82 INTERVIEW Upgrading a lifeline service Stuart Garrett of NorthLink Ferries tells Simon Johnson how the operator is revitalising its service with refurbishments and new vessels Against a backdrop of sustained demand growth and increasing pressure on capacity, NorthLink Ferries is entering a decisive period of fleet renewal. The operator runs two passenger routes from mainland Scotland to the Northern Isles: Scrabster to Stromness on Orkney, and Aberdeen to Lerwick in Shetland and Kirkwall on Orkney – the longest ferry route in Scotland. Its service is a lifeline for the Northern Isles, essential to residents, businesses and visitors alike. The current iteration of NorthLink first took on the operating contract in 2012, which was renewed in 2020. Over this period, the route has experienced substantial growth. Passenger numbers rose from 283,000 in 2013 to 403,000 in 2025, a rise of 42 per cent. Vehicle volumes grew from 62,707 to 109,907, a 75 per cent increase, while freight units increased from 41,526 to 59,326, a jump of nearly 43 per cent. Cabin usage also climbed from 58,209 to 73,628. “Service delivery and market growth have been our biggest achievements,” says Stuart Garrett, managing director of NorthLink Ferries. “We are operating contracts on behalf of Transport Scotland and the Scottish Government, so market growth translates into revenue, which then leads to reduced subsidy ask.” The existing fleet has evolved alongside that growth. In 2013, NorthLink introduced pod accommodation, initially offering one pod lounge on both Hjaltland and Hrossey. Pod usage has since risen from 7,280 in the first year to 26,243 in 2025 – an increase of 260 per cent. During the ships’ 2026 drydock, around 30 traditional pods will be replaced with 18 lie-flat units as part of a trial ahead of future fleet replacement decisions. Cabins have also been upgraded. Televisions, once limited to premium categories, are now standard across all cabins. Lounges, including the Magnus Lounge, have been refurbished, and pet cabins are being expanded in response to sustained demand. “On the Pentland Firth, we put in another small pet lounge on the upper deck, and it was hugely popular,” says Garrett.
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