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IN THIS ISSUE Remembering Ray Whitehead Page 2 - BU B¦kc Rucc Page 3 - !

ntcrmcd¦utc Fcrry Page 5
Queen of Alberni Returns Page 6 - 5ufcty Lpdutc Page 8 - Icw Vcssc¦s to Fromotc U¦ymp¦cs Page 11
Lukc Fo¦nt´s Ann¦vcrsury Page 12 - B Wutch Fruud 5quud Page 14 - Iuv¦qutc thc BU Fcrr¦cs Wor¦d Page 15
Uurccr Lcvc¦opmcnt Froqrum Page 17 - 5nupshots Around thc F¦cct Page 18
THE WAVE
SUMMER 2007 BC Ferries' Employee Newsletter
story on page 3 BC BIKE RACE 2007
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It is with fond memories that we remember
Ray Whitehead, who served on BC Ferries’
Board of Directors as the nominee of the
BC Ferry & Marine Workers’ Union from
June 24, 1998 to June 11, 2007.
During his time with BC Ferries, Ray was
an active and enthusiastic member on a
variety of Board committees and served
on the Boards of the B.C. Ferry Authority
and BC Ferries’ subsidiary, Catamaran
Ferries International Inc. Ray’s extensive
service and contribution to BC Ferries
have been invaluable to the evolution of
the company.
Prior to his appointment to the Board of
BC Ferries, Ray was a former Regional
Director of the Canadian Union of Public
Employees in B.C., responsible for the
administration of the main office and nine
regional offices throughout the Province.
With more than 30 years experience
in the labour field, Ray had extensive
involvement in negotiating collective
agreements both provincially and
nationally. He was past Treasurer of
Branch 263 of the Royal Canadian
Legion and was a member at large
of that organization. Ray also sat
on the Board of Directors of the
British Columbia Safety Authority.
Ray is deeply missed and remembered
for his kindness, dedication, wit and
commitment to his family, friends and
colleagues.
RAY WHITEHEAD
JANUARY 15, 1941
– JUNE 11, 2007
IN MEMORIAM
Patricia Abbott passed away
on May 10, 2007. Patricia
joined BC Ferries on June 24,
1981 and worked as a Cashier,
Hospitality Services at Long
Harbour prior to going to long-
term disability in 1993. We send
our condolences to Patricia’s
family and friends.
Captain Robert (Bob) Ashmore
passed away on April 15, 2007.
Bob began his career as a mate
with the Black Ball Ferry System
in 1957 and retired as a captain
from BC Ferries in 1980 after
working for many years on the
Bowen Queen out of Horseshoe
Bay. We send our condolences
to Bob’s family and friends.
Jonathan (Johnny) Bennett
passed away on June 3, 2007.
Johnny began his 23-year career
with BC Ferries in 1964, working
as a deckhand and second mate
at Long Harbour and as first
mate at Fulford Harbour. We
send our condolences to Johnny’s
family and friends.
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IN MEMORIAM
Ernie Kiss passed away on
April 14, 2007. Ernie started
with BC Ferries in 1985 and
retired in January 2000 as
an engine room assistant
based at Alert Bay. Ernie was
a colourful, resourceful and
generous individual who leaves
many friends both at BC Ferries
and in the community of Alert
Bay. We send our condolences
to Ernie’s family and friends.
Reg Parsons passed away on
June 4, 2007 after a lengthy
illness. Reg joined BC Ferries
in 1984 as a painter at Swartz
Bay and held that position until
his retirement in 2004. Reg was
a dedicated employee who was
well thought of by his coworkers
and will be remembered fondly.
We send our condolences to
Reg’s family and friends.
Ken Simpson passed away on
March 29, 2007. Ken was a
third engineer on Route 2 until
he retired in January 1995 after
35 years with BC Ferries. We
send our condolences to Ken’s
family and friends.
BC Ferries was a proud sponsor of this year’s BC Bike Race that saw hundreds of cycling
enthusiasts travel from Sooke to Whistler in a seven-day adventure that included travel
onboard BC Ferries. Two lucky employees, Mike Cruickshank, Third Cook, Nanaimo,
and Wayne Neumann, Chief Engineer, Swartz Bay, (pictured on the cover) were
invited to join stage four of the race from the Comox Valley to Powell River, Earls Cove
and Sechelt. Mike and Wayne had a fantastic time and say they were most proud of the
terrific service their fellow employees provided to the competitors. For many, the journey
onboard BC Ferries was the highlight of the event.
BC BIKE RACE 2007
Uuptu¦n Andrc¦ Romunov ´r¦qht) w¦th BU B¦kc Rucc Foundcr und Frcs¦dcnt, Lcun Fuync, on thc
µuccn of Burnuby.
BU B¦kc Rucc purt¦c¦punts d¦scmburk¦nq ut Eur¦s Uovc bcforc bcq¦nn¦nq thc u¦most 60 k¦¦omctrc
r¦dc to 5cchc¦t.
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GREETINGS FROM THE QUEEN
OF TSAWWASSEN
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5un[uy Uuptu, F¦rst Enq¦nccr, prov¦dcd u dctu¦¦cd
¦csson on thc work¦nqs of thc cnq¦ncs on thc
47-ycur-o¦d µuccn of 1suwwusscn.
Lur¦cnc Bo¦sscuu, µuurtcrmustcr, tukcs to thc
whcc¦ onbourd thc µuccn of 1suwwusscn.
Lcrck Uurdncr, Lcckhund, Jcff Lcc, Ass¦stunt Enq¦nccr, 5¦d Johnson, Lcckhund, und Ic¦¦ Bru¦ottc,
Lcckhund wcrc u¦¦ sm¦¦cs on thc br¦dqc of thc µuccn of 1suwwusscn.
“I am writing to thank
Sue Bowen, Second Steward,
Nanaimo; Sasha Perret,
Terminal Attendant, Horseshoe
Bay; and Cale Burns, Customer
Service Attendant, Nanaimo.
