DfT and MCA maritime passenger accessibility survey 2022
Published 25 July 2023
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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) to find out from maritime passengers their experience of transport using ships and how effective the provision of assistance has been when using ferries or cruise ships. If you have any feedback on this publication, please email AMA Social Research.
The survey ran between 31 October 2022 and 18 November 2022. The results of this survey should not be compared to any previous years results as there are significant differences in the methodology. For further details of the changes undertaken this year please see the methodology section.
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. The total sample size is 6,856 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. Further information can be found in the methodology section.
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. This is because some questions are optional. Some questions are also only asked to certain people, for example, people who received assistance.
Passengers with a disability or access need (904 respondents)
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.
Carers answering on behalf of a passenger with a disability or access need (528 respondents)
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.
Passengers who neither have a disability nor are carers (4,851 respondents)
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.
Main points
Overall, most respondents were satisfied with their last journey experience on ships. People with a disability (whether they are responding themselves or a carer responding on their behalf) were slightly less satisfied with their experience than passengers without a disability. Across the overall journey, the booking process was the area where the most respondents were satisfied:
- 85% of passengers with a disability
- 84% of carers
- 89% of those who neither have a disability nor are carers
Boarding and disembarking was the aspect of the journey with the greatest difference in satisfaction between passengers with a disability and without:
- 82% of passengers with a disability reported being satisfied here
- compared to 77% of carers
- and 90% of those who neither have a disability nor are carers
Chart 1: Satisfaction with different aspects of their last journey (by group)
| Net satisfied | Passengers with a disability and/or access need | Carers answering on behalf of a passenger with a disability and/or access need | Passengers who neither have a disability and/or access need, nor are a carer |
|---|---|---|---|
| Booking the trip | 85% | 84% | 89% |
| Boarding and disembarking | 82% | 77% | 90% |
| Facilities on board (for example, toilets, catering, entertainment) | 75% | 72% | 80% |
Sample: All respondents. Those with a disability or access need, approximately 900 respondents. Those answering as carers on behalf of a passenger with a disability or access need, approximately 515 respondents. For full sample sizes, please refer to the relevant sections below.
Many respondents (87% of passengers with a disability, 82% of carers) surveyed were aware of the assistance that passengers can request when travelling by ferry or cruise. However, fewer (32% of both those with a disability and 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 (89% of passengers with a disability reported being satisfied with this assistance, as did 92% of carers) and assistance with getting around the ports scored lowest overall (82% of passengers with a disability reported being satisfied with this assistance, as did 86% of carers).
Chart 2: Satisfaction with assistance received at different parts of their last journey (by group)
| Net satisfied | Passengers with a disability or access need | Carers answering on behalf of a passenger with a disability or access need |
|---|---|---|
| Assistance with making a booking | 89% | 95% |
| Assistance with getting around the port(s) | 82% | 86% |
| Assistance with boarding and disembarking | 89% | 92% |
| Assistance with accessing services or facilities on board the ship | 84% | 87% |
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 150 respondents. Those answering as carers on behalf of a passenger with a disability or access need, approximately 120 respondents. For full sample sizes, please refer to the relevant sections below.
Chart 3: Whether respondents answered as a person with a disability or as a carer
| Response | Passengers with a disability/access need | Passengers who neither have a disability/access need nor are a carer | Carers answering on behalf of a passenger with a disability/access need |
|---|---|---|---|
| Percentage of total survey sample | 14% | 77% | 8% |
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 (77%) 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 (14% of the total sample) than answered as a carer on behalf of someone with a disability or access need (8%).
Areas where respondent’s 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 83% of passengers with a disability need and 82% of carers responding on behalf of a passenger with a disability or access need. The next most common disabilities mentioned by our sample related to stamina, breathing or fatigue, and dexterity.
Chart 4: What type of disability or impairment respondents reported having
| Disability or impairment | Passengers with a disability /access need | Carers answering on behalf of a passenger with a disability or access need |
|---|---|---|
| Mobility (for example walking short distances or climbing stairs) | 83% | 82% |
| Stamina or breathing or fatigue | 41% | 34% |
| Dexterity (for example lifting and carrying objects, using a keyboard) | 20% | 29% |
| Mental health | 16% | 15% |
| Hearing (for example deafness or partial hearing) | 15% | 19% |
| Memory | 11% | 23% |
| Learning or understanding or concentrating | 6% | 24% |
| Socially or behaviourally (for example associated with autism spectrum disorder (ASD), or attention deficit hyperactivity disorder (ADHD)) | 4% | 17% |
| Vision (for example blindness or partial sight) | 4% | 13% |
| Other | 6% | 4% |
| None of the above | 2% | 0% |
Sample: All respondents who mentioned they had a disability which reduced their ability to carry out day to day activities. 841 passengers with a disability or access need, 448 carers answering on behalf of a passenger with a disability or access need. Respondents were able to select multiple options, so figures will not sum to 100% due to rounding. This question was optional.
