New measures aimed at improving the way the quality of airport, harbour and marina services are monitored have been proposed by the island’s competition regulator.
The Jersey Competition Regulatory Authority has published a draft decision setting out an updated quality of service framework for Ports of Jersey.
The proposed system would replace the framework introduced in 2018, with the JCRA stating services and customer expectations have changed since then.
The new measures would place greater emphasis on customer experience and outcomes, covering areas including accessibility, customer feedback, security waiting times, baggage delivery, ferry performance and marina services.
The JCRA regulates pricing and quality of service standards for Jersey’s port operations, with reporting intended to provide transparency and accountability.
Peter Hetherington, the JCRA’s chief economist, said: “Quality of service reporting is an important tool for promoting transparency and accountability in the delivery of Ports’ services.
“The proposed framework places a stronger focus on customer experience and reflects how services have evolved since the current arrangements were introduced. We encourage stakeholders to review the proposals and provide their views.”
Ports’ chief operating officer Stephen King added: “We welcome the opportunity to refresh Ports’ Quality of Service reporting to better reflect our focus on customer service and value.
“The proposed measures are more customer-centric, concentrating on the outcomes that matter most to passengers and freight customers, while adopting industry best practice measures where relevant. Alongside the published Quality of Service reports, passengers can also see customer experience data on our website and on screens in the airport terminal.”
Stakeholders have until 6 November 2026 to comment on the proposals.
