The Journey | Issue 14 | Spring 2019

JOURNEY Issue 14 | Spring 2019

THE

Magazine of the Isles of Scilly Steamship Group

Welcome to the

Islands, Ian

MEET OUR NEW CHAIRMAN

COMMUNITY FUND MILESTONE REACHED

ISLES OF SCILLY WILDLIFE TRUST

Get to know Ian Howard and the experience he will bring to his new role.

Read about the biggest charity donation we have ever given away.

Find out about our new partnership and how we will be working together.

Steamship I S L E S O F S C I L LY

G RO U P

For internal use only

THE

JOURNEY

ACCOMMODATION

WELCOME In this issue we welcome our new Chairman Ian Howard.

We spoke with Ian to find out a bit more about him and to see what he is planning, read the interview over on page 6.

We also hear from Eldred Banfield our new Freight Services Manager, flip to page 14 to find out how he’s settling in.

You can learn about our new exciting charity partnership with Isles of Scilly Wildlife Trust over on page 10 and find

We’ve recently launched an accommodation directory

out how we’ll be working together to raise awareness and

on our website to help our customers plan their trip

protect Scilly’s incredible natural environment.

to Scilly. Through the search facility you are able to search for hotels, bed and breakfasts, self-catering

If you’re planning on taking advantage of your free travel to Scilly this year, the events guide on page 4 and 5 is full

cottages and campsites spanning the islands as well

of inspiration for day trips and long weekends.

as properties on the mainland surrounding our departure points in Penzance, Land’s End, Newquay

And to top things off, we have your regular business updates

and Exeter.

and some interesting passenger statistics.

If you know anyone who would be interested in listing

As always, thank you for your hard work this quarter.

their property on our FREE accommodation directory, Happy reading!

please email: marketing@issg.co.uk

BUSINESS UPDATE As the 2019 season is about to start, we take a look back at the total passenger numbers for Winter 2018/19 (October to February)

+

SCILLONIAN

SKYBUS

Penzance

including Island Helicopters

TOTAL PASSENGERS

7,859

19,978

27,837

(Only Oct and 4 days in Nov)

Winter 2018/19

Winter 2018/19

Isles of Scilly Steamship Company Limited, Steamship House, Quay Street, Penzance Cornwall TR18 4BZ The Journey is produced by Isles of Scilly Steamship Group inhouse communications team.

02 THE JOURNEY–ISSUE 14 SPRING 2019

T +44 (0) 1736 334240 marketing@islesofscilly-travel.co.uk Editor Sharon Sandercock ssandercock@islesofscilly-travel.co.uk

With grateful thanks to all team members who’ve helped contribute articles and photos. Opinions expressed are the authors and not necessarily those of the company. Whilst every effort is made to ensure total accuracy Isles of Scilly Steamship Group cannot be help responsible for any errors or omissions within this magazine.

Supporting the

BRITISH HEART FOUNDATION

At the end of February, Eldred and

was having a massive clear out. They

the freight team helped to make

managed to fill an amazing two

Jo Legg’s stock regeneration event

and a half containers with clothes,

on Scilly a success for the British

shoes, books, DVDs, bedding, toys,

Heart Foundation.

homeware and every other thing

They generously agreed to store and ship all the containers that got filled to Penzance for free.

imaginable. The containers’ contents could potentially raise an incredible £10,000.

Originally, the plan was for only

Well done to Eldred and his team -

one container, but it turned out

good effort!

everyone on Scilly that weekend

PENDEEN SCHOOL VISIT Land’s End Airport welcomed their first school trip of the

up their time to make it a really enjoyable experience for

year in January. Pendeen School is only 10 minutes away

the children and staff. They were especially attentive to

and they brought a class of excited 6/7 year olds for a

Anthony and Hope who both have special needs, it was a

tour of the airport.

very special trip for them both. Many thanks again for the

Their teacher Suzanne Earley said, “Firstly, I would like

fantastic trip, I will be back again next year with my new

to thank all the staff who showed us around and gave

class.”

