Last month I left readers waiting with me at the Shepler’s Mackinac Island Ferry ticket counter in Mackinaw City. My husband, Tom, and I had just returned from an unsafe and rough ferry ride from Mackinac Island to Mackinaw City.
While Tom retrieved our van, I asked the ticket seller at the Shepler’s counter for a ticket refund or voucher for a future trip. I explained our experience in detail. She flatly refused. I asked for a manager and he too refused. Neither of them offered an apology.
The next day I called an administrator in the Shepler’s office. We had one conversation and then played phone tag. There was no offer of a refund or voucher. And, no apology.
Over the next several months, I mentioned my fall 2022 Shepler’s experience to select friends and family. Quickly, word of my experience spread and complete strangers shared their similar experiences with me.
Realizing my experience wasn’t isolated, I sought free advice as to my next steps. I called private attorneys, Disability Rights MI in Lansing and the Great Lakes ADA Center outside of Chicago.
I was advised that I had 180 days from the date of the incident to file a complaint with the Michigan Dept. of Civil Rights.
I found the complaint form and all of the needed information on the MDCR website and filed within the 180 days. I did not hire a private attorney. My complaint was assigned to an investigator in the MDCR office in Grand Rapids. The complaint process lasted three years. MDCR had many cases ahead of mine and the investigative process was comprehensive.
During the investigative period
I attended several Mackinac Island Village Council government meetings on Zoom. I spoke about my experience. I copied the council and Shepler’s in writing of my concerns. During this time, Shepler’s Ferry was acquired by the Hoffman Family of Companies. As such, the council was looking at the impact for visitors, island businesses and residents.
I also shared my concerns by phone with the US Coast Guard on the day of one of their regular inspections of the ferries.
Earlier this year, the MDCR investigator said she had just a few more interviews she could conduct. However, she encouraged me to try to come to a third-party settlement resolution with Shepler’s counsel. If we could reach an agreement, I could withdraw my compliant. The negotiations would not include MDCR.
That’s what happened.
Shepler’s agreed to: ADA Compliance Training for staff; training of an HR ADA Coordinator certified through a national, independent training program; improved ADA signage; improved ADA reservations protocols; detailed ADA information on the website; sharing all changes and information with the public in all printed materials; more secure, safe interior seating on the ferry that is more accessible … named the “Miss Margy;” regular yearly ADA assessments; and two sets of complimentary ferry tickets so that my husband and I could review the changes.
Since the resolution, there have been other changes to the ferry services, ticketing, etc. outside of my complaint. Tom and I did use the complimentary tickets and reviewed the changes. All of the items in the settlement agreement are works in progress.
On both trips, Tom and I were unknown to Shepler’s staff. We rode the ferries with other passengers with disabilities, including children. They too had no idea who we were.
For the most part, Shepler’s staff seemed more caring towards passengers with disabilities. They appeared happy as they told passengers about the upcoming ADA changes.
I’ll be back to the island next spring to check on the progress.