DfT and MCA maritime passenger accessibility survey 2023
Published 26 September 2024
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About this release
This release presents analysis of a voluntary survey of ferry and cruise customers carried out by the Department for Transport (DfT) and Maritime and Coastguard Agency (MCA).
The aim was to find out from maritime passengers:
- their experience of transport using ships
- how effective the provision of assistance has been when using ferries or cruise ships
If you have any feedback on this research, please email AMASocialResearch@dft.gov.uk.
The survey ran between 30 October 2023 and 17 November 2023.
Ferry and cruise operators distributed the survey to their customer database via email. Respondents were offered the chance to win one of 20 £100 vouchers as compensation for their time. A total of 19,618 people responded to the survey. After cleaning the data and removing duplicate responses, the total sample size is 16,699 respondents.
The sample represents those who responded to the email from the ferry and cruise operators and chose to partake in this research. The sample is not representative of all maritime passengers and should not be generalised.
The survey collects passenger views on key dimensions of travel. These include experiences of booking the trip(s), getting around the port(s), boarding and disembarking, and accessing services or facilities on board the ship.
The analysis has compared the responses from 3 groups, listed below. The relevant sample size for each group can be found under each chart. The sample sizes vary across different charts because some questions are optional. Some questions are also only asked to certain people, for example, people who received assistance.
Passengers with a disability/access need
People who stated they have a disability, reduced mobility, or an accessibility need and have travelled by ferry or cruise in the last 12 months.
3,025 respondents
Carers answering on behalf of a passenger with a disability/access need
Carers for someone with a disability, reduced mobility, or an accessibility need who has travelled by either ferry or cruise in the last 12 months and are answering on behalf of that person.
1,861 respondents
Passengers who neither have a disability nor are carers
People who have travelled in the last 12 months by ferry or cruise, answering on behalf of themselves and who do not have a disability, reduced mobility, or an accessibility need.
11,813 respondents
View previous editions of this survey:
- DfT and MCA maritime passenger accessibility survey 2022
- Summary of the MCA disabled passenger satisfaction survey 2019
Main points
Overall, most respondents were satisfied with their last journey experience on ships. People with a disability or access need (whether they are responding themselves or a carer responding on their behalf) were slightly less satisfied with their experience than passengers without a disability or access need. Across the overall journey, getting to the port was the area where the most respondents were satisfied or very satisfied:
- 92% of passengers with a disability or access need
- 94% of carers
- 92% of those who neither have a disability or access need, nor are carers.
Boarding and disembarking was the aspect of the journey with the greatest difference in satisfaction between passengers with a disability or access need and without:
- 80% of passengers with a disability or access need were satisfied or very satisfied.
- 76% of carers were satisfied or very satisfied.
- 88% of those who neither have a disability nor are carers were satisfied or very satisfied.
Across the overall journey, using the designated wheelchair space was the area where most respondents were the least satisfied:
- 58% of passengers with a disability or access need were satisfied or very satisfied.
- 63% of carers satisfied or very satisfied.
- 30% of people who do not have a disability nor are a carer were satisfied or very satisfied.
Most respondents who did not have a disability nor are a carer answered ‘don’t know’ to this question (43%).
Chart 1: Satisfaction with different aspects of their last journey (by group)
| Aspects of their last journey | Carers answering on behalf of a passenger with a disability and/or access need | Passengers with a disability and/or access need | Passengers who neither have a disability and/or access need, nor are a carer |
|---|---|---|---|
| Booking the trip(s) | 89% | 91% | 94% |
| Getting to the port | 94% | 92% | 92% |
| Boarding and disembarking | 76% | 80% | 88% |
| Facilities on board (for example, toilets, catering, entertainment) | 80% | 84% | 88% |
| Using the lifts | 67% | 69% | 70% |
| Using the ramps | 77% | 76% | 79% |
| Using accessible cabins | 77% | 70% | 71% |
| Using designated wheelchair space | 63% | 58% | 30% |
Sample: All respondents. Those with a disability or access need, approximately 3,025 respondents. Those answering as carers on behalf of a passenger with a disability or access need, approximately 1,860 respondents. Those answering neither as someone with a disability or access need nor as a carer, 11,813 respondents. Figures may not sum to 100% due to rounding. For full sample sizes, please refer to the relevant sections below.
Many respondents (84% of passengers with a disability, 84% of carers) surveyed were aware of the assistance that passengers can request when travelling by ferry or cruise. However, fewer (74% of passengers with a disability or access need, 73% of carers) reported knowing how to request this assistance.
Passengers who received assistance were broadly satisfied with the assistance they received. Assistance with boarding and disembarking scored highest in terms of satisfaction overall (92% of passengers with a disability or access need and 91% of carers reported being satisfied with this assistance). Assistance with accessing services or facilities on board the ship scored lowest overall for passengers with a disability or access need (88%). Assistance with getting around the port(s) scored lowest overall for carers (84%)
Chart 2: Satisfaction with assistance received at different parts of their last journey (by group)
| Assistance with aspects of their last journey | Carers answering on behalf of a passenger with a disability or access need | Passengers with a disability or access need |
|---|---|---|
| Assistance with making a booking | 91% | 92% |
| Assistance with boarding/disembarking | 88% | 91% |
| Assistance with getting around the port | 84% | 89% |
| Assistance with accessing services or facilities onboard the ship | 86% | 88% |
Sample: All those who requested assistance on their last journey by ferry or cruise in the last 12 months. Data presented is rebased to exclude those who stated they did not receive this assistance. Those with a disability or access need, approximately 700 respondents. Those answering as carers on behalf of a passenger with a disability or access need, approximately 550 respondents. Figures may not sum to 100% due to rounding. For full sample sizes, please refer to the relevant sections below.
Section 1. Sample profile
The following section describes who responded to the survey, as this survey was distributed amongst customers of ferry and cruise operators, which means it is not representative of all maritime passengers and should not be generalised.
Whether respondents had a disability or not
Most (71%) of those surveyed neither had disability or access need nor answered as a carer for someone who had a disability or access need. Of those with disability or access need, more answered about their own experiences (18% of the total sample) than answered as a carer on behalf of someone with a disability or access need (11%).