VISIT ISLESOFSCILLY-TRAVEL.CO.UK 03

WHAT’S ON

2019

DATES TO REMEMBER: First Sailing Monday 18th March Last Sailing Tuesday 5th November

events happening on the Islands in

Summer Double Sailings

2019. We’ve pulled a list together

Saturday Saturday Saturday Saturday

your diaries...

Creative Scilly Festival

Low Tide Event 20th April

Scillonian

There’s a jam packed schedule of

so you can pop these dates into

APRIL

27th July 3rd August 10th August 17th August

MAY

World Pilot Gig (30th Anniversa 3rd May – 5th M

Creative Scilly F 10th May – 22nd

Scilly Folk Fest 24th May – 28th

Spring Scilly Sw 25th – 26th May

Walk Scilly Long Weekend Taste of Scilly

04 THE JOURNEY–ISSUE 14 SPRING 2019

Ötillö Swimrun World

t

g Championships ary) May

Festival d May

JUNE

SEPTEMBER

Scilly Laughs 8th June – 11th June

Low Tide Event 1st September

Ötillö Swimrun World Series 9th June – 10th June

Taste of Scilly 1st September – 30th September Two Day Scilly Swim Challenge 7th September – 8th September

JULY Scilly 360 Swim Race 27th July – 28th July

tival h May

One Day Scilly Swim Challenge 10th September

OCTOBER Walk Scilly Long Weekend 10th October – 14th October

wim Challenge y

World Pilot Gig Championships (30th Anniversary)

Series

Taste of Scilly

MAKE THE MOST OF YOUR BENEFITS Don’t forget…

Because you work for the Isles of Scilly Steamship Group, you get free Scillonian travel for you and your spouse/children and six free Scillonian tickets to share with your friends and family – and what better way to share the islands than at one of these events?

VISIT ISLESOFSCILLY-TRAVEL.CO.UK 05

New Chairman:

Hello Ia

At the end of March 2019, Andrew May stepped down as our Chairman. We would like to thank Andrew for his con

and dedication to the Steamship Group over the last 16 years. Ian Howard has been appointed as our new Chair started in his new role on 1st April. We caught up with Ian to find out more about him.

Hi Ian, so, tell us a bit about yourself…

I live in Odiham, Hampshire with my wife of

How did you first become involved with the Steamship Group?

35 years and have two grown up children. I’m

In the noughties my sister Gill lived on Tresco as

a qualified solicitor and also President of the

her husband Alan was General Manager. It was

British Triathlon Federation. I represent it on the

there I got to know the previous CEO, the late Jeff

boards of the British Olympic Association and

Marston. I came to love the islands and established

the International Triathlon Union. I’ve just stood

a relationship with the company and decided to

down as chairman of the German company MKM

buy shares.

Mansfelder Kupfer und Messing gmbh, due to the owner selling the company.

I’ve spent nearly all my working life at Siemens

Why did you decide to take up the role as our Chairman?

AG – 33 years. During my time there, I worked in

I felt I could help stabilise the company after

How does being Chairma

a variety of senior management and board roles,

recent events and move it forward to the next

previous roles?

such as MD for Siemens Corporate Services,

level. I feel being an ‘Outsider’ may be an

CFO for Siemens Business Services and CEO

advantage in some respects.

for Siemens Environmental Systems. Alongside this I accumulated 15 years’ experience in the

What kind of things will you be doing as

Special Air Service reserve, reaching the rank

our Chairman, what’s your vision?

of Major.

What do you think of Isles of Scilly Steamship Group?

governance and support the executive team

business to another conce

to improve services and shareholder value.

of the plant for the fores

hopefully even creating ad

proud of its heritage, with motivated employees

contributed to the islands in that time.

providing critical passenger and freight services to the islands.