Regions where respondents live
Most of those who responded live in the south of England, predominately the South East, with no notable differences between those with a disability and without. 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 5: Where respondents live
| Region | Passengers with a disability/access need | Passengers who neither have a disability/access need nor are a carer |
|---|---|---|
| South East | 52% | 56% |
| South West | 17% | 16% |
| West Midlands | 4% | 3% |
| East Midlands | 3% | 3% |
| London | 5% | 5% |
| East of England | 6% | 4% |
| Yorkshire and the Humber | 2% | 2% |
| North West | 4% | 2% |
| Wales | 1% | 1% |
| Scotland | 1% | 1% |
| North East | 1% | 1% |
| Northern Ireland | 0% | 0% |
| Outside of the UK | 2% | 4% |
| Prefer not to say | 2% | 2% |
Sample: All respondents. 1,036 passengers with a disability or access need, 519 carers answering on behalf of a passenger with a disability or access need and 5,300 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 respondents
Of those surveyed, those with a disability are older than those without. Over half (53%) of those with a disability or access need said they were over 65, and almost 6 in 10 (59%) of carers surveyed said the person they care for is over 65, compared to just 38% 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 6: Age of respondents
| Age | Passengers with a disability/access need | Passengers who neither have a disability/access need nor are a carer | Carers answering on behalf of a passenger with a disability/access need |
|---|---|---|---|
| Under 16 | 0% | 0% | 8% |
| 16 to 24 | 0% | 1% | 5% |
| 25 to 34 | 1% | 3% | 5% |
| 35 to 44 | 5% | 8% | 5% |
| 45 to 54 | 11% | 18% | 5% |
| 55 to 64 | 28% | 30% | 12% |
| 65 to 74 | 33% | 30% | 23% |
| 75 to 84 | 18% | 8% | 20% |
| 85 and over | 3% | 0% | 15% |
| Prefer not to say | 1% | 2% | 1% |
Sample: All respondents. 1,036 passengers with a disability or access need, 519 carers answering on behalf of a passenger with a disability or access need and 5,300 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.
The sample profile is representative of those who responded to the survey. However, as the survey was mainly distributed in the South East, maritime passengers in the South East are overrepresented.
Section 2. Accessing information
Of those who answered on behalf of themselves and had a disability, 51% said they looked for information about how to get around the port or ship before making their last journey. This compares to 67% of those answering on behalf of the person they care for and 38% 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 or ship but could not find the information they were looking for (6% of passengers with a disability or access need, and 10% of carers answering on behalf of a passenger with a disability or access need).
Chart 7: Looking for information on how to get around the port, by group
| Response | Passengers with a disability/access need | Carers answering on behalf of a passenger with a disability/access need | Passengers who neither have a disability/access need nor are a carer |
|---|---|---|---|
| Yes, and found the information needed | 45% | 57% | 37% |
| Yes, but could not find the information needed | 6% | 10% | 1% |
| No | 46% | 28% | 60% |
| Can’t remember/don’t know | 2% | 4% | 2% |
Sample: All those who travelled by ferry or cruise in the last 12 months, 896 passengers with a disability or access need, 517 carers answering on behalf of a passenger with a disability or access need and 4,813 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 2022, 85% of passengers with a disability and 84% of carers said they or the person they cared for were very satisfied or satisfied with the booking process. This compares to 89% of people who do not have a disability.
Chart 8: Satisfaction with the booking experience, by group
| Response | Passengers with a disability/access need | Carers answering on behalf of a passenger with a disability/access need | Passengers who neither have a disability/access need nor are a carer |
|---|---|---|---|
| Very satisfied | 51% | 49% | 55% |
| Satisfied | 33% | 34% | 34% |
| Neither satisfied nor dissatisfied | 9% | 10% | 7% |
| Dissatisfied | 4% | 5% | 3% |
| Very dissatisfied | 2% | 2% | 2% |
| Don’t know | 1% | 0% | 0% |
Sample: All those who travelled by ferry or cruise in the last 12 months, 900 passengers with a disability or access need, 522 carers answering on behalf of a passenger with a disability or access need and 4,821 passengers who neither have a disability or access need nor are a carer. Figures may not sum to 100% due to rounding.
After answering how satisfied they were when booking their journey, respondents were asked to expand on their answer, explaining why they were satisfied or dissatisfied.
Amongst those who were satisfied, many noted it was easy to book their travel. This was driven, in part, by some respondents using the route they answered about frequently. The websites were broadly described as easy to use, although some mentioned the booking websites being ‘clunky’.
“Booking online with a club discount was easy. I could also alter the time of travel to reduce cost.” - Does not have a disability or access need nor provides care for someone, aged 65 to 74.
“I found it a little confusing when trying to work out the prices of different ferry times but got there in the end and the booking went smoothly from there.” – Does not have a disability or access need nor provides care for someone, aged 55 to 64.
Those satisfied with their booking experience also mentioned helpful, friendly, polite staff. Some respondents noted how staff were helpful in unexpected circumstances. This included being pragmatic and allowing passengers to board an earlier ferry if they turned up early and there was availability, helping when services are disrupted, or finding additional assistance for passengers when needed.
The staff are always friendly professional and pragmatic - if you arrive early and there is space on an earlier ferry they let you travel
Does not have a disability or access need nor provides care for someone, aged 55 to 64.
Amongst those who were dissatisfied, many mentioned concerns about limited services. For some, this meant issues with reliability, for example, ferries being cancelled or amended at short notice. For others, it meant experiencing long wait times when changing between ferries and other (public) transport, including rail or bus. Others described a disconnect between different customer contact points. For example, receiving a text to say the crossing is cancelled, but the website showing that the crossings are running as usual. This introduced some uncertainty amongst some respondents.
“The ferry to is far too expensive, overcrowded, unreliable with far too many cancellations for spurious reasons, don’t contact with other forms of transport and too infrequent especially during evenings and in the winter” - Does not have a disability or access need nor provides care for someone, aged 45 to 54.
Another dominant theme amongst those who were dissatisfied was the expensive nature of some fares. This included concerns about the opaqueness of the pricing structure, particularly in reference to dynamic pricing systems, but also a concern about the lack of other transport options. For some, the fares felt too expensive, given the lack of other transport options, or poor value for money, given the perceived unreliability of services.
