Transport / Unsafe pod lounges and lack of cabins – Shetlanders call for change in ferry consultation
LACK of capacity, unsafe pod lounges, noisy cabins and unfair pricing are among the concerns listed among thousands of responses to a survey about the Northern Isles ferry service.
Transport Scotland has published two reports looking into the responses to a consultation on the next Northern Isles Ferry Services (NIFS4) contract.
The consultation, which ran online until 20 October 2025, received more than 1,100 response – along with 300 additional comments from drop-in sessions held in Shetland and Orkney.
With the current contract – run by Serco NorthLink – due for renewal in June 2028, the public were asked for their views on what they would like to see change about the service.
Of 1,107 individuals who replied to the survey more than two-thirds – 67 per cent – were from Shetland.
Capacity was the biggest concern for Shetlanders, with the quality and safety of NorthLink’s pod lounges also being repeatedly raised.
Many called for the re-introduction of shared cabins, while the lack of cabin availability at short notice led to further calls for a quota of cabins to be set aside for islanders.
More than half of respondents also said a cancellation fee should be introduced to ensure space could be freed up.
Transport Scotland said that a “primary concern” for many Shetlanders was a lack of availability on the north boats, “particularly not being able to travel other than when planned and booked well in advance”.
“To support urgent travel there were calls for increased total capacity for both cabins and vehicles (particularly during the summer months), with larger vessels or a larger fleet and more sailings,” it said.
“Reflecting the more general issues relating to capacity, there were specific concerns about being unable to secure a cabin, especially for longer crossings.
“Perceived reasons for this lack of capacity included a reduction in the number of available berths since it is no longer an option to book a single berth in shared cabin, with some calling for this facility to be reinstated.”
One of the most frequent suggestions, Transport Scotland said, was for cabins to be set aside for “emergency travel”. Shetlanders were far more likely to raise this than anyone else, it added.
The current pricing structure was also seen as contributing to the capacity problem since inside 4-berth cabins are cheaper than outside 2-berth cabins.
Some felt that the ferry service was currently being “run to benefit tourism rather than as a lifeline service for islanders”.
This led to requests for islanders to be prioritised, or for an allocation of cabins/vehicle space to be set aside for use by local residents.
A majority of respondents – 71 per cent of those who answered the question – said they would like to see more dynamic pricing for visitors.
While Transport Scotland said respondents “tended to be positive about the quality of cabins”, there were also critical comments about them too.
Some suggested that the cabins are “too small”, “dated” and that they can be too hot because of poor ventilation.
There was also criticism that noise from the car deck and “barking dogs” can be an issue for passengers.
And there were requests for more power points in the cabins, as well as better Wi-Fi.
Pod criticisms
Pods unsurprisingly received far more negative comments however, with Transport Scotland reporting that these had been called “awful”, “terrible” or “not fit for purpose”.
The pods were also called “uncomfortable”, with very limited space between the pods and a lack of privacy.
Some people reported that they had tried a pod and “would not do so again”, while others said they had not, and would not ever, use a pod. Shetlanders were more likely to express this opinion than people from Orkney, Transport Scotland said.
As well as complaints about comfort, Transport Scotland said several people raised concerns about the safety of the pod lounges themselves.
“There were concerns that female passengers are not, or do not feel safe in mixed sex pod lounges, particularly in the absence of oversight by staff,” it said.
“A small number of respondents reported that they, personally, had felt unsafe or intimidated in the pod lounge.
“While some respondents cited inebriated male passengers as a matter for concern, others said they were uncomfortable sleeping next to a male passenger that they do not know.”
People that had used the pod loungers reported noise from fellow passengers, including from people under the influence of alcohol and people being sick.
“Overly bright lighting and being cold were also referenced as making sleep difficult,” Transport Scotland said.
“It was also reported that the passenger in a pod next to the wall is required to climb over the person next to them in order to get in and out.”
Late cancellation fee calls
Meanwhile 60 per cent of respondents said they would support a late cancellation fee being introduced for pre-booked tickets.
Transport Scotland said the majority felt this would be “fair and justified in view of limited availability”, albeit with people not “being penalised for events beyond their control.”
“Encouraging people to cancel bookings they do not intend to use was seen as necessary to free up capacity,” it added.
For Shetlanders, the quality of on-board accommodation was seen as the top priority ahead of reliability.
Connectivity minister Jim Fairlie thanked everyone who took part in the consultation, which will be used to inform the next Northern Isles ferry contract.
“This report will help identify and drive service improvements for the next contract to ensure that it continues to deliver for islanders,” he said.
“I am pleased that we are already taking action to remove mid and peak season ferry fares for residents of Orkney and Shetland – one of the asks we heard from islands stakeholders through this consultation.
“Alongside continued funding for procurement of two replacement freight flex vessels to serve the Northern Isles, this feedback will help ensure these ferry services remain reliable and resilient for the communities they serve.”
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