DfT and MCA maritime passenger accessibility survey 2024
Published 24 April 2026
© Crown copyright 2026
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About this release
This release presents analysis of a voluntary survey of ferry and cruise customers. The survey was carried out by the Department for Transport (DfT) and Maritime and Coastguard Agency (MCA). Analysis and reporting for the 2024 survey were completed by Ipsos.
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 29 October 2024 and 15 November 2024.
Ferry and cruise operators distributed the survey to their customer database via email. Respondents were offered the chance to win 1 of 20 £100 vouchers as compensation for their time. A total of 9,048 people responded to the survey. After cleaning the data and removing duplicate responses, the total sample size is 8,657 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, cognitive impairment, or an accessibility need and have travelled by ferry or cruise in the last 12 months.
1,508 respondents
Carers or companions answering on behalf of a passenger with a disability/access need
Carers or companions for someone with a disability, reduced mobility, cognitive impairment 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.
695 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, cognitive impairment or an accessibility need.
6,454 respondents
View previous editions of this survey:
- DfT and MCA maritime passenger accessibility survey 2023
- 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:
- 91% of passengers with a disability or access need
- 91% of carers
- 92% of those who neither have a disability, nor have an access need, nor are carers
Boarding and disembarking and using the ramps were the aspects of the journey with the greatest difference in satisfaction between passengers with a disability or access need and those without.
For boarding and disembarking:
- 85% of passengers with a disability or access need were satisfied or very satisfied
- 82% of carers were satisfied or very satisfied
- 91% of those who neither have a disability nor are carers were satisfied or very satisfied
For using the ramps:
- 79% of passengers with a disability or access need were satisfied or very satisfied
- 76% of carers were satisfied or very satisfied
- 85% 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:
- 65% of passengers with a disability or access need were satisfied or very satisfied
- 73% of carers satisfied or very satisfied
- 50% of people who do not have a disability nor are a carer were satisfied or very satisfied
A sizeable proportion of respondents who did not have a disability nor are a carer answered ‘don’t know’ to this question (24%) and a further 23% were neither satisfied nor dissatisfied.
Using the ramps and accessible cabins were also areas of lower satisfaction. With 79% of passengers with a disability or access need and 76% of carers satisfied or very satisfied with using the ramps and 80% of passengers with a disability or access need and 79% of carers satisfied or very satisfied with accessible cabins.
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) | 86% | 90% | 94% |
| Getting to the port | 91% | 91% | 92% |
| Boarding and disembarking | 82% | 85% | 91% |
| Facilities on board (for example, toilets, catering, entertainment) | 81% | 86% | 89% |
| Using the lifts | 78% | 84% | 88% |
| Using the ramps | 76% | 79% | 85% |
| Using accessible cabins | 79% | 80% | 79% |
| Using designated wheelchair space | 73% | 65% | 50% |
Sample: All respondents who travelled by ferry or cruise in the last 12 months. Those with a disability or access need, 1,296 respondents. Those answering as carers on behalf of a passenger with a disability or access need, 695 respondents. Those answering neither as someone with a disability nor an access need nor as a carer, 5,902 respondents. Figures may not sum to 100% due to rounding. For full sample sizes, please refer to the relevant sections below.
Most respondents surveyed were aware of the assistance that passengers can request when travelling by ferry or cruise (92% of passengers with a disability, 90% of carers and 85% of passengers who neither had a disability nor were a carer). Similarly, most reported knowing how to request this assistance (91% of passengers with a disability or access need, 88% of carers and 74% of passengers who neither had a disability nor were a carer).
Passengers who received assistance were broadly satisfied with the assistance they received. Assistance with boarding and disembarking (93% of passengers with a disability, 87% of carers and 95% of passengers who neither had a disability nor were a carer) and assistance making a booking (91% of passengers with a disability, 88% of carers and 94% of passengers who neither had a disability nor were a carer) scored the highest. Assistance with getting around the port(s) scored lowest overall for all passengers (82% of passengers with a disability, 77% of carers and 86% of passengers who neither had a disability nor were a carer).
Chart 2: satisfaction with assistance received at different parts 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 |
|---|---|---|---|
| Assistance with boarding and disembarking | 87% | 93% | 95% |
| Assistance with making a booking | 88% | 91% | 94% |
| Assistance with accessing services or facilities on board the ship | 83% | 88% | 93% |
| Assistance with getting around the port(s) | 77% | 82% | 86% |
Sample: All respondents who received assistance on their last journey by ferry or cruise in the last 12 months. Those with a disability or access need, 455 respondents. Those answering as carers on behalf of a passenger with a disability or access need, 329 respondents. Those answering neither as someone with a disability nor access need nor as a carer, 115 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. 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 (75%) of those surveyed neither had a disability nor an access need nor answered as a carer for someone who had a disability or an access need. Of those with a disability or access need, more answered about their own experiences (17% of the total sample) than answered as a carer on behalf of someone with a disability or access need (8%).
Chart 3: whether respondents had a disability or not
| Type of respondent | Percentage of respondents |
|---|---|
| Passengers who neither have a disability and/or access need, nor are a carer | 75% |
| Passengers with a disability and/or access need | 17% |
| Carers answering on behalf of a passenger with a disability and/or access need | 8% |
Sample: All respondents. Those with a disability or access need, 1508 respondents. Those answering as carers on behalf of a passenger with a disability or access need, 695 respondents. Those answering neither as someone with a disability nor access need nor as a carer, 6,454 respondents. Figures may not sum to 100% due to rounding.
Physical or mental health condition expected to last 12 months or more
Of those with disability or access need, most reported having a physical or mental health condition expected to last 12 months or more (77% of passengers with a disability or access need and 85% of carers responding on behalf of a passenger with a disability or access need). In addition, just over 1 in 10 (11%) of passengers who said they had neither a disability nor an access need nor were a carer reported having a physical or mental health condition expected to last 12 months or more.
Chart 4: physical or mental health condition expecting to last 12 months or more (by group)
| Physical or mental health condition expecting to last 12 months or more | 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 |
|---|---|---|---|
| Yes | 85% | 77% | 11% |
| No | 12% | 17% | 85% |
| Prefer not to say | 3% | 6% | 4% |
Sample: All respondents. Those with a disability or access need, 1,498 respondents. Those answering as carers on behalf of a passenger with a disability or access need, 692 respondents. Those answering neither as someone with a disability nor access need nor as a carer, 6,425 respondents. Figures may not sum to 100% due to rounding. This question was optional.
Of those who said they have a physical or mental health condition expecting to last 12 months or more, most said that it reduced their day-to-day activity a little or a lot. Over half of carers answering on behalf of a passenger with a disability or access need said that their condition reduced day-to-day activities a lot (56%) and over one third of passengers with a disability or access need (38%).
