Performance Monitoring

Red Funnel operates approximately 18,600 Red Jet Hi-Speed sailings and 11,800 Passenger Vehicle Ferry sailings each year. The Company is committed to delivering a safe, reliable, punctual and affordable service that is rated highly for customer satisfaction.

This section details our service performance indicators to enable customers to see how well we are doing. Reliability and punctuality records speak for themselves, but very occasionally bad weather or technical problems can result in temporary suspension, cancellation or delay. 

Tabs

Red Funnel's Service Reliability

Red Funnel's service reliability figures for each route are shown below compared to the previous year. We endeavour to always operate the published timetable regardless of the load factor but unfortunately some cancellations are inevitable due to bad weather and unforeseen technical issues. All technical cancellations which include problems with shore-side infrastructure are investigated and a continuous improvement process is in place. 'Other' reasons for cancellations can include staff sickness, medical emergencies and restoring the timetable following late running etc. 

Monthly Service Reliability - November 2017

Southampton<>East Cowes

Southampton<>West Cowes

Red Funnel's Service Punctuality

Red Funnel's punctuality figures for each route are shown below and provide a comparison by month and by previous year. Service punctuality is measured by the number of sailings which depart 5 or more minutes after the advertised departure time.

We take punctuality extremely seriously and although there are some causal factors outside our control we are in continuous dialogue with the relevant parties.

 

Monthly Service Punctuality - November 2017

Southampton<>East Cowes

Southampton<>West Cowes

Red Funnel's Service Utilisation

The data below shows Red Funnel's annual percentage utilisation by route. This is the number of passengers divided by the total number of seats available and the number of vehicles (expressed as car equivalent units) divided by the total amount of CEU space available for sale. 

Hi-Speed utilisation

Vehicle utilisation

Red Funnel's Indexed Price Increases (compared to RPI)

The graph below shows Red Funnel's average fare increases in relation to RPI (Retail Price Index). It has been independently audited by Grant Thornton. 

Indexed price increase chart


Glossary

  • £/CEU = Cost per car equivalent unit (1 CEU = Car up to 5.5m in length/2.1m in height)
  • £/Hi-Speed Pax = Cost per Red Jet Hi-Speed Journey
  • Link to RPI Source Data
  • Link to Transport Costs*
  • Fuel costs** based on Esso weekly price for MGO

Red Funnel's Customer Satisfaction

We use a continuous independent review system based on Feefo's online platform. Customers using our Southampton<>East Cowes service are sent an email and are asked to rate Red Funnel's overall service and to score the sailings on which they travelled. Reviews (good and bad) are read by senior management and the customer service team endeavour to respond to each one.



Tripadvisor Reviews

Red Funnel has been awarded Certificates of Excellence by Tripadvisor for 2014, 2015 and 2016

Certificate of Excellence
2014-2016

Red Funnel Market Share

The data below shows Red Funnel's total share of the cross-Solent passenger and vehicle market compared to prior period and prior year. Note: There are 13 four week periods each year.