the need to have these spaces enclosed to prevent children from escaping or to decrease noise for fellow passengers. There was also the suggestion to have multiple play areas geared at children of different ages, with options for older children highlighted.

Interactive and educational activities and programsInteractive activities suggested included:

• A scavenger hunt • Interactive kiosks• Interactive screens• Board games/games/puzzles• Kids’ music and toys

Ideas for educational programs included:

• Environmental awareness• Presentations about wildlife• Science exhibits

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Quiet spaceParticipants also suggested the need for a quiet room to allow for reading, napping, or breastfeeding. Included in these were the suggestions for private rooms to book out especially in light of passengers not being able to stay in vehicles on the lower car deck, where they may typically go for quiet space.

SeatingMany suggested the need for more seating and more comfortable seating for parents that allowed them to supervise their children or to sit as a group or around a table (to play a game for example).

PET SPACES

Access to the vesselPop-up participants who offered suggestions for pet spaces were primarily focused on allowing pets and pet owners to access different parts of the vessel. They suggested that pets should be allowed on the passenger

deck, they should be allowed to stay on the vehicle deck if they have a pet, or they should be given access to the outdoor spaces.

AmenitiesPop-up participants also suggested that pet spaces could be improved by:

• Making them larger• Offering heating and temperature control• Improving seating• Providing separate pet spaces for reactive animals or

different species

OUTDOOR SPACES

Participants in the pop-up engagement activities expressed the most interest in improvements to outdoor seating, weatherproofing methods, exercise amenities and viewing spaces.

SeatingSeating was the most prevalent theme addressed in the pop-up sessions. Comments referred to a need for additional seating on the outdoor deck and more comfortable lounge or reclining chairs. Passengers also requested more variety of seating including picnic tables, hammocks and seats around tables.

WeatherproofingParticipants also supported methods to weatherproof outdoor spaces including:

• More windbreaks• Outdoor heaters• Sheltered or protected areas so that passengers can sit

outside year-round

Exercise amenitiesThere were also many comments in favour of exercise amenities on the outdoor deck. These include a walking or running track around the deck and designated space for yoga and other exercise classes.

Viewing spacesViewing spaces was another outdoor consideration. Passengers desired more designated places to view wildlife and their surroundings. Suggestions also included viewing equipment such as binoculars stations and telescopes available for passengers to use.

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FOOD & BEVERAGE

Participants in the pop-up engagement activities expressed the most interest in alcohol service, meeting dietary restrictions and limiting waste.

Alcohol serviceThe most common suggestion during pop-ups was the suggestion to offer alcohol on BC Ferries. More specifically, the request for beer and wine, some specified that this should be served in a lounge.

Dietary restrictionsIn terms of meeting specific dietary restrictions, the next most common suggestions were for more vegetarian, vegan and gluten free options on board.

Pop-up participants had many suggestions on how to limit waste related to food service, this included:

• More compostable or biodegradable cutlery• Limiting plastic packaging• Encouraging passengers to bring their own containers or

cups• Improving recycling and composting facilities on board

More varietyPop-up participants also expressed the desire for more variety in food offerings, especially local and unprocessed food. They also expressed their love of the buffet and suggested including these on new vessels.

Many also suggested enhancing the coffee bar and including vendors such as Tim Hortons or Starbucks. They also highlighted the need for water bottle refill stations.

TECHNOLOGY

Participants in the pop-up engagement activities expressed the most interest in improvements to Wi-Fi and charging stations, entertainment, and sustainability.

Wi-FiMost of the responses from pop-up sessions referred to the need for stronger and more reliable Wi-Fi on board ferries.

Charging stationsA large number of comments also recommended additional charging outlets, plugins and USB ports located near seats. A few responses suggested charging stations for electric vehicles during sailing.

EntertainmentConsiderations for digital entertainment included video games and onboard arcades. There were a number of requests for more televisions showing movies and TV shows, either around the passenger deck or on the backs of chairs for individual viewing. Participants also expressed interest in a movie theatre on board or the ability to stream entertainment such as movies and music on personal devices.

SustainabilityMany comments voiced a concern for the energy efficiency of the new vessels and suggested the implementation of electric ferries or the use of renewable energy such as solar or wind power.