Chart 5: physical or mental health condition expecting to last 12 months or more that reduces day-to-day activity (by group)
| Physical or mental health condition expecting to last 12 months or more that reduces day-to-day activity | 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 |
|---|---|---|---|
| Yes, a lot | 56% | 38% | 4% |
| Yes, a little | 42% | 54% | 48% |
| No | 2% | 6% | 46% |
| Prefer not to say | 0% | 2% | 2% |
Sample: All respondents who previously said they have any physical or mental health conditions or illnesses expected to last 12 months or more. Those with a disability or access need, 1,148 respondents. Those answering as carers on behalf of a passenger with a disability or access need, 583 respondents. Those answering neither as someone with a disability nor access need nor as a carer, 691 respondents. Figures may not sum to 100% due to rounding.
Areas where respondents’ physical or mental health condition 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 83% of passengers with a disability need, 83% of carers responding on behalf of a passenger with a disability or access need and 20% of passengers who neither have a disability nor access need nor are a carer. The next most common disability mentioned by our sample related to stamina, breathing or fatigue.
Some respondents who chose to respond to the survey as a passenger who neither has disability nor an access need nor is a carer still said they had a physical condition expected to last 12 months or more. This could be due to differing interpretations of the term ‘disability or access need’ or respondents not wanting to be defined as disabled.
Chart 6: areas where respondents’ physical or mental health condition affects them (by group)
| Type(s) of disability or impairment | 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 |
|---|---|---|---|
| Mobility (for example, walking short distances or climbing stairs) | 83% | 83% | 20% |
| Stamina or breathing or fatigue | 35% | 34% | 22% |
| Dexterity (for example, lifting and carrying objects, using a keyboard) | 31% | 19% | 8% |
| Learning or understanding or concentrating | 17% | 5% | 2% |
| Memory | 20% | 9% | 4% |
| Hearing (for example, deafness or partial hearing) | 19% | 16% | 12% |
| Learning or understanding or concentrating | 17% | 5% | 2% |
| Mental health | 15% | 13% | 12% |
| Vision (for example, blindness or partial sight) | 12% | 7% | 4% |
| Socially or behaviourally (for example, associated with autism spectrum disorder (ASD), or attention deficit hyperactivity disorder (ADHD)) | 10% | 5% | 3% |
| None of the above | 1% | 2% | 29% |
| Other | 4% | 5% | 13% |
Sample: All respondents who mentioned they had a disability or condition which reduced their ability to carry out day-to-day activities. 1,151 responses from passengers with a disability or access need, 585 responses from carers answering on behalf of a passenger with a disability or access need, 693 responses from passengers who neither have a disability and/or access need, nor are a carer. Respondents were able to select multiple options, so figures are for responses rather than respondents and figures may not sum to 100%. This question was optional.
Mode used to travel to the port
Most respondents said they used a car to travel to port, with either themselves being the driver (25% of those with a disability or access need, 55% of carers and 32% of those who neither had a disability nor access need) or as a passenger (29% of those with a disability or access need, 17% of carers and 21% of those who neither had a disability nor access need). The next most common mode used to travel to the port was a taxi or minicab.
Chart 7: mode used to travel to the port (by group)
| Mode(s) used to travel to the port | 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 |
|---|---|---|---|
| Car, with you as the driver | 55% | 25% | 32% |
| Car, with someone else as the driver | 17% | 29% | 21% |
| Taxi or minicab | 16% | 16% | 16% |
| Rail | 3% | 6% | 6% |
| Public transport bus | 2% | 4% | 5% |
| Public transport coach | 6% | 7% | 8% |
| Cycling | 0% | 0% | 0% |
| Walking | 2% | 2% | 4% |
| Wheelchair | 5% | 2% | 0% |
| Mobility scooter | 1% | 2% | 0% |
| Motorcycle | 0% | 0% | 1% |
| Van | 0% | 0% | 0% |
| Motorhome or campervan | 2% | 1% | 2% |
| Plane | 11% | 12% | 19% |
| Tram or metro | 0% | 0% | 0% |
| London Underground | 1% | 0% | 1% |
| Other | 2% | 1% | 1% |
Sample: All respondents. Those with a disability or access need, 1,508 respondents. Those answering as carers on behalf of a passenger with a disability or access need, 695 respondents. Those answering neither as someone with a disability nor access need nor as a carer, 6,454 respondents. Respondents were able to select multiple options, so figures are for responses rather than respondents and figures may not sum to 100%. This question was optional.
Responses that answered ‘other’ included ferry, multiple modes and vehicle with wheelchair access.
When looking at mode to travel to the port for those with a physical or mental health condition expecting to last 12 months or more there is a similar pattern, with most respondents saying they used a car, with themselves being the driver (26% of those with a disability or access need, 56% of carers and 28% of those who neither had a disability nor access need) or as a passenger (30% of those with a disability or access need, 17% of carers and 23% of those who neither had a disability nor access need). The next most common mode used to travel to the port was a taxi or minicab.
Chart 8: mode used to travel to the port for those with a physical or mental health condition expecting to last 12 months or more (by group)
| Mode(s) used to travel to the port – those with a physical or mental health condition expecting to last 12 months or more | 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 |
|---|---|---|---|
| Car, with you as the driver | 56% | 26% | 28% |
| Car, with someone else as the driver | 17% | 30% | 23% |
| Taxi or minicab | 16% | 16% | 15% |
| Rail | 3% | 5% | 6% |
| Public transport bus | 2% | 3% | 6% |
| Public transport coach | 6% | 7% | 8% |
| Cycling | 0% | 0% | 0% |
| Walking | 2% | 2% | 4% |
| Wheelchair | 5% | 2% | 0% |
| Mobility scooter | 1% | 2% | 0% |
| Motorcycle | 0% | 0% | 1% |
| Van | 0% | 0% | 0% |
| Motorhome or campervan | 2% | 1% | 1% |
| Plane | 11% | 12% | 18% |
| Tram or metro | 0% | 0% | 0% |
| London Underground | 1% | 0% | 1% |
| Other | 2% | 1% | 1% |
Sample: All respondents with a physical or mental health condition expecting to last 12 months or more. Those with a disability or access need, 1,151 respondents. Those answering as carers on behalf of a passenger with a disability or access need, 585 respondents. Those answering neither as someone with a disability nor access need nor as a carer, 693 respondents. Respondents were able to select multiple options, so figures are for responses rather than respondents and figures may not sum to 100%. This question was optional.
Similarly, when looking at mode to travel to the port for those with a physical or mental health condition expecting to last 12 months or more that reduces day to day activity, the figures are very similar, with car as a driver (26% of those with a disability or access need, 57% of carers and 27% of those who neither had a disability nor access need) and car as a passenger (30% of those with a disability or access need, 17% of carers and 23% of those who neither had a disability nor access need) the most common modes.
