Accessible and Understanding
4.5
4.5
Date of visit: May 2015
I have experience of challenges around: moving around
Overall Rating
Excellent
Firstly, there's a discount for Blue Badge holders, our flexible ticket cost less than my parents' non-flexible ticket as we booked using my Blue Badge. We missed the information telling us to book a space near the lift for a wheelchair, but all the staff were extremely helpful when we got there, ensuring we had an accessible space near the lift on both crossings. Half a star is lost purely because they're working with a ferry that wasn't designed to be accessible. Every single staff member works hard to make accessible journeys as easy and pleasant as possible.
Disabled Access In and Around
Excellent
Had everything been modern and fully accessible I'd be awarding 5stars, that's the only issue though, that the ferries were not designed fully accessible. They are keenly aware of the needs of disabled passengers and have systems in place to deal with those with limited mobility or sight and hearing limitations. Where things were not designed accessible, they've worked around it and all staff had a can do attitude and were friendly and professional.
Parking & Transport
Excellent
As a Blue Badge holder we were priority boarded and parked next to a lift. They also ensured we were in a line right next to the terminal building and that we had plenty of space to get the wheelchair in and out. The terminal is fully accessible though the coffee shop is across the car park. Parking on board was easy, we were shepherded into an accessible space for the lift and a ramp was put there to combat the necessary lip from the deck door. Staff were on hand to help and were excellent throughout.
Accessible Toilets
Excellent
Terminal Disabled toilet accessed with the key, but are not usually kept locked. They are clean and functional and there are plenty of staff around ready to help. I didn't try the toilets on the ferry but they are described as accessible and are disabled designated.
Staff
Excellent
Every single member of staff, at both ports, were superb. Even though we hadn't known to book a lift accessible space on board, everyone helped ensure we got one and knew what to do in future without once making us feel like we were inconveniencing them. They were all helpful and kind and they spoke to me, not my husband about me, and none were condescending. They made the journey easy and pleasant.
Additional Information
Clearly they are used to dealing with disabled passengers, and although they are largely working with non-accessible ferries, they've worked hard to ensure each crossing is as easy as possible. I was impressed with the attitudes of the staff, who were apologetic when a ramp had been moved and they had to be asked for it, they couldn't have been nicer or more helpful.