I have to use a wheelchair to
get on and off the ferries and
these employees made my trip
onboard the Queen of Cowichan
that much easier by their kind
attention and efforts. Sue and
Sasha made all of the necessary
arrangements, which took the
stress out of my journey. When
I took the return trip a few days
later, there was a wheelchair
waiting for me at the coach
and, once again, Sasha was my
guardian angel. It is people like
these that give your service such
a good name. I know that as
long as you have Sue, Sasha and
Cale to look after people like
me, I will never have any qualms
about travelling on BC Ferries.”
–Nanaimo
“I’ve been in Vancouver for the
last several days for business
and stayed downtown in a well
respected high-end hotel during
my stay. On my return trip, I ate
at the Pacific Buffet and that
meal was the best I had during
my trip and was less than half
the cost of any other dinner I
had. The service and staff were
also fantastic. I don’t know what
you’ve done to achieve such
a great improvement in both
your food and your service, but
perhaps BC Ferries should get
into the land-based restaurant
business!”
–Victoria
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Construction is well underway at Vancouver Shipyards on our
Intermediate class ferry, designated as the replacement for the
Queen of Tsawwassen on Route 7 (Saltery Bay – Earls Cove).
Fabrication of the main hull structure is being carried out at
both VanShip and Vancouver Drydock, with erection taking
place in the adjacent W Building. The vessel’s superstructure
is being fabricated at Victoria Shipyards, where major
outfitting will also be carried out.
All four Niigata main engines passed through factory
acceptance testing without a hitch, as have the Right Angle
Drive units. The main hull construction is scheduled to be
complete by the end of October with the launch scheduled
for early November. Shortly thereafter, the hull will be towed
across to Esquimalt where the superstructure will be fitted in
place. Upon return to Vancouver Shipyards, the outfitting will
be finalized and the systems tested before the vessel undergoes
dock and sea trials prior to delivery in April 2008.
LENGTH OVERALL – 102.40 metres
BREADTH OVER FENDERS – 27.00 metres
DRAUGHT (MAX) – 4.80 metres
PROPULSION SYSTEM – 4 – Niigata Engines/RADs
(4 x 1140 kW @ 750 rpm MCR)
SERVICE SPEED – 14½ knots
VEHICLE CAPACITY – 125 AEQ (including Gallery Decks)
PASSENGER COMPLEMENT – 600
The ship is scheduled to be commissioned into service by the
summer of 2008.
INTERMEDIATE FERRY UPDATE
1hc ncw ¦ntcrmcd¦utc undcr construct¦on ut Vuncouvcr 5h¦pyurds.
For thc most up-to-dutc photos, chcck out thc ¦ntrunct for u ¦¦nk to
¦¦vc wcb cums ut thc sh¦pyurd.
CORPORATE ROWING CHALLENGE
It was a great day at the races for the BC Ferries teams
at the annual Community Corporate Rowing Challenge
Regatta. The eight boat Rock-n-Rowers took the silver medal
in their category, with the quad boat Star Oars taking the
bronze in their division. Training was hard work and there
were lots of aching muscles, blisters and bruises, but it was
the great spirit and teamwork that won the races. The event
was a terrific success with more than 80 teams from around
Victoria competing to raise funds for Dynamic Opportunities
for Youth. Fun was had by all and the BC Ferries teams are
already preparing to take gold next year.
Buck row, ¦cft to r¦qht: !¦¦[u Uo[kov¦c, 5cn¦or App¦¦cut¦on Lcvc¦opcr,
Kc¦¦y U¦¦sso¦d, 1cchn¦cu¦ Anu¦yst, Brucc Kcrk-¬cckcr, 1cchn¦cu¦ Anu¦yst,
X¦nu Kushn¦ruk, !nformut¦on Uoord¦nutor, 1rcvor ¬off, !ntcrnu¦ Aud¦tor,
5hcrccn Vcdum, Mur¦nc Lutu Uoord¦nutor. Front row: Ludck Icsn¦du¦,
App¦¦cut¦on Lcvc¦opcr, Burry Kc¦¦y, Uontructs & 5crv¦ccs, Lor¦ W¦st,
und Fuu¦ Loussur¦un, 1cchno¦oqy !nfrustructurc.
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QUEEN OF ALBERNI’S $40 MILLION UPGRADE
On June 30, the Queen of Alberni returned to service
on the Duke Point – Tsawwassen run after a seven-month,
$40 million mid-life upgrade that included significant
mechanical and safety improvements, as well as new and
improved passenger amenities. The upgrade, which prepared
the vessel for another 20 years of service, included:
· Ncw statc-of-thc-art marinc cvacuation systcm
· Structural firc protcction upgradcs
· Ncw cmcrgcncy gcncrator
· Lpgradcs to hull and structurc
· Main shaft rcfurbishmcnt
· Annual machincry maintcnancc
· Ncw clcvator
· Ncw hcating, vcntilation and air conditioning systcms
· Lpdatcd washrooms
· Expandcd and rcmodclcd gift shop
· Ncw intcrior dcsign and improvcd passcngcr scating arcas
In addition to looking and running great, the ship has a
host of new customer amenities ranging from expanded
onboard food service facilities to a coin-operated shower
for the convenience of long-haul truckers. The new shower
was added after input from our commercial customers, who
utilize this route frequently to move goods back and forth
between Vancouver Island and the Lower Mainland.
$50,000 RAISED FOR KIDSPORT

On June 1, 2007, more than 170 media, corporate and
government representatives participated in the second annual
BC Ferries Media Charity Golf Classic, which raised $50,000
for KidSport™ to help underprivileged children participate in
organized sport. The event provides a unique opportunity to
bring together three distinct sectors of our economy in support
of a very worthy cause—helping kids who might not otherwise
have the opportunity to participate in organized sports.
Ucoff L¦ckson, V¦cc Frcs¦dcnt, Food & Bcvcruqc ´sccond from ¦cft)
[o¦ncd forccs w¦th A¦ ¬ow¦c und Uh¦yoko Kuk¦no, Wh¦tcspot, und
Auron McArthur, U¦obu¦ 1V, to hc¦p ru¦sc $50,000 for K¦d5port¹.
Lcckhunds Brcndun 5omcrs und Rcnc 1om¦[cnov¦c [o¦ncd thc cc¦cbrut¦ons
to wc¦comc thc sh¦p buck ¦n scrv¦cc.