Chart 9: mode used to travel to the port for those with a physical or mental health condition expecting to last 12 months or more that reduces day-to-day activity (by group)
| Mode(s) used to travel to the port – those with a physical or mental health condition expecting to last 12 months or more that reduces day-to-day activity | 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 |
|---|---|---|---|
| Car, with you as the driver | 57% | 26% | 27% |
| Car, with someone else as the driver | 17% | 30% | 23% |
| Taxi or minicab | 16% | 16% | 15% |
| Rail | 3% | 5% | 6% |
| Public transport bus | 2% | 3% | 6% |
| Public transport coach | 6% | 7% | 8% |
| Cycling | 0% | 0% | 0% |
| Walking | 2% | 2% | 5% |
| Wheelchair | 5% | 2% | 0% |
| Mobility scooter | 1% | 2% | 0% |
| Motorcycle | 0% | 0% | 1% |
| Van | 0% | 0% | 1% |
| Motorhome or campervan | 2% | 1% | 1% |
| Plane | 11% | 12% | 18% |
| Tram or metro | 0% | 0% | 1% |
| London Underground | 1% | 0% | 1% |
| Other | 2% | 1% | 1% |
Sample: All respondents with a physical or mental health condition expecting to last 12 months or more that reduces day-to-day activity. Those with a disability or access need, 1,059 respondents. Those answering as carers on behalf of a passenger with a disability or access need, 572 respondents. Those answering neither as someone with a disability or access need nor as a carer, 358 respondents. Respondents were able to select multiple options, so figures are for responses rather than respondents and figures may not sum to 100%. This question was optional.
Region where respondents live
The largest proportion of respondents lived in the South East of England. The next largest proportion lived in the South West of England. As previously noted, the sample represents those who responded to the email from ferry and cruise operators and chose to take part in the research.
The sample is therefore not representative of all maritime passengers and should not be generalised. Those responding as a carer were asked about where the person they provide care for lives and not where they live themselves.
Chart 10: region where respondents live (by group)
| Region | 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 |
|---|---|---|---|
| Northern Ireland | 5% | 5% | 5% |
| Scotland | 8% | 6% | 8% |
| Wales | 4% | 6% | 4% |
| North East | 2% | 3% | 3% |
| North West | 9% | 9% | 10% |
| Yorkshire and the Humber | 6% | 5% | 6% |
| West Midlands | 8% | 6% | 6% |
| East Midlands | 7% | 6% | 6% |
| East of England | 5% | 6% | 5% |
| South East | 27% | 28% | 27% |
| London | 5% | 5% | 5% |
| South West | 12% | 11% | 11% |
| Outside of the UK | 2% | 2% | 3% |
| Prefer not to say | 0% | 1% | 1% |
Sample: All respondents. Those with a disability or access need, 1,504 respondents. Those answering as carers on behalf of a passenger with a disability or access need, 692 respondents. Those answering neither as someone with a disability nor access need nor as a carer, 6,443 respondents. Figures may not sum to 100% due to rounding. This question was optional.
Age of respondent
Over half (60%) 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 49% of passengers who neither have a disability nor access need nor are a carer. Those responding as a carer were asked about the age of the person they provided care for and not their own age.
Chart 11: age of respondent (by group)
| Age group | 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 |
|---|---|---|---|
| Under 16 | 5% | 0% | 0% |
| 16-24 | 4% | 0% | 0% |
| 25-34 | 4% | 2% | 2% |
| 35-44 | 5% | 4% | 5% |
| 45-54 | 5% | 9% | 12% |
| 55-64 | 15% | 23% | 30% |
| 65-74 | 24% | 35% | 36% |
| 75-84 | 26% | 22% | 13% |
| 85+ | 11% | 3% | 1% |
| Prefer not to say | 0% | 1% | 2% |
Sample: All respondents. Those with a disability or access need, 1,502 respondents. Those answering as carers on behalf of a passenger with a disability or access need, 695 respondents. Those answering neither as someone with a disability nor access need nor as a carer, 6,437 respondents. Figures may not sum to 100% due to rounding. This question was optional.
Gender of respondents
Nearly 6 in 10 (58%) of respondents with a disability or access need said they identified as a woman. Similarly, 58% of carers surveyed said the person they care for identified as a woman. This compares to 50% of those who neither had a disability nor an access need nor were a carer. Conversely 4 in 10 of respondents with a disability or access need identified as a man and 4 in 10 of carers said the person they care for identified as a man compared to nearly 5 in 10 (48%) of those who neither had a disability nor access need nor were a carer.
Chart 12: gender of respondents (by group)
| Gender | 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 |
|---|---|---|---|
| Woman | 58% | 58% | 50% |
| Man | 40% | 40% | 48% |
| Prefer to self-describe | 0% | 0% | 0% |
| Prefer not to say | 1% | 1% | 1% |
Sample: All respondents. Those with a disability or access need, 1,500 respondents. Those answering as carers on behalf of a passenger with a disability or access need, 693 respondents. Those answering neither as someone with a disability nor access need nor as a carer, 6,430 respondents. 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 98% of those who neither had a disability nor access need nor were a carer). All other responses were ‘prefer not to say’, no respondents stated that they had been pregnant in the last 12 months.
Chart 13: pregnancy status of respondents (by group)
| Pregnancy status | 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 |
|---|---|---|---|
| No | 99% | 98% | 98% |
| Yes | 0% | 0% | 0% |
| Prefer not to say | 1% | 1% | 2% |
Sample: All respondents. Those with a disability or access need, 1,479 respondents. Those answering as carers on behalf of a passenger with a disability or access need, 689 respondents. Those answering neither as someone with a disability nor access need nor as a carer, 6,377 respondents. 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 (91% of those with a disability or access need; 89% of carers and 88% of those who neither had a disability nor access need nor were carers). The second most common ethnicity was White: Irish (4% of those with a disability or access need; 4% of carers and 5% of those who neither had a disability nor access need nor were carers).
Chart 14: ethnicity of respondents (by group)
| Ethnicity | 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 |
|---|---|---|---|
| White: English/Welsh/Scottish/Northern Irish/British | 89% | 91% | 88% |
| White: Irish | 4% | 4% | 5% |
| White: Gypsy or Irish Traveller | 0% | 0% | 0% |
| White: Any other White Background | 1% | 2% | 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% | 1% |
| 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 | 1% | 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. Those with a disability or access need, 1,503 respondents. Those answering as carers on behalf of a passenger with a disability or access need, 692 respondents. Those answering neither as someone with a disability nor access need nor as a carer, 6,440 respondents. Figures may not sum to 100% due to rounding. This question was optional.
Section 2: last journey
Just over half of respondents with a disability or access need and carers said that their last journey taken by ferry or cruise was outside the UK (53% of those with a disability or access need and 51% of carers). Conversely, just under half said that their last journey taken by ferry or cruise was within the UK (45% of those with a disability or access need and 47% of carers).
