— by Justin Paulsen —
It’s going to be a long, painful, and thanks to the new WSF arrival policy, angry summer. Apologies in advance to the booth workers on Orcas and on the Anacortes side as well, where the details of the original reservation policy were still not fully trained.
Anyone who has followed the reservation discussion since it was originally implemented should be shaking their head in confusion at the latest move on the part of WSF. The reasons for the policy’s existence seem to be changing about as fast as the boats break down. While we were originally sold a line about limited terminal capacity, and that having cars in line more than an hour ahead of a sailing was problematic, we are now told the we better get there 90 mins ahead of time or we risk not having a valid reservation. We have reached a point were the doctors in charge of the system’s health have forgotten what they are trying to cure.
Sometimes efforts are made to improve something with the best of intentions but in the end it proves out to be a failure. The importance of that exercise, is that we learn from it. In the case of the reservation policy, instead of learning, WSF officials have made the classic organizational mistake of “necessary success”. We need it to work, so we will force it to work.
In most cases, the individuals charged with creating these policies don’t even use the ferry system. These are disconnected office personnel making decisions on a financial risk/reward basis, not based on what is most effective for actial users. Their interest is not in finding a functional solution, it is in meeting some abstract legislative goal based on a random measurement metric derived from an actuarial algorithm. Simply put- they have no clue WHY they are doing it, they just are. And from this we, the users, suffer the effect. With their latest round of changes WSF has reached the point of punitive compliance. “Don’t like our rules? OK, we’ll just hit you a little harder!”
So, what then, can we do? EVERY SJC driver needs to photograph, document and report EVERY issue that they encounter. It’s not enough to have things happen and then complain to your neighbor. It is not even enough to post complaints on Orcas Issues. We need to report every issue that occurs. Take a picture of your car clock when you arrive at the end of the line, and then again when you get to the booth. Take a picture of poorly loaded ferries. Take notes of unsafe traffic back-ups. When a ferry is late and it impacts your reservation time, let em know. Every time the system fails, we need to flood the in-boxes of those that are supposed to be listening to and representing us.
There is no quick-fix for the mentality of the WSF’s administration of the reservation system, but unless we stand up with our neighbors and make a lot of noise, the system will only get more punitive and less useable.
Contact ALL of the following individuals with issues as they happen.
Your Local Council Members:
Rick Hughes rickh@sanjuanco.com
Jamie Stephens jamies@sanjuanco.com
Bob Jarman bobj@sanjuanco.com
Dwight Hutchinson- WSF Res. Manager
206-437-3275
hutchid@wsdot.wa.gov
Brian Churchwell- WSF program manager
206-515-3645
churchb@wsdot.wa.gov
90 minutes before sailing to keep your reservation? I have heard of the changes to the rules, but not this one. I think that it is still 30 minutes AT THE BOOTH.
Will the WSF be erecting more booths and hiring more personnel so we can be processed through in a timely manner? I’m often out on the road at the Orcas ferry for 15-20 minutes before making it to the booth and Anacortes can be even worse in the summer. It seems this will only encourage more standbys which will make the processing time even longer. This is not what we expected when the reservation system was implemented.
Janice, 30 minutes minimum “checked in” at the booth is correct in order for your reservation to be honored. Ferries is recommending a 45-minute arrival at the end of whatever line there may be, but 30 minutes at the booth is the new cutoff, irrespective of how long the line may be. This is FAC’s primary concern, customers have no way to know how many booths may be staffed or how long the line may be.
The previous 30-minute minimum was at the end of the line, not the booth. WSF previously accepted the responsibility to get you on the boat if you arrived at the end of the line 30 minutes prior to sailing.
The 90 minutes is the earliest that you should arrive for a reservation, not the recommended arrival.
FAC also welcomes comments to fac@sanjuanco.com, and they will be forwarded to Council, ferries and our legislators.
“poorly loaded ferries”–How do WE know what THEY know about loading a ferry?
I’m happy w. 30min arrival or loose your reservation … What has been happening is anyone with a reservation can arrive 5min before loading and get on while someone w.o a reservation, who may have been waiting standby for hours gets bumped. Much fairer to leavel the field 30min before sailing, which is only 15 min before loading.
