The IW Observer has struck a blow for ferry users, with victory for a Chale mini-cab driver, who was let down by Red Funnel’s recent technical issues.

Graham Pearce, who owns South Wight Taxis, was unable to book a regular cut-price ticket with Red Funnel to take a cancer patient to Churchill Hospital, Oxford, for an operation.

He claimed that, when he phoned the company, a staff member showed ‘no empathy’ with his situation and he was forced to turn to Wightlink.

They charged him £154 for a day return, instead of his usual £61.30 flat fee for hospital patients, and he claimed the company was ‘profiteering’ from Red Funnel’s problems.

However, over the weekend, after our story was published last Friday, Red Funnel contacted him and a spokesman said: “I apologise for the difficulty you had in booking with us, and, after listening to the call, I do believe there was scope to provide you with a better solution.

“While the sailings were indeed ‘locked’ due to service disruption (as we attempted to rebook passengers and avoid further disruption), we do have a process for staff to follow when a booking request is related to urgent medical appointments.

“On this occasion the team member who took your call should have put you on hold or asked for your details to give you a call back. From there, he should have escalated the matter to his line manager, and we could have better supported you with options.

“I’m sorry this didn’t happen, so I’m going to reimburse you for any extra fees you paid with Wightlink.

“I also want to discuss hospital/appointment travel with you in a little more detail, and make sure you know about the other support we can provide.”

Graham said: “I can’t thank the IW Observer enough. I was going to pay the extra £90 myself because my customer has enough problems in their life as it stands. I’m sure I wouldn’t have had this reply if you had not got involved.”