A larger proportion of those who neither had a disability nor access need nor were carers said their last journey was outside the UK (60%), with just under 4 in 10 saying it was within the UK (38%).
Chart 15: last journey taken by ferry or cruise (by group)
| Last journey taken by ferry or cruise | 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 |
|---|---|---|---|
| Ferry, including hovercraft, within the UK (e.g. across a lake, to Isle of Wight, The Isles of Scilly, Northern Ireland) | 29% | 28% | 19% |
| Ferry, including hovercraft, from the UK to a Crown Dependency (e.g. Isle of Man, the Bailiwick of Guernsey, the Bailiwick of Jersey) | 2% | 1% | 1% |
| Ferry, including hovercraft, from the UK to another country (e.g. Republic of Ireland, France, Belgium) | 13% | 13% | 16% |
| An international ferry trip, from one non-UK country to another part of that country | 1% | 1% | 1% |
| An international ferry trip, from one non-UK country to another non-UK country | 1% | 1% | 1% |
| Cruise within the UK | 3% | 3% | 2% |
| International cruise | 48% | 52% | 57% |
| None of the above | 1% | 1% | 1% |
| Other | 2% | 1% | 1% |
Sample: All respondents who travelled by ferry or cruise in the last 12 months. Those with a disability or access need, 1,295 respondents. Those answering as carers on behalf of a passenger with a disability or access need, 695 respondents. Those answering neither as someone with a disability nor access need nor as a carer, 5,898. Figures may not sum to 100% due to rounding.
Responses that answered ‘other’ included a cruise for the UK and a river cruise.
Section 3: accessing information
Of those who answered on behalf of themselves and had a disability, 50% said they looked for information about how to get around the port and 52% looked for information about how to get around the ship before making their last journey. This compares to 57% around the port and 63% around the ship of those answering on behalf of the person they care for and 45% around the port and 44% around the ship of those answering on behalf of themselves without a disability.
Only a minority of respondents who looked for information about how to get around the port could not find the information they were looking for (5% of passengers with a disability or access need, 8% of carers answering on behalf of a passenger with a disability or access need and 2% of passengers who neither have a disability nor access need nor are a carer).
Similarly, only a minority of respondents who looked for information about how to get around the ship could not find the information they were looking for (3% of passengers with a disability or access need, 5% of carers answering on behalf of a passenger with a disability or access need and 1% of passengers who neither have a disability nor access need nor are a carer).
Chart 16: looked for information on how to get around port (by group)
| Looked for information on how to get around port | 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 |
|---|---|---|---|
| Yes and found the information needed | 49% | 44% | 43% |
| Yes, but could not find the information needed | 8% | 5% | 2% |
| No | 38% | 47% | 54% |
| Can’t remember/don’t know | 4% | 3% | 2% |
Sample: All respondents who travelled by ferry or cruise in the last 12 months. Those with a disability or access need, 1,282 respondents. Those answering as carers on behalf of a passenger with a disability or access need, 690 respondents. Those answering neither as someone with a disability nor access need nor as a carer, 5,811. Figures may not sum to 100% due to rounding.
Chart 17: looked for information on how to get around ship (by group)
| Looked for information on how to get around ship | 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 |
|---|---|---|---|
| Yes and found the information needed | 58% | 49% | 43% |
| Yes, but could not find the information needed | 5% | 3% | 1% |
| No | 35% | 47% | 55% |
| Can’t remember/don’t know | 2% | 1% | 1% |
Sample: All respondents who travelled by ferry or cruise in the last 12 months. Those with a disability or access need, 1,278 respondents. Those answering as carers on behalf of a passenger with a disability or access need, 691 respondents. Those answering neither as someone with a disability nor access need nor as a carer, 5,806. Figures may not sum to 100% due to rounding.
Section 4: journey satisfaction
Booking their last trip
On their last maritime journey in the last 12 months to October 2024, 90% of passengers with a disability and 86% 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 or access need nor are a carer.
Chart 18: satisfaction with the booking experience (by group)
| Satisfaction with the booking experience | 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 |
|---|---|---|---|
| Very satisfied | 53% | 56% | 62% |
| Satisfied | 33% | 34% | 32% |
| Neither satisfied nor dissatisfied | 9% | 6% | 5% |
| Dissatisfied | 4% | 2% | 1% |
| Very dissatisfied | 0% | 1% | 1% |
| Don’t know | 1% | 1% | 0% |
Sample: All respondents who travelled by ferry or cruise in the last 12 months. Those with a disability or access need, 1,288 respondents. Those answering as carers on behalf of a passenger with a disability or access need, 691 respondents. Those answering neither as someone with a disability nor access need nor as a carer, 5821. Those answering neither as someone with a disability nor access need nor as a carer, 5,821. Figures may not sum to 100% due to rounding.
Getting to the port
On the last maritime journey made, 91% of passengers with a disability and 91% 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 who neither have a disability nor have an access need nor are a carer.
Chart 19: satisfaction with getting to the port on the last journey (by group)
| Satisfaction with getting to the port on the 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 |
|---|---|---|---|
| Very satisfied | 55% | 51% | 54% |
| Satisfied | 36% | 39% | 39% |
| Neither satisfied nor dissatisfied | 6% | 7% | 5% |
| Dissatisfied | 1% | 2% | 2% |
| Very dissatisfied | 1% | 0% | 1% |
| Don’t know | 0% | 0% | 0% |
Sample: All respondents who travelled by ferry or cruise in the last 12 months. Those with a disability or access need, 1,288 respondents. Those answering as carers on behalf of a passenger with a disability or access need, 691 respondents. Those answering neither as someone with a disability nor access need nor as a carer, 5821. Figures may not sum to 100% due to rounding.
Boarding and disembarking
On the last maritime journey made, 85% of passengers with a disability and 82% of carers answering on behalf of the person they care for were satisfied or very satisfied with boarding and disembarking. This compares to 91% of those who neither have a disability, nor have an access need, nor are a carer.
The highest percentage of passengers dissatisfied or very dissatisfied were carers with 10% of responses. This was followed by 7% of disabled passengers and 4% of passengers who neither have a disability nor have an access need nor are carers.
Chart 20: satisfaction with boarding and disembarking (by group)
| Satisfaction with boarding and disembarking | 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 |
|---|---|---|---|
| Very satisfied | 52% | 50% | 59% |
| Satisfied | 30% | 35% | 32% |
| Neither satisfied nor dissatisfied | 8% | 8% | 5% |
| Dissatisfied | 8% | 5% | 3% |
| Very dissatisfied | 2% | 2% | 1% |
| Don’t know | 0% | 0% | 0% |
Sample: All respondents who travelled by ferry or cruise in the last 12 months. Those with a disability or access need, 1,288 respondents. Those answering as carers on behalf of a passenger with a disability or access need, 691 respondents. Those answering neither as someone with a disability nor access need nor as a carer, 5821. Figures may not sum to 100% due to rounding.
Facilities on board
On the last maritime journey made, 86% of passengers with a disability and 81% of carers said the person they cared for were very satisfied or satisfied with the facilities on board. This compares to 89% of people who do not have a disability nor an access need nor are a carer.
Chart 21: satisfaction with facilities (by group)
| Satisfaction with facilities | 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 |
|---|---|---|---|
| Very satisfied | 46% | 52% | 57% |
| Satisfied | 35% | 34% | 32% |
| Neither satisfied nor dissatisfied | 10% | 8% | 7% |
| Dissatisfied | 6% | 4% | 2% |
| Very dissatisfied | 2% | 1% | 1% |
| Don’t know | 1% | 1% | 1% |
Sample: All respondents who travelled by ferry or cruise in the last 12 months. Those with a disability or access need, 1,288 respondents. Those answering as carers on behalf of a passenger with a disability or access need, 691 respondents. Those answering neither as someone with a disability nor access need nor as a carer, 5821. Figures may not sum to 100% due to rounding.
Using the lifts
On the last maritime journey made, 84% of passengers with a disability and 78% of carers said the person they cared for were very satisfied or satisfied with using the lifts. This compares to 88% of people who do not have a disability nor an access need nor are a carer.
The highest percentage of passengers dissatisfied or very dissatisfied were carers (12%). This was followed by 7% of passengers with a disability and 3% of passengers who neither have a disability nor an access need nor are a carer.
Chart 22: satisfaction with lifts (by group)
| Satisfaction with lifts | 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 |
|---|---|---|---|
| Very satisfied | 44% | 48% | 54% |
| Satisfied | 34% | 36% | 34% |
| Neither satisfied nor dissatisfied | 9% | 8% | 8% |
| Dissatisfied | 8% | 5% | 2% |
| Very dissatisfied | 4% | 2% | 1% |
| Don’t know | 0% | 1% | 1% |
Sample: All respondents who travelled by ferry or cruise in the last 12 months and did not select ‘not applicable’. Those with a disability or access need, 1,134 respondents. Those answering as carers on behalf of a passenger with a disability or access need, 630 respondents. Those answering neither as someone with a disability nor access need nor as a carer, 4220. Figures may not sum to 100% due to rounding.
Using the ramps
On the last maritime journey made, 79% of passengers with a disability and 76% of carers said the person they cared for was very satisfied or satisfied with using the ramps. This compares to 85% of people who do not have a disability or access need nor are a carer.
Chart 23: satisfaction with ramp (by group)
| Satisfaction with ramps | 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 |
|---|---|---|---|
| Very satisfied | 34% | 36% | 43% |
| Satisfied | 42% | 43% | 41% |
| Neither satisfied nor dissatisfied | 14% | 13% | 11% |
| Dissatisfied | 6% | 5% | 1% |
| Very dissatisfied | 3% | 2% | 0% |
| Don’t know | 2% | 1% | 2% |
Sample: All respondents who travelled by ferry or cruise in the last 12 months and did not select ‘not applicable’. Those with a disability or access need, 911 respondents. Those answering as carers on behalf of a passenger with a disability or access need, 501 respondents. Those answering neither as someone with a disability nor access need nor as a carer, 2,657. Figures may not sum to 100% due to rounding.
Using accessible cabins
On the last maritime journey made, 80% of passengers with a disability and 79% of carers said the person they cared for was very satisfied or satisfied with using the accessible cabins. This compares to 79% of people who neither have a disability nor are a carer.
Chart 24: satisfaction with accessible cabins (by group)
| Satisfaction with accessible cabins | 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 |
|---|---|---|---|
| Very satisfied | 46% | 44% | 46% |
| Satisfied | 33% | 36% | 33% |
| Neither satisfied nor dissatisfied | 11% | 10% | 10% |
| Dissatisfied | 3% | 1% | 1% |
| Very dissatisfied | 2% | 2% | 1% |
| Don’t know | 4% | 7% | 9% |
Sample: All respondents who travelled by ferry or cruise in the last 12 months and did not select ‘not applicable’. Those with a disability or access need, 324 respondents. Those answering as carers on behalf of a passenger with a disability or access need, 212 respondents. Those answering neither as someone with a disability nor access need nor as a carer, 582. Figures may not sum to 100% due to rounding.
Using the designated wheelchair space
On the last maritime journey made, 65% of passengers with a disability and 73% of carers said the person they cared for was very satisfied or satisfied with using the designated wheelchair space. Although only 50% of people who do not have a disability or access need nor are a carer were very satisfied or satisfied, 24% answered ‘don’t know’ and only 3% were dissatisfied or very dissatisfied.
Chart 25: satisfaction with designated wheelchair space (by group)
| Satisfaction with designated wheelchair space | 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 |
|---|---|---|---|
| Very satisfied | 29% | 37% | 24% |
| Satisfied | 45% | 27% | 25% |
| Neither satisfied nor dissatisfied | 13% | 25% | 23% |
| Dissatisfied | 7% | 2% | 1% |
| Very dissatisfied | 1% | 2% | 2% |
| Don’t know | 5% | 6% | 24% |
Sample: All respondents who travelled by ferry or cruise in the last 12 months and did not select ‘not applicable’. Those with a disability or access need, 248 respondents. Those answering as carers on behalf of a passenger with a disability or access need, 249 respondents. Those answering neither as someone with a disability nor access need nor as a carer, 202. Figures may not sum to 100% due to rounding.
Section 5: 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: 92% of passengers with a disability or access need, 90% of carers answering on behalf of the person they care for and 85% 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 30% of passengers with a disability, 37% 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 19% of passengers with a disability, 12% of carers and 36% of those without a disability who had either heard of the assistance but knew nothing about it, and 8% of passengers with a disability, 8% of carers and 15% of those who neither had a disability nor were a carer had never heard of the assistance offered.
Chart 26: knowledge of assistance (by group)
| Knowledge of assistance | 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 |
|---|---|---|---|
| Know a lot about it | 37% | 30% | 8% |
| Know a little about it | 41% | 43% | 41% |
| Have heard of it, but know nothing about it | 12% | 19% | 36% |
| Have never heard of this | 8% | 8% | 15% |
| Don’t know | 2% | 0% | 0% |
Sample: All respondents who travelled by ferry or cruise in the last 12 months. Those with a disability or access need, 1,296 respondents. Those answering as carers on behalf of a passenger with a disability or access need, 695 respondents. Those answering neither as someone with a disability nor access need nor as a carer, 5,902. 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. The majority of passengers said they knew how to request assistance if needed: 91% of passengers with a disability, 88% of carers and 74% of those asked who do not have a disability nor are a carer.
The percentage of those who did not know how to request assistance was highest for those who neither had a disability nor were a carer at 26%. For those with a disability and those answering on behalf of the person they care for, 9 and 11% respectively did not know how to request assistance.
Chart 27: knowing how to request assistance (by group)
| Knowledge of requesting assistance | 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 |
|---|---|---|---|
| Yes, definitely | 42% | 49% | 24% |
| Yes, somewhat | 47% | 42% | 51% |
| No | 11% | 9% | 26% |
| Don’t know | 1% | 0% | 0% |
Sample: All respondents who travelled by ferry or cruise in the last 12 months and know a lot or a little about passenger assistance. Those with a disability or access need, 948 respondents. Those answering as carers on behalf of a passenger with a disability or access need, 542 respondents. Those answering neither as someone with a disability nor access need nor as a carer, 2,896. Figures may not sum to 100% due to rounding.
Receiving assistance
Those who reported knowing how to access assistance were asked if they received assistance on their last maritime journey in the previous 12 months. 51% of passengers with a disability or access need and 66% of carers said they did receive assistance. 5% of those who neither had a disability nor were a carer said they received assistance.
Chart 28: whether passenger received assistance on their last maritime journey (by group)
| Received assistance | 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 |
|---|---|---|---|
| Yes | 66% | 51% | 5% |
| No | 33% | 49% | 95% |
| Don’t know | 0% | 0% | 0% |
Sample: All respondents who travelled by ferry or cruise in the last 12 months and know a lot or a little about passenger assistance and know how to access it. Those with a disability or access need, 862 respondents. Those answering as carers on behalf of a passenger with a disability or access need, 479 respondents. Those answering neither as someone with a disability nor access need nor as a carer, 2,154. Figures may not sum to 100% due to rounding.
Type of assistance received
Amongst those who received assistance on their last journey by ferry or cruise, most received assistance getting on or off the ship.
The other most required assistance categories were parking with sufficient space to exit the car, help getting to the ship and parking near the lifts.
Chart 29: type of assistance received on their last maritime journey (by group)
| Assistance type | 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 |
|---|---|---|---|
| Help getting on or off the ship (for example, help using lifts, provision of a wheelchair) | 50% | 44% | 30% |
| Parked with sufficient space to exit the car | 35% | 29% | 19% |
| Help getting to the ship (for example, transport, wheelchair) | 34% | 26% | 11% |
| Parked near the lifts | 33% | 28% | 20% |
| Help moving through the port | 30% | 21% | 16% |
| Getting directions from staff | 28% | 24% | 23% |
| Help storing or retrieving baggage | 16% | 16% | 10% |
| Help getting to seating or your cabin | 15% | 14% | 10% |
| Carriage of medical/mobility equipment | 7% | 8% | 4% |
| Help getting to or from toilet facilities | 5% | 1% | 1% |
| Communication of essential route information in accessible formats | 5% | 3% | 3% |
| Having a cabin provided for a carer / accompanying person | 5% | 2% | 5% |
| Carriage of assistance animals | 0% | 0% | 4% |
| Other | 5% | 5% | 15% |
| None of these | 3% | 6% | 1% |
Sample: All respondents travelled by ferry or cruise in the last 12 months and received passenger assistance. Those with a disability or access need, 455 respondents. Those answering as carers on behalf of a passenger with a disability or access need, 329 respondents. Those answering neither as someone with a disability nor an access need nor as a carer, 115. Respondents were able to select multiple options, so figures are for responses rather than respondents and figures may not sum to 100%. This question was optional.
Responses that answered ‘other’ included airport/aeroplane assistance, parking closer to a lift and wheelchair support.
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 easy or easy requesting assistance in advance of the journey. This compares to 90% of carers who said the person they care for found it easy or very easy requesting assistance in advance of the journey and 94% of passengers who neither had a disability nor were a carer.
Chart 30: Ease of accessing assistance (by group)
| Ease of accessing assistance | 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 |
|---|---|---|---|
| Very easy | 48% | 60% | 63% |
| Somewhat easy | 42% | 33% | 31% |
| Somewhat difficult | 6% | 3% | 3% |
| Very difficult | 1% | 1% | 0% |
| Can’t remember | 1% | 3% | 3% |
| Don’t know | 2% | 0% | 0% |
Sample: All respondents who travelled by ferry or cruise in the last 12 months and received passenger assistance. Those with a disability or access need, 455 respondents. Those answering as carers on behalf of a passenger with a disability or access need, 329 respondents. Those answering neither as someone with a disability nor an access need nor as a carer, 115. Figures may not sum to 100% due to rounding.
Section 6: satisfaction with assistance
Those who stated that 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 received assistance to board or disembark from the ship and those who received assistance to make a booking were more 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, 91% of passengers with a disability, 88% of carers and 94% of passengers who neither had a disability nor were a carer said they or the person they cared for were very satisfied or satisfied with the assistance they received during the booking process.
Chart 31: satisfaction with assistance received in booking the trip (by group)
| Satisfaction with assistance in booking | 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* |
|---|---|---|---|
| Very satisfied | 51% | 57% | 55% |
| Satisfied | 37% | 34% | 38% |
| Neither satisfied nor dissatisfied | 10% | 7% | 5% |
| Dissatisfied | 2% | 1% | 1% |
| Very dissatisfied | 0% | 1% | 0% |
| Don’t know | 0% | 0% | 0% |
Sample: All those who requested assistance on their last journey by ferry or cruise in the last 12 months and did not select ‘not applicable – did not receive this’. Those with a disability or access need, 340 respondents. Those answering as carers on behalf of a passenger with a disability or access need, 252 respondents. Those answering neither as someone with a disability nor access need nor as a carer, 78. Figures may not sum to 100% due to rounding. *Caution in interpretation due to low base size.
Satisfaction with assistance received getting around the port
On their last maritime journey in the last 12 months, 82% of passengers with a disability, 77% of carers and 86% of passengers who neither had a disability nor were a carer 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 32: satisfaction with assistance received getting around the port(s) (by group)
| Satisfaction with assistance getting around the port | 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* |
|---|---|---|---|
| Very satisfied | 41% | 43% | 48% |
| Satisfied | 37% | 39% | 38% |
| Neither satisfied nor dissatisfied | 18% | 13% | 11% |
| Dissatisfied | 5% | 4% | 3% |
| Very dissatisfied | 0% | 1% | 0% |
| Don’t know | 0% | 0% | 0% |
Sample: All those who requested assistance on their last journey by ferry or cruise in the last 12 months and did not select ‘not applicable – did not receive this’. Those with a disability or access need, 320 respondents. Those answering as carers on behalf of a passenger with a disability or access need, 248 respondents. Those answering neither as someone with a disability nor access need nor as a carer, 73. Figures may not sum to 100% due to rounding. *Caution in interpretation due to low base size.
Satisfaction with assistance received boarding or disembarking
On their last maritime journey, 93% of passengers with a disability, 87% of carers and 95% of passengers who neither had a disability nor were a carer said they or the person they cared for were very satisfied or satisfied with any assistance they received boarding or disembarking the ship.