“To be honest it is the only way to get to [place] and so we have no choice, all ferries are fine and all provide an okay service, do wish it didn’t cost so much.” - Does not have a disability or access need nor provides care for someone, aged 45 to 54.
“Pricing structures can be complicated and invariably expensive.”- Does not have a disability or access need nor provides care for someone, aged 75 to 84.
Specific accessibility concerns:
Amongst those who stated they had a disability, mobility or accessibility need, or were a carer for someone with those needs, similar themes emerged. The themes related to ease of booking, helpful staff, and some mentions of concerns over the limited services and high prices of the crossing.
“Booking online was easy. Staff were very helpful and was very pleased to find special place for wheelchair and carer.” - Carer for someone (age not given) with a disability or access need (relating to mobility, memory, and mental health).
“I always end up phoning to speak to someone about what I need in my journey there and back. They are always helpful thank you. So helpful caring and friendly a joy to phone” – Has a mobility, dexterity, stamina, fatigue related disability or access need, aged 55 to 74.
However, additional critiques relating specifically to accessibility were also present. As noted above, most respondents with a disability (whether a carer is responding on their behalf or not), reported being satisfied. However, even amongst those who were satisfied, many had specific accessibility concerns.
“Not easy to find disability info on website. Buried away.” – Has a hearing, mobility, dexterity, stamina, fatigue related disability or access need, aged 65 to 74.
“No information or help for non-physical disabilities.” – Has a mobility and unspecified disability and access need, aged 55 to 64.
Some mentioned passenger assistance being hard to find out how to book online. This was because it was either hard to request passenger assistance online, that it needed to be requested by phone, or that it was hard to find discounted fares for those with a disability online. However, others found it easy to request assistance, either through emailing the operator directly, or this being clearly shown on the website, such as on the booking page.
“If you are disabled you cannot make a booking online. You call the office and get a fee charged on top of the ferry cost…Not very good at all. It is as if you are receiving a charge because you are disabled.” – Carer for someone (aged 65 to 74) with an unspecified disability or access need.
“Once you find the blue badge info and click on box that you have one, the website is now pretty straightforward to book on.” - Carer for someone (aged 25 to 35) with multiple disabilities or access needs.
“Would help if when booking the ferry, I could book my mobility space on the ferry at the same time instead of having to do a separate form.” – Has multiple physical and non-physical disabilities or access needs, aged 55 to 64.
Passengers’ experiences of accessing assistance were also inconsistent. Some passengers mentioned that accessible space was limited and were used by what they perceive as those who do not need it, for example standing in a wheelchair space, booking a disabled persons’ cabin). As such, some would like to see free priority boarding for those with a disability to allow them to get into appropriate spaces before these are taken up by others. Amongst carers, some mentioned experiencing difficulties providing assistance to the person they care for, for example difficulties pushing a wheelchair up ramps, or accessible toilets being difficult to use without more assistance than the carer can provide.
“The arrival of the assistance is very hit and miss. Sometimes someone comes to help me straight away, sometimes I am obviously an afterthought, and I am only [helped] after other passengers have alerted staff. The ferry has only one area suitable for wheelchair users. If I am helped first, I can make use of this area. If I am forgotten by staff and arrive last, then other passengers take the space and will not move. I end up sitting outside the lift, which is inconvenient for everybody.” – Has mobility and stamina/fatigue disabilities/access needs, aged 45 to 54.
Some mentioned that booking the required parking can be challenging when one has mobility problems, for example ensuring that they book a parking space close to the lift. Some mentioned specifically asking to be parked near a lift but were not directed there. However, others mentioned that having requested this when booking, they were able to park sufficiently close to the lift or were provided extra space for wide opening of the vehicle door.
Boarding and disembarking
On the last journey made, 82% of passengers with a disability and 77% of carers answering on behalf of the person they care for were satisfied or very satisfied with boarding and disembarking. This compares to 90% for those without a disability.
The highest percentage of passengers dissatisfied or very dissatisfied were carers with 12% of responses. This is followed by 8% of disabled passengers and 4% of passengers without a disability.
Chart 9: Satisfaction with the boarding and disembarking experience, by group
| Response | Passengers with a disability/access need | Carers answering on behalf of a passenger with a disability/access need | Passengers who neither have a disability/access need nor are a carer |
|---|---|---|---|
| Very satisfied | 47% | 45% | 56% |
| Satisfied | 35% | 32% | 34% |
| Neither satisfied nor dissatisfied | 10% | 11% | 6% |
| Dissatisfied | 5% | 8% | 3% |
| Very dissatisfied | 2% | 4% | 1% |
| Don’t know | 0% | 0% | 0% |
Sample: All those who travelled by ferry or cruise in the last 12 months, 882 passengers with a disability, 510 carers answering on behalf of a passenger with a disability and 4,767 passengers who neither have a disability or access need nor are a carer. Figures may not sum to 100% due to rounding.
After answering how satisfied they were when boarding and disembarking, respondents were asked to expand on their answer, explaining why they were satisfied or dissatisfied.
Amongst those who were satisfied, many mentioned how organised and efficient the process was. Respondents specifically mentioned that everything ran on time, and that the process itself was easy.
“Straight on and straight off, no hold ups…so a great service” – Does not have a disability or access need nor provides care for someone, aged 35 to 44.
Many respondents also mentioned how helpful and organised the staff were. Respondents specifically mentioned how staff were polite and provided them with clear instructions on where to park and how to get about on board. Furthermore, if there were any issues respondents mentioned then staff kept them up to date on progress and went out of their way to help.