06 THE JOURNEY–ISSUE 14 SPRING 2019

company really matters to

Group. The shareholders

of where it has come from and what it has

to help it grow in strength.

depressed area with high

level build stakeholder relations, improve

My Vision: A professional and reliable company,

to serve the company and I will do my best

They employ 1200 people

I believe that is also the ca

the company should never lose its strong sense

are very important. I regard it as a privilege

Supervisory Board of a co

I will work to clarify our strategy and at a practical

Not many companies live to the age of 99 and

Its history and place in both local communities

For the last five years I hav

Until July I am also Presid

triathlon which like all NG hot on good governance.

NEW CHAIRMAN

an…

ntribution

rman and

an compare to your

What are you looking forward to most as Chairman?

ve been Chairman of the

Working together with a new group of interesting

“I am enormously privileged

opper mill in Germany.

people – board, employees and stakeholders.

to be offered this opportunity.

Isles of Scilly Steamship Group

is a very special organisation with

Swim, bike and run although regrettably my knee

a unique and indispensable role

is so bad that the running has ground to a halt.

in the communities of Scilly and

Penzance.

I am looking forward to working

Do you holiday on the islands, if so, do you have

with the company’s board,

a favourite island and why?

employees and shareholders to

I do not have a favourite. We have not spent

fulfil the company’s strategic

much time on the islands since my sister came

objectives”.

Ian Howard

e in an economically

h unemployment. The

o the community and

ase with the Steamship have now sold the

ern, securing the future

What do you enjoy doing in your free time?

We are building a new house in Hampshire at present which is also quite time consuming.

eeable future and

dditional jobs.

dent/Chair of British

GBs these days is very

back to the mainland. But we love all the islands; my wife and I are looking forward to reacquainting ourselves with them.

VISIT ISLESOFSCILLY-TRAVEL.CO.UK 07

PASSENGER SURVEY

TRAVEL CENTRE

APRIL – DECEMBER 2018 During 2018 we worked together with PFA Market Research and introduced

99% 85% 91%

a passenger and post-transactional survey to find out and measure customer satisfaction and experiences.

The results were quite impressive, here are

of people who visited or called the Travel Centre felt they were treated in a courteous and professional manner.

of respondents who called the Travel centre were either satisfied or very satisfied with answering times.

found the booking process via the Travel Centre easy or very easy.

some of the findings from the research:

SKYBUS G-SBUS Across all airports 91% rated their customer experience HIGH

Across all airports 89% rated their check-in experience HIGH

G-SBUS

71% felt they were adequately updated by staff, about any disruption

92%

of respondents rate their sailing experience as good or excellent, this is up by 7% compared with 2016

91%

of people found the Scillonian team to be helpful and courteous

SCILLONIAN SCILLONIAN III

SCILLONIAN III

SCILLONIAN III

93% 08 THE JOURNEY–ISSUE 14 SPRING 2019

rated their boarding and customer experience highly on St Mary’s Quay

A PEEK BEHIND THE SCENES WITH OUR...

CUSTOMER SERVICE TEAM AMONGST THE CHATTER AND TAPPING KEYBOARDS OF STEAMSHIP HOUSE, YOU’LL FIND OUR DEDICATED CUSTOMER SERVICE TEAM RESPONDING AND HELPING OUR CUSTOMERS WITH ENQUIRIES, COMPLAINTS AND COMPLIMENTS. Our team of three work tirelessly responding

What most people will be surprised to learn

to our customers ensuring everyone who has

is our Customer Service Team do much more

taken the time to email, write or call are happy

than just respond to customers. They spend

with the help and responses they receive. The

a large amount of time evaluating our

team are determined to keep on improving

passenger feedback, testing out our customer

our customer experiences by reviewing and

experience to come up with invaluable insights

analysing key factors that influence customer

and solutions to meet our customer need at

satisfaction whilst supporting the travel centre

every stage of their journey.

with answering calls when it gets busy.