I’d vote for 45 min before sailing, 30min before loading. As a resident doing shopping, or visiting I rarely know when I’ll return. The ferry is meant to be our highway, not primarily tourist transit.
Simplify the “System” as soon as possible:
a. “Three wait-line basis” for traveling our “Ferry Highway System”:
Reservations, Non reserved Free-style, Stand by.
b. Up the percentage for Non Reserved/Free-style, asap and highest possible.
c. Islanders first.
d. Fully trained and ample staff.
e. Clear directions on all roadways, entry and exists, near Ferry Terminals.
I just emailed my request to the powers that be.
Thank you for listing FAC email: fac@sanjuanco.com
Janice-
WSF is telling us (in their press releases) to arrive 90 mins ahead and no less than 45 mins, which is odd, because when they rolled this system out, they wanted absolutely no one there more than 60 mins ahead of time because to do so caused problems with the holding space. Apparently those issues are now gone?
Jim-
Sorry I missed the FAC email in the list. Thanks for including it!
Marilee-
When they are turning away cars for 2 hours and then sail a boat with 18 empty spaces, it is pretty obvious that someone doesn’t know much about space allocation. When deck workers on the boat are mystified why the system intentionally and regularly turns away cars, I would say we have reason to believe that yes… We may know more than WSF does.
I am so happy that you all are finally seeing the flaws in this system, and don’t kid yourselves, it is no made for residents….what are we going to do….move away? No, it is for the purpose of making it look easier for tourists (it doesn’t need to actually be easier because they are here by the time they figure out what a mess it is!) Also, cutting costs means closing toll booths. I have yet to arrive at the Anacortes terminal during a rush to find all the booths open. Seems as if that would at least be a start! Well, fight on… Merry
For reservation holders:
Anacortes–San Juan Islands: You will need to arrive at the terminal 30-90 minutes before your reserved sailing. Starting March 20, 2016, you will need to arrive 45-90 minutes before your reserved sailing.
From PDF on WSF website
It’s not unusual, it’s expected, to tweak a new system as it develops. Changing the ‘earliest check-in’ time to 90 min. increases my flexibility if I’m running early instead of having to hang out in Anacortes. ‘Checked-in by 30 min. prior to sailing’ was the original recommendation but was relaxed almost immediately to ‘end-of-line’ when traffic was seen as an issue. Many people abused this to be as late as possible. Now we’re given a fixed deadline; deal with it like an adult and give yourself enough time to get checked-in. This fixed arrival limit should allow for BETTER staging of stand-by. Also, I’ve never seen a boat sail with empty spaces with anyone waiting in stand-by. It would be nice if you could get into stand-by for an earlier boat than your reserved one without losing your reservation if the ‘early’ boat is full, but it might be a logistial nightmare.
Thank you Justin. Very well written and a lot of good information. It’s hard to imagine where all of those cars are going to line up when expected to arrive so far ahead of sailing time. I haven’t studied the new schedule yet, but I do remember a few times many years ago when I had to go park at the Orcas Hotel or wherever I could find a place because I was “too early” and cars were still in line for the ferry before mine. I’m wondering if there is any over-lap in the schedule that will create even more of a problem. Your suggestions are great and I hope everyone reads this and follows what you’ve said about reporting every issue riders have. Hopefully something much more sensible will eventually happen. I do want to remind everyone that the system, regardless of what they come up with,will never consider residents first. As with other highways everyone pays taxes for our marine highway and everyone will be treated equally. On the other hand be thankful they haven’t set up a reservation system on I-5 or Hwy 20, etc. Remember how everyone had a fit when they suggested building a bridge or bridges to the San Juans? Can’t believe I’m saying this, but I would much rather deal with a broken reservation system for the ferries than a bridge or bridges.My main belief is that we were better off before they came up with any kind of reservation system. First come, first served has worked for me and many others for over thirty years. I have always arrived at least an hour before sailing (almost always the red-eye) and never missed a boat. Would look up and still see people driving up to get in line ten minutes before we were due to leave. For the first 16 1/2 years here we lived 21 1/2 miles from the landing (Sea Acres), but always made sure we were there early. Never understood why everyone else couldn’t do the same. If they did we wouldn’t even be having this conversation.