Chart 3: Whether respondents answered as a person with a disability or as a carer
| Type of respondent | Percentage of respondents |
|---|---|
| Passengers who neither have a disability/access need nor are a carer | 71% |
| Passengers with a disability/access need | 18% |
| Carers answering on behalf of a passenger with a disability/access need | 11% |
Sample: All respondents. Those with a disability or access need, approximately 3,025 respondents. Those answering as carers on behalf of a passenger with a disability or access need, approximately 1,860 respondents. Those answering neither as someone with a disability or access need nor as a carer, 11,813 respondents. Figures may not sum to 100% due to rounding.
Mode used to travel to the port
Most respondents said they used a car, with themselves being the driver, to travel to the port (50% of those with a disability or access need, 78% of carers and 59% of those who neither had a disability or access need). The second most common mode used to travel to the port was a car with someone else as the driver, and taxis.
Chart 4: Mode(s) used by respondents to travel to the port
| Mode(s) used to travel to the port | Carers answering on behalf of a passenger with a disability/access need | Passengers with a disability/access need | Passengers who neither have a disability/access need nor are a carer |
|---|---|---|---|
| Car, with you as the driver | 78% | 50% | 59% |
| Car, with someone else as the driver | 15% | 33% | 20% |
| Taxi | 2% | 4% | 3% |
| Rail | 1% | 3% | 4% |
| Public transport bus | 1% | 2% | 2% |
| Cycling or on foot | 1% | 2% | 3% |
| Coach | 2% | 2% | 3% |
| Motorcyle | 0% | 1% | 3% |
| Motorhome or campervan | 1% | 1% | 2% |
| Van | 0% | 0% | 0% |
| Plane | 0% | 1% | 1% |
| Other | 0% | 0% | 0% |
Sample: All respondents who mentioned they had a disability which reduced their ability to carry out day to day activities. 3,227 responses from passengers with a disability or access need, 1,898 responses from carers answering on behalf of a passenger with a disability or access need, 12,646 responses from those with neither a disability or access need nor were a carer. Respondents were able to select multiple options, so figures are for responses rather than respondents and figures may not sum to 100% due to rounding. This question was optional.
Areas where respondents disability affects them
Those surveyed were asked to describe which areas their disability or condition affected them or the person they care for. The most common disability related to mobility, mentioned by 48% of passengers with a disability need and 31% of carers responding on behalf of a passenger with a disability or access need. The next most common disability mentioned by our sample related to memory.
Chart 5: What type of disability or impairment respondents reported having
| Type(s) of disability or impairment | Carers answering on behalf of a passenger with a disability or access need | Passengers with a disability /access need |
|---|---|---|
| Mobility (for example walking short distances or climbing stairs) | 31% | 48% |
| Memory | 8% | 19% |
| Hearing (for example deafness or partial hearing) | 7% | 9% |
| Learning or understanding or concentrating | 9% | 8% |
| Dexterity (for example lifting and carrying objects, using a keyboard) | 12% | 6% |
| Vision (for example blindness or partial sight) | 5% | 3% |
| Mental health | 6% | 3% |
| Stamina or breathing or fatigue | 14% | 3% |
| Socially or behaviourally (for example associated with autism spectrum disorder (ASD), or attention deficit hyperactivity disorder (ADHD)) | 6% | 1% |
| None of the above | 0% | 0% |
| Other | 1% | 0* |
Sample: All respondents who mentioned they had a disability which reduced their ability to carry out day to day activities. 4,108 responses from passengers with a disability or access need, 3,937 responses from carers answering on behalf of a passenger with a disability or access need. Respondents were able to select multiple options, so figures are for responses rather than respondents and figures may not sum to 100% due to rounding. This question was optional.
* Data not available for passengers responding Don’t know.
Region where respondents live
Most of those who responded live in the Northern Ireland. This is likely to be due to where the survey was distributed, rather than a reflection of the maritime passenger population. Those responding as a carer were asked about where the person they provide care for lives and not where they live themselves.
Chart 6: Where respondents live
| Region | Carers answering on behalf of a passenger with a disability/access need | Passengers with a disability/access need | Passengers who neither have a disability/access need nor are a carer |
|---|---|---|---|
| Northern Ireland | 23% | 22% | 16% |
| Scotland | 10% | 9% | 9% |
| Wales | 4% | 5% | 5% |
| North East | 2% | 2% | 2% |
| North West | 12% | 13% | 13% |
| Yorkshire and the Humber | 5% | 4% | 6% |
| West Midlands | 5% | 5% | 5% |
| East Midlands | 5% | 4% | 4% |
| East of England | 3% | 3% | 3% |
| South East | 14% | 15% | 18% |
| London | 4% | 4% | 4% |
| South West | 6% | 6% | 7% |
| Outside of the UK | 6% | 6% | 8% |
| Prefer not to say | 1% | 1% | 1% |
Sample: All respondents. 3,014 passengers with a disability or access need, 1,854 carers answering on behalf of a passenger with a disability or access need and 11,779 passengers who neither have a disability or access need nor are a carer. Figures may not sum to 100% due to rounding. This question was optional.
Age of respondent
Of those surveyed, those with a disability are slightly older than those without. Over half (51%) of those with a disability or access need said they were over 65, and just over 6 in 10 (62%) of carers surveyed said the person they care for is over 65, compared to just 37% of passengers who neither have a disability or access need nor are a carer. Those responding as a carer were asked about the age of the person they provide care for and not their own age.
Chart 7: Age of respondents
| Age group | Carers answering on behalf of a passenger with a disability/access need | Passengers with a disability/access need | Passengers who neither have a disability/access need nor are a carer |
|---|---|---|---|
| 16-24 | 7% | 0% | 1% |
| 25-34 | 4% | 2% | 4% |
| 35-44 | 4% | 5% | 10% |
| 45-54 | 6% | 14% | 17% |
| 55-64 | 15% | 27% | 30% |
| 65-74 | 25% | 33% | 28% |
| 75-84 | 23% | 17% | 9% |
| 85+ | 14% | 1% | 0% |
| Prefer not to say | 1% | 1% | 1% |
Sample: All respondents. 3,018 passengers with a disability or access need, 1,668 carers answering on behalf of a passenger with a disability or access need and 11,784 passengers who neither have a disability or access need nor are a carer. Figures may not sum to 100% due to rounding. This question was optional.
Gender of respondents
Nearly 6 in 10 (59%) respondents who said they were a carer identified as a woman. This compares to 51% of those with a disability or access need and 40% of those who neither had a disability or access need nor were a carer.
Similarly, nearly 6 in 10 (59%) of respondents who said they neither had a disability or access need nor were a carer identified as a man. This compares to 48% of those who had a disability or access need and 39% of carers.