“Improving individual customer experiences Chris King our Customer Service Manager said, “We’re all here to serve our customers, and if we don’t log, record and evaluate how well we are meeting the customer needs, then we can’t improve when we go wrong, or sing it from the rooftops when we get it right.”

is definitely a highlight of the job. However, the most satisfying part for me is seeing an improvement you’ve suggested being brought to life and making a real difference to our customers when visiting the islands. It really makes you feel you’ve played a part in something bigger.”

VISIT ISLESOFSCILLY-TRAVEL.CO.UK 09

OUR NEW CHARITY PARTNERSHIP:

The Isles of “We are really pleased that the Steamship Group is supporting this initiative and the trust in its mission to be the champion of nature on Scilly.”

Sarah Mason, Chief Executive of the Isles of Scilly Wildlife Trust

10 THE JOURNEY–ISSUE 14 SPRING 2019

TO HELP BETTER PROTECT SCILLY’S UNIQUE ENVIRONMENT, WE ARE DELIGHTED TO BE SUPPORTING THE ISLES OF SCILLY WILDLIFE TRUST TO DELIVER REAL BENEFITS ON SCILLY FOR THE ISLANDS, AND FOR THE RESIDENTS AND VISITORS ALIKE WHO ENJOY THEM.

f Scilly Wildlife Trust Through our partnership, we aim to

across all five inhabited islands for

support the Wildlife Trust to allow

visitors to enjoy during their stay.

them to continue the great work they do and raise awareness.

From April, people who book their flights or ferry tickets on our website

The Wildlife Trust has worked

will be given the opportunity to make

incredibly hard to safeguard over

a voluntary donation to the Isles of

50% of Scilly for nature. However, the

Scilly Wildlife Trust at the same time as

vital work they do to protect rare

placing a booking. The move follows

plants, birds, other wildlife and habitats

a recent visitors’ survey where 75% of

relies on grants, donations, memberships

respondents said they would like the

and legacies.

opportunity to support the Isles of Scilly

On board the Scillonian this season, Natalie Rance, the Marine Ranger for

Wildlife Trust by giving a donation when they booked their transport.

We know that the incredible natural

our passengers to talk to during their

environment of Scilly is one of the top

sailing. They’ll be able to learn from

reasons people give for visiting the

Natalie about the incredible natural

islands, so it’s vital we do all we can

environment of the islands and improve

to help the

their understanding of its unique wildlife

Wildlife Trust

and landscapes.

with its work

Natalie will also have information available on the Scillonian about events and activities the Wildlife Trust is running on Scilly such as rock-pooling, beachcombing and wildlife walks. There will be up to three events each week

to keep Scilly special for generations to come.

Natalie Rance, Marine Ranger

the Wildlife Trust will be available for

VISIT ISLESOFSCILLY-TRAVEL.CO.UK 11

COMMUNITYFUND

£50,000 MILESTONE REACHED We launched our Community Fund in 2016 and at the beginning of January it reached an amazing milestone having given away £50,000 to 35 local groups, charities, schools and not-for-profit projects.

We receive so many heartening applications from enthusiastic and dedicated people, so to be able to help them out to allow them to continue and grow the good work that they do, is very rewarding.

Last year alone we donated in excess of £23,000 to 12 different projects and it also included our single biggest donation yet – a massive £5,000 to the Cornish Pilot Gig Association towards its project Pulling Together the Past, which aims to preserve irreplaceable historical data on the sport.

12 THE JOURNEY–ISSUE 14 SPRING 2019

HERE ARE SOME OF THE OTHER COMMUNITY FUND PROJECTS WE DONATED TO IN 2018…

ROYAL BRITISH LEGION Two return flights to Exeter for islanders Richard Wiltshire and Ian McCarthy-Lunn, who attended the Great Pilgrimage 90 to Ypres, representing the Isles of Scilly brand of the Royal British Legion.

They said it was a huge privilege and honour to be there.

FLIGHTS

BUILD-A-BIKE SCHEME

SCILLY KIDS TRIATHLON

£1,250 to Build-a-Bike, a scheme in Camborne

£850 towards the third Scilly Kids Triathlon,

which has helped hundreds of disadvantaged

in which 57 children from all five inhabited

people rescue old bicycles and give them a new lease of life. The money was used to buy new parts for bikes they are rebuilding.

islands took part. The money paid for medals, t-shirts and drinks for the school children.

