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Passenger assistance
Sometimes you might need an extra helping hand when travelling with us. If you or a member of your group should need assistance, we will do our very best to help. In this section you will find information on how to gain assistance before, during and at the end of your journey, should you require it.
How do I request passenger assistance?
Please tell us about what assistance you need as soon as possible, ideally as soon as you have booked your ticket.
Below you’ll find a list with things to consider. Talk to us about:
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lift access
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assistance to get you to your seat on board the ferry (where this service exists)
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wheelchair assistance
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additional space you may need to access to your vehicle for the driver/passengers, or access to the boot for equipment. We need to use available deck space as efficiently as possible, which can result in cars being packed tightly with limited space around vehicles. If we know about your requirements in advance, we can better plan your position on the car deck. Space is limited, but we will do our best with the space that we have
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whether you use a mobility aid. Access to our vessels varies. We can help advise you on the best way to board, where you can stow your equipment and anything else you need to be aware of to make your journey as comfortable as possible
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information on concessionary travel
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how to purchase tickets
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general information about your journey with us.
Check our port and fleet pages to understand more about our facilities.
If you need assistance at any point during your journey - please call our Customer Engagement Centre 48 hours or more before your journey begins.
What assistance is available for passengers who may require it during the journey with Caledonian MacBrayne
Our staff work hard each day to make your journey as safe, comfortable and as stress free as possible. They are here to help you. If you need assistance – please do speak to us prior to your journey. If you need assistance when you arrive or during your journey, please don’t hesitate to speak to them at the port, or on board.
Assistance – foot passengers
If you need assistance to board the ferry please let us know when you book your ticket, or contact our Customer Engagement Centre, 48 hours or more prior to your journey. This will help us make sure someone is available to assist you.
When you speak to our team they’ll tell you:
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the location of the Assistance Assembly Point at the port of departure, so you can be met by our team who will provide assistance.
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details on when you will need to arrive at the port. It may be that you will need to arrive earlier than the published check in time to gain assistance.
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to let a member of staff know that you have arranged assistance. They’ll let the assigned staff member know you’ve arrived. They’ll help you board first, with your luggage/equipment, using the route that’s most appropriate for you. On some ferries a member of vessel staff may continue your boarding to a seat or area as requested.
Assistance – vehicle drivers/passengers
If you need assistance to board the ferry, please let us know when you book your ticket, or contact our Customer Engagement Centre 48 hours or more prior to your journey. This will help us make sure someone is available to assist you. Vehicle spaces within easy reach of the ferry’s lift are limited, so it’s best to reserve this when you book your ticket.
When you arrive at the port:
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please let our port staff know that you have requested assistance. You can do this at check-in, at the ticket kiosk, or to the member of staff who is marshalling in the vehicle lane.
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tell us about the support you need. For example, if you have a hearing impairment – we load the ferry by voice and hand signals and make on board safety announcements using an audio system.
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activate your vehicle hazard warning lights while you wait in the car lane and when driving onto the vessel. This helps our staff to easily identify you and make sure you are provided with the support you require.
If you’ve not been able to request assistance in advance:
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please speak with our staff at the port when you arrive, or as you board the ferry so we can help you. If we are unable to provide a space close to a lift, you may need to board as a foot passenger, and your car will be loaded by one of the team.
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If you require assistance to board as a foot passenger, a member of the team will help you.
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If there is no passenger access system, it may be that you will access the ferry over the vehicle deck, with the assistance of our team.
Getting to and from your vehicle
On each vessel, we need to use available deck space as efficiently as possible. This can result in cars being packed tightly with limited space around vehicles.
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If you need additional room for access, whether for the driver, passenger, and/or to the boot for access equipment, please tell us when you book your ticket.
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You can also get in touch with our Customer Engagement Centre 48 hours or more before your journey to let us know about your request. We will always try to accommodate your request as best we can.
Boarding with a mobility aid/wheelchair
Since the design and layout of each ferry varies it’s useful to speak with our Customer Engagement Centre to discuss your needs (48 hours or more prior to your journey). You can find more details about each ferry on our fleet page.
Things to plan:
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How steep access to the vessel might be, based on local conditions.
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How you will board the vessel. On our smaller vessels, all passengers board via the vehicle deck. Our port staff or crew will be able to support you if required. Make yourself known to them at the port office, ticket kiosk or to the crew.
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Available space on board - especially during busy periods. If you are travelling with a motorised wheelchair, please let us know as early as you can so we can accommodate you.
How are travel disruptions managed for customers who have requested passenger assistance?
At times our services may be disrupted due to issues beyond our control.
We’ve published a guide explaining how we will look after our customers if our service is disrupted. It also details the circumstances under which compensation applies. There are large print, braille, and audio versions available on request.
Below, we’ve shared further detail about how we manage disruptions and what you can expect from Caledonian MacBrayne:
Informing our customers
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You’ll find full details in our sailing disruption information.
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Passengers travelling by vehicle will be contacted by us if their sailing is cancelled. Please make sure you’ve provided contact details when booking your ticket, and you’ve signed up for text alerts. You can also regularly check the service status page for your route. They have all the latest information on every crossing.
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Throughout the journey, we’ll make regular announcements about the crossing. If there’s any changes to planned timings or disruptions, we’ll tell you about it using the public address system. If you need to receive this information in an alternative format or in a more personalised way, please let our staff know and they will be happy to help you.
Planning ahead
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Remember to take the medication you need during the journey with you when you board. Think about what you might need should your journey be disrupted or delayed. You can find out more in our medication section.
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We have qualified First Aid staff in our ports and on our ferries, however we don’t carry, nor could we issue medication if you find you don’t have enough.
If you’ve requested assistance and your travel is disrupted:
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If you have requested assistance 48 hours or more prior to travel, we’ll ensure you still receive the support you need on the delayed or alternative sailing.
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In the event some of your journey needs to be completed by alternative means (bus / taxi etc), we’ll work to make sure we meet your needs by using accessible modes of transport. If you felt that you were unable to use the alternative options, please talk to one of our staff members so they can help you.
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If we need to use a different vessel on your route so that we can continue to deliver the service, let a member of the team know that you are unfamiliar with the vessel. They’ll be able to explain the layout and the facilities if you require. Any assistance you’ve requested in advance will be provided too. You can find out more about the facilities and layout of our vessels on our fleet pages.
During journey
Onward travel
Completing the next part of your journey
If you require assistance to meet your onward travel connections please discuss this with our Customer Engagement Centre 48 hours or more prior to your journey.
Please book onward travel which allows enough time for assistance. We may need up to 60 minutes to attend to safety critical tasks following arrival into port before we can provide support.
Feedback
Help us ensure our service is as good as it can be. If you’ve recently experienced assisted travel with us we’d really appreciate your feedback. Email: assistanceteam@calmac.co.uk
Would you like to be involved in your Local Access Panel or Transport Scotland’s Mobility Access Committee? We work with these bodies to improve the accessibility of our services, using their feedback to influence processes. Contact Disability Equality Scotland to find out more.