Respondents who said they had a disability or access need were approximately evenly distributed between identifying as women (51%) and men (48%).
Chart 8: Gender of respondents
| Gender | Carers answering on behalf of a passenger with a disability/access need | Passengers with a disability/access need | Passengers who neither have a disability/access need nor are a carer |
|---|---|---|---|
| Woman | 59% | 51% | 40% |
| Man | 39% | 48% | 59% |
| Prefer to self-describe | 1% | 0% | 0% |
| Prefer not to say | 2% | 1% | 1% |
Sample: All respondents. 3,012 passengers with a disability or access need, 1,855 carers answering on behalf of a passenger with a disability or access need and 11,763 passengers who neither have a disability or access need nor are a carer. Figures may not sum to 100% due to rounding. This question was optional.
Pregnancy status of respondents
Most respondents said they had not been pregnant in the last 12 months (98% of those with a disability or access need, 99% of carers, and 97% of those who neither had a disability or access need nor were a carer).
A minority (1% and 1%) of respondents with a disability or access need and those with neither had a disability or access need nor were a carer said they had been pregnant in the last 12 months.
Chart 9: Whether respondents has been pregnant in the last 12 months
| Pregnancy status | Carers answering on behalf of a passenger with a disability/access need | Passengers with a disability/access need | Passengers who neither have a disability/access need nor are a carer |
|---|---|---|---|
| No, not pregnant in the last 12 months | 99% | 98% | 97% |
| Yes, pregnant in the last 12 months | 0% | 1% | 1% |
| Prefer not to say | 1% | 1% | 2% |
Sample: All respondents. 2,979 passengers with a disability or access need, 1,842 carers answering on behalf of a passenger with a disability or access need and 11,701 passengers who neither have a disability or access need nor are a carer. Figures may not sum to 100% due to rounding. This question was optional.
Ethnicity of respondents
Most respondents said that their ethnicity was White: English, Welsh, Scottish, Northern Irish, British (86% of those with a disability or access need; 83% of carers and 84% of those who neither had a disability or access need nor were carers). The second most common Ethnicity was White: Irish (10% of those with a disability or access need; 12% of carers and 10% of those who neither had a disability or access need nor were carers).
Chart 10: Ethnicity of respondents
| Ethnicity | Carers answering on behalf of a passenger with a disability/access need | Passengers with a disability/access need | Passengers who neither have a disability/access need nor are a carer |
|---|---|---|---|
| White: English/Welsh/Scottish/Northern Irish/British | 83% | 86% | 84% |
| White: Irish | 12% | 10% | 10% |
| White: Gypsy or Irish Traveller | 0% | 0% | 0% |
| White: Any other White Background | 1% | 1% | 2% |
| Mixed/Multiple ethnic: White and Black Caribbean | 0% | 0% | 0% |
| Mixed/Multiple ethnic: White and Black African | 0% | 0% | 0% |
| Mixed/Multiple ethnic: White and Asian | 0% | 0% | 0% |
| Mixed/Multiple ethnic: Any other Mixed/Multiple ethnic background | 0% | 0% | 0% |
| Asian/Asian British: Indian | 0% | 0% | 0% |
| Asian/Asian British: Pakistani | 0% | 0% | 0% |
| Asian/Asian British: Bangladeshi | 0% | 0% | 0% |
| Asian/Asian British: Chinese | 0% | 0% | 0% |
| Asian/Asian British: Any other Asian background | 0% | 0% | 0% |
| Black/African/Caribbean/Black British: African | 0% | 0% | 0% |
| Black/African/Caribbean/Black British: Caribbean | 0% | 0% | 0% |
| Black/African/Caribbean/Black British: Any other Black/African/Caribbean background | 0% | 0% | 0% |
| Other ethnic group: Arab | 0% | 0% | 0% |
| Other ethnic group: Any other ethnic group | 0% | 0% | 0% |
| Prefer not to say | 2% | 2% | 2% |
Sample: All respondents. 3,018 passengers with a disability or access need, 1,857 carers answering on behalf of a passenger with a disability or access need and 11,791 passengers who neither have a disability or access need nor are a carer. Figures may not sum to 100% due to rounding. This question was optional.
Section 2. Accessing information
Of those who answered on behalf of themselves and had a disability, 41% said they looked for information about how to get around the port and 40% looked for information about how to get around the ship before making their last journey. This compares to 53% around the port and 58% around the ship of those answering on behalf of the person they care for and 34% around the port and 24% around the ship of those answering on behalf of themselves without a disability.
Only a minority of respondents did look for information about how to get around the port but could not find the information they were looking for (4% of passengers with a disability or access need, and 6% of carers answering on behalf of a passenger with a disability or access need).
Similarly, only a minority of respondents did look for information about how to get around the ship but could not find the information they were looking for (6% of passengers with a disability or access need, and 7% of carers answering on behalf of a passenger with a disability or access need).
Chart 11: Looking for information on how to get around the port, by group
| Looked for information on how to get around port | Carers answering on behalf of a passenger with a disability/access need | Passengers with a disability/access need | Passengers who neither have a disability/access need nor are a carer |
|---|---|---|---|
| Yes, and found the information needed | 47% | 37% | 31% |
| Yes, but could not find the information needed | 6% | 4% | 2% |
| No | 43% | 57% | 65% |
| Can’t remember | 4% | 2% | 1% |
Sample: All those who travelled by ferry or cruise in the last 12 months, 3,014 passengers with a disability or access need, 1,856 carers answering on behalf of a passenger with a disability or access need and 11,768 passengers who neither have a disability or access need nor are a carer. Figures may not sum to 100% due to rounding.
Chart 12: Looking for information on how to get around the ship, by group
| Looked for information on how to get around ship | Carers answering on behalf of a passenger with a disability/access need | Passengers with a disability/access need | Passengers who neither have a disability/access need nor are a carer |
|---|---|---|---|
| Yes, and found the information needed | 51% | 34% | 22% |
| Yes, but could not find the information needed | 7% | 6% | 1% |
| No | 40% | 59% | 76% |
| Can’t remember | 2% | 1% | 1% |
Sample: All those who travelled by ferry or cruise in the last 12 months, 3,015 passengers with a disability or access need, 1,854 carers answering on behalf of a passenger with a disability or access need and 11,795 passengers who neither have a disability or access need nor are a carer. Figures may not sum to 100% due to rounding.