£1,250

COSMOS £2,000 towards a project to build a permanent astronomical observatory on St Martin’s.

COSMOS, the amateur astrology group behind the plans, say the donation helped get the project off the ground. It is hoped the observatory will give a community hub to astronomy on Scilly, enabling more people to explore the islands’ unpolluted dark skies and enrich the tourism offer for visitors. £2,000

£850

VISIT ISLESOFSCILLY-TRAVEL.CO.UK 13

“Even small sums can transform lives, especially on an island community like Scilly.

I have seen first-hand what these grants can mean to small, rural groups, many of which often struggle for funding and support.

I can’t praise the Community Fund highly enough, it’s a fantastic scheme giving back to the islands.”

Ray Mears Patron of the Steamship Group for 201 8

SPREAD THE WORD...

DO YOU KNOW A GOOD CAUSE?

...and let them know about our Community Fund.

The fund is open to voluntary groups or charities, schools and education establishments, community clubs or societies, and individuals undertaking not-for-profit projects for the benefit of the wider community.

The fund has FOUR funding grant categories including an award of:

Two projects up to

£5,000 up to

£2,500

£10,000 for one project

The other categories are: Four projects up to

£1,250 For full details and application forms go to: www.islesofscilly-travel.co.uk/community-fund-apply/

14 THE JOURNEY–ISSUE 14 SPRING 2019

Two projects up to

Two projects up to £5,000 Two projects up to £2,500 Four projects up to £1,250

OUR LATEST COMMUNITY FUND DONATION: OVER THE CHRISTMAS HOLIDAYS AN IMPRESSIVE NEW MADE-TO-ORDER ADVENTURE PLAYGROUND WAS INSTALLED AT MOUNT HAWKE ACADEMY, REPLACING OLD, TIRED PLAY EQUIPMENT WHICH WAS NO LONGER FIT FOR PURPOSE. OUR COMMUNITY FUND DONATION OF £2,500 HELPED THEM ACROSS THE FINISH LINE FOR THIS £23,000 PROJECT.

“The money from the Community Fund completed 12 months of serious fundraising and we couldn’t be more grateful to the Isles of Scilly Steamship Company for their support. It was an ambitious project but one which we were passionate about achieving. The children think it’s the best New Year gift they could ever have wished for.”

VISIT ISLESOFSCILLY-TRAVEL.CO.UK 15

WELCOME BACK,

ELDRED

The Banfield’s are a familiar name at the Steamship Company. We caught up with Eldred, our new Freight Service Manager to find out a little bit more about him and to see how he’s settling back in…

TELL US A LITTLE BIT ABOUT YOURSELF… I was born in Treliske Hospital but grew up on St. Mary’s.

WHAT IS YOUR FAMILY’S HISTORY WITH THE STEAMSHIP COMPANY?

You can trace my family back on the islands for more than

My family have been heavily involved with the Steamship

400 years. I went to school on Scilly, before leaving at 17

Company since it was set up in 1920.

to go to college then university at Southampton Institute (now Solent University) to gain my BSc(hons) in Yacht

My Great Grandfather (Eldred Wilks Banfield) was one of

Manufacturing and Surveying.

the founding directors. In 1966 my Grandfather (William Eldred Banfield) become Managing Director and oversaw

I came back to Scilly in 2005, but in 2014 my girlfriend

the building of the Scillonian III at Appledore Shipyard.

was working as a teacher in Newquay, so I decided to move to the mainland again. Our long-term goal was to

My Uncle (Roger William Banfield) joined in 1983 and only

move back to the Islands where we both grew up. Our

stepped down as Vice Chairman in 2012. My Father (John

wish came true 3 years later and we also got married

Russell Banfield) started as Director in 1992, he went on to

in April 2017.

become Vice Chairman, then Chairman, before leaving the company in 2003.

