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Assisted Travel Guide

Disruptions

Disruptions

Our process for informing all passengers of disruptions to our services is detailed in our sailing disruption information. During disruptions to our timetabled services, passengers travelling by car or other vehicles will be contacted via telephone if their sailing is cancelled. The best way to stay up to date with the status of your sailing is to regularly check our service status or sign up for text alerts, more information can be found here.

If you have requested assistance in line with this guide we will ensure that you receive the assistance requested on your alternative sailing. If you are travelling as a foot passenger you will be assisted when boarding, providing you requested assistance prior to your journey or from our port staff.

Throughout your journey we will make regular announcements about your trip, change to planned timings or disruptions. Should you require this information in a different format or in a more personalised way i.e. face to face, please let our staff know and they will be happy to help.

In the event of cancellations and diversions, we may need to transport you by alternative means such as buses or taxis to help you reach your destination. Wherever possible we will endeavour to meet your needs by using accessible taxis and buses however this may not always be possible. If such a situation were to arise or you feel you would be unable to use either of these methods of transport, please let one of our staff know so they can discuss alternative options with you.

When we experience disruption within the network, we are occasionally required to deploy a different vessel to the route so that we can continue to deliver lifeline services. If you find that we have deployed an alternative vessel with which you are unfamiliar with, our staff can explain to you the layout and facilities if you require. Please just let a member of the team know as you board the vessel.

You can also view the Access Statements for all our ports and vessels which will allow you see the facilities available throughout our network.

Please ensure that you have enough medication on your person to manage your conditions during a period of disruption. Depending on the nature of the disruption, you may find your overall journey time increasing so it's worthwhile making sure you have enough medication for your conditions. Whilst we have qualified First Aid staff on board our vessels and in our ports, we do not carry nor could we issue medication if you find you don't have enough.

Your Guide to Passenger Welfare, which explains how we will look after our customers if our service is disrupted and the circumstances under which compensation applies can be found below. These are available in large print, braille and audio on request also.  

Passenger Welfare leaflet [843KB]

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