Section 3. Journey satisfaction
Booking their last trip
On their last maritime journey in the last 12 months to October 2023, 89% of passengers with a disability and 91% of carers said they or the person they cared for were very satisfied or satisfied with the booking process. This compares to 94% of people who do not have a disability.
Chart 13: Satisfaction with the booking experience, by group
| Satisfaction with the booking experience | Carers answering on behalf of a passenger with a disability/access need | Passengers with a disability/access need | Passengers who neither have a disability/access need nor are a carer |
|---|---|---|---|
| Very satisfied | 56% | 59% | 61% |
| Satisfied | 34% | 33% | 33% |
| Neither satisfied nor dissatisfied | 7% | 6% | 4% |
| Dissatisfied | 2% | 2% | 1% |
| Very dissatisfied | 1% | 1% | 1% |
| Don’t know | 1% | 0% | 0% |
Sample: All those who travelled by ferry or cruise in the last 12 months, 3,025 passengers with a disability or access need, 1,860 carers answering on behalf of a passenger with a disability or access need and 11,812 passengers who neither have a disability or access need nor are a carer. Figures may not sum to 100% due to rounding.
Getting to the port
On the last journey made, 92% of passengers with a disability and 94% of carers answering on behalf of the person they care for were satisfied or very satisfied with getting to the port. This compares to 92% for those without a disability.
Chart 14: Satisfaction with the experience of getting to the port, by group
| Satisfaction with getting to the port | Carers answering on behalf of a passenger with a disability/access need | Passengers with a disability/access need | Passengers who neither have a disability/access need nor are a carer |
|---|---|---|---|
| Very satisfied | 60% | 52% | 53% |
| Satisfied | 34% | 39% | 38% |
| Neither satisfied nor dissatisfied | 5% | 6% | 6% |
| Dissatisfied | 1% | 2% | 2% |
| Very dissatisfied | 0% | 1% | 1% |
| Don’t know | 0% | 0% | 0% |
Sample: All those who travelled by ferry or cruise in the last 12 months, 3,025 passengers with a disability, 1,860 carers answering on behalf of a passenger with a disability and 11,812 passengers who neither have a disability or access need nor are a carer. Figures may not sum to 100% due to rounding.
Boarding and disembarking
On the last journey made, 80% of passengers with a disability and 76% of carers answering on behalf of the person they care for were satisfied or very satisfied with boarding and disembarking. This compares to 88% for those without a disability.
The highest percentage of passengers dissatisfied or very dissatisfied were carers with 14% of responses. This is followed by 10% of disabled passengers and 5% of passengers without a disability.
Chart 15: Satisfaction with the boarding and disembarking experience, by group
| Satisfaction with boarding and disembarking | Carers answering on behalf of a passenger with a disability/access need | Passengers with a disability/access need | Passengers who neither have a disability/access need nor are a carer |
|---|---|---|---|
| Very satisfied | 42% | 44% | 50% |
| Satisfied | 34% | 36% | 38% |
| Neither satisfied nor dissatisfied | 10% | 10% | 7% |
| Dissatisfied | 11% | 7% | 4% |
| Very dissatisfied | 3% | 3% | 1% |
| Don’t know | 0% | 0% | 0% |
Sample: All those who travelled by ferry or cruise in the last 12 months, 3,025 passengers with a disability, 1,860 carers answering on behalf of a passenger with a disability and 11,812 passengers who neither have a disability or access need nor are a carer. Figures may not sum to 100% due to rounding.
Facilities on board
On the last maritime journey made, 84% of passengers with a disability and 80% of carers said the person they cared for were very satisfied or satisfied with the facilities on board. This compares to 88% of people who do not have a disability nor are a carer.
Chart 16: Satisfaction with facilities on board (for example, toilets, catering, entertainment), by group
| Satisfaction with facilities | Carers answering on behalf of a passenger with a disability/access need | Passengers with a disability/access need | Passengers who neither have a disability/access need nor are a carer |
|---|---|---|---|
| Very satisfied | 41% | 45% | 46% |
| Satisfied | 40% | 38% | 42% |
| Neither satisfied nor dissatisfied | 11% | 9% | 8% |
| Dissatisfied | 6% | 5% | 3% |
| Very dissatisfied | 2% | 1% | 1% |
| Don’t know | 1% | 0% | 0% |
Sample: All those who travelled by ferry or cruise in the last 12 months, 3,025 passengers with a disability, 1,860 carers answering on behalf of a passenger with a disability and 11,812 passengers who neither have a disability or access need nor are a carer. Figures may not sum to 100% due to rounding.
Using the lifts
On the last maritime journey made, 69% of passengers with a disability and 67% of carers said the person they cared for were very satisfied or satisfied with using the lifts. This compares to 70% of people who do not have a disability nor are a carer.
The highest percentage of passengers dissatisfied or very dissatisfied were passengers with a disability (21%). This is followed by 18% of carers and 7% of passengers without a disability.
Chart 17: Satisfaction with using the lifts, by group
| Satisfaction with lifts | Carers answering on behalf of a passenger with a disability/access need | Passengers with a disability/access need | Passengers who neither have a disability/access need nor are a carer |
|---|---|---|---|
| Very satisfied | 30% | 36% | 37% |
| Satisfied | 36% | 33% | 34% |
| Neither satisfied nor dissatisfied | 12% | 11% | 14% |
| Dissatisfied | 14% | 12% | 5% |
| Very dissatisfied | 7% | 6% | 1% |
| Don’t know | 0% | 2% | 9% |
Sample: All those who travelled by ferry or cruise in the last 12 months, 2,660 passengers with a disability, 1,702 carers answering on behalf of a passenger with a disability and 3,439 passengers who neither have a disability or access need nor are a carer. Figures may not sum to 100% due to rounding.
Using the ramps
On the last maritime journey made, 76% of passengers with a disability and 77% of carers said the person they cared for were very satisfied or satisfied with using the ramps. This compares to 79% of people who do not have a disability nor are a carer.
Chart 18: Satisfaction with using the ramps, by group
| Satisfaction with ramps | Carers answering on behalf of a passenger with a disability/access need | Passengers with a disability/access need | Passengers who neither have a disability/access need nor are a carer |
|---|---|---|---|
| Very satisfied | 33% | 35% | 36% |
| Satisfied | 43% | 41% | 43% |
| Neither satisfied nor dissatisfied | 15% | 15% | 14% |
| Dissatisfied | 4% | 4% | 1% |
| Very dissatisfied | 2% | 2% | 0% |
| Don’t know | 3% | 3% | 5% |
Sample: All those who travelled by ferry or cruise in the last 12 months, 2,009 passengers with a disability, 1,153 carers answering on behalf of a passenger with a disability and 5,333 passengers who neither have a disability or access need nor are a carer. Figures may not sum to 100% due to rounding.
