Customer Experience

Our customer experience can be summarized as professional, non-discriminatory and of public interest. It follows the below process:

  • Arrival

    The client arrives at our reception gate and is directed to the ticketing booth where our ticketing clerks greets and welcomes the client;

  • Service Enquiry

    The client introduces self and indicates the nature of service needed according to the price chart;

  • Payment

    The client pays through the displayed mpesa paybill and a confirmation message is received;

  • Receipting

    The client is then given a receipt and is directed to the waiting bay;

  • Waiting Bay

    At the waiting bay the client has access to seats, TV services, Soft drinks at cost, and sanitation services. The client can also make enquires while at the yard;

  • Parking Bay

    Those with motor vehicles and trucks are directed to a parking yard

  • Cargo and Vehicle Checking

    At 30 minutes to departure, the motor vehicles and cargoes are checked and directed for parking at the deck;

  • Passenger Security Check

    Passengers are also checked and directed to the passenger cabin of the route vessel

  • Safety Procedures

    Our clients are then taken through a safety procedure through a Public Address System;

  • Preparation to Cast Off

    Hooting is done at intervals indicating preparedness to cast off;

  • Onboard

    Once onboard, the deck officers and crew take routine surveillance and are available to direct clients as appropriate