Designing and Operating Passenger Vessels and Passenger Shore Infrastructure:
Guidance on Meeting the Needs of Persons with Reduced Mobility

Chapter 2: Journey planning

1. Passengers information
   1.1. Before considering any journey
   1.2. When booking
   1.3. What operators should provide
   1.4. Websites
   1.5. Information about services and facilities

1. Passengers information

1.1. Before considering any journey

1.1.53 Before they consider any journey, passengers with disabilities have to be confident that they will be able to complete the trip for example passing successfully along the whole of the transport chain, including the part that covers the embarkation and disembarkation terminals and the vessel.

1.1.54 The Mobility and Access Committee for Scotland has published advice "Valuable for anyone, valuable for everyone - providing accessible information about travel" on the provision of information suitable to meet the needs of disabled persons. Details of this guidance can be found in Chapter 7.

1.1.55 Useful information on what travel issues disabled persons should think about before they travel is available from "Door-to-Door", the Disabled Persons Transport Advisory Committees transport and travel website for disabled and less mobile persons. This provides disabled people with information about transport and advice about travelling using all forms of transport^[10].

1.1.56 Dogs travelling into and out of the UK must also comply with the criteria set out under the PET Travel Scheme. This scheme allows recognised assistance dogs to travel between the UK and other specified countries without them needing to be entered into quarantine. These animals must meet strict conditions set down by the Department for Environment, Food, and Rural Affairs (Defra) who administer the scheme. The Scheme only operates on routes approved by and agreed by Defra. An operator wishing to operate the scheme on a particular route must have an agreed Method of Operation for the route with Defra^[11].

1.2. When booking

1.2.57 Passengers need to be provided with sufficient and reliable information that can be used to check the facilities available, and ensure that they are aware of any practical difficulties and/or physical obstructions that will have to be coped with on the journey.

1.2.58 There may be times when the operator may need to restrict the number of passengers on board who have difficulties changing levels unaided and are travelling on their own.

1.2.59 Any restrictions to the hours during which assistance is available should be widely notified to known and potential passengers at the earliest opportunity, at the latest when they book.

1.2.60 Passengers should notify the vessel operators involved in advance of the needs of any persons of reduced mobility in their party, so that the vessel operators can make appropriate arrangements to provide assistance where necessary and warn passengers in advance of any potential difficulties or obstructions they might encounter on their journey.

1.2.61 When booking cabins passengers should make known their requirement for left or right transfer layout for accessible toilets.

1.2.62 All personnel dealing with enquiries or bookings, whether by telephone or in writing, should be knowledgeable about the facilities and services available for persons of reduced mobility. These personnel, as a matter of good practice, should enquire if any person travelling has any special needs.

1.2.63 In addition, an identified point of contact should be established to deal with written requests, bookings and the provision of written information.

1.3. What operators should provide

1.3.64 Operators should make clear to potential passengers details of any advance notice required where assistance may be necessary.

1.3.65 Operators should ensure that booking arrangements are adequate to record information on any special needs intimated by the customer and that this information is transferred to the relevant staff to ensure appropriate action is taken at time of arrival for travel and during the journey.

1.3.66 Operators should be able to provide, on request, information leaflets in a range of formats. These could include 12 point standard print, large print, audio and Braille, although requests for the later will probably be infrequent. This information should include travel information about the terminal and ship facilities available to assist passengers with reduced mobility. Maps, plans or diagrams are very helpful but should not be included in Braille unless they have been carefully explained in the Braille text.

1.4. Websites

1.4.67 Websites, where used, can easily be designed so that they are accessible to those using text to speech computer systems. They also need to be adaptable to the needs of readers with visual impairments and people with learning difficulties.

1.4.68 Advice on website design can be obtained from the RNIB, the World Wide Web Consortium and the Disability Rights Commission, who have published a new BSI standard PAS78: A guide to good practice in commissioning accessible websites.

1.4.69 Where timetables are provided they should be available in large clear print and on tape; giving details of all sailings for each ship, departure terminal and destination. Where a telephone enquiry line is available an additional text phone facility should be provided.

1.5. Information about services and facilities

1.5.70 Information about services and facilities ashore and on board ships should include the following where relevant:

Ashore:

• layout;
• parking, including parking for blue badge holders;
• information systems, including an induction loop system;
• availability of telephones and text phones; at least one telephone should be accessible for wheelchair users;
• illuminated and variable message displays;
• reception arrangements for users;
• location /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; and
• facilities for assistance dogs, including relief areas.

Shore to ship transfer:

• details of any ramps, lifts, escalators, gradients and distances;
• availability of wheelchair-accessible vehicles for transfer of passengers; and
• availability of staff assistance including information on any limitations to the times at which services for disabled people are available which could limit when and how they can travel.

On board:

• contact points/officers on journey; and whereabouts of available information;
• unisex wheelchair-accessible toilets;
• baby changing facilities;
• safe play areas;
• wheelchair-accessible cabins;
• information systems and notices, including illuminated and variable message displays;
• restaurant facilities and services;
• lifts and escalators to vehicle and passenger decks;
• parking availability near lifts and escalators;
• wheelchair availability; and
• facilities for assistance dogs, including any relief areas.

Disembarkation:

• advance notice required;
• arrangements for assistance at terminal of disembarkation, including options for onward travel; and
• details of any known practical difficulties or physical obstacles at the terminal of disembarkation.

1.5.71 Ship owners and operators as appropriate are encouraged to achieve as many of these provisions in order to provide the safest environment possible for all passengers.

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Published: 11 September 2007 | Copyright disclaimer | Content disclaimer | © Crown copyright 2008