Using accessible cabins
On the last maritime journey made, 70% of passengers with a disability and 77% of carers said the person they cared for were very satisfied or satisfied with using the accessible cabins. This compares to 71% of people who do not have a disability nor are a carer.
Chart 19: Satisfaction with using the accessible cabins, by group
| Satisfaction with accessible cabins | Carers answering on behalf of a passenger with a disability/access need | Passengers with a disability/access need | Passengers who neither have a disability/access need nor are a carer |
|---|---|---|---|
| Very satisfied | 43% | 40% | 40% |
| Satisfied | 34% | 30% | 30% |
| Neither satisfied nor dissatisfied | 10% | 13% | 13% |
| Dissatisfied | 4% | 4% | 1% |
| Very dissatisfied | 3% | 2% | 1% |
| Don’t know | 6% | 10% | 15% |
Sample: All those who travelled by ferry or cruise in the last 12 months, 771 passengers with a disability, 519 carers answering on behalf of a passenger with a disability and 1,611 passengers who neither have a disability or access need nor are a carer. Figures may not sum to 100% due to rounding.
Using the designated wheelchair space
On the last maritime journey made, 58% of passengers with a disability and 63% of carers said the person they cared for were very satisfied or satisfied with using the designated wheelchair space. This compares to 30% of people who do not have a disability nor are a carer. Most (43%) respondents who did not have a disability nor are a carer answered ‘don’t know’.
Chart 20: Satisfaction with using the designated wheelchair space, by group
| Satisfaction with designated wheelchair space | Carers answering on behalf of a passenger with a disability/access need | Passengers with a disability/access need | Passengers who neither have a disability/access need nor are a carer |
|---|---|---|---|
| Very satisfied | 29% | 31% | 18% |
| Satisfied | 34% | 28% | 12% |
| Neither satisfied nor dissatisfied | 21% | 19% | 25% |
| Dissatisfied | 5% | 5% | 1% |
| Very dissatisfied | 3% | 3% | 0% |
| Don’t know | 8% | 15% | 43% |
Sample: All those who travelled by ferry or cruise in the last 12 months, 489 passengers with a disability, 459 carers answering on behalf of a passenger with a disability and 551 passengers who neither have a disability or access need nor are a carer. Figures may not sum to 100% due to rounding.
Section 4. Assistance
Knowledge of assistance
Passengers can request assistance when travelling by ferry or cruise. Most of those who had travelled in the last 12 months had heard of this assistance: 84% of passengers with a disability or access need, 84% of carers answering on behalf of the person they care for, and 83% of passengers who neither have a disability nor are a carer had heard of this assistance.
However, few had a deep knowledge of this assistance. Only 22% of passengers with a disability, 26% answering on behalf of the person they care for and 8% of those without a disability reported that they knew a lot about this assistance. This compares to 22% of passengers with a disability, 17% of carers and 38% of those without a disability who had either heard of the assistance but knew nothing about it, and 16% of passengers with a disability, 16% of carers and 17% of those without a disability nor are a carer had never heard of the assistance being offered.
Chart 21: Knowledge of assistance, by group
| Knowledge of assistance | Carers answering on behalf of a passenger with a disability/access need | Passengers with a disability/access need | Passengers who neither have a disability/access need nor are a carer |
|---|---|---|---|
| Know a lot about it | 26% | 22% | 8% |
| Know a little about it | 42% | 40% | 37% |
| Have heard of it, but know nothing about it | 17% | 22% | 38% |
| Have never heard of this | 16% | 16% | 17% |
Sample: All those who travelled by ferry or cruise in the last 12 months, 3,025 passengers with a disability, 1,800 carers answering on behalf of a passenger with a disability and 11,813 passengers who neither have a disability or access need nor are a carer. Figures may not sum to 100% due to rounding.
Knowledge of how to request assistance
Those who reported being aware of passenger assistance were then asked if they knew how to request this assistance. Carers said 74% of the people they care for know how to request assistance if needed. This compares to 73% for those with a disability and 56% of those asked who do not have a disability.
The percentage of those who did not know how to request assistance was highest for those without a disability with 44%. For those with a disability and those answering on behalf of the person they care for, 27 and 26% respectively did not know how to request the assistance.
Chart 22: Knowing how to request assistance, by group
| Knowledge of requesting assistance | Carers answering on behalf of a passenger with a disability/access need | Passengers with a disability/access need | Passengers who neither have a disability/access need nor are a carer |
|---|---|---|---|
| Yes, definitely | 32% | 34% | 16% |
| Yes, somewhat | 42% | 39% | 39% |
| No | 26% | 27% | 44% |
Sample: All those who travelled by ferry or cruise in the last 12 months and know a lot or a little about passenger assistance. 2,555 passengers with a disability, 1,470 carers answering on behalf of a passenger with a disability and 9,794 passengers who neither have a disability or access need nor are a carer. Figures may not sum to 100% due to rounding.
Receiving assistance
Those who reported knowing how to access assistance were asked if they requested assistance on their last journey in the previous 12 months by ferry or cruise. 36% of passengers with a disability or access need and 51% of carers said they did request assistance. 2% of those who neither had a disability nor were a carer said they requested assistance.
40% of passengers with a disability and 53% of those with carers received assistance on the last maritime journey taken. Some of those surveyed reported not knowing anything about passenger assistance (16% of those with a disability and 16% of carers) might have wanted to request assistance. However, this was not captured in the survey.
Chart 23: Whether passenger received assistance on their last maritime journey, by group
| Received assistance | Carers answering on behalf of a passenger with a disability/access need | Passengers with a disability/access need | Passengers who neither have a disability/access need nor are a carer |
|---|---|---|---|
| Yes | 53% | 40% | 3% |
| No | 46% | 59% | 97% |
| Don’t know | 1% | 0% | 1% |
Sample: All those who travelled by ferry or cruise in the last 12 months and who know about passenger assistance, 1,864 passengers with a disability or access need, 1,089 carers answering on behalf of a passenger with a disability or access need, 5,439 passengers who neither have a disability or access need nor are a carer. Figures may not sum to 100% due to rounding.
Amongst those who received assistance on their last journey by ferry or cruise, most had assistance in parking near the lifts.
