Committee publication · Correspondence · 14 July 2026 · HC 167
Correspondence from CalMac following up from 17 June evidence session, dated 7 July 2026
Summary
CalMac's follow-up letter to the Scottish Affairs Committee details its stakeholder engagement framework across six geographical areas, each managed by dedicated Area and Deputy Area Managers. The company outlines communication protocols for service updates, bi-annual timetable consultation processes, enhanced engagement models, and customer-facing digital improvements including WhatsApp launch in July 2026, alongside partnerships with local suppliers and accessibility initiatives.
Key findings
- CalMac restructured into six geographical areas, each with local Area Manager providing weekly engagement with ferry users, community groups, local businesses and stakeholders
- Bi-annual timetable consultation process informed by community feedback mechanisms tailored to local preferences (public meetings, online platforms, surveys, email correspondence)
- Service communication hierarchy: frontline staff first, then tailored updates to community groups and elected representatives, followed by media releases to ensure islanders hear from CalMac before press
- Enhanced Engagement Model establishes Area Managers as local experts with authority to lead engagement plans, track stakeholder actions, and represent customer voice in long-term planning decisions
- Digital and accessibility enhancements: WhatsApp launch July 2026, redesigned timetable PDFs, Calm Cabin for neurodivergent passengers, Equality Impact Assessments applied systematically to all transformation projects, CalMac Accessibility Advisory Board established
Tone
FactualTopics
Key actors
Duncan Mackison, Caledonian MacBrayne (CalMac), Patricia Ferguson MP, Scottish Affairs Committee, Transport Scotland, ScotRail, Ferries Community Board
Notable line
“… each area now has a dedicated local contact who on a weekly basis, engages directly with ferry users, ferry groups, local businesses and other stakeholder groups in their area.”
Key Quotes
“… each area now has a dedicated local contact who on a weekly basis, engages directly with ferry users, ferry groups, local businesses and other stakeholder groups in their area.”
“Frontline CalMac staff get relevant information first • Tailored, local updates with wider network context are issued to recognised community groups (e.g. ferry committees and community councils) with an ask to circulate to their local communities via their own channels.”
“Responses received during consultation periods are reviewed by the Transport Planning team alongside local Area Managers and assessed against operational, technical and contractual constraints.”
“Area Managers are our local experts. They bring detailed knowledge of the communities and routes they support and will play a central role in shaping and delivering local engagement plans.”
“Accessibility is embedded as a key strategic strand of CHFS 3 , ensuring inclusive design and delivery are central to future service planning and investment decisions.”
“We are currently recruiting for a stakeholder engagement manager to support the Area Managers and Enhanced Engagement strategy.”
Source · parliament.uk record ↗