Lovely staff but frustrating visit
3
3
Date of visit: August 2026
I am a disabled person. I have experience of challenges around: a hidden impairment, accessing toilets and moving around.
I use or have experience of: changing places toilet, disabled toilet, hidden impairment, powerchair, toilet with hoist, toilets, walking aid, wheelchair
Overall Rating
Average
Castlebay ferry terminal is accessible on paper, but I encountered a few challenges on my visit, primarily with getting into the building, as there was no way to call for help from the accessible entrance.
Disabled Access In and Around
Average
There is a ramp leading up to the accessible entrance to the terminal, with a rail to the left as you ascend. The ramp has a short, steep section, but then levels out. When I got to the top, I found the door was locked - great! There was no way to call for assistance, so I made my way back to the other entrance, which has two steps with rails on either side and a lip on the door frame. On the way, a member of ferry staff spotted me, then went inside to open the locked door for me. The door is manual and opens inwards. To the left, there is an accessible toilet and standard gendered toilets. To the right, there are steps, five in total, with silver edging and yellow markings and wooden rails on each side. Just to the left of the stairs is a platform lift - one of those that you need to hold the button while moving - not my favourite. The lift has a small ramp at the bottom, but is level when exiting at the top. It is spacious enough for most mobility devices. When exiting, I had to bump the door open with my wheelchair, although it is light enough. Once upstairs, the ticket desk is on the left. The desk has a lowered counter and a hearing loop. There are several seats here if you are travelling as a non-vehicle passenger. To be direct, I would have given the terminal a good rating for access if it were not for me being unable to access the accessible entrance on the first try. This matters, as a locked door sends the message that we are not welcome.
Accessible facilities: Seating at regular intervals, Step-free entrance, Lift to all areas
Parking & Transport
Poor
I travelled to this place by personal vehicle
I parked our van 140 metres away on Pier Road - just outside of Cafe Kismul, an Indian Restaurant. This was not an accessible parking space, just the first one I found. I spotted an EV charger just outside the terminal, but the bays are not marked in any way. The charging unit is raised on a pavement, inside a shelter and set back with bollards on either side, making it exceptionally difficult to access when using a mobility device. When boarding, there are six loading lanes. Staff will direct you when you arrive.
Accessible facilities: Public or on street parking, Electric Vehicle Charging
Accessible Toilets
Average
The accessible toilet is on the left as you enter from the accessible entrance. It does not require a RADAR key and the door opens outwards. Inside, the toilet is quite spacious. There is room for a wheelchair or powerchair to turn, but I think a scooter user may find themselves having to reverse out. The toilet pan has contrasting rails on either side and a contrasting toilet seat. There is space for a left-side transfer, although the bin might make this tricky for some. The flush is also on the same side as the transfer space, which is good to see. The emergency cord should be on the left when seated, but it is not. The plastic casing for the alarm is visible on the ceiling, but the cord is totally absent. Given the distance from the ticket desk, yelling for help would be pointless! This needs to be replaced, and urgently. The sink has a small basin with a lever-style mixer tap and rails on either side of it, but no mirror. There is a mirror on the door, but there really should be one at the sink too.
Facilities: Accessible toilet
Staff
Good
The staff were great, both the member of the ferry crew who spotted me trying to access the building and the man at the ticket desk. He listened to my feedback, namely adding a bell at the accessible door. If the door is not unlocked, this means nobody is wasting their time trying to get in. I also suggested getting the emergency cord in the accessible toilet replaced.
