“I can’t give everyone everything they want all the time, it’s a job of balancing competing demands” – that’s from Wightlink’s new Chief Executive, Katy Taylor, who has sat down for her first interview with Island Echo this week answering questions honestly on her impact to date, plans for the near future and the Island’s falling visitor numbers.
Katy now heads up the cross-Solent operator having developed years of experience with the likes of Go-Ahead Group (the parent company of Southern Vectis) and Southern Water.
Appointed in August this year, Katy has already implemented a number of changes in her first 4 months in post as she looks to turn the ship around, excuse the pun. She has already begun a more collaborative approach to how the company operates and says she believes that the way you get things done is through your people.
To date, Katy says she has been engaging with stakeholders and customers more and making sure she is visible, all whilst looking at the company’s people engagement strategy. She has been honest in saying that she recognises that disruption communication needs improving as it is not always as robust and rigorous as it could be.
The refurbishment of the Fastcat waiting room at Ryde Pier Head, the refreshing of signage and the introduction of gluten-free meal options onboard the ferries are also quick-fix changes implemented by the new Chief Exec over the past 16 weeks.
Talking about how her appointment is going to benefit the local community, Katy has told Island Echo:
“We are not a ferry business, we are a people business because fundamentally we can have the nicest ships in the world, but they’re not going anywhere unless we’ve got the right people running them efficiently, making sure they run on time, making sure our passengers are getting on, that they’re safe and all of those things.
“I hope I’m bringing a real people-centred sort of focus to the business, in terms of how our colleagues work and operate. A people-centred business is also in terms of our customers and making sure they’re at the heart of everything we do. All of our conversations are around if we’re going to do this thing, is that ultimately going to be the right thing for the customer?
Article continues below this advertisement “As part of that as well, we are being more open and transparent and collaborative with our communities. We’ve met with Wightlink User Group, I’ve met with all of the MPs, the council and have just been much more involved listening and finding out – having conversations and saying well what can we do, what can’t we do?
“I can’t do everything, I can’t give everyone everything they want all the time. It’s definitely a job of balancing competing demands but I will have that conversation and then I’ll have it transparently and I’ll explain where we are.
“I hope I’m bringing sort of a different sense of openness, a sense of collaboration, and a sense of really sort of focusing on what it is that the people, be they the communities, be they our customers or our colleagues, need in order to make the whole thing successful”.
Last month, Island Echo reported on how Summer visitor numbers had fallen by more than 25% in just 5 years, something Katy says she has already recognised and is being reflected in Wightlink’s revenue.
Rather openly, Katy has said:
“It is as much a problem for us as it is a problem for the Island. Because if you haven’t got people coming to the Island, then you haven’t got people using our services. So, we are totally aligned on this.
“We have a very large, fixed cost base in terms of our people, our ships and infrastructure. So we need a certain amount of revenue to cover those costs.
“This should not be a, it’s your fault, it’s your fault. We all need to work together to fix this. So one of the things we’ve been talking to Visit Isle of Wight quite a lot about is actually doing some research to really understand why people aren’t coming to the Island. Why has that number dropped by that amount? And the reality is, at the moment, no one can actually point to any research that says we’ve spoken to customers who have chosen not to come about why they’ve not chosen to come.
“Now, my sense would be there’ll be a number of reasons. If ferry prices is part of that, then we will absolutely have a conversation about what we can do. But my sense will be it will also probably be a bit about accommodation. And the other point is attractions. Actually, have we got enough attractions to attract different demographics of customers?
“I have spent quite a lot of time with the MPs, with the Chamber of Commerce, with Visit Isle of Wight and the Council trying to say, actually, what can we do together? Because it benefits us as a business, it benefits you as a community, and tourism is 30% of the Island economy…
“So it’s a really big problem to the Island and yet no one really seems to be taking it that seriously”.
Looking ahead, driving visitor numbers is a key priority for Wightlink over the next 6 to 12 months.
Katy explains:
“That’s got to be where we’ve got to focus our time and energy because fundamentally, if we don’t drive revenue into the business, then we don’t have the levers with which to do anything else. So that’s definitely going to be my focus.
“I spoke to the Chamber of Commerce this morning and we all talked about the fact that you’ve got an ageing population on the Island. What can we do to make the Island more attractive, more broadly, both for visitors, but then obviously in the longer term?
“I do push back at being called a barrier to people on the Island. We are not the barrier, the Solent is your barrier, we are your enabler. Now, can we do more or less, and there are different ways we can do that, absolutely, and I’m super open to any ways we can do that”.
When probed on the anticipated new 100% electric car ferry, which was first mooted in October 2021, Katy remained tight-lipped but suggested news may be forthcoming in Spring 2025…
Myself, if I had been employed by Southern Vectis or Southern Water I would keep quiet about it; having got Wightlink in her stable then that only leaves Red Funnel and the Council to make a Royal Flush of despised, money grabbing organisations. Wightlink are mortgaged up to the hilt so that’s your problem servicing the huge debts that the company has; nobody asked the current owners to pay way more than the company was worth. Everything else is purely down to the excessively high prices that Wightlink charges to service those debts so don’t come the all innocent. I would use the ferries more but the exorbitant cost puts me off.Wightlink problems are down purely to the financing method used to buy the company. The regular price increases from an already high base put off the casual one-off traveller and if you fail to realise this you are in the wrong job.
Quote “So it’s a really big problem to the Island and yet no one really seems to be taking it that seriously”.
You’re delusional. We all know what the problem is and at risk of repeating myself it is the method used to finance the purchase the company and the high fares charged to service that debt. Please stop insulting those of us who have had to use your services for years because there is no alternative.
Ms Taylor is focussed on tourism even to the extent of implying that visitors aren’t travelling to the island as there is “an ageing population”
Perhaps she could consider that this ageing population may have the disposable income to use the ferries for trips to the mainland but simply won’t pay the extortionate costs involved.
My trips to the mainland have dropped from an average of 30 crossings a year (including car and passengers purely for recreational trips) to only two crossings in 2024.
She clearly does not recognise what the Island has to offer. If she listened and spoke to those who provide accommodation it would be clearly from reports that booking are 30% down with cancellations due to the cost of the ferry journey. Yes there maybe fixed costs but when you see two different prices on the website within minutes of each page loading it begs to question whether a full investigation by Trading Standards is required due to Wightlink’s breach of fair trading. They are, as is Red Funnel responsible for the reduction in visitors. This then has had a knock on effect on the Island businesses with demand down meaning these are no longer viable and therefore close. A good example of how two companies alone can destroy the Island’s tourist industry
Why would people want to visit the island.
Most expensive Ferry fares in the world per mile.
Parking charges on the island 24/7 364 days a year
WHERE ELSE IN THE COUNTRY DO YOU HAVE TO PAY £2 TO PARK AT NIGHT!
20p, 40p or 50p to use toilets.
The island is going down hill, so many businesses
have and WILL close down.
Also speeding on the island is out of control