“I was travelling with 2 young children (7 months and 5 years old) and on my outward journey I was helped to my hut by a kind member of staff since I had quite a lot to carry.” – Does not have a disability or access need nor provides care for someone, aged 25 to 35.
“Amazing staff at port loading and unloading so swiftly. Always smiling.” – Does not have a disability or access need nor provides care for someone, aged 44 to 54.
Amongst those who were dissatisfied with their experience, many mentioned that the process was inefficient, slow, and disorganised. Specifically, respondents mentioned that the service was often delayed or was unexpectedly cancelled, resulting in very long waits at the ports, or being forced to board a busy and less convenient ferry. Some respondents voiced their confusion about how the boarding and disembarking process worked. For example, some mentioned arriving first, but being the last to board; or boarding first but being the last to disembark.
“The ferry did not arrive until after departure time, we were not advised of any delay until on the ferry, by which time we were over 2 hours late. It would have been helpful to know, as the only driver I couldn’t even leave the car to use the facilities in case we were expected to move. It was an extremely hot day and the lack of information was dreadful.” – Does not have a disability or access need nor provides care for someone, aged 44 to 54.
“There doesn’t seem to be a system for loading cars or disembarking. Sometimes people who arrived 15 mins or later after me are parked much further forward in the ferry. I have been one of the first in queue and been one of last of disembark.” – Does not have a disability or access need nor provides care for someone, aged 65 to 74.
A small number of respondents also mentioned specific issues related to boarding and disembarking with a car or as a foot passenger. The former reported that cars are often parked closely, making it hard to leave their car. Foot passengers reported feeling unsafe boarding with lots of vehicles.
“The space to get out of the car once we boarded was very difficult - almost impossible. The women in the next vehicle had to climb across to the driver seat. Allow more time for people to get out of the car before parking the next row.” – Does not have a disability or access need nor provides care for someone, aged 45 to 54.
“Boarding and disembarking the same route or area as the cars and lorries and other vehicles feels a little unsafe and scary and unorganised.” – Does not have a disability or access need nor provides care for someone, aged 25 to 35.
A few respondents mentioned that staff were disorganised and unhelpful which added to their poor experience. This involved a lack of information surrounding an issue, such as delays or cancellations, not enough staff around to help and direct cars for parking, and occasionally unfriendly behaviour when passengers required more assistance.
“When being shown where to park the staff were not friendly and understanding, particularly of elderly people where a little more guidance would have gone a long way!” – Does not have a disability or access need nor provides care for someone, aged 55 to 64.
Specific accessibility concerns
Amongst those who stated they had a disability, mobility or accessibility need, or were a carer for someone with these needs, similar themes emerged relating to how organised the process was, and to staff.
Additional themes specific to accessibility were also present amongst these respondents. For example, some respondents felt that staff were supportive and accommodated their needs.
“Friendly crew always willing to help, on boarding always escorted to lift; on disembarking either escorted down the ramp or lift on golf trolley.” – Has a disability or access need (unspecified), aged 75 to 85.
However, additional critiques specific to accessibility were also present amongst these respondents. As noted above, most respondents with a disability (whether a carer is responding on their behalf or not), reported being satisfied. However, even amongst those who were satisfied, many had specific accessibility concerns. For some respondents, there was a sense of frustration with the physical infrastructure of the ship. This seemed to make boarding and disembarking difficult or impossible without assistance. Some respondents here mentioned steep ramps or an excess of stairs. There was a particular sense of frustration with lifts amongst some passengers with disabilities or access needs (including carers responding on behalf of the person they care for). Many described out of service lifts and lifts being in inconvenient locations.
“The lifts do not go to all decks. Insufficient lifts.” – Carer for someone (aged 75 to 84) with a disability or access need (unspecified).
“I was mortally embarrassed every time I went on and off. It got to the point where I did not want to disembark because of the humiliation. I have a powered chair. I am accustomed to getting in and out of portals without losing my dignity. The ramps were generally not negotiable. Even with a personal helper I had to be hoisted and humped and bumped in and out. The staff were lovely, they saw this and tried to help. However, they did not know how my chair worked and tried to help in a way that would damage my chair and my helper had to argue with them to stop them. It was just hideous.” – Has mobility, dexterity, and stamina/fatigue related disabilities/access needs, aged 55 to 64.
While some respondents expressed frustration with the physical infrastructure of the ship, some other respondents described frustrations with boarding and disembarking due to the actions of other passengers. This included other passengers crowding lifts, which slowed the disembarking or boarding process for passengers with a disability who needed to use them. It also included other passengers being impatient and rushing past, which led some respondents to express desires for priority boarding for those with a disability.
“The lifts on the ship were ‘hogged’ by able bodied leaving no space for wheelchair users.” – Has mobility and dexterity related disability or access needs, aged 65 to 74.
“We were almost first in the queue waiting to board the bus to take us to the ship…We were seated, with my husband in a wheelchair. When the port official called us to come to the bus…there was inevitably a rush of people so consequently we could not board the waiting buses as they quickly became full as we could not hurry. We had to stand outside for quite a while waiting for the next empty one. It was cold and raining…It was a shambles and very hard on passengers, especially the disabled, who had arrived first and been waiting the longest.” – Carer for someone (aged 85 or older) with multiple physical and non-physical disabilities or access needs.
“Feel that extra time to embark and disembark would be useful, as can feel rushed and not able to get seated comfortably.” – Has sight, mobility, and dexterity related disabilities or access needs, aged 55 to 64.