Uush¦cr 5huron Fh¦¦p wus u¦¦ sm¦¦cs us shc prcpurcd for hcr f¦rst sh¦ft buck
on thc ncw¦y upqrudcd µuccn of A¦bcrn¦.
µuccn of A¦bcrn¦ undcrqo¦nq scu tru¦¦s ¦n Junc.
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“I would like you to know about
the VIP treatment I experienced
from your employees. I just
missed the 7 p.m. sailing from
Horseshoe Bay to Departure
Bay, so I locked my car and
walked over to the village. When
I returned I saw that I had
locked my keys inside the car,
so I approached an employee
and told her my problem. The
car is a Miata and proved to
be a real challenge. All of the
Nanaimo bound cars in the lot
were loaded when I saw the
inside latch move. With a quick
thanks I jumped in the car and
was the last vehicle loaded.
About 10:15, I asked the Chief
Steward about our ETA and
told her I didn’t think I would
make the Gabriola ferry. She
got the details of my car and
its location on the deck, and
when I got to my car there was
a deck officer there waiting to
direct me off the ferry. When I
pulled up to the ticket booth at
the Gabriola ferry, I was met
with the greeting “Red Mazda
Miata, so you're the one we've
been looking for!” Please let
the employees know how much
I appreciated their efforts.”
–Gabriola
RICHMOND CELEBRATES
1,000 DAYS WITHOUT A
TIME LOSS INJURY!
On May 22, the Safety, Security and Environment Division presented the
Richmond Regional Safety Committee an Award of Excellence for Workplace Safety
plaque in recognition of 1,000 days without a time-loss injury and outstanding workplace
safety leadership.
The Supply Chain team, consisting of 40 employees who provide purchasing,
warehousing and logistic services to BC Ferries employees, actively promotes safety
each and every day at our Richmond office. These skilled employees are involved in
the safe handling of commodities, dangerous goods and large vessel components, as well
as the operation of a range of mobile equipment, including high-capacity forklifts and
heavy-duty trucks.
After the Richmond Regional Safety Committee identified the need to increase
awareness of safe working practices and time-loss incidents, Committee member
Mark Gazzola, Technical Storesperson, suggested the creation of a time-loss safety
notice board. Today, an electronic ‘Days Without a Time-Loss’ sign resides in the main
entrance at the Richmond office. As of the end of June, Richmond had achieved 1,000
days without a time-loss incident, with the last recorded time-loss incident occurring
in July 2004.
Congratulations to the Richmond employees for their achievements and commitment
to safety. Please contact your Regional SSE manager or safety officer regarding your
departments’ safety achievements or visit the SSE site on the intranet.
Front, ¦cft to r¦qht: Uury Ucrc¦n, 5ufcty Uff¦ccr, 5outh Uoust, Uury McBr¦dc, 5ufcty Rcprcscntut¦vc,
5upp¦y Uhu¦n, M¦chuc¦ Uruhum, 5ufcty Rcprcscntut¦vc, 5torcs, Kuryn 5uvuqc, Rccord¦nq 5ccrctury,
Luv¦d 5hurpc, Uo-Uhu¦r 5J5¬U, 5upp¦y Uhu¦n, Burry Bcck, 55E Munuqcr, 5outh Uoust. Buck row: Murk
Uuzzo¦u, Uo-Uhu¦r 5J5¬U & 1cchn¦cu¦ 5torcspcrson.
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OCCUPATIONAL SAFETY
& HEALTH UPDATE
“My wife and I travelled from
Horseshoe Bay – Nanaimo last
week and saw a vest in the
Gift Shop that we liked, but
decided to wait to purchase it on
our return to Nanaimo. As luck
would have it, the next week
we were on a different boat
and the Gift Shop did not have
the vest in the colour or size I
needed. I asked the lady at the
register if there were any other
vests on the ship. She said that
there may be some in storage
and that if I came back before
the crossing reached Nanaimo
she would check during her
break and let me know. When
I checked with her she informed
me that there were no other
vests in storage, but that if I
left her my name and phone
number she would have someone
check with the supplier and get
back to me. Yesterday afternoon
we got a call from BC Ferries
that a vest had been obtained
and that it could be picked up
at the administration office at
Departure Bay. I can’t thank
the Gift Shop staff and anyone
else involved in this enough.
The service from all involved
was above and beyond the call.
Please thank these folks for me.
Great job and great service!!!!!”
–Nanaimo
In Canada, a worker is injured on the job every 9 seconds, every day. With the
participation of industry, labour and educational organizations, our goal is
to reduce our time-loss injury rate in the workplace by 25 per cent over five years.
Frov¦d¦nq cmp¦oyccs w¦th
ucccss to ¦nformut¦on ¦s
un ¦mportunt componcnt
of our sufcty ut work strutcqy:
THE RIGHT TO KNOW
÷ ubout whut huzurds thcrc
urc ¦n thc workp¦ucc und
whut prccuut¦ons must bc
tukcn to prcvcnt ¦n[ur¦cs
from thcsc huzurds.
THE RIGHT TO PARTICIPATE
– in safety and health
uct¦v¦t¦cs und comm¦ttccs
¦n thc workp¦ucc.
THE RIGHT TO REFUSE
÷ work thut onc rcusonub¦y
bc¦¦cvcs cun bc dunqcrous
to oncsc¦f or othcrs.
FIRST AID ATTENDANT’S AUTHORITY
The first aid attendant has the authority to act and take charge when a person is
injured and requires medical attention. This authority is established by the WCB in
Occupational First Aid Regulation 24.
IN 2006–07, THERE WERE
1,450 EMPLOYEE INJURIES
REPORTED AT BC FERRIES.
KEY PRIORITIES:
· Education and awarcncss of safc
work practices
· Prcvcnting workplacc injury and illncss
· Improving bcncfits for thosc who arc
injured at work and supporting an early
return to work with modified duties
20% head/neck/shoulder
17% back/spine/chest
10% arm
31% hand/wrist
15% leg/hip
6% foot/ankle
1% other
FACTS
The body parts that a worker is most
likely to injure are:
· hands and wrists, spccifically thc fingcrs
Almost one of every three workplace
injuries is hand-related (31%).