The other most required assistance categories were parking with sufficient space to exit the car, carriage of assistance animals and getting directions from staff.
Chart 24: Type of assistance received on their last maritime journey, by group
| Type(s) of assistance received | Carers answering on behalf of a passenger with a disability/access need | Passengers with a disability/access need |
|---|---|---|
| Parked near the lifts | 26% | 27% |
| Parked with sufficient space to exit the car | 20% | 20% |
| Carriage of assistance animals | 0% | 17% |
| Getting directions from staff | 11% | 13% |
| Help moving through the port | 4% | 5% |
| Help getting to or from toilet facilities | 2% | 5% |
| Help getting to the ship (e.g. transport, wheelchair) | 4% | 4% |
| Communication of essential route information in accessible formats | 1% | 3% |
| Help getting on or off the ship (e.g. help using lifts, provision of a wheelchair) | 17% | 2% |
| Carriage of medical / mobility equipment | 1% | 1% |
| Help getting to seating or your cabin | 6% | 1% |
| Having a cabin provided for a carer / accompanying person | 2% | 1% |
| Help storing or retrieving baggage | 1% | 0% |
| None of these | 1% | 1% |
| Other | 2% | 1% |
Sample: All those who travelled by ferry or cruise in the last 12 months and received passenger assistance, 1,664 responses from passengers with a disability or access need, 1,479 responses from carers answering on behalf of a passenger with a disability or access need. Respondents were able to select multiple options, so figures are for responses rather than respondents and figures may not sum to 100% due to rounding. This question was optional.
Ease of accessing assistance
Most (93%) of those with a disability or access need who received assistance on their last maritime journey said it was very or easy requesting assistance in advance of the journey. This compares to 87% of carers who said the person they care for found it very easy requesting assistance in advance of the journey.
Chart 25: Ease of accessing assistance, by group
| Ease of accessing assistance | Carers answering on behalf of a passenger with a disability/access need | Passengers with a disability/access need |
|---|---|---|
| Very easy | 57% | 67% |
| Somewhat easy | 30% | 26% |
| Somewhat difficult | 6% | 3% |
| Very difficult | 1% | 1% |
| Can’t remember | 1% | 4% |
| Don’t know | 6% | 0* |
Sample: All those who travelled by ferry or cruise in the last 12 months and received passenger assistance, 751 passengers with a disability or access need, 575 carers answering on behalf of a passenger with a disability or access need. Figures may not sum to 100% due to rounding.
* Data not available for passengers responding ‘Don’t know’.
Section 5. Satisfaction with assistance
Those who stated they received assistance on their last maritime journey in the last 12 months were then asked how satisfied they were with the assistance received. Overall, those who had assistance to make a booking or to board or disembark from the ship were most likely to be satisfied with the assistance they received, compared to those who received assistance to get around the port or access facilities on the ship.
Satisfaction with assistance received in booking the trip
On their last maritime journey in the last 12 months, 92% of passengers with a disability and 91% of carers said they or the person they cared for were very satisfied or satisfied with any assistance they received during the booking process.
Chart 26: Satisfaction with assistance received in booking, by group
| Satisfaction with assistance in booking | Carers answering on behalf of a passenger with a disability or access need | Passengers with a disability or access need |
|---|---|---|
| Very satisfied | 56% | 65% |
| Satisfied | 35% | 27% |
| Neither satisfied nor dissatisfied | 8% | 8% |
| Dissatisfied | 0% | 0% |
| Very dissatisfied | 0% | 0% |
| Don’t know | 0% | 0* |
Sample: All those who requested assistance on their last journey by ferry or cruise in the last 12 months. Data presented is rebased to exclude those who stated they did not receive this assistance. 483 passengers with a disability or access need, 427 carers answering on behalf of a passenger with a disability or access need. Figures may not sum to 100% due to rounding.
* Data not available for passengers responding ‘Don’t know’.
Satisfaction with assistance received getting around the port
On their last maritime journey in the last 12 months, 89% of passengers with a disability and 84% of carers said they or the person they cared for were very satisfied or satisfied with the assistance they received in getting around the port(s).
Chart 27: Satisfaction with assistance received to get around the port(s), by group
| Satisfaction with assistance getting around the port | Carers answering on behalf of a passenger with a disability or access need | Passengers with a disability or access need |
|---|---|---|
| Very satisfied | 51% | 53% |
| Satisfied | 34% | 36% |
| Neither satisfied nor dissatisfied | 13% | 9% |
| Dissatisfied | 2% | 2% |
| Very dissatisfied | 1% | 1% |
| Don’t know | 1% | 0* |
Sample: All those who requested assistance on their last journey by ferry or cruise in the last 12 months. Data presented is rebased to exclude those who stated they did not receive this assistance. 474 passengers with a disability or access need, 398 carers answering on behalf of a passenger with a disability or access need. Figures may not sum to 100% due to rounding.
* Data not available for passengers responding ‘Don’t know’.
Satisfaction with assistance received in boarding/ disembarking
On their last maritime journey, 91% of passengers with a disability and 88% of carers said they or the person they cared for were very satisfied or satisfied with any assistance they received boarding or disembarking the ship.
Chart 28: Satisfaction with assistance received boarding or disembarking, by group
| Satisfaction with assistance boarding or disembarking | Carers answering on behalf of a passenger with a disability or access need | Passengers with a disability or access need |
|---|---|---|
| Very satisfied | 58% | 63% |
| Satisfied | 30% | 28% |
| Neither satisfied nor dissatisfied | 6% | 4% |
| Dissatisfied | 4% | 3% |
| Very dissatisfied | 2% | 2% |
| Don’t know | 0% | 0* |
Sample: All those who requested assistance on their last journey by ferry or cruise in the last 12 months. Data presented is rebased to exclude those who stated they did not receive this assistance. 703 passengers with a disability or access need, 551 carers answering on behalf of a passenger with a disability or access need. Figures may not sum to 100% due to rounding.
* Data not available for passengers responding ‘Don’t know’.
Satisfaction with assistance received in accessing services or facilities on the ship
On their last maritime journey in the last 12 months, 88% of passengers with a disability and 86% of carers said they or the person they cared for were very satisfied or satisfied with any assistance they received in accessing services or facilities on the ship.