Facilities on board
On the last maritime journey made, 76% of passengers with a disability and 72% of carers said the person they cared for were very satisfied or satisfied with the facilities on board. This compares to 80% of people who do not have a disability nor are a carer.
Chart 10: Satisfaction with facilities on board (for example, toilets, catering, entertainment), by group
| Response | Passengers with a disability/access need | Carers answering on behalf of a passenger with a disability/access need | Passengers who neither have a disability/access need nor are a carer |
|---|---|---|---|
| Very satisfied | 37% | 32% | 36% |
| Satisfied | 39% | 40% | 44% |
| Neither satisfied nor dissatisfied | 14% | 19% | 14% |
| Dissatisfied | 5% | 6% | 4% |
| Very dissatisfied | 2% | 1% | 1% |
| Don’t know | 4% | 1% | 2% |
Sample: All those who travelled by ferry or cruise in the last 12 months, 900 passengers with a disability, 523 carers answering on behalf of a passenger with a disability and 4,812 passengers who neither have a disability or access need nor are a carer. Figures may not sum to 100% due to rounding.
After answering how satisfied they were with the facilities, such as the toilets, catering and entertainment, respondents were asked to expand on their answer and explain why they were satisfied or dissatisfied.
Respondents who were satisfied with the facilities tended to mention the ship being comfortable, the facilities and particularly the toilets being clean. Some mentioned being satisfied with the catering, for example, having well known coffee brands and catering for vegan diets.
For respondents, a comfortable ship meant having adequate seating and the environment being tidy and clean. Some appreciated dedicated dog areas. This is because, for those travelling without dogs, it ensured that dogs were constrained to a specific area, rather than roaming free. Others, particularly dog owners, expressed dissatisfaction with the facilities provided in the dog friendly area, with some noting it was cold and uncomfortable.
“As a dog owner, I feel poorly treated having to sit on hard chairs whilst all other passengers get to sit on soft comfortable chairs.” – Does not have a disability or access need nor provides care for someone, aged 45 to 54.
“Whilst the space is good, there’s seems to be an infestation of dogs on this service. I’d like some more dog free zones on the ferry.” – Does not have a disability or access need nor provides care for someone, aged 45 to 54.
“Without booking a cabin or lounge seats it’s difficult to find somewhere comfy to spend the crossing and it’s expensive.” – Does not have a disability or access need nor provides care for someone, aged 35 to 44.
Cleanliness was important to some respondents, particularly regarding the toilets. While some described clean toilets, other respondents mentioned toilets being dirty or untidy, while others mentioned bad smells. Others mentioned that toilets were out of order, or lacking amenities such as soap or paper to dry hands.
“Toilets weren’t as clean as expected, worn, corroded.” – Does not have a disability or access need nor provides care for someone, aged 45 to 54.
Some respondents were dissatisfied with a limited selection of food, it being poor quality, or too expensive. Some reported that the quality or selection of food had declined in recent years, suggesting that previously passengers could access a greater variety of hot food such as cooked breakfasts, fish and chips. Others noted that catering services can be closed during some sailings, for example evening sailings, or that it can take a long time to access refreshments, particularly if the ship is busy. Others mentioned dissatisfaction with not being able to pay by cash.
“Toilets fine. Toast was hard and cold. It had been cooked and stored. My partner’s breakfast was not good. Expensive for awful food.” – Does not have a disability or access need nor provides care for someone, aged 55 to 64.
“Everything was satisfactory apart from no option to pay cash, I feel this is totally unacceptable and it discriminates against those who do not carry cards. I personally needed water to take some medication and only had cash but was refused!” – Does not have a disability or access need nor provides care for someone, aged 75 to 85.
“Catering is sadly rather dismal as we are coeliac and fed up with the lack of provisions. We can at least buy drinks.” – Carer for someone (aged 25 to 35) with multiple physical and non-physical disabilities or access needs.
For some, there was a frustration that the entertainment facilities were out of order, such as the television or the children’s soft play area. When describing closure of the soft play area, some respondents expressed dissatisfaction with children playing in the main area.
“No soft play which was out of service due to ‘maintenance’. There were a lot of upset children on the ferry. Also, the TV area never seems to be working. Make the soft play area bigger if the TV room is never used!” – Does not have a disability or access need nor provides care for someone, aged 35 to 44.
Specific accessibility concerns
Those with a disability broadly mentioned the same themes as mentioned above including satisfaction with a clean and comfortable ship; and decent refreshments. There was also dissatisfaction with dirty facilities such as toilets, limited and expensive catering.
“Toilets could have been cleaner. Catering ok but expensive.” – Has stamina, fatigue and mobility related disabilities and access needs, aged 55 to 64.
“Toilets were clean - catering was very good - good choice and very adequate for the trip.” – Has a disability and access need (unspecified), aged 75 to 84.
However, additional critiques relating specifically to accessibility were also present amongst these respondents. As noted above, most respondents with a disability (whether a carer is responding on their behalf or not), reported being satisfied. However, even amongst those who were satisfied, many also specifically reported a range of other specific concerns related to access of the facilities. Some mentioned the toilets specifically, either that there were not enough disabled toilets, or they were dirty/blocked, or were in inconvenient places for example, only in the car deck and therefore unavailable when sailing. Others mentioned difficulties in accessing the toilets due to heavy doors, failing locks, or not being able to exit the toilet without assistance due to broken locks.
“Not well thought out at all in the public areas. there was more than one disabled toilet that was basically a trap - could get in but could not get out. Normally my wife enjoys independence but, on this ship, I always had to be hovering.” – Does not have a disability or access need nor provides care for someone, aged 55 to 64.