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“In April, I attended a sea burial
on the Powell River Queen just
off Quadra Island. I want to
thank Captain Gord Nettleton,
Mari ne Superi ntendent ,
Nor thern I sl ands, and
Captai n Wayne Maxted,
Senior Master, for assisting
with the arrangements and
conducting such a moving
service. Captain Maxted met
us on dock in full dress uniform
with a bouquet of flowers for
the mother of the deceased,
escorted us onboard and made
us welcome. When the time
was right, he had the ferry
stopped and consigned the
ashes to the sea. It didn’t take
long, but the compassion offered
by the captain and the deckhands
was above and beyond the
duties of running a ferry. Please
commend the staff members
who provide this personal and
compassionate service to the
public. Thank you.”
–Powell River
“I would like to say that your
onboard gift shop has gone from
okay and interesting to new
stratospheric highs in retailing
in the past few years. The focus
on ‘Made in Canada’ goods, as
well as made locally in BC, has
really caught my attention. The
product selection and displays
are very creatively done. Keep
up the good work and give a pat
on the back to whoever has the
job of keeping the store products
current and fresh looking.”
–Vancouver
INJURIES ARE UP
16%
REGION 2005–06 2006–07
Admin./DPMI 4 5
North Islands 35 36
South Islands 38 34
North 9 16
Central 74 96
South 97 111
TOTAL 257 298
INCREASE
WCB INCIDENTS BY REGION
SAFETY, SECURITY & ENVIRONMENT IS NOWONLINE!
For details and up-to-date information about injury statistics for your point of
assembly, visit the Safety, Security & Environment site on the Operations Division
pages on the intranet.
BUILDING A SAFER WORKPLACE
THROUGH TEAMWORK
Our Occupational Safety & Health team, which is here to help all of us create
a safer workplace, is responsible for a range of OSH-related matters, including:
· advising managcmcnt and safcty committccs on WCB, 1ransport Canada
and Fleet Regulations regarding occupational safety and health;
· managing all WCB Claims,
· crcating safcty guidclincs and OSH information bullctins,
· cnsuring accidcnts arc propcrly capturcd and rcportcd, and
· rcporting to managcmcnt on mattcrs rclating to occupational safcty and hcalth.
Visit the OSH site on the intranet to read more about our OSH team, who is
responsible for what and how you can make a difference in creating a safer workplace!
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“We travelled onboard the
Queen of Cowichan as foot
passengers. My wife’s arthritic
knees make it difficult for her to
walk any distance. The employee
in the ticket booth showed
genuine concern for our welfare,
ordering up a wheelchair and
assuring us that the ferry would
not depart without us. The
crew member who accompanied
the wheelchair was equally
attentive to our needs. Smiling
and cheerful, she treated us like
we were the only passengers on
the ferry. Our sincere thanks to
both of them.”
–Courtenay
“This evening, I drove my
daughter and her cousin to
get the 9:15 p.m. sailing from
Horseshoe Bay to Langdale.
I missed the village exit
and instead ended up at the
tollbooth. The staff member
inside the tollbooth listened as
I apologized for my stupidity
and then directed me to go
down lane 1 and the ferry staff
at the bottom of the hill would
direct me back around. They
did, and they were polite and
friendly. Thank you and please
commend the staff at Horseshoe
Bay, particularly the girl in the
tollbooth for Langdale, for their
exceptional service.”
–West Vancouver
THE COUNTDOWN IS ON
FOR COASTAL CRUISING!
It was an historic moment for BC Ferries and a time of great pride for all of us when the
Coastal Renaissance was launched on April 19. The bridge decks have been added to the
vessel and the countdown is on for the ship to set sail and begin its exciting journey from
the shipyard in Germany to its new home in Departure Bay. While the steel production
is complete, extensive insulation, painting and piping work is continuing. The vessel is
in the outfitting stage where the interior of the vessel is being completed. Some of the
interior work, such as finishing work on flooring and the installation of wall panels,
stainless steel counters and bulkheads, has already been completed.
Construction of the Coastal Inspiration is also in full swing with 100 per cent of the
steel modules completed and being assembled in the erection shed. The BC Ferries team
is hard at work during the pre-outfitting stage where they are called upon to conduct
detailed inspections of connections of steel sections. The third ship, Coastal Celebration,
is in the fabrication stage, with the keel laying scheduled for late August.
1hc Uoustu¦ Rcnu¦ssuncc ¦n cur¦y Junc.
1hc cnq¦nc contro¦ room on thc Uoustu¦ Rcnu¦ssuncc.
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“I would like to commend one of
your staff, Margaree Porteous,
Senior Chief Steward,
Nanaimo, who went above and
beyond to return a memory stick
to my research centre. There
was much valuable information
on the stick and we were very
appreciative to have her call
and then mail the stick to us. I
have always had good service on
BC Ferries and I would like
to see Ms Porteous recognized
for her excellent customer
service.”
–Campbell River
“I just wanted to thank you for
the excellent service I received
several weeks ago. Early in the
morning, my father underwent
emergency surgery. My sister
phoned at 6 a.m. to tell me
I should come immediately as
the next few hours were critical.
I arrived at the terminal
15 minutes to 7 a.m. and the
ferry was full. When I asked
the ticket agent if there
were provisions for medical
emergencies she did not
hesitate. She phoned ahead to
the loading staff and directed
me to the assured loading
line. I arrived at the hospital
and spent the next few days
waiting for my father to turn the
corner. I am happy to say he
is home and recuperating, but
those extra few hours made
a huge difference to me and
my family. Please let your staff
know how much I appreciated
their assistance and compassion
that morning.”
–Victoria
Our three new Super C-class ferries
will deliver a special invitation to the
2010 Olympic and Paralympic Winter
Games when the ships begin sailing
from Europe to British Columbia this
fall. The Coastal Renaissance, Coastal
Inspiration and Coastal Celebration
will be wrapped with massive photo-
graphic images and branding colours
representing the 2010 Winter Games
and the beauty of British Columbia.
