An analysis of the overall travel experience to Gozo by ferry

Abstract

This essay investigates the effectiveness of two main ferry services between Malta and Gozo, the Gozo Channel Ferry and the Gozo Highspeed, to determine if they meet expected standards. Both services, subsidised by the Maltese government, are crucial for the tourism industry and local connectivity. The research evaluates the services' quality and their impact on tourists' experiences, aiming to provide feedback and suggest improvements. The methodology involves a qualitative approach using semi-structured interviews targeted at tourists, tourist guides, frequent users, and staff. A total of 11 responses were analysed using thematic techniques, supported by ethnographic observations and secondary academic sources to validate the findings. The focus was strictly on user experiences without delving into the operational or technical aspects of the ferries. The study revealed that users are generally satisfied with the ferry services, but there are some aspects which require serious attention from both ferry companies in order to meet the increasing demand and service expectations of passengers. These areas for enhancement were identified, suggesting further investigative and corrective measures. Additionally, the responses indicated that despite the ferry services’ drawbacks, most users, especially tourists would prefer to use the sea travel options, rather than air travel. The significance of these findings lies in their potential to guide improvements in ferry services, thus boosting tourism and local travel between Malta and Gozo. This research serves as both a review and feedback mechanism for the involved ferry operators, highlighting the importance of continual service assessment and adaptation in response to user feedback.