“There were limited grab rails. The disabled toilets were inside the women’s toilets and were not independent. I got locked in one toilet and the grab rail came off in my hand in the other.” – Has mobility, dexterity, and stamina, fatigue related disability or access need, aged 45 to 54.
Others described issues with accessing other facilities, such as cabins. Respondents described difficulties manoeuvring wheelchairs in small cabins, or difficulties with using the sink, shower and toilet without additional assistance. Some respondents appeared frustrated that their cabins were not accessible to them, particularly when they had specifically requested this information in advance. Others praised the helpfulness of the staff who were able to help when asked, but there was a sense that staff should not have to help in this way, or that the passenger should not need to rely on staff assistance to use the facilities. This meant there was an underlying sense of frustration with needing to ask for assistance.
“The staff without exception were marvellous. There were many structural failures. Had I been unaccompanied I would never have got into or out of my room, or into or out of my balcony…The people were great, the structure was not so.” – Has multiple disabilities and access needs, aged 55 to 64.
“In general, the facilities on board were satisfactory, but the cabin that we had booked had an en-suite that was extremely small and almost impossible to use for a permanent paraplegic wheelchair user. The toilet was extremely difficult to access…it was impossible to use the shower. I had specifically asked about these at the time of booking and was assured that there would not be a problem.” – Has a mobility related disability and access need, aged 75 to 85.
Amongst other respondents, there was some sense of being left out or receiving a lesser experience with regards to catering. For some, this included not being able to access the buffet tables using a wheelchair and therefore needing assistance for someone to carry a self-service tray. Although some noted this assistance was not always available, such as when staff were busy. For others, this included not having access to dedicated wheelchair spaces in restaurants or not being able to access the best views when dining.
“Everything fine apart from dining in the buffet where other able-bodied passengers were occupying allocated disabled dining tables.” – Carer for someone (aged 85 or older) with mental health, mobility, and stamina related disabilities or access needs.
“Buffets always difficult for people using mobility scooters or power chairs – wrong height to read labels and access/carry food. Difficult to access serving areas at busy times – always aware of risk of bumping into people. Reduces independence.” – Has a mobility and stamina, fatigue related disability and access need, aged 65 to 74.
“Better vistas in the restaurant areas were not available to wheelchair users.” – Does not have a disability or access need nor provides care for someone, aged 55 to 64.
Some other respondents described difficulties with hearing and that it was difficult to hear announcements on the intercom or were frustrated with lack of support for those with deafness.
“The announcements need to be on screens for deaf passengers not just the safety video” – Carer for someone (aged 65 to 74) with a hearing and mobility related disability or access need.
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: 87% of passengers with a disability or access need, 82% of carers answering on behalf of the person they care for, and 87% 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 24% of passengers with a disability, 30% answering on behalf of the person they care for and 9% of those without a disability reported that they knew a lot about this assistance. This compares to 35% of passengers with a disability, 32% of carers and 49% of those without a disability who had either heard of the assistance but knew nothing about it or had never heard of the assistance being offered.
Chart 11: Knowledge of assistance, by group
| Response | Passengers with a disability/access need | Carers answering on behalf of a passenger with a disability/access need | Passengers who neither have a disability/access need nor are a carer |
|---|---|---|---|
| Know a lot about it | 24% | 30% | 9% |
| Know a little about it | 40% | 36% | 42% |
| Have heard of it, but know nothing about it | 22% | 16% | 36% |
| Have never heard of this | 13% | 16% | 13% |
| Don’t know | 0% | 2% | 0% |
Sample: All those who travelled by ferry or cruise in the last 12 months, 904 passengers with a disability, 510 carers answering on behalf of a passenger with a disability and 4,847 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 32% of the people they care for know how to request assistance if needed. This compares to 32% for those with a disability and 16% 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 45%. For those with a disability and those answering on behalf of the person they care for, 29% and 28% respectively did not know how to request the assistance.
Chart 12: Knowing how to request assistance, by group
| Response | Passengers with a disability/access need | Carers answering on behalf of a passenger with a disability/access need | Passengers who neither have a disability/access need nor are a carer |
|---|---|---|---|
| Yes, definitely | 32% | 32% | 16% |
| Yes, somewhat | 39% | 38% | 39% |
| No | 29% | 28% | 45% |
| Don’t know | 0% | 2% | 0% |
Sample: All those who travelled by ferry or cruise in the last 12 months and know a lot or a little about passenger assistance. 787 passengers with a disability, 428 carers answering on behalf of a passenger with a disability and 4,225 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 received assistance on their last journey in the previous 12 months by ferry or cruise. Of those, 37% of passengers with a disability and 50% of those with carers received assistance on the last maritime journey taken. Some of those surveyed reported not knowing anything about passenger assistance (13% of those with a disability and 16% of carers) might have wanted to request assistance. However, this was not captured in the survey.
Chart 13: Whether passenger received assistance on their last maritime journey, by group
| Response | Passengers with a disability/access need | Carers answering on behalf of a passenger with a disability/access need | Passengers who neither have a disability/access need nor are a carer |
|---|---|---|---|
| Yes | 37% | 50% | 3% |
| No | 62% | 50% | 96% |
| Don’t know | 1% | 1% | 1% |
Sample: All those who travelled by ferry or cruise in the last 12 months and who know about passenger assistance, 555 passengers with a disability or access need, 301 carers answering on behalf of a passenger with a disability or access need, 2,323 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 boarding or disembarking, 56% of passengers with a disability or access need had assistance getting on or off the ship, compared to 60% of carers who had this assistance.