The wrapped ships will sail from
Flensburg, Germany through the
Panama Canal to British Columbia,
with promotional stops in London, Los
Angeles, San Francisco and Seattle to
raise awareness for the 2010 Winter
Games and promote British Columbia
as a tourism destination. The Coastal
Renaissance will be unveiled with its
2010 Winter Games livery in Flensburg
on September 21 and will arrive in British
Columbia in mid-November. The ship
will enter service in January 2008, with
the remaining two vessels, the Coastal
Inspiration and the Coastal Celebration,
joining the fleet by the summer of 2008.
We are proud to have joined forces with
the Vancouver Organizing Committee
for the 2010 Olympic and Paralympic
Winter Games and 3M Canada to design
and create these giant decals—the largest
marine application of printed graphics
ever undertaken. The decals will be
produced in Vancouver and applied at
the shipyard in Germany.
NEW VESSELS TO PROMOTE
2010 OLYMPIC GAMES
A¦¦ thrcc 5upcr Us w¦¦¦ bc wruppcd w¦th photoqruph¦c ¦muqcs und brund¦nq co¦ours cuptur¦nq thc bcuuty
of B.U. und rcprcscnt¦nq thc 20l0 W¦ntcr Uumcs.
11193 BCF.Wave.Summer07.indd 11 8/1/07 10:28:12 AM
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DUKE POINT CELEBRATES TEN
YEARS IN BUSINESS
“I would like to comment on
the wonderful help we received
from Phil Jones, Senior
Chief Steward, and Customer
Service Attendants Darren
Ko and Danielle Pfeifer. We
were passengers on Spirit of
Vancouver Island departing
Vancouver at 21:00 and needed
help as our final destination
was Campbell River, which was
a problem at that hour of the
night. All your staff onboard
were terrific, but especially
those named as they went
beyond the call of duty to solve
our problems. Danielle and
Darren drove all four of us all
the way to Campbell River after
the ship docked at 10:45. They
didn’t get home until around
6:30 am the next morning as it
was a very long drive. We are
extremely grateful and cannot
say thank you enough. They are
a credit to your company.”
–Australia
“I would like to take a moment
to thank the loading/unloading
crew for their help in putting
us at ease on our first ferry
trip with our 32 foot RV.
We were quite apprehensive
about getting on and off the
vessel, but starting with the
ticket agent right through to
offloading, we were treated
with patience and guidance. The
B watch crew from Little River
are the best. We have always
been treated to their friendly
and cheerful service.”
–Powell River
“Offering free burgers and hot dogs at Duke Point
on the 10th anniversary was a fantastic surprise. The
sense of accomplishment and pride came through
loud and clear from all the staff. As a ferry traveller
for 38 years, this ‘share our success offering’ was
wonderful! Good on whoever came up with the idea.”
–Nanaimo
There was fun to be had on June 15 as employees and customers joined together to
celebrate the tenth anniversary of Duke Point terminal.
Chefs including David L. Hahn, President & CEO, Mike Corrigan, Executive Vice
President & Chief Operating Officer; Manuel Achadinha, Vice President, Terminal
Operations; Captain Andrew Poole, Marine Superintendent, South Coast; and Terminal
Managers Jay Whitlaw and Melanie Lucia served up complimentary burgers, hot dogs
and soft drinks throughout the afternoon.
DID YOU KNOW?
The route between Tsawwassen and Nanaimo was first established in 1991 and was
operated from our Departure Bay terminal prior to the opening of the Duke Point
terminal in 1997. Service between Tsawwassen and the mid-Island is a route favoured
by commercial customers as the early morning sailing allows truckers to get a jump-
start on the day. Since 1997, more than 13.9 million customers and 5.7 million vehicles
have travelled through Duke Point terminal.
1crm¦nu¦ Munuqcrs Juy Wh¦t¦uw und Mc¦un¦c Luc¦u scrvcd up burqcrs und hot doqs to our customcrs und
crcws us purt of thc Lukc Fo¦nt unn¦vcrsury cc¦cbrut¦ons.
11193 BCF.Wave.Summer07.indd 12 8/1/07 10:28:14 AM
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“On behalf of the Sidney &
District Cane Club, we would
like to thank your excellent
staff for the assistance they
gave our group of visually
impaired members and their
guides during a trip onboard the
Queen of Cumberland. All of the
employees made our trip very
easy and delightful.”
–Sidney
“My 77-year-old friend from
Singapore and I took the ferry
from Vancouver to Nanaimo.
She felt the walk to board the
ferry was too much for her so
I asked if she would like me to
wheelchair her off the ferry. We
were then walking by a group of
your staff who were waiting to
disembark because they were off
shift. Julie Johnson, Customer
Service Attendant, Nanaimo,
heard my question, caught up to
us and asked if she could help
get a wheelchair for us. She did
and even wheeled my friend all
the way to the terminal. This
was definitely beyond the call of
duty. We are so touched by her
gesture. My friend was thrilled
because she had dreaded the
walk out. Julie certainly saved
her a lot of pain and exhaustion.
Thank you, Julie, for caring
and being special and thank
you management for selecting
wonderful people like Julie
to be on staff. We are truly
grateful!!”
–Vancouver
Amur Johu¦, L¦rcctor, 5u¦cs & Uommun¦ty Rc¦ut¦ons ´r¦qht) und Fcrd Lumcns, Equ¦pmcnt Upcrutor,
1suwwusscn, kcpt customcrs huppy und wc¦¦ fcd throuqhout thc duy.
Rct¦rcd cmp¦oycc Ruy Bus¦nq [o¦ncd ¦n thc
cc¦cbrut¦on w¦th Jcunnc Wutt, 1crm¦nu¦ Attcndunt,
Lukc Fo¦nt.
Burbccuc mustcr M¦kc Uorr¦qun, Exccut¦vc V¦cc
Frcs¦dcnt & Uh¦cf Upcrut¦nq Uff¦ccr.
11193 BCF.Wave.Summer07.indd 13 8/1/07 10:28:16 AM
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“Thanks to everyone who helped
me fulfill my husband’s wish to
have his ashes scattered at sea.