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Other considerationsOther considerations from pop-up engagements related to:

• Additional work spaces on vessels• A mobile app, especially for reservations and real-time

ferry tracking• Website updates to enable online bookings for walk-on

passengers• Accepting debit cards on board

NEW AMENITIES

Participants in the pop-up engagement activities were primarily interested in new amenities related to additional seating, quiet or napping spaces, entertainment and exercise space and equipment.

SeatingAdditional seating was the most frequently mentioned consideration from the pop-up sessions. Passengers requested more comfortable seats and seating that was arranged around tables for eating and entertainment (i.e. board games, cards, etc.). Seating improvements also included:

• Footrests, cup holders and tray tables• Reclining seats or massage chairs for a more comfortable

passenger experience.

Work stationsParticipants also identified a need for additional work stations or office spaces on vessels. Some requested the inclusion of office amenities in these areas such as a copier and printer.

Quiet spacesPassengers voiced a need for designated quiet spaces on board

vessels such as silent or meditation rooms where passengers can lay down or recline. Comments also suggested nap pods and beds for those that want to sleep during sailings.

EntertainmentConsiderations for entertainment on board ferries included additional amenities such as:

• Arcade games• Movie theatres• Board games• Slot machines• A photobooth• TVs with access to sports broadcasts• Live performances from local musicians.

There were also comments suggesting an adult oriented space for passengers 18 and older where alcohol is available to purchase. Responses also supported additional retail shops and barbershops or salons on board.

Participants also expressed interest in exercise spaces on board. This included:

• Workout rooms for yoga or fitness classes• Weight training• Stationary and cardio equipment • An outdoor basketball court or running track on the top

deck. • A swimming pool on the new vessels, including a steam

room and waterslide

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Participants from the pop-up engagement activities were primarily interested in fare discounts or varied rates, entertainment and activities, more frequent sailings, and environmental sustainability.

FaresPassengers expressed a strong desire for fare discounts for BC or Vancouver Island residents. Comments also included suggestions for a frequent traveller program for commuters or passengers who use the ferry regularly. Other requests included discounts for students, individuals with disabilities and low-income passengers.

EntertainmentEntertainment and activities were a popular topic specifically addressed in the pop-up sessions. Participants proposed entertainment such as:

• Live music from local performers• Board games• Additional TVs

Participants proposed activities such as educational games or interactive displays for passengers to learn about marine life and nearby islands.

More frequent sailingsParticipants voiced a need for additional and more frequent sailings, including hourly ferries. This consideration was also

related to a desire to reduce ferry wait times by adding extra sailings based on reservations or peak seasons. Pedestrian-only ferries were also supported in the comments to encourage foot traffic and public transit.

Reduce environmental impactParticipants also supported the reduction of environmental impacts in the design and operation of the new ferries. There were many comments to improve the recycling and composting services on board while also reducing the use of single use plastics. Other considerations related to the use of alternative energy sources and fuel-efficient engine design.

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COMMUNITY WORKSHOPS

When: April 2, 2019 West VancouverApril 3, 2019 VictoriaWho: 25 stakeholders representing municipalities, First Nations, tourism associations, transportation agencies, Ferry Advisory Committees, terminal liaison committees, active transportation groups, youth, and seniors.What: Discussion-based events which brought together a diversity of stakeholders to explore topic areas.

WHAT WE DID

We held two community workshops at the following times and locations:

• Workshop 1 - Lower Mainland Stakeholders Tuesday, April 2nd, 2019 | Gleneagles Recreation Centre, Seaview Room 1:30-3:30pm

• Workshop 2 - Vancouver Island Stakeholders Wednesday, April 3rd, 2019 | Parkside Hotel, Urban Ballroom, 1:00-3:00pm

Using a “choose your own adventure” format, participants were invited to participate in 2 discussion circles among the following choices:

1. Passenger crossing experience: family spaces, pet spaces, outdoor spaces, food and beverage

2. Getting on and off and moving around ferries: accessibility3. Getting on and off and moving around ferries: pedestrians & cyclists4. Environmental sustainability and future flexibility

At each discussion circle, a facilitator led participants through a discussion using a series of guiding questions.