The second most required assistance category was help getting to the ship (asked for by 13% of passengers with a disability or access need, 19% of carers for someone with a disability or access need), followed by help getting to seating or the cabin (asked for by 12% of passengers with a disability or access need, 11% of carers for someone with a disability or access need). Amongst those who selected ‘other’, many respondents mentioned being parked near the lifts, or being parked with sufficient space to exit the car.
Chart 14: Types of assistance received, by group
| Type of assistance | Passengers with a disability or access need | Carers answering on behalf of a passenger with a disability/access need |
|---|---|---|
| Help getting on or off the ship (for example, help using lifts, provision of a wheelchair) | 56% | 60% |
| Help getting to the ship (for example, transport, wheelchair) | 13% | 19% |
| Help getting to seating or your cabin | 12% | 11% |
| Help moving through the port | 14% | 9% |
| Help storing or retrieving baggage | 12% | 8% |
| Communication of essential route information in accessible formats | 8% | 6% |
| Help getting to or from toilet facilities | 1% | 7% |
| Carriage of medical and mobility equipment | 4% | 4% |
| Having a cabin provided for a carer and accompanying person | 5% | 4% |
| Carriage of assistance animals | 1% | 3% |
| None of these | 17% | 12% |
| Other (please specify): | 17% | 13% |
Sample: All those who travelled by ferry or cruise in the last 12 months and received passenger assistance, 202 passengers with a disability or access need, 149 carers answering on behalf of a passenger with a disability or access need. Figures may not sum to 100% due to rounding.
Ease of accessing assistance
Over 6 in 10 (64%) of those with a disability or access need who received assistance on their last maritime journey said it was very easy requesting assistance in advance of the journey. This compares to 59% of carers who said the person they care for found it very easy requesting assistance in advance of the journey.
Chart 15: Ease of accessing assistance, by group
| Response | Passengers with a disability/access need | Carers answering on behalf of a passenger with a disability/access need |
|---|---|---|
| Very easy | 64% | 59% |
| Somewhat easy | 26% | 31% |
| Somewhat difficult | 4% | 5% |
| Very difficult | 0% | 1% |
| Can’t remember | 5% | 1% |
| Don’t know | 0% | 3% |
Sample: All those who travelled by ferry or cruise in the last 12 months and received passenger assistance, 202 passengers with a disability or access need, 149 carers answering on behalf of a passenger with a disability or access need. Figures may not sum to 100% due to rounding.
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, 89% of passengers with a disability and 95% 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 16: Satisfaction with assistance received in booking, by group
| Response | Passengers with a disability or access need | Carers answering on behalf of a passenger with a disability or access need |
|---|---|---|
| Very satisfied | 64% | 63% |
| Satisfied | 25% | 32% |
| Neither satisfied nor dissatisfied | 9% | 3% |
| Dissatisfied | 1% | 0% |
| Very dissatisfied | 1% | 2% |
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. 153 passengers with a disability or access need, 126 carers answering on behalf of a passenger with a disability or access need. Figures may not sum to 100% due to rounding.
Respondents were then asked to expand on their answer and explain why they were satisfied or dissatisfied.
In line with earlier responses regarding satisfaction with booking, some respondents described a difficult online booking experience. For some this included difficulty using the website, having trouble booking a disabled parking space or assistance online, or difficulty accessing reduced fares. Some described having to call instead but noted that it was hard to get through the phone line. Others, however, found it easy to book online and were able to add a blue badge discount.
“The website is not easy to navigate, and I often have to try more than once. Sometimes I have given up trying to book online and have phoned instead - this can take ages to get through”. – Has a mobility and stamina, fatigue related disability and access need, aged 75 to 85.
“We needed to make a minor adjustment to our booking having replaced our vehicle…because there was a disabled person on the booking, we could not do this online as anyone else can and instead had to make a telephone call which was only answered at the third attempt and then only after more than 20 minutes on hold. The ferry company have now been promising for more than 5 years to change their systems so that these sorts of amendments can be made online regardless of whether the booking includes a disabled person, but they still haven’t done so despite a recent major upgrade to the whole booking system. There is also no provision for those disabled people who cannot make a telephone call since emails currently have a response time of 35 days, which would have been too late for us.” – Carer for someone (aged 55 to 64) with a mobility related disability or access need.
Those satisfied with the assistance received booking travel often mentioned staff. Staff being friendly, helpful, understanding, and knowledgeable about a passenger’s requirements. For some this meant addressing issues specific to the user’s needs (for example, providing help in accessing lifts and stairs), others appreciated assistance being pre-emptive (for example, asking if they would need a space by the lifts, rather than the passenger having to request this). Others described having a relationship with either the company, due to having travelled several times before, or a specific travel agent which gave these passengers confidence that their needs will be looked out for.
“I was specifically asked whether I needed help in the form of easy lift access when I booked. I was appreciative of this as I sometimes forget to book space near a lift for myself.” – Has mobility, dexterity, or stamina related disabilities and access needs, aged 75 to 85.
“We are on the booking system that we require ferry wheelchair, so I no longer have to ask for anything.” – Carer for someone (aged 65 to 74) with a disability or access need (unspecified).
“I know assistance is available but didn’t ask when booking as didn’t know I would need any but, on my arrival, assistance was offered, I am usually asked if I need help but most times I can cope. Following [an] operation I couldn’t but help was offered, and I gratefully accepted.” – Has mobility and stamina, fatigue related disabilities and access needs, aged 65 to 74.
Some mentioned frustrations with staff not being knowledgeable, or requests for assistance not being passed on, even if the situation was eventually resolved.