My husband and I have fished in
BC waters for more than 30 years.
Thanks to Mary Anne Foote,
Administrative Assistant,
Marine Superintendent, who
was so gentle and kind to my
daughter and helped out greatly
to bring the service to fruition.
When we arrived onboard the
Queen of Vancouver, Captain
David Milligan met us and
was so gracious to our party
of seven. He helped make the
moment so much easier and
made us feel so secure. We truly
appreciated his caring, empathy
and attentiveness to our needs.
Also, Chief Officer Richard
Wong was so helpful and saw to
it that we were escorted down to
the car deck for the scattering
of ashes service. His patience
and help were an immense
relief as we didn’t know what
to expect. Please convey our
heartfelt thanks to all involved
and to BC Ferries for providing
this great service.”
–Langley
“The staff at the Prince Rupert
Terminal are awesome. When I
travelled last month I was helped
by one of the nicest women I
have met in my dealings with
BC Ferries. She is deserving of
5 stars.”
–Prince Rupert
THE B WATCH FRAUD SQUAD
The use of stolen, cloned or fraudulent
credit cards is a risk for any retail
operation. BC Ferries is not immune to
this activity and relies on its cashiers and
ticket agents to be vigilant and to scrutinize
credit cards tendered for purchases. The
B Watch, Queen of Cowichan, catering
crew stands out as been particularly
successful in recovering a number of bad
credit cards.
In March, Gift-shop Cashier Cindy
Pleasance was suspicious of a credit
card being used by a customer. Cindy
alerted Sheila O’Neill, Chief Steward,
who contacted the credit card company
for an authorization. It was determined
the card was indeed fraudulent and the
credit card company asked that the police
be called. The customer was paged and
returned to the Chief Steward’s office
where he was met by a uniformed RCMP
member who happened to be onboard.
The customer attempted to avoid being
nabbed by throwing his wallet and
identification overboard. Nonetheless, he
was arrested and taken ashore where he
was subsequently charged with forging
a credit card. Scotia Bank, the issuer of
the credit card, recognized the efforts
of Cindy and Sheila and issued each
employee a cheque for $100 for a job well
done. Congratulations, Cindy and Sheila!
Cashiers and ticket agents recover many fraudulent credit cards using a process known
as a Code 10 Authorization. A phone call to the credit card issuing agency will confirm
the validity of any suspect card. Our company has an internal program in place to reward
cashiers and ticket agents with a gift certificate in the amount of $50 for each card
recovered. Thanks to all employees for your continuing efforts in identifying perpetrators
of this crime and contributing to the reduction of revenue losses.
BE PART OF THE FRAUD SQUAD
Mcmbcrs of thc B Wutch cutcr¦nq crcw onbourd thc µuccn of Uow¦chun: U¦ndy F¦cusuncc, 5hc¦¦u U´Ic¦¦¦,
Kc¦¦¦c U¦¦nt und L¦su Uruvcn
11193 BCF.Wave.Summer07.indd 14 8/1/07 10:28:17 AM
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Are you familiar with enCompass? If not, you’re missing
out on a fantastic one-stop shopping experience where you’ll
find lots of great information to help you in your day-to-day
activities. While the enCompass site was originally designed
to make the busy and fast-paced lives of the customer
service employees a little easier, the result is a great resource
bank for the rest of us.
Zoe King, Manager, Customer Service Centre, along with
Customer Sales & Service Representatives Erika Lax and
Dave Kotorynski, led the Customer Service team on a
page-by-page review of the old reference pages to develop
new pages that would improve access to information for
the service centre group. Together, the entire Customer
Service team participated in the content reviews and design
feedback.
Roberta Chartier, Manager, Customer Service, says she
is “very proud of enCompass and the role that it plays in
providing the Customer Service representatives with easy to
find, consistent information. I am equally delighted that it
provides a resource to many other departments of
BC Ferries. By collaborating with our partners in other
areas of the company, we are ensuring that the same
information is accessible to everyone simultaneously.”
Visit enCompass to find links to fares, schedules and
current conditions, policies and procedures, exchange
rates and conversion calculators, ship dispositions, current
promotions and partnerships, route maps, terminal contacts
and much, much more.
If there is information that you would like to see on
enCompass or if you have suggestions for improvements,
click on the feedback link on the left side of the page to send
your comments directly to the Customer Service team.
VISIT ENCOMPASS AND NAVIGATE
THE BC FERRIES WORLD!
BC FERRIES TAKES SIX TRIPLE O AWARDS!
On June 19, 2007, BC Ferries was a big winner at the
2007 White Spot Triple O awards banquet, taking home
six awards for the evening. The Spirit of Vancouver Island,
Spirit of British Columbia, Queen of Oak Bay and Queen of
Cowichan all received sales recognition awards for passing the
$1,000,000 level in burger sales, while the catering crew on
the Queen of Surrey won the Highest Standard of Operations
award for 2006/07. In addition, our BC Ferries Test Kitchen
received special recognition for their work over the year.
Congratulations to all the employees involved for their
outstanding work!
From Left: Zoe King, Manager, Customer Service Centre, along with Customer
Sales & Service Representatives Dave Kotorynski and Erika Lax, were
instrumental in the design of enCompass.
Hans Zimmermann, Manager, Food & Beverage (centre), with
Warren Erhart, President, White Spot, and Leah Norton, Director
of Triple O’s, accepted the special recognition award on behalf of the
BC Ferries Test Kitchen.
11193 BCF.Wave.Summer07.indd 15 8/1/07 1:12:56 PM
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“We would like to send a huge
thank you to the captain of
the afternoon shift on the
Bowen Island ferry. On our
departure, he encountered
approximately 40 sail boats that
he had to manoeuvre through.
His patience and experience
were commendable. He waited
until there was an opening and
then proceeded to make his way
through at a very cautious pace
without using any horns. Please
pass this thank you along from
the Bowen Island Yacht Club.”
