Government updates processes at tourism call centre

Charles Furey, Minister of Tourism, Culture and Recreation, responded today to recent media reports indicating that the Tourism Newfoundland and Labrador call centre is dispensing incorrect information to clients.

"The Tourism Newfoundland and Labrador call centre has very strict guidelines and policies which ensure that tourists are given the most up-to-date and accurate information possible," said Furey. "Ensuring that our tourists have a quality, relaxing and enjoyable vacation is obviously the top priority for our department. As such, we are very concerned about the perception that our call centre is giving out incorrect information, specifically in relation to the Labrador ferry service."

There have been reports that tourists have been receiving incorrect information when calling the Tourism information line, in regards to sailing times on the ferry service to Labrador. This service is offered by Labrador Marine Services Inc., who has a contract with a call centre, which is the same service used by the Department of Tourism, Culture and Recreation. Officials within the department have been in contact with Labrador Marine Services Inc. and are confident that the processes in place are being monitored to ensure quality service. Through Labrador Marine Services Inc., which is a part of the Woodward Group of Companies, information on the vessel service, including sailing times, is updated daily with the call centre.

In addition, tourists can access this information in several other ways. Clients can call the terminal directly where an updated recording lists all vessel information. As well, local radio stations are given daily updates on sailing information and the information is available at visitor information centres across the province. Both Labrador Marine Services Inc. and the department are committed to ensuring that the best possible processes are in place, which includes internal audits of the call centre whereby "mystery calls" are placed by fictional tourists to monitor the quality and accuracy of information.

"The Labrador ferry service had a rough start this year as the start-up date was delayed due to vessel maintenance, and then of course there are times when the vessel is delayed due to inclement weather," said Furey. "This has resulted in some cancelled runs and capacity problems, but things are running much more smoothly now. I have every confidence that Labrador Marine Services Inc. is working with the Tourism Newfoundland and Labrador information line to ensure that clients are provided accurate information."

Furey also suggested that tourists confirm their sailing information right up to the day they are travelling, by taking advantage of the toll-free lines, visitor information centres, radio up-dates and by calling the terminal directly. This will help to ensure that tourists and the travelling public avoid problems and have a positive experience.

Media contact: Elizabeth Matthews, Communications, (709) 729-0928.

2000 07 21       11:55 a.m.