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Ferry riders report improving satisfaction but worry that rising costs will curb trips
Summary
Winter 2026 FROG survey shows satisfaction at 69% and improved on‑time performance, but riders remain concerned about affordability, parking and real‑time updates; 40% said ticket costs affected how often they rode during Jan–Mar 2026.
Washington State Ferries’ winter 2026 customer survey (FROG) found system satisfaction stabilized and in some measures improved, but affordability and communications remain persistent pain points.
Chelsea Benning, lead investigator, reported that 69% of respondents said they were satisfied with the system — a return toward pre‑pandemic levels — while 23% reported dissatisfaction. The survey flagged new cost pressures: 40% of riders said the price of a ferry ticket affected how often they rode between January and March 2026, and among those, the average number of trips forgone was four in the quarter. Benning said awareness of a newly introduced credit‑card transaction fee was high (about 75% at the time of the survey), and 22% said the fee would lead them to use cash at least some of the time.
The report also measured priorities: on‑time dependability and affordability ranked highest; real‑time trip updates and sailing frequency followed. Comments clustered around parking near terminals and requests for better, consistent real‑time information. Benning told commissioners WSDOT and the ferry division are using the results to focus investment and outreach — including recruitment drives to broaden the FROG panel so responses better reflect rider demographics.