–Bowen Island
“I was travelling to Victoria with
a group of 48 seniors to see the
Titanic Exhibit. One of the ladies
in our group was celebrating her
92nd birthday. On our return
trip from Swartz Bay, we went
to the buffet and I mentioned to
Kevin Lee, Customer Service
Attendant, Swartz Bay, that
it was my friend’s birthday.
He sat us at a very nice table
and brought over a tablecloth
and a wine glass for her water.
Later, he brought over a special
cake. I have travelled all over
the world and have never seen
anyone do more. Kevin was just
wonderful and the birthday girl
was thrilled! I just wanted you
to know what a wonderful young
man you have as an employee.
Please convey our appreciation
to Kevin.”
–White Rock
This summer, in conjunction with Parks
Canada, we’re providing an expanded
Coastal Naturalists program onboard more
than 1300 sailings between Tsawwassen
- Swartz Bay and Horseshoe Bay -
Departure Bay. The program, which was
first introduced last summer, provides
memorable experiences that both educate
and inspire passengers as they travel
through the southern Strait of Georgia
and Gulf Islands region.
Using the outstanding local scenery, their
own creative talents and a variety of props,
nine coastal naturalists will host thirty-
minute educational presentations on the
outer decks of the vessels. Passengers will
learn about:
s 4HENATURALENVIRONMENTOFTHE'ULF
Islands, its Mediterranean-like climate
and the unique species of plants and
animals that live here.
s 7HALESANDOTHERMARINELIFENOTALWAYS
visible from the surface of the water.
s 4HEHISTORYOFNAVIGATIONLIGHTHOUSES
and settlement in the islands.
s 2ECREATIONALOPPORTUNITIESINTHE
Gulf Islands and beyond.
The presentations also highlight the
Gulf Islands National Park Reserve, one
of Canada’s newest national parks, and
other protected areas. Operated by Parks
Canada, Gulf Islands National Park
Reserve includes many pieces of land
spread over numerous islands, islets and
reefs in the southern Strait of Georgia to
safeguard some of the most endangered
natural areas in Canada.
The Coastal Naturalists program will run
on the two major Mainland – Vancouver
Island routes from June 28 through
September 9. Visit www.bcferries.com for a
detailed schedule of the Coastal Naturalists
presentations.
COASTAL NATURALIST PROGRAM
Unc of thc Uoustu¦ Iuturu¦¦st d¦sp¦uys onbourd thc 5p¦r¦t of Br¦t¦sh Uo¦umb¦u.
Uoustu¦ Iuturu¦¦sts urc dc¦¦vcr¦nq prcscntut¦ons
onbourd throuqh 5cptcmbcr 0
11193 BCF.Wave.Summer07.indd 16 8/1/07 10:28:18 AM
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“Imagine 50 teenagers, 13 to
18 years old, travelling on their
way to a regatta on Vancouver
Island. This is what happened on
the morning of April 27. All of
them are members of the Deep
Cove Rowing Club who were
going to the Brentwood Regatta,
the biggest high school regatta
on the West Coast. For almost
half of them, it was their first
regatta outside of the Lower
Mainland. They were excited!
They could not wait to go and
show off what they had been
practicing for in the past two
months. Taking the ferries for
these kids is always an event
as they use the crossing time to
prepare for their races, meet
with the rowing coaches, chill
together and take photographs
of each other.
Thank you to BC Ferries and
Sport BC for the Sporting Life
on the Coast grant that we used
to pay for the trailer transporting
our rowing shells. Because the
rowers’ families are responsible
for all of the expenses, this grant
helped all of the athletes.”
–Deep Cove Rowing Club
“Thanks to all the staff on
the Spirit of British Columbia
for their assistance after I took
ill on the sailing to Tsawwassen.
I have a heart problem and
the sick bay attendants were
absolutely wonderful. They were
helpful, nice, confident and very
reassuring, even as I was taken off
by ambulance. Please convey my
most heartfelt thanks to them.”
–Victoria
GET INVOLVED IN OUR CAREER
DEVELOPMENT PROGRAM!
Did you know we have a fantastic
Career Development Program (CDP) that
is a great way to develop your skills for
management or supervisory positions?
Our CDP takes up to six participants at a
time and, over two days, involves them in
a series of processes, exercises, experiences
and interviews that simulate the realities of
a management and supervisory positions.
On the third day, participants take part
in a program that helps them develop
individual action plans to enhance their
personal and career development. After
completion of the interactive part of the
program, participants meet with the
administrator to discuss their experiences
and receive feedback and coaching.
The CDP is administered by world-
wide trainer, author and psychologist
Bob Power. Experienced BC Ferries
managers, specifically trained to evaluate
and provide objective feedback to the
participants, are also part of the program.
Since the CDP was introduced in
December 2005, we have completed nine
programs with 54 employees participating,
with approximately 60 per cent of these
employees subsequently attending other
training programs designed to advance
their management and leadership skills.
Eight of these employees have since been
promoted to exempt management positions
with several others acting in management
positions in a developmental capacity.
If you are interested in putting your
name forward for this program, please
speak with your manager to discuss your
career goals and interest in the program
prior to contacting Lonni Swanlund,
Director, Employee Development, at
Lonni.Swanlund@bcferries.com or
(250) 655-6170. Employees are prioritized
to attend the program by their line
manager and local Employee Relations
staff based on local succession needs
and the following criteria:
s #OMMENDABLEPERFORMANCEINTHEIR
current job with potential for further
development
s $ISPLAYSAPOSITIVEATTITUDEGOOD
judgment and maturity
s $EMONSTRATESINITIATIVEANDTEAMWORK
s 0ROGRESSIVERECORDOFEMPLOYMENT
We look forward to hearing from you!
1hunks to 5hurcn ¬u¦¦, Foot Fusscnqcr 1¦ckct Aqcnt, for subm¦tt¦nq th¦s f¦ushbuck photo of thc so-cu¦¦cd
A¦¦ U¦r¦ Urcw on thc Fowc¦¦ R¦vcr µuccn ¦n 5u¦tcry Buy. ´Wc´rc [ust not surc how ¬cssc¦ und Bob fc¦t
ubout thc numc!) Buck row, ¦cft to r¦qht: L¦unc Bukcr, Uu¦¦cy Attcndunt, ¬cssc¦ W¦crsmu, Mutc ´rct¦rcd),
Uuptu¦n Bob Burncs ´rct¦rcd), Ioc¦¦u Fouqcrc, Uu¦¦cy Attcndunt, L¦ndu Uoombcr, 5cn¦or Uh¦cf 5tcwurd.
