Hundreds overcharged by BC Ferries thanks to computer glitch

Michael Grewal finished work at 3:30 a.m. on Friday, but rather than grabbing some well-deserved sleep, he packed his things and headed straight to the Swartz Bay ferry terminal — keen on getting a discounted rate for the early sailing.

But instead of the promised tax-inclusive $59 fare, he and about 200 passengers on the 7 a.m. ferry to Tsawwassen were charged the regular rate, an error that BC Ferries blames on a computer glitch and has promised to rectify.

"I'm off to the mainland to visit family and I'm frustrated right now. You try to make ends meet in our society and it's nerve-racking, you know?" Grewal said.

"I could have slept in a bit."

He said he was charged about $73, and when he asked about the discount at the ticket booth, was told it wasn't valid on Fridays.

The discounted fare for the early Friday sailing is clearly outlined in BC Ferries promotional material, and Grewal said he called BC Ferries on Thursday night to double-check before making plans.

After he paid for his regularly priced ticket, Grewal said he confirmed the existence of the $59 fare with the Swartz Bay administration office and a toll-free help line, but staff members at the ticket booth still insisted there was no discount.

"The next day or so, I have to go back home, and I'd like to go back on the cheap sailing again. How am I guaranteed I won't be overcharged?" Grewal said.

'We definitely want to make it right'

BC Ferries spokeswoman Deborah Marshall said that the discounted fare was not properly programmed into the computer system at Swartz Bay.

"Unfortunately, when the ticket agents were ringing up the sales, the discount price was not coming up," she said.

"We definitely want to make it right with those customers. It was a computer error on our part."

She said she was still waiting to hear back about how BC Ferries will compensate passengers who were overcharged, but if anyone has questions or concerns, they can call customer service.