Design of Large Passenger Ships and Passenger Infrastructure:
Guidance on Meeting the Needs of Disabled People

Pre-journey Information

1.1 Prior to contemplating any journey it is essential for passengers with disabilities to be assured that they will be able to complete the trip - to pass successfully along the whole of the transport chain, including the part that covers the embarkation and disembarkation ports and the ferry.

1.2 Passengers need to be able to check the facilities available and ensure that they are aware of any practical difficulties and/or physical obstructions which will have to be overcome on the journey. They should also ensure that the port and ferry operators involved are made aware in advance of the needs of people with disabilities so that they can make appropriate arrangements and pre-warn passengers of any practical difficulties or physical obstructions.

1.3 All personnel dealing with enquiries or bookings, whether by telephone or in writing, should be knowledgeable about the facilities and services available for people with mobility impairments - including very young, elderly and disabled people.

1.4 In addition, a customer care co-ordinator should be allocated to deal with written requests, bookings and the provision of written information.

a. Timetables should be provided in large, clear print and on tape, giving details of all sailings for each ship, departure port and destination. A telephone enquiry line with textphone capabilities should be provided.

b. Brochures, leaflets, factsheets, plans of terminals and travellers guides should be made available in large, clear print, on tape, and where appropriate in Braille, giving details of services and facilities designed to assist disabled passengers. Documents in Braille should not make reference to diagrams.

c. Companies should be prepared, and able, to provide documents in a range of formats. These should include good-quality standard print and large print, Braille and audio versions. Requests for Braille versions will probably be infrequent.

d. Information about services and facilities should include the following:

a. Terminal

• layout
• parking, including parking for blue badge holders
• information systems, including an induction loop system
• availability of telephones and textphones; at least one phone per bank should be accessible by wheelchair users
• illuminated and variable message displays
• reception arrangements
• Iocation/availability of unisex wheelchair-accessible toilets
• wheelchair availability
• reporting/checking-in system
• marshalling of cars for disabled motorists
• information on any practical difficulties with the journey, such as long walking distances
• facilities for assistance dogs

b. Shore to ship

• details of ramps, lifts, escalators, gradients and distances
• availability of wheelchair-accessible vehicles for transfer of passengers; these must have access features including a passenger lift or ramp and necessary safety features
• availability of staff assistance

c. On board

• unisex wheelchair-accessible toilets
• wheelchair-accessible cabins
• information systems and notices, including illuminated and variable message displays
• emergency evacuation procedures
• restaurant facilities and services
• lifts and escalators to vehicle and passenger decks
• parking availability near lifts and escalators
• wheelchair availability
• contact points/officers on journey
• facilities for assistance dogs

d. Disembarkation

• advance notice required
• arrangements at port of disembarkation
• plan of, and details of, any practical difficulties or physical obstacles at the port of disembarkation

1.5 Booking arrangements should be established, including details of advance notice required, and the provision of a reservation notice for registering requirements and giving information in advance to operators and crew. This should include a system enabling operators to identify individuals on arrival at the port.

Published: 29 November 2000

Top of page