Chart 29: Satisfaction with assistance received with accessing services or facilities on the ship, by group
| Satisfaction with assistance accessing services or facilities | Carers answering on behalf of a passenger with a disability or access need | Passengers with a disability or access need |
|---|---|---|
| Very satisfied | 49% | 54% |
| Satisfied | 37% | 34% |
| Neither satisfied nor dissatisfied | 9% | 8% |
| Dissatisfied | 4% | 3% |
| Very dissatisfied | 0% | 1% |
| Don’t know | 0% | 0* |
Sample: All those who requested assistance on their last journey by ferry or cruise in the last 12 months. Data presented is rebased to exclude those who stated they did not receive this assistance. 592 passengers with a disability or access need, 482 carers answering on behalf of a passenger with a disability or access need. Figures may not sum to 100% due to rounding.
* Data not available for passengers responding ‘Don’t know’.
Section 6. Barriers and future use
Ferry barriers and future use
These questions were answered by those who have not travelled by ferry in the last 12 months, however as this survey was distributed to the customers of ferry and cruise operators, respondents may have undertaken ferry travel in the past. Therefore, these barriers may not be the same as those who have never travelled by ferry.
Chart 30: Barriers to further ferry use, by group
| Barriers to further ferry use | Carers answering on behalf of a passenger with a disability/access need | Passengers with a disability/access need | Passengers who neither have a disability/access need nor are a carer |
|---|---|---|---|
| I/They have not needed to travel by ferry in the last 12 months | 54% | 49% | 70% |
| Can’t afford to travel this way | 2% | 9% | 9% |
| I/They are not interested in travelling by ferry | 16% | 9% | 7% |
| They prefer to travel another way | 8% | 7% | 6% |
| It’s difficult to get around the ferry | 3% | 7% | 0% |
| It’s difficult to board or disembark from the ferry | 6% | 5% | 0% |
| It’s difficult to get to or around the port | 0% | 4% | 1% |
| Don’t have someone to travel with / help | 2% | 3% | 1% |
| Unable/not comfortable travelling due to COVID-19 restrictions | 1% | 3% | 1% |
| Had a bad experience before | 1% | 2% | 1% |
| Don’t know | 1% | 0* | 0* |
| Other | 6% | 3% | 2% |
Sample: All those who have not travelled by ferry in the last 12 months (October 2021 to November 2022). 362 responses from passengers with a disability or access need, 90 responses from carers, and 964 responses from passengers who neither have a disability or access need nor are a carer for a passenger with a disability or access need. Respondents were able to select multiple options, so figures are for responses rather than respondents and figures may not sum to 100% due to rounding. This question was optional.
* Data not available for for passengers with a disability and neither disability nor carer responding ‘Don’t know’.
Respondents who had not travelled by ferry in the last 12 months were asked what the reasons for this were. Respondents could select multiple reasons as their response.
Of the responses that answered ‘Other’, this included being unsure if they could travel with their pets, such as dogs, and sailing times that did not suit their travel plans.
Around 1 in 20 of those with a disability or access need cite an accessibility barrier to travelling by ferry:
- 7% said it is difficult to get around the ferry
- 5% said it is difficult to board or disembark from the ferry
- 4% said it is difficult to get around the port
Chart 31: Future ferry use, by group
| Enablers to further ferry use | Carers answering on behalf of a passenger with a disability/access need | Passengers with a disability/access need | Passengers who neither have a disability/access need nor are a carer |
|---|---|---|---|
| If it was less expensive | 13% | 33% | 43% |
| Nothing | 55% | 23% | 43% |
| If there was better assistance at the port or when boarding/disembarking from the ferry | 7% | 13% | 1% |
| If there were better facilities for me/them on the ferry | 9% | 9% | 1% |
| If there was better communication on the accessibility of the ferry | 9% | 9% | 1% |
| If it was easier to get to the ferry port | 3% | 8% | 8% |
| If there was better assistance getting around the ferry | 4% | 5% | 0% |
| Other | 0% | 1% | 3% |
Sample: All those who have not travelled by ferry in the last 12 months (October 2021 to November 2022). 383 responses from passengers with a disability or access need, 91 responses from carers and 945 responses from passengers who neither have a disability or access need nor are a carer for a passenger with a disability or access need. Respondents were able to select multiple options, so figures are for responses rather than respondents and figures may not sum to 100% due to rounding. This question was optional.
Passengers who have not travelled by ferry in the last 12 months were then asked what could be done to encourage them to travel by ferry more often. The most common responses, both amongst those with a disability or access need, carers and those neither with a disability nor are a carer, is if the service was less expensive and nothing.
Of the responses that answered ‘Other’, this included being able to travel with their pets, such as dogs, more frequent sailing times and living closer to a ferry port.
However, about 1 in 10 said improved assistance at the port or when boarding/disembarking from the ferry (13% of those with a disability or access need, 7% of carers, compared to 1% of those without a disability nor are carers).
Cruise barriers and future use
These questions were answered by those who have not travelled by cruise in the last 12 months. However, as this survey was distributed to the customers of ferry and cruise operators, respondents may have undertaken cruise travel in the past. Therefore, these barriers may not be same as those who have never travelled by cruise.
Chart 32: Barriers to further cruise use, by group
| Barriers to further cruise use | Carers answering on behalf of a passenger with a disability/access need | Passengers with a disability/access need | Passengers who neither have a disability/access need nor are a carer |
|---|---|---|---|
| I/They are not interested in travelling by cruise | 31% | 28% | 38% |
| I/They have not needed to travel by cruise in the last 12 months | 24% | 28% | 31% |
| Can’t afford to travel this way | 18% | 23% | 17% |
| I/They prefer to travel another way | 6% | 6% | 10% |
| Unable/not comfortable travelling due to COVID-19 restrictions | 3% | 4% | 2% |
| Don’t have someone to travel with/help | 2% | 3% | 1% |
| It’s difficult to board or disembark from the cruise ship | 3% | 2% | 0% |
| It’s difficult to get to or around the port | 1% | 2% | 0% |
| It’s difficult to get around the cruise ship | 3% | 2% | 0% |
| Had a bad experience before | 1% | 1% | 1% |
| Don’t know | 3% | 0* | 0* |
| Other | 3% | 0% | 0% |
Sample: All those who have not travelled by cruise in the last 12 months (October 2021 to November 2022). 3,389 responses from passengers with a disability or access need, 1,992 responses from carers, and 12,206 responses from passengers who neither have a disability or access need nor are a carer for a passenger with a disability or access need. Respondents were able to select multiple options, so figures are for responses rather than respondents and figures may not sum to 100% due to rounding. This question was optional.