16 THE JOURNEY–ISSUE 14 SPRING 2019

YOU PREVIOUSLY WORKED FOR THE STEAMSHIP COMPANY, WHAT DID YOU DO?

WHAT ARE YOU ENJOYING THE MOST?

I briefly worked at Island Carriers before my dream

of working both here and in Penzance. I know most of the

job came up as Quay Hand on St. Marys! I started in

staff from when I worked on the quay and we all get on

September 2006 and was promoted to Deputy Quay

well together, it’s nice to be working with them again.

It’s still early days in the job, but I’m enjoying the flexibility

Manager in 2011.

HAVE YOU FACED ANY CHALLENGES YET? WHY DID YOU DECIDE TO COME BACK?

Since coming back I’ve faced a big challenge getting

At the end of 2018 I was approached by the Steamship

St. Mary’s Quay running back smoothly, as they lost their

Group to come and work for them again and the rest is

Quay Manager last year and no-one had replaced him.

history. I started my new role as Freight Services Manager

So, although the quay was running smoothly, the team

at the beginning of the year.

was missing a leader to make decisions.

HAS ANYTHING CHANGED SINCE YOU WERE LAST WORKING ON THE QUAY?

We appointed Matt Honeywell as Quay Manager in the middle of January. He is very enthusiastic and has a lot of great ideas for the quay and I’m looking forward to

One change that has happened since I was last running

working with him. All the staff on St. Mary’s Quay are

the quay with Meryn is Kelly. This has been a really

very good at their jobs, and I’m hoping by putting Matt

positive change, Kelly is a great asset to the quay team.

in charge we will all continue to improve and provide a

She works part-time in the office creating the manifests,

safer, happier workplace.

taking freight bookings, doing the paper work and answering the phone. This frees up the quay manager

WHAT ARE YOU LOOKING FORWARD TO?

to be outside checking the day to day running of things.

It also means the phone gets answered straight away

Now I’m starting to get into the job I’m looking forward

and I often hear people say how much of an improvement

to the summer months. With the help of Matt, I’m hoping

it’s been since Kelly’s been on the team.

St. Mary’s Quay will be a nice and much less stressful place to work for the guys. We still have a long way to go and a lot of changes to make.

WHAT DOES A TYPICAL DAY LOOK LIKE FOR YOU? A typical day for me involves going down St. Mary’s Quay first thing and check everyone is ok and there are no

AND FINALLY, WHERE IS YOUR FAVOURITE PLACE ON SCILLY?

major problems. I’ll then head back into town to the office

Erm, it’s all nice to be honest. I love going to Samson in

to check and reply to emails and make some phone calls.

the summer, but Emily is not as enthusiastic.

I’ve been dealing with a couple of loose ends from Nike

If I was allowed, I’d probably move up there, I like the

Engineering and I’m also communicating with Island

peace and quiet!

things running as smoothly as possible on the Islands.

Then before I know it the day is over and it’s time for tea!

WHAT IS IT LIKE BEING FREIGHT SERVICE MANAGER? I’ve never had an office job before, and I’m hoping once I have settled in a bit more, I can spend more time ‘out and about’. I try to get to Penzance at least once a week to make sure the quay employees are all ok. They are a really close, experienced team in Penzance, so I haven’t had to have too much interaction with them so far.

“

“

Carriers, Richard Hand and Duchy Harbour, to keep

If I was allowed, I’d probably move

up there, I like the peace and quiet!

VISIT ISLESOFSCILLY-TRAVEL.CO.UK 17

WE’RE LOOKING FOR IDEAS, MEMORIES AND MEMORABILIA FOR OUR 100TH ANNIVERSARY CELEBRATIONS NEXT YEAR...

PLEASE GET IN TOUCH WITH THE MARKETING DEPARTMENT Call: 01736 334235 / 01736 334222 Email: marketing@islesofscilly-travel.co.uk

18 THE JOURNEY–ISSUE 14 SPRING 2019