It’s a rare deckhand who actually tries to park cars closely on the ferries. All too often it’s just a wave directing you to which lane, and no close-the-gap direction. Not enough help; some just stand with hands in pockets and watch. I always wonder how many get left behind because of all the big gaps between cars….
Way too much wailing and gnashing of teeth on this issue. The 30 minute cutoff is logical. If you have reservations to fly somewhere, the airlines generally enforce a 30 minute rule for check-in. If your plan is to arrive 35 minutes before your reserved ferry departure and you hit a line up, shame on you!
When we checked in at Orcas yesterday for the 845AM sailing, Ron and his team were using the booth and a remote scanner so two lanes could be processed to avoid backup. It looks like the Orcas end is under control.
There may be an occasional time when there is a huge backup in Anacortes. It could be staffing, technology or a couple of folks fighting with the agents in the tollbooth because they can’t get on the sailing they desired! Get a grip folks! The reservation system is almost excellent in my view. Gone are the days when I was virtually certain that if I was not there a couple of hours in advance, I would have to sit and bake in the Anacortes parking lot.
I like the WSF reservation system. Make the no-shows pay a more significant fine for not showing up and it would be pretty much perfect.
Don Webster is correct: at Orcas landing we now have two lanes feeding into the ferry lot, to hopefully avoid back-up on the county road. The worker in the added lane has a hand-held scanner to process reservations.
The 30 minute cut-off time is strictly enforced. Bear in mind that whenever there is an inter-island sailing near the time of an Anacortes sailing, there will be a lot more traffic being processed. Save yourself some grief and plan accordingly!
I get there an hour before sailing and so far no problem, I love to be able to make a reservation. When we fly we have to get there early.
I love the comparison between airplane flights and Ferry travel. It’s akin to WSF’s comparing the need for ferry service in the San Juans to that of the need in Coupville.
Last time I had to catch an airplane to take my kids off-island for a Drs appointment, grab groceries and pick up supplies for my business, I had to show up at the ticket counter at least… Oh wait… I don’t fly on our state highway system for those things.
Last time I actually did fly off island on our local airlines, I arrived 10 mins ahead of time and had no issue with my reservation being valid.
I am encouraged by the efforts to speed traffic on the orcas side and hope the system works and I hope people are not adversely affected, but having suffered dramatic financial impact due to the reservation systems failures, I will remain a skeptic until proven otherwise.
I sent this opinion piece on and asked for an official response from Washington State Ferries. I will keep you posted
Don, it will be very interesting to see how you would feel after you are denied a reserved sailing because you couldn’t get to the toll booth on time because there were cars in line ahead of you who just arrived. And that HAS happened. If you think YOU are “baking” sitting in the Anacortes parking lot for a few hours, try it with 3 little kids who are tired and hungry(and therefore crabby!) and a needed diaper change. Get “a grip” on that, Don, if you can. Your comments were insensitive to those who have suffered something you obviously have not.
Two times in my life I have arrived at an airport before the required time. The lines were so long going through security that the airline worker asked if anyone held tickets on the next flight. Those folks were allowed to go to the front so they would not miss their flights. Airlines know that empty seats not only cost money, they cause havoc for later flights and they also create angry folks. People have other airlines to chose from-we do not have another ferry system.
I was a serious sceptic about the reservation system originally. It is true now to say that I was wrong(I think!) All in all I believe it is going to work once the bugs are worked out.
However- WSF has asked us(in so many words) to co-operate to make this work. They have promised the reservation system will work better for us.
But if we follow the rules that they have made, why do we have to suffer the consequences when they don’t hold up their end of the deal?
WSF cannot be responsible for Seattle traffic, flat tires or any other reason(other than medical) that someone is late in getting to the ferry. But neither can WE be responsible with how they process the ferry lines. That is their “bug” to work out and for a respected, trust-filled relationship with islanders, I have confidence that they will.
Thank you Jeff Morris, Rick Hughes, Laurel, and fellow-islanders for getting involved. We need to be.
Maggie
Don Webster, why should those without reservations get any priority at all over those who have reservations? Standby should mean standby: if there is still room on the boat after loading reservation holders, then standbys can get on. I get it that a large number of standbys can’t be loaded at the last minute, but if you have a reservation and drive up before sailing, why shouldn’t you be able to go to the head of the line of standbys that haven’t loaded yet?