* Data not available for for passengers with a disability and neither disability nor carer responding ‘Don’t know’.
Respondents who had not travelled by cruise in the last 12 months were asked what the reasons for this were. Respondents could select multiple reasons as their response. Many respondents cited that they were not interested or had not needed to travel by cruise in the last 12 months. Respondents also said they could not afford to travel this way (cited by 23% of those with a disability or access need, 18% of carers, and 17% of those who did not have a disability or access need nor are carers).
Of the responses that answered ‘Other’, this included difficulties in obtaining travel insurance particularly for those with health conditions, ill-health, being unsure if they could bring medical equipment or mobility scooters on-board, limited access to accessible cabins, and not being able to travel with their pets, such as dogs, being unsure if they could travel with their pets, such as dogs, and sailing times that did not suit their travel plans.
About 1 in 20 of those with a disability or access need cited accessibility related barriers to cruise use (3% mentioned they do not have someone to travel with or help, 2% it being difficult to board and disembark the cruise ship).
Chart 33: Future cruise use, by group
| Enablers to further cruise use | Carers answering on behalf of a passenger with a disability/access need | Passengers with a disability/access need | Passengers who neither have a disability/access need nor are a carer |
|---|---|---|---|
| If it was less expensive | 30% | 41% | 42% |
| Nothing | 38% | 35% | 53% |
| If there was better communication on the accessibility of the cruise | 7% | 6% | 1% |
| If there was better assistance at the port or when boarding / disembarking the cruise ship | 7% | 5% | 0% |
| If there were better facilities for them on the cruise | 7% | 4% | 1% |
| If it was easier to get to the port | 2% | 4% | 3% |
| If there was better assistance getting around the cruise | 4% | 4% | 0% |
| Other | 5% | 0% | 0% |
Sample: All those who have not travelled by cruise in the last 12 months (October 2021 to November 2022). 3,333 responses from passengers with a disability or access need, 2,133 responses from carers, and 10,947 responses from passengers who neither have a disability or access need nor are a carer for a passenger with a disability or access need. Respondents were able to select multiple options, so figures are for responses rather than respondents and figures may not sum to 100% due to rounding. This question was optional.
Those who have not travelled by cruise in the last 12 months were then asked what could be done to encourage them to travel by cruise more often. The most common response, amongst all groups, is if the service was less expensive and nothing.
Of the responses that answered ‘Other’, this included cheaper travel insurance particularly for those with health conditions, more cruise departures from the UK, and being able to travel with their pets, such as dogs.
However, those with a disability also noted improved assistance and facilities as reasons which would increase cruise use:
- 6% of those with a disability or access need and 7% of carers, cited wanting better communication on the accessibility of the cruise.
- 5% of those with a disability or access need and 7% of carers, cited wanting better assistance at the port or when boarding/disembarking from the cruise ship.
Section 7. Methodology
This survey was conducted by the Department for Transport and the Maritime and Coastguard Agency in partnership with some ferry and cruise operators. It ran between 30 October 2023 and 17 November 2023. The operators who took part in this research distributed the survey to their customer database via email. Respondents were offered the chance to win one of twenty £100 vouchers as compensation for their time.
Caveats
Users of this research should be aware of the following caveats. The sample represents those who responded to the email from the ferry and cruise operators and chose to partake in this research. The sample is not representative of all maritime passengers and should not be generalised. The survey asked respondents about their last journey by ferry or cruise in the previous 12 months, and as such, respondents answers may be subject to recall bias, where respondents do not accurately remember events, particularly those that happened a long time ago.
Comparability with previous maritime passenger accessibility surveys
The maritime passenger accessibility surveys of 2018 and 2019 were distributed through the MCA and DfT social media. Respondents who saw the invite on social media would then opt in to take part in the survey. In 2018 this achieved a sample of 250 responses; in 2019 this achieved a sample of 173 responses.
A new approach was trialled for this survey in 2022, in which ferry and cruise operators distributed the survey to their customer database via email. Respondents were offered the chance to win one of ten £100 vouchers as compensation for their time. A total of 36 operators were contacted to take part in this research, and 4 operators sent the survey to their customer databases.
The 2023 survey was also distributed by ferry and cruise operators through their customer database via email. Respondents were offered the chance to win one of twenty £100 vouchers as compensation for their time. A total of 37 operators were contacted to take part in this research, and 7 operators sent the survey to their customer databases.
Sample size and details
A total of 19,618 people responded to the survey. After cleaning the data and removing duplicate responses, the total sample size is 16,699 respondents. Duplicate responses were identified by finding duplicate IP addresses and removing them.
Passengers with a disability/access need – 3,025 respondents stated they had a disability, reduced mobility, or an accessibility need.
290 respondents with a disability also provided care for someone. 159 chose to answer about their own experiences. 131 chose to answer on behalf of the person they provide care for, instead of their own experiences.
3,256 respondents with a disability had not travelled by ferry or cruise in the last 12 months.
The total sample size for this group who travelled by ferry or cruise within the last 12 months is 3,025 people with a disability/access need who have travelled by ferry or cruise in the last 12 months. However, as many questions are routed and some questions are optional, the specific base size will vary throughout and is specified at each question.
Carers answering on behalf of a passenger with a disability/access need – 1,861 respondents stated they provided care for someone with a disability, reduced mobility, or an accessibility need.
2,880 respondents who provide care for someone stated that the person they provide care for has not travelled by ferry or cruise in the last 12 months.
The total sample size for this group who travelled by ferry or cruise within the last 12 months is 1,861 carers, answering on behalf of a passenger with a disability/access need who has travelled by ferry or cruise in the last 12 months. However, as many questions are routed and some questions are optional, the specific base size will vary throughout and is specified at each question.
Passengers who neither have a disability nor are a carer – 11,813 respondents stated they do not have a disability, reduced mobility, or access need nor provide care for someone who does.
12,568 respondents stated they had not travelled by ferry or cruise in the last 12 months.
The total sample size for this group who travelled by ferry or cruise within the last 12 months is 11,813 people who do not have a disability/access need nor are answering in their role as a carer for someone with a disability/access need. However, as many questions are routed and some questions are optional, the specific base size will vary throughout and is specified at each question.
The operators who took part in this research are primarily ferry companies. This is reflected in that most respondents reported having used a ferry service in the last 12 months, while fewer had used a cruise service in the last 12 months. This means that the data above predominately reflects the experiences of people using ferry services, rather than cruise services.