Kncc¦¦nq ¦n front: 1unu Buxtcr, 1crm¦nu¦ 5crv¦ccs Attcndunt, und Lur¦cnc McAu¦uy, Lcckhund.
FLASHBACK!
11193 BCF.Wave.Summer07.indd 17 8/1/07 10:28:19 AM
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“As we were returning home
after my husband’s angioplasty
surgery, my husband experienced
some difficulty breathing. Four of
the crew came to help, including
Thomas Proietti, Customer
Service Attendant, Horseshoe
Bay. With his quiet, calm help,
Thomas made sure my husband
was okay and our trip continued
uneventfully. There is no doubt
the crew deserves tremendous
praise for the help they can
give passengers. Thank you to
everyone, especially Thomas, for
their effort in getting us home.”
–Qualicum Beach
“I just want to say a thank
you for the terrific service this
evening on the last ferry from
Tsawwassen to Swartz Bay. The
ferry was delayed 22 minutes
at Tsawwassen because of a
passenger’s medical emergency.
I had a throughfare ticket to
Fulford and was concerned that
I might miss the last sailing.
The staff in the Chief Steward’s
office was very helpful, and I was
delighted and relieved that the
Fulford ferry was held for us.”
–Salt Spring Island
SNAPSHOTS AROUND THE FLEET
Fuu¦ Lcxtcr, Bur 5tcwurd cxtruord¦nu¦rc, scrv¦nq thc vcry f¦rst dr¦nk ut thc outdoor L¦qhthousc Uufc
onbourd thc Iorthcrn Advcnturc.
Emp¦oyccs und customcrs ut 5wurtz Buy tcrm¦nu¦ hud somc fun whcn thc 5mothcrs Brothcrs hoppcd on u
fcrry on thc¦r wuy to Vuncouvcr. From ¦cft to r¦qht: L¦ck 5mothcrs, I¦kk¦ M¦chno, 1¦ckct Aqcnt, Mon¦quc
1urqcon, 1crm¦nu¦ Munuqcr, 1om 5mothcrs, und Urcqq U¦uckson, 1crm¦nu¦ L¦rcctor.
11193 BCF.Wave.Summer07.indd 18 8/1/07 10:28:20 AM
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“Thanks to Sheila Burdon
Murphy, Terminal Attendant,
who brought me tea after I
missed my sailing from Horseshoe
Bay. Sheila is a wonderful lady
and I really appreciated her
kindness. She is truly a sunshine
to everyone.”
–Ladysmith
“Nadine Suitor, Switchboard
Operator, Nanaimo, provided
tremendous assistance to my
family and me. She was friendly,
helpful, honest and comforting.
First of all, she accommodated us
as best she could and then went
the extra mile. As luck would
have it, my daughter accidentally
took my wallet onboard. Nadine
persevered for us with regard to
getting the wallet back before
the ship sailed. Unfortunately, it
did not happen, but we were very
grateful at the service we got from
her. In addition, the ticket agents
at Departure Bay were very
helpful, the deckhand was kind
to my daughter and the stewards
were so very gracious. Thank you
all for making this unfortunate
experience less stressful.”
–Nanaimo
“My mother was using one of
your wheelchairs and was given
deluxe service on and off the
ferry to Galiano and back to
Victoria. Thank you so much for
being so helpful as my daughter
was not able to be with us on the
ferry at this time. We travelled
from Manitoba to be with her on
the island and now that we are at
home we will certainly let others
know about the super care you
gave us. Thanks again.”
–Manitoba
SNAPSHOTS AROUND THE FLEET
Uuptu¦n Uhr¦s Fruppc¦¦, Mur¦nc 5upcr¦ntcndcnt,
5outhcrn !s¦unds, conqrutu¦utcs Uuptu¦n 1om
But¦cr-Uo¦c who rct¦rcd ¦n Apr¦¦ uftcr 30 ycurs
w¦th BU Fcrr¦cs.
Uuptu¦n John Murkhum, B¦¦¦ Luw, Uustomcr
5crv¦ccs Attcndunt, und ¬urd¦u¦ 5undhu, Mutc,
cc¦cbrutcd thc¦r rct¦rcmcnts w¦th thc¦r fum¦¦¦cs und
co¦¦cuqucs onbourd thc µuccn of Uumbcr¦und.
Esthcr A¦¦cn cc¦cbrutcd 2,000 duys work¦nq us u
mustcr w¦th BU Fcrr¦cs.
Uood th¦nk¦nq! Rob !rv¦nq, 1crm¦nu¦ 5crv¦ccs Attcndunt, Fowc¦¦ R¦vcr, hus turncd u coup¦c of qus cuns
thut u pusscnqcr ¦cft bch¦nd ¦nto wutcr¦nq cuns to fcrt¦¦¦zc thc p¦unts ut thc tcrm¦nu¦.
Uonqrutu¦ut¦ons to Uuptu¦n Roqcr Uhurron, 5cn¦or
Mustcr, und Vu¦ Fcrk¦ns, Uh¦cf 5tcwurd, on thc¦r
rct¦rcmcnts.
11193 BCF.Wave.Summer07.indd 19 8/1/07 10:28:21 AM
THE WAVE is looking for stories,
events and photos from throughout
the fleet.
The next deadline for submissions is
September 30, 2007.
Contact THE WAVE
Erinn Grant, Editor
1112 Fort Street
Victoria, BC V8V 4V2
Tel: 1-877-280-1419
Fax: (250) 978-1119
employees@bcferries.com
THE WAVE
SAILING THE NORTHERN ADVENTURE
Thanks to Brian Baynes, Occupational Safety & Health Department, for submitting this terrific photo that he took as he
travelled onboard the Northern Adventure from Port Hardy to Prince Rupert.
11193 BCF.Wave.Summer07.indd 20 8/1/07 10:28:24 AM