TOPIC 1 - PASSENGER EXPERIENCE

1. What amenities would make travelling with children easier for families?

2. What amenities would make traveling with pets easier for travellers?

3. What could we offer that might improve traveller experience in outdoor spaces?

4. What should BC ferries be considering about serving food on ferries?


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TOPIC 2 - GETTING ON & OFF & MOVING AROUND FERRIES: ACCESSIBILITY

1. What do you think are the most important accessibility considerations to make ferry travel easier for those with mobility issues, those who are blind or partially sighted, and/or deaf or hard of hearing?

2. What else should we be thinking about to improve the experience of all passengers moving around ferries?

TOPIC 3 - GETTING ON & OFF & MOVING AROUND FERRIES: PEDESTRIANS AND CYCLISTS

1. What do you think are the most important considerations for making ferry travel easy for those who walk on board (i.e. for those that have to walk on via the lower vehicle deck with large sporting equipment or pets, or for those that will be transferring to buses, taxis, or other forms of transportation on the other side)?

2. What do you think are the most important considerations in making sure our new ferries are convenient and accessible for those travelling by bike?

TOPIC 4 - ENVIRONMENTAL SUSTAINABILITY, FUTURE FLEXIBILITY AND PLANNING

1. What environmental considerations are most important to you and why?

2. When designing ferries for the future, what is most important for us to plan for?

WHO PARTICIPATED

We invited special interest groups, community organizations, and individuals with a variety of interests and perspectives to the community workshops. Attendees represented:

• Municipalities neighbouring our major terminals• Tourism associations• Transportation agencies• Ferry Advisory Committees• Terminal Liaison Committees• Active transportation advocates• Youth representatives• Seniors representatives• Parent representatives

We also invited First Nations communities with an interest in the land and waters surrounding our major routes to the community workshops, and to one-on-one meetings if they preferred.

25 stakeholders representing those groups attended the workshops.

A list of groups that attended the workshops can be found in Appendix B.

A list of First Nations communities that we reached out to can be found in Appendix C.


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WHAT WE HEARD

ACCESSIBILITY

Significant themes that emerged during the workshops were related to signage and announcements, onboard mobility, seating space and washroom access.

Signage and announcementsAccessible signage and announcements were the most common consideration discussed in the workshops. Participants also voiced a need for:

• More wayfinding on vessels that is appropriate in font, size, and colour for those who are blind or partially sighted

• Signage in different languages and braille interpretations• Close captioning for onboard announcements • Headphones that link to the PA system

There were also suggestions to clearly state all accessibility information, maps of vessel, etc. on the BC Ferries website so passengers with mobility challenges can know what to expect.

Onboard mobilityComments also addressed mobility challenges on board vessels and included considerations for easier to open doors, wider corridors for wheelchair access and level and tactile walking surfaces. Many passengers voiced a need for the elimination of door sills and steps throughout the ferry as well as tactile strips on ground surfaces for more accessible navigation.

Participants also suggested priority boarding for passengers with disabilities and the ability to walk-on using a terminal wheelchair and an attendant’s assistance without booking 24 hours in advance.

SeatingAccessible seating space was another key consideration brought up in the workshops. This included:

• Wheelchair friendly lounge space• Designated seating for people in wheelchairs in eating

areas that are not located in high-traffic areas or in walking aisles

• Designated seating for people in wheelchairs in work spaces that are not located in high-traffic areas or in walking aisles

WashroomsResponses related to washrooms included the need for additional washrooms with wide enough space for wheelchairs, scooters, walkers, etc. There were also comments on specific washroom features considering the height of toilets, sinks, hand dryers and handrails in stalls. Gender neutral washrooms was another topic supported by participants to accommodate gender non-conforming passengers as well as families or parents with children.


Pedestrian Considerations

Significant themes that emerged during the workshops were related to pedestrian walkways, signage, public transit and baggage storage.

Loading and unloadingWorkshop participants voiced a need for more efficient loading and unloading processes to prevent bottlenecking and


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“compression zones”. Suggestions included:

• Adding multiple pedestrian entryways and exits that are separated from vehicular traffic to give walk-on passengers a more spacious and comfortable boarding experience

• More directional signage both in the terminals and on the vessels for guidance on how to board and the location of amenities. Comments mentioned this being a valuable asset for tourists and first-time passengers

Transit integrationParticipants were also interested in enhanced integration with public transit. This includes the ability to purchase bus tickets on board ferries and more available information on cycling and transit options.

BaggageBaggage storage considerations addressed the need for lockers or compartments available on board. This would allow pedestrians to leave their belongings unattended during sailings and would particularly serve passengers who do not want to check luggage at the terminal.

Cyclist Considerations

Significant themes that emerged during the workshops were related to adequate parking and storage for bicycles, loading and unloading processes and cyclist amenities.

The majority of comments were concerned with:

• The need for larger, safer spaces to lock up bikes• More space for additional bike racks and storage lockers

for panniers and equipment. • Storage for a range of bicycle sizes, including cargo bikes,

e-bikes and trailers

Loading and unloadingCurrent cyclist access was another topic addressed in the workshop. Participants voiced a need for unobstructed pathways for safe and convenient loading and unloading. Suggestions included a dedicated bike lane on and off the ferries that is separate from vehicles. There were also comments on improving access to ticket counters for cyclists.

Cyclist amenitiesProposed cyclist amenities included:

• A station with bike tools and bike stands for onboard bike repairs

• E-bike charging stations at terminals and on the new vessels

• A place to dry or hang rain gear such as a lower deck changing room

HUB Cycling RecommendationsFollowing the community workshops, HUB Cycling submitted a letter of recommendation to the Ferries for the Next Generation project email about how to improve cycling facilities on board these new major vessels. The letter of recommendation was supported by 262 email submissions. The recommendations included a rationale and specific considerations for improving bicycle parking and supporting infrastructure. Those recommendations will be considered along with the rest of the input gathered through this engagement process.

The full letter is attached as Appendix D.


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FAMILY SPACES

Significant themes that emerged during the workshops were related to accessibility, seating, and quiet spaces.

AccessibilityWorkshop participants highlighted the importance of ensuring that family spaces are also accessible places for parents or children that have accessibility needs, such as:

• Ensuring there are charging stations for scooters in play spaces

• Ensuring doors are wide enough• Ensuring accessible washrooms stalls are large enough for

a wheelchair or stroller

SeatingThey also mentioned the need for better seating for families, such as seating around tables for better family interactions or to play games.

Quiet spacesThe need for a quiet zone was highlighted, specifically for kids or adults with sensory sensitivities. The need for multiple areas to cater to different types of play was also highlighted, such as areas for different age groups or quiet vs active play areas.

Play areasWorkshop participants also described a larger play area, that is enclosed (to prevent noise for other passengers) and includes interactive games and activities.

PET SPACES

Significant themes that emerged during the workshops were related to the desire to allow pets on passenger decks and amenities for improving pet spaces.

Access to the vessel Workshop participants suggested that pets and pet owners should be allowed on the passenger deck or in the outdoor spaces on board the vessel.

AmenitiesThey also offered ideas for important amenities for improving pet spaces, including:

• Making them larger• Offering areas for pets to relieve themselves• Providing fresh drinking water for pets• Ensuring the areas were protected from weather• Offering heating and temperature control• Improving seating for pet owners


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OUTDOOR SPACES

Significant themes that emerged during the workshops were related to seating, interpretive signage, outdoor pet areas and accessibility.

SeatingMany participants expressed interest in additional and more comfortable seating areas that are covered and protected from the wind. Some comments specifically requested seats with backs for better comfort.

Interpretive signageInterpretive signage was another key consideration brought up in the workshops. Passengers suggested signage and displays with information on surrounding geography and wildlife. Comments also identified this as an opportunity to collaborate with organizations in providing the artistic and informative displays.

AccessibilityAccessibility concerns in outdoor areas included:

• Access to washrooms • Ensuring there are no uneven door sills or lips on

doorways which act as barriers to passengers in wheelchairs

• Additional signage for accessible routes through the vessel to outdoor spaces

• Headphones for accessible announcements while on outer decks

FOOD & BEVERAGE

Significant themes that emerged during the workshops were related to reducing line-ups, increasing food variety, serving alcohol and reducing waste.

Line-ups and efficiencyThe most common theme discussed during workshops was ways to reduce line-ups and increase efficiency. Solutions included the use of a pre-order food app or kiosk. Accessibility advocates highlighted that this system could help them be as independent as possible, especially if it had voice command capabilities or a service where the pre-order app was brought to passengers who needed it.