Chart 33: 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 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 |
|---|---|---|---|
| Very satisfied | 57% | 60% | 68% |
| Satisfied | 30% | 32% | 27% |
| Neither satisfied nor dissatisfied | 8% | 4% | 5% |
| #Dissatisfied | 4% | 1% | 0% |
| Very dissatisfied | 1% | 2% | 0% |
| Don’t know | 0% | 0% | 0% |
Sample: All those who requested assistance on their last journey by ferry or cruise in the last 12 months and did not select ‘not applicable – did not receive this’. Those with a disability or access need, 424 respondents. Those answering as carers on behalf of a passenger with a disability or access need, 321 respondents. Those answering neither as someone with a disability nor access need nor as a carer, 102. Figures may not sum to 100% due to rounding.
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, 83% of carers and 93% of passengers who neither had a disability nor were a carer 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 34: satisfaction with assistance received in 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 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* |
|---|---|---|---|
| Very satisfied | 44% | 50% | 53% |
| Satisfied | 40% | 38% | 40% |
| Neither satisfied nor dissatisfied | 11% | 7% | 3% |
| Dissatisfied | 5% | 2% | 3% |
| Very dissatisfied | 1% | 2% | 0% |
| Don’t know | 0% | 0% | 0% |
Sample: All those who requested assistance on their last journey by ferry or cruise in the last 12 months and did not select ‘not applicable – did not receive this’. Those with a disability or access need, 367 respondents. Those answering as carers on behalf of a passenger with a disability or access need, 278 respondents. Those answering neither as someone with a disability nor access need nor as a carer, 86. Figures may not sum to 100% due to rounding. *Caution in interpretation due to low base size.
Section 7: barriers and future use
Ferry barriers and future use
These questions were answered by those who had 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.
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.
The most common response by all passenger types was that they have not needed to travel by ferry in the last 12 months (54% of passengers with a disability or access need, 25% of carers and 60% of passengers who neither have a disability nor access need nor are carers).
Less than 5% of those with a disability or access need gave an accessibility barrier for travelling by ferry:
- 4% said it is difficult to board or disembark from the ferry
- 3% said it is difficult to get around the ferry
- 3% said it is difficult to get around the port
Chart 35: barriers to further ferry use (by group)
| Barriers to further ferry use | 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 |
|---|---|---|---|
| I/They have not needed to travel by ferry in the last 12 months | 25% | 54% | 60% |
| I/They are not interested in travelling by ferry | 12% | 18% | 18% |
| I/They prefer to travel another way | 7% | 16% | 14% |
| It’s difficult to board or disembark from the ferry | 2% | 4% | 0% |
| It’s difficult to get around the ferry | 1% | 3% | 0% |
| It’s difficult to get to or around the port | 1% | 3% | 1% |
| Had a bad experience before | 1% | 2% | 0% |
| Difficulty with travel insurance | 1% | 1% | 0% |
| Ill health | 1% | 5% | 1% |
| Health and safety concerns | 1% | 2% | 1% |
| Can’t afford to travel this way | 0% | 3% | 2% |
| Don’t have anyone to assist me when I travel | 0% | 3% | 1% |
| Nobody to travel with | 0% | 2% | 1% |
| Unable/not comfortable travelling due to COVID-19 restrictions | 0% | 1% | 0% |
| Unable to bring pets | 0% | 1% | 0% |
| Unsure if I can bring an assistance dog on board | 0% | 0% | 0% |
| Unable to bring assistance dog on board | 0% | 1% | 1% |
| Unsuitable sailing times | 0% | 1% | 1% |
| Unsure of bringing specialised medical equipment on board | 0% | 0% | 0% |
| Other | 4% | 8% | 10% |
Sample: All those who had not travelled by ferry in the last 12 months. Those with a disability or access need, 874 respondents. Those answering as carers on behalf of a passenger with a disability or access need, 695 respondents. Those answering neither as someone with a disability nor access need nor as a carer, 3,474. Respondents were able to select multiple options, so figures are for responses rather than respondents and figures may not sum to 100%. This question was optional.
Of responses that answered ‘other’, the main reason provided was that they prefer to cruise.
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 by all passenger types was nothing (44% of passengers with a disability or access need, 26% of carers and 51% of passengers who neither have a disability nor access need nor are carers) and if they lived closer to a port (20% of passengers with a disability or access need, 7% of carers and 22% of passengers who neither have a disability nor access need nor are carers).
Regarding accessibility related enablers, 9% of those with a disability or access need and 5% of carers said if there was better communication on the accessibility of the ferry it would encourage them to travel by ferry more. And 8% of those with a disability or access need and 4% of carers said if there was better assistance at the port or when boarding/disembarking from the ferry it would encourage them to travel by ferry more.
Chart 36: future ferry use (by group)
| Enablers to further ferry use | 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 |
|---|---|---|---|
| 26% | 44% | 51% | |
| If I/they lived closer to port | 7% | 20% | 22% |
| If it was less expensive | 4% | 17% | 16% |
| Cheaper travel insurance | 5% | 11% | 4% |
| If there was better communication on the accessibility of the ferry | 5% | 9% | 1% |
| If there was better assistance at the port or when boarding/disembarking from the ferry | 4% | 8% | 1% |
| If there was better assistance getting around the ferry | 4% | 7% | 1% |
| If it was easier to get to the ferry port | 2% | 7% | 5% |
| If there were better facilities for me/them on the ferry | 3% | 6% | 2% |
| More advertisements | 1% | 4% | 4% |
| More frequent sailings | 1% | 3% | 4% |
| If I/they could bring pets on board | 0% | 3% | 2% |
| If I/they could bring an assistance dog on board | 0% | 0% | 0% |
| Other | 2% | 4% | 4% |
Sample: All those who had not travelled by ferry in the last 12 months. Those with a disability or access need, 874 respondents. Those answering as carers on behalf of a passenger with a disability or access need, 695 respondents. Those answering neither as someone with a disability nor access need nor as a carer, 3,474. Respondents were able to select multiple options, so figures are for responses rather than respondents and figures may not sum to 100%. This question was optional.
Responses that answered ‘other’ included that they would use ferries if they needed to.
Cruise barriers and future use
These questions were answered by those who had 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.
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.
The most common response by all passenger groups was that they have not needed to travel by cruise in the last 12 months (28% of passengers with a disability or access need, 11% of carers and 30% of passengers who neither have a disability nor access need nor are carers). The next most common reason was that they cannot afford to travel this way.
One in 20 of those with a disability or access need gave an accessibility barrier for travelling by cruise ship:
- 5% said it is difficult to board or disembark from the cruise ship
- 5% said it is difficult to get around the cruise ship
- 5% said they do not have someone to assist them when travelling
- 5% said it is difficult to get to or around the port
- 5% said they had difficulty with accessible travel connections
- 4% said lack of accessible cabins.