“…I had telephoned 10 days before sailing and requested a position for the car next to the lift or better still on the garage deck near the exit door to the lounge. However, when arriving at the check in booth my request had not been passed onto the staff in the booth…I argued the fact that I had telephoned and made that simple request. In the end he relented and sent me down to the front of the queue in readiness of boarding. Very upsetting for my disabled wife and I might add this is not the first time that this has happened” – Carer for someone (aged 65 to 74) with hearing, mobility, and stamina, fatigue related disabilities or access needs.
“The experience was very poor…the booking staff had no idea what stops would be tender and whether the gangways were wheelchair accessible.” – Has mobility, dexterity, stamina, fatigue and other unspecified disabilities and access needs, aged 55 to 65.
Satisfaction with assistance received getting around the port
On their last maritime journey in the last 12 months, 82% of passengers with a disability and 86% 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 17: Satisfaction with assistance received to get around the port(s), by group
| Response | Passengers with a disability or access need | Carers answering on behalf of a passenger with a disability or access need |
|---|---|---|
| Very satisfied | 53% | 48% |
| Satisfied | 29% | 38% |
| Neither satisfied nor dissatisfied | 12% | 9% |
| Dissatisfied | 4% | 3% |
| Very dissatisfied | 2% | 3% |
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. 131 passengers with a disability or access need, 112 carers answering on behalf of a passenger with a disability or access need. Figures may not sum to 100% due to rounding.
Respondents were then asked to expand on their answer and explain why they were satisfied or dissatisfied.
Those satisfied with their experience highlighted a few reasons for this. Many respondents mentioned how helpful staff were when it came to providing useful instructions about navigating the port and assisting them around the port.
“Everything was explained to me in detail as requested to reduce my anxiety and ensure it was accessible to me and my children. We were shown where to go and offered a wider parking space, near to the door for easier access.” – Has a disability or access need, aged 35 to 44.
“Not asked for, but crew helped her [the person receiving care] get off the shop and took her through the port. Really impressed.” – Carer for someone (aged 75 to 85) with a disability or access need.
Some respondents were pleased with the disabled parking access, proximity to lifts and transport provided to get to the ship or ferry.
“Being able to board via a disabled lane and parking near lift with extra space is extremely beneficial…” – Has mobility, dexterity, and stamina, fatigue related disabilities or access needs, aged 65 to 74.
Amongst the small number of respondents who were dissatisfied with the assistance given to them around the port, a few mentioned that they found the staff unhelpful, or simply not around to help them.
“Just left to my own devices, no information given about accessibility.” – Has a mobility related disability or access need, aged 45 to 54.
“No assistance available after leaving the ferry.” – Carer for someone (aged 75 to 85) with a multiple physical and non-physical disabilities or access needs.
Some respondents found that the port could become quite busy, which made it hard for them to navigate.
“Crowds made it difficult, and preference given to wheelchair users. I use a walking aid and was mostly left to my own devices.” – Has mobility and stamina, fatigue related disabilities or access needs, aged 55 to 64.
Satisfaction with assistance received in boarding and disembarking
On their last maritime journey, 89% of passengers with a disability and 93% 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 18: Satisfaction with assistance received boarding or disembarking, by group
| Response | Passengers with a disability or access need | Carers answering on behalf of a passenger with a disability or access need |
|---|---|---|
| Very satisfied | 68% | 65% |
| Satisfied | 22% | 28% |
| Neither satisfied nor dissatisfied | 6% | 4% |
| Dissatisfied | 3% | 3% |
| Very dissatisfied | 2% | 1% |
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. 186 passengers with a disability or access need, 144 carers answering on behalf of a passenger with a disability or access need. Figures may not sum to 100% due to rounding.
Respondents were then asked to expand on their answer, explaining why they were satisfied or dissatisfied.
Amongst those who were satisfied with their experience, some reported that staff were helpful and mindful of passenger’s accessibility needs. This meant they were able to board and disembark with ease. Help from staff came via physical assistance and feelings of being welcomed and looked after.
“If a crew member spots me struggling they normally approach me to see if they can help.” – Has multiple disabilities or access needs, aged 75 to 85.
“Crew all went out of their way to assist us.” – Carer for someone (aged 35 to 44) with a mobility related disability or access need.
Many respondents reported how helpful it was to be able to park in a space with lots of room around it and/or near a lift, to reduce the amount of walking required.
“I requested an extra wide parking area to assist my ability in exiting and entering the car, which has very wide doors, together with close access to the lifts. Always this was provided.” – Has mobility, stamina and fatigue related disabilities or access needs, aged 75 to 85.
Amongst the small number of respondents who were dissatisfied with their experience, the issues were around the ship or ferry infrastructure, such as inadequate ramps and lifts.
“The ramp that could be lowered over the steps was used on boarding but not used for disembarkation. My wheelchair was “pushed” down the steps bumping all the way. Not a very pleasant experience.” – Has hearing, mobility, dexterity, stamina and fatigue related disability or access needs, aged 85 or older.
“The ramps provided to get over the door thresholds are far too steep.” – Carer for someone (age not given) with a mobility related disability or access need.
Satisfaction with assistance received in accessing services or facilities on the ship
On their last maritime journey in the last 12 months, 84% of passengers with a disability and 87% 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 19: Satisfaction with assistance received with accessing services or facilities on the ship, by group
| Response | Passengers with a disability or access need | Carers answering on behalf of a passenger with a disability or access need |
|---|---|---|
| Very satisfied | 52% | 47% |
| Satisfied | 32% | 40% |
| Neither satisfied nor dissatisfied | 14% | 8% |
| Dissatisfied | 0% | 3% |
| