A group of passengers on Trasmed's 'Ciutat de Sóller' ferry report suffering temperatures of 33 degrees during the Palma-Valencia crossing last Friday, with the crew offering no water or solutions.
Last Friday, the 'Ciutat de Sóller' ferry from Trasmed departed from Palma Port heading to Valencia with a malfunction in the air conditioning system. During the eight-hour journey, passengers endured temperatures of up to 33 degrees and 71% humidity in the cafeteria, according to several travellers.
Mariano, one of the passengers, recounts that upon boarding the ship, they noticed the air conditioning was not working. At reception, they were told there was a problem, but that "maybe it could be resolved during the journey." However, the malfunction was not fixed and the heat became unbearable.
"They didn't offer water to people; we had to buy it ourselves. It was unbearable inside the ship. Many people were travelling outside to cope with the heat. At no point did they announce anything over the PA system, nor in Palma when boarding," explains Mariano.
Indignant passengers sought out the crew to demand explanations, but, according to testimony, the crew "disappeared" and provided no answers. The situation was particularly critical for families with children and elderly individuals, who had no way to cool down.
Several truck drivers travelling on the same ferry warned other passengers that the malfunction was not new: they had also suffered from the lack of cooling on their previous crossing. This suggests that the company may have had prior knowledge of the problem without having resolved it.
Three days after the incident, Trasmed has still not responded to any of the complaint forms submitted by passengers nor proposed a solution. Those affected are demanding compensation for the poor conditions of the journey and are asking the company to ensure the maintenance of the air conditioning systems.
This incident highlights the lack of customer care on a key maritime route for the connectivity of Mallorca with the mainland. Palma Port is the main departure point for passengers and goods to Valencia, and such incidents undermine user confidence in the service.
The consumer association of the Balearic Islands reminds passengers that they have the right to a journey in dignified conditions and that, in case of non-compliance, they can claim compensation. They recommend filing a formal complaint with the company and, if there is no response, to approach the General Directorate of Maritime Transport.
Meanwhile, those affected are awaiting a response from Trasmed, which has not yet publicly commented on the incident. The company has a legal deadline to respond to complaints, but passengers fear that the silence will continue.
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