Chart 37: barriers to further cruise use (by group)
| Barriers to further cruise use | 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 |
|---|---|---|---|
| I/They have not needed to travel by cruise last 12 months | 11% | 28% | 30% |
| Can’t afford to travel this way | 8% | 26% | 17% |
| Ill health | 5% | 13% | 2% |
| They prefer to travel another way | 4% | 11% | 15% |
| It’s difficult to board or disembark from the cruise ship | 3% | 5% | 1% |
| It’s difficult to get around the cruise ship | 3% | 5% | 0% |
| Difficulty with travel insurance | 3% | 7% | 2% |
| Health and safety concerns | 2% | 5% | 2% |
| Difficulty with accessible travel connections | 2% | 5% | 0% |
| Lack of accessible cabins | 2% | 4% | 0% |
| Unable/not comfortable travelling due to COVID-19 restrictions | 1% | 3% | 1% |
| Do not have someone to assist me/them when travelling | 1% | 5% | 1% |
| I/they has nobody to travel with | 1% | 6% | 4% |
| It’s difficult to get to or around the port | 1% | 5% | 1% |
| Had a bad experience before | 1% | 2% | 1% |
| Unable to bring pets | 1% | 4% | 2% |
| Unsure if I/they can bring an assistance dog on board | 1% | 1% | 0% |
| Unsure of bringing specialised medical equipment on board | 1% | 1% | 1% |
| Unsuitable sailing times | 0% | 2% | 2% |
| Unable to bring an assistance dog on board | 0% | 0% | 0% |
| Other | 4% | 10% | 13% |
Sample: All those who had not travelled by ferry in the last 12 months. Those with a disability or access need, 710 respondents. Those answering as carers on behalf of a passenger with a disability or access need, 695 respondents. Those answering neither as someone with a disability nor access need nor as a carer, 2,502. Respondents were able to select multiple options, so figures are for responses rather than respondents and figures may not sum to 100%. This question was optional.
Of responses that answered ‘other’, the main reason provided was that they do not need to, are not interested in cruises, do not like cruises and have booked a cruise for future travel.
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 responses, amongst all groups, was if the service was less expensive (45% of passengers with a disability or access need, 16% of carers and 39% of passengers who neither have a disability or access need nor are carers) and nothing (28% of passengers with a disability or access need, 15% of carers and 38% of passengers who neither have a disability nor access need nor are carers).
Nearly 2 in 10 of those with a disability also said that cheaper travel insurance would encourage them to cruise more often (17%).
In addition, some of those with a disability also noted improved assistance and facilities as reasons which would increase cruise use:
- 9% of those with a disability or access need and 5% of carers, cited wanting better communication on the accessibility of the cruise
- 9% of those with a disability or access need and 4% of carers, cited if there was better assistance at the port or when boarding/disembarking from the cruise ship
- 9% of those with a disability or access need and 4% of carers, cited if there were more accessible cabins
- 4% of those with a disability or access need and 2% of carers, cited if there was better assistance getting around the cruise ship.
Chart 38: future cruise use (by group)
| Enablers to further cruise use | 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 |
|---|---|---|---|
| If it was less expensive | 16% | 45% | 39% |
| Nothing | 15% | 28% | 38% |
| Cheaper travel insurance | 8% | 17% | 8% |
| If there was better communication on the accessibility of the cruise | 5% | 9% | 2% |
| If there was better assistance at the port or when boarding/disembarking from the cruise ship | 4% | 9% | 1% |
| More accessible cabins | 4% | 9% | 1% |
| If there were better facilities for me/them on the cruise ship | 3% | 7% | 2% |
| More advertisements | 3% | 3% | 3% |
| If I/they lived closer to port | 3% | 11% | 8% |
| If it was easier to get to the port | 2% | 8% | 4% |
| If there was better assistance getting around the cruise ship | 2% | 4% | 1% |
| If I/they could bring pets on board | 2% | 6% | 4% |
| More frequent sailings | 1% | 2% | 4% |
| If I/they could bring an assistance dog on board | 0% | 1% | 0% |
| Other | 3% | 7% | 6% |
Sample: All those who had not travelled by ferry in the last 12 months. Those with a disability or access need, 710 respondents. Those answering as carers on behalf of a passenger with a disability or access need, 695 respondents. Those answering neither as someone with a disability nor access need nor as a carer, 2,502. Respondents were able to select multiple options, so figures are for responses rather than respondents and figures may not sum to 100%. This question was optional.
Responses that answered ‘other’ included better/cheaper prices for single passengers, less crowded cruise ships and better choice of destinations.
Section 8: 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 29 October 2024 and 15 November 2024. The operators who took part in this research distributed the survey to their customer database via email. Respondents were offered the chance to win 1 of 20 £100 vouchers as compensation for their time. Analysis and reporting for the 2024 survey were completed by Ipsos.
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 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 and repeated in 2023, in which ferry and cruise operators distributed the survey to their customer database via email. Respondents were offered the chance to win 1 of 10 £100 vouchers (twenty £100 vouchers in 2023) as compensation for their time.
For the 2022 survey, a total of 36 operators were contacted to take part in the research, and 4 operators sent the survey to their customer databases. For the 2023 survey, a total of 37 operators were contacted to take part in this research, and 7 operators sent the survey to their customer databases.
The 2024 survey took the same approach as the 2022 and 2023 surveys. However, note that some survey questions and response options slightly differed in the 2024 survey, therefore not all results will be comparable to previous years.
Sample size and details
A total of 9,048 people responded to the survey. After cleaning the data and removing duplicate responses, the total sample size is 8,657 respondents. Duplicate responses were identified by finding duplicate IP addresses and removing them.
Passengers with a disability/access need – 1,566 respondents stated they had a disability, reduced mobility, or an accessibility need.
131 respondents with a disability also provided care for someone. 73 chose to answer about their own experiences. 58 chose to answer on behalf of the person they provide care for, instead of their own experiences.
212 respondents with a disability and answering on behalf of themselves had not travelled by ferry or cruise in the last 12 months.
The total sample size for this group is 1,296 people with a disability/access need and answering on behalf of themselves 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.
695 respondents stated they provided care for someone with a disability, reduced mobility, or an accessibility need and were answering on behalf of the person they provided care for.
All respondents who provide care for someone stated that the person they provide care for had travelled by ferry or cruise in the last 12 months so that total sample size for this group is 695. However, as many questions are routed and some questions are optional, the specific base size will vary throughout and is specified at each question.
6,454 respondents chose to respond to the survey as someone who did not have a disability or access need nor were a carer, however, 378 of them said they did care for someone else.
525 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 5,902 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 the fact 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 predominantly reflects the experiences of people using ferry services, rather than cruise services.