More varietyThe variety of the food offerings was discussed, in particular the opportunity to feature a variety of food vendors on board and at terminals or offer small food stands or carts.

Alcohol serviceSome expressed interest in selling alcohol on board, particularly craft beer, and establishing a licensed beverage area.

Reducing wasteFinally, participants suggested reducing packaging and waste, especially by incentivizing passengers to bring their own containers or by providing recycling and composting bins.


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ADDITIONAL THOUGHTS & CONSIDERATIONS (ENVIRONMENTAL SUSTAINABILITY & FUTURE FLEXIBILITY)

Significant themes that emerged during the workshop were related to support and incentives for active transport and overall reduction of environmental impact.

Active transportationProposals for additional support and incentives for active transport was a topic specifically addressed in the workshops. Comments suggested:

• Lower fares for walk-on passengers and cyclists • Amenities including bike storage and bike lanes• Support for electric vehicles and car sharing• Coordination with public transit so passengers have

greater access to additional modes of transportation

Reduce environmental impact Workshop participants expressed a need to mitigate the environmental impact of new vessels on the oceans, atmosphere, and the communities we serve. This relates to the impact on marine wildlife and the reduction of onboard energy consumption and greenhouse gas emissions. Many comments reflected a concern with current underwater noise levels from vibrations and horns and light impacts. The reduction of onboard waste was also mentioned as an important consideration for sustainability. Participants also mentioned the need to look holistically at BC Ferries’ environmental impact by incorporating environmental sustainability imperatives in vendor procurement processes so that sustainability initiatives like waste reduction, energy

efficiency etc. are considered before assets even enter BC Ferries ownership. For example, ensuring the ship building process is held to prescribed standards.


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T STEPS NEXT STEPS The results of this engagement process, along with the results our technical studies, will help establish the design requirements for the new ferries. These requirements will be used throughout the design and build process to guide the look, feel, and function of the new ships.

Later this year, a second round of engagement is planned to build on what we heard through this initial phase of engagement. We’ll be exploring sustainability and future flexibility topics in more detail as we seek to better understand how to build ferries that will serve future generations of travelers while prioritizing the protection of our natural environment. Stay tuned to the project webpage for information at https://www.bcferries.com/about/projects/nextgen.


Here are the complete results of demographic and other classifying questions asked in the online survey.

Q: How often do you travel on our ferries? (n=7006) Count Percent

1 or less trips per year 530 8%

2 to 5 trips per year 2357 34%




52+ trips per year 300 4%

Q: What ferry route(s) do you travel on most often? (n=7011) Count Percent

Vancouver – Victoria (Tsawwassen to Swartz Bay) 4050 58%

West Vancouver – Nanaimo (Horseshoe Bay to Departure Bay) 2809 40%

Vancouver – Nanaimo (Tsawwassen to Duke Point) 1919 27%

West Vancouver – Sunshine Coast (Horseshoe Bay to Langdale) 989 14%

Other (please specify) 1137 16%

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APPENDIX A: ONLINE SURVEY RESPONDENT DEMOGRAPHIC SUMMARY


Q: How often do you travel on our ferries? (n=7006)

Count Percent

Visiting friends / relatives 4859 69%

Vacation / getaway / recreation` 4494 64%

Attending special event / entertainment

2081 30%

Required personal travel (e.g., doctor’s appt, moving, funeral, etc.)

1618 23%

Shopping 1157 16%

Business trip or on company business 1576 22%

Commuting to or from work 402 6%

Attending school, college or course 301 4%

Hauling freight or operating a commercial vehicle

51 1%


Q: What mode(s) of transportation do you most often take onto our ferries? (n=7016)

Count Percent

Personal vehicle 6120 87%

Walk-on 4050 58%

Bicycle 389 6%

Recreational vehicle or camper 387 6%

Motorcycle 220 3%

Commercial vehicle 151 2%


Q: Which one of the following age groups do you fall into? (n=6997)

Count Percent

Under 18 31 0%

18 - 24 418 6%

25 - 34 1576 23%

35 - 44 1472 21%

45 - 54 1272 18%

55 - 64 1348 19%

65+ 880 13%

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Q: Do you travel with children? (n=6997)

Count Percent

Yes 1855 27%

No 5142 73%

Q: How many children do you travel with? (Children under 6) (n=1419)

Count Percent

0 379 27%

1 587 41%

2 359 25%

3 74 5%

4 14 1%

More 6 0%

Q: How many children do you travel with? (Children between 6-10) (n=1207)

Count Percent

0 491 41%

1 487 40%

2 203 17%

3 15 1%

4 5 0%

More 6 0%


Count Percent

0 491 41%

1 487 40%

2 203 17%

3 15 1%

4 5 0%

More 6 0%

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Count Percent

0 492 44%

1 428 38%

2 166 15%

3 17 2%

4 4 0%

More 11 1%


Count Percent

0 605 44%

1 208 38%

2 85 15%

3 8 2%

4 6 0%

More 6 1%

Q: Do you travel with one or more pets? (n=7002)

Count Percent

Yes 3863 55%

No 3139 45%

Q: Do you live with a visible or invisible disability that impacts your ability to access and/or move around ferries? (n=6970)

Count Percent

Yes 983 14%

No 5987 86%

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APPENDIX B: WORKSHOP PARTICIPANTS

Groups that attended the workshops Included:

Workshop 1 - Lower Mainland Stakeholders Tuesday, April 2nd, 2019 | Gleneagles Recreation Centre, Seaview Room 1:30-3:30pm

• BC Cycling Coalition• Better Environmentally Sound Transportation• District of West Vancouver• HUB Cycling North Shore• North Sunshine Coast Ferry Advisory Committee• South Sunshine Coast Ferry Advisory Committee• TransLink Accessibility Committee• West Vancouver Advisory Committee

Workshop 2 - Vancouver Island Stakeholders Wednesday, April 3rd, 2019 | Parkside Hotel, Urban Ballroom, 1:00-3:00pm

• BC Ferries Accessibility Committee • Boys and Girls Club of Greater Victoria• District of Saanich• Gabriolla Island Ferry Advisory Committee• Intermunicipal Advisory Committee on Disability Issues• Malahat Nation• Regional District of Nanaimo• Salt Spring Island Ferry Advisory Committee• Tourism Vancouver Island• Tourism Victoria


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APPENDIX C: FIRST NATIONS OUTREACH

First Nations communities that we reached out to during this engagement included:

• Malahat Nation• Musqueam Indian Band• Pauquachin First Nation• Tsartlip First Nation• Tsawout First Nation• Tseycum First Nation• shíshálh Nation• Snuneymuxw First Nation• Squamish Nation• Tsleil-Waututh Nation


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APPENDIX D: HUB CYCLING - LETTER OF RECOMMENDA-TION

April 2, 2019 BC Ferries Suite 500-1321 Blanchard Street Victoria, British Columbia V8W 0B7 Re: Next Generation of Ferries - Bicycle Parking HUB Cycling a non-profit organization that has spent the last 21 years removing barriers to cycling in Metro Vancouver, while cultivating the health, environmental, and economic benefits that active transportation can bring. We've educated thousands of people, motivated thousands more, and championed improvements that benefit current and future bike commuters. We are Metro Vancouver’s leader in making cycling an attractive choice for everyone. The purpose of this letter is to provide BC Ferries with our recommendations for improving the Next Generation of Ferries for cycling. We start by explaining how cycling furthers BC Ferries’ Sustainability Plan. We then set out our design recommendations for better bike storage on the next generation of ferries. Cycling and BC Ferries’ Sustainability Plan BC Ferries provides a critical service for cyclists wishing to travel regionally. Cycle tourism is a significant economic driver for many of BC Ferries’ destinations. Better cycling design benefits those local economies, while promoting sustainable and healthy transportation options throughout the province. In its 2018 Sustainability Plan, BC Ferries emphasizes the importance of reducing its greenhouse gas emissions . By incentivizing customers to travel by bike rather 1

than car, BC Ferries can make further significant reductions in greenhouse gas emissions.

1 BC Ferries’ Journey Towards Sustainability (2018)

312 Main Street (2nd Floor), Vancouver BC, V6A 2T2


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○ a minimum of 1.0 metre in length if the bicycles are to be placed vertically.

● All bicycle parking should be independently accessible by means of an aisle of a minimum width of 1.2 metres. This allows users to access their bikes regardless of other users’ presence. Importantly, the appropriate space width allows for bicycles with pannier bags to fit in the spaces. Note the accessibility barriers for vertical bicycle parking. Some users are unable to lift their bicycles to the vertical position; it is harder to secure them; fenders or panniers may not be compatible with vertical parking. Alternating height horizontal racks are more space efficient.

● All required public bicycle spaces should be independently accessible by means of an aisle with a minimum width of 1.2 metres which is separate from pedestrian access. There shall be unrestricted access behind the space of a minimum length of 0.5 metre.

● Consider the added capacity when placing a bike rack accessible from both sides, where space allows.

● Bicycle parking racks should be constructed of sturdy theft-resistant material and should have secure theft-resistant anchoring to the floor or ground.

● The bicycle rack should support the bicycle frame above the centre of gravity and should enable the bicycle frame and front wheel to be locked with the rack using a U-style lock.

● A minimum of 70 percent of the indoor secure bicycle spaces should provide for the bicycles to be placed horizontally on the floor or ground. This is the most accessible for bicycles of all sizes and shapes and riders of all ages and abilities.

● Vertical bicycle space racks should support the bicycle without the bicycle being suspended on the wheels. No more than 30% of the bicycle spaces should be vertical.

● Provision for e-bike users, including charging points at racks and in passengers deck lounges

Other BC Ferries have retractable bike racks that clearly provide for a place for bikes. Given the retractable nature of these racks, the next generation of ferries could be equipped with a large number of them, thereby allowing for expanded bike storage access in the summer months (see Figure 2).

HUB Cycling | 312 Main Street (2nd Floor), Vancouver BC, V6A 2T2 Page 3

Bike Parking on Ferries HUB Cycling encourages ample and quality bike racks on the next generation of BC Ferries’ fleet. Many current vessels have inadequate, or no bicycle racks which disincentivizes cycling because of a concern of damage or theft to passengers’ bike or bike parts. Figure 1 demonstrates some of the lack of infrastructure where bicycles are simply leaned against the wall or each other, which is neither secure against theft nor stable, and makes unloading frustrating and inefficient for all passengers.

Figure 1 . Many of BC Ferries’ current fleet does not include parking for passengers with bicycles. Left: MV Queen of Nanaimo, Summer 2017.

Up to 10 bicycles can fit in a single vehicle parking spot, increasing potential passenger capacity and revenues for BC Ferries. The following considerations should be included in planning for improved bike parking on future vessels:

● Bike parking should be provided for a minimum of 5% of passengers 2

● All bicycle parking spaces should have a minimum vertical clearance of 1.9 metres, should be a minimum of 0.3 metre in width and should be:

○ a minimum of 1.8 metre in length if the bicycles are to be placed

horizontally; or

2 Given the growing increase in use of bicycles for transportation, this target should increase upon demand, as well as in the design of future vessels.



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Figure 4. Example of horizontal bike storage on the MV Bowen Queen.

Communication and Marketing A system-wide approach facilitating ticketing and terminal-vessel access / egress for All Ages and Abilities (AAA) of people on bikes, that includes:

● Wayfinding signage on new vessels, directing passengers with bicycles where to park

● Locations of bicycle storage areas on communication materials, such as on-board vessel maps, BC Ferries’ website, etc.

● Clearer wayfinding signage directing passengers arriving by bike where to purchase tickets (ex. through walk-on vs. motor vehicle ticket booths)

In conclusion, by better providing for passengers with bicycles, we believe that the next generation of ferries will further BC Ferries’ Sustainability Plan and the growth of local economies within its ports of call. We appreciate your consideration of this letter and we would be happy to meet to discuss these and other cycling oriented improvements in the future. Sincerely, Alex Clarkson Regional Advisory Committee HUB Cycling [email protected]


Figure 2. Retractable bicycle racks can be folded up when not in use. BC Ferries

Where horizontal space is a design concern in the next generation of ferries, a further space efficient design is used by the Seattle-Bremerton ferry (see Figure 3). Due to the accessibility concerns of using vertical racks, HUB Cycling recommends allocating a maximum of 30% of on-board bicycle storage for this type of design.

Figure 3 . Vertical racks work well if space is limited but are less accessible than horizontal designs. Washington State Ferries


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