Customer Service FAQs: ongoing changes to service at Heysham Port

Last updated: 11th September 2024

What is happening?

IOMSPC vessels are currently using number 2 and number 3 berths at Heysham Port. This may result in some delays and alterations to normal procedures for loading and unloading.

Why is IOMSPC not able to use the usual berth?

The number 1 linkspan has sustained damage following impact by a vessel. Until the Port Authorities are happy that it is safe to use we’ll be operating from number 2 & 3 berths.

How is the IOMSPC trying to resolve the situation?

We are working closely with the port authorities to ensure that we are able to resume normal service as soon as possible. An inspection of the linkspan has been completed. We are now working to support a plan of action to remedy any damage and allow passenger services to get back to normal.

I’m booked to travel with IOMSPC in a car, what does this mean for me?

This change should, hopefully, have little effect on passengers travelling in private vehicles. However, there is a slightly longer route between the vessel and the terminal. You will be directed by crew and shoreside staff.

I’m travelling as a foot passenger, what does this mean for me?

Due to port health and safety guidelines, we cannot permit passengers to walk to between the terminal and the vessel (and vice versa). Therefore, we are arranging for coaches to operate a shuttle transfer service. Please listen out for announcements or crew instructions to make the transfer as convenient and safe as possible. There may, unfortunately be a delay in loading or discharging in order to ensure that passengers can be safely transferred without conflicting with vehicle or freight movements.

I have accessibility requirements, what does this mean for me?

The arrangements are not changed: The courtesy bus will be available for people who require assistance.

Why might the use of number 2 or number 3 berth lead to delays/schedule changes?

In Heysham, generally, each operator uses an allocated linkspan. This means freight for each sailing is parked for each operator’s needs. Because we are currently using a different span, our freight is having to take a longer route to be loaded and unloaded.

Foot passengers board and disembark via coaches. Despite our best efforts we have to wait until there is sufficient space on the vehicle decks for the coaches to park and allow safe passenger movement.

This also puts sailings at an increased risk of delays or disruption as the risk assessments for operating from the alternate berths, particularly number 3, advise greater caution at lower wind speeds than our preferred number 1 berth.

I was on a delayed/cancelled service, what am I entitled to? Please see passenger charter for full details.

I have booked onward travel via the train, will it wait for me?

We can request a maximum of ten minutes delay on the scheduled time for the departure of the train.

I’ve missed the train due to a late running service or discharge of the vessel, how can I get to Lancaster station?

Please speak to the PSO at the Information Desk onboard, or make yourself known to the check-in desk within the terminal. Our team will be happy to help you arrange onward travel to Lancaster.

I’ve booked a specific connection from Lancaster station, I’m worried I might miss it, what can I do?

Please speak to our team at Douglas terminal before you travel. They’ll be able to advise the best course of action.

Why don’t you sail to an alternative Port?

We are working hard to minimise the disruption to the schedule. The best result for all users is that we continue to operate to Heysham as close to the usual schedule as possible. While we are fully aware any disruption to schedules is unwelcome, we feel the actions we have taken are keeping changes within manageable bounds. Liverpool will be available to utilise for contingency operations once Manxman has completed berthing trials, currently scheduled for October. Having assessed other port options in the Irish Sea, Liverpool and Heysham offer the best option for the Company’s operations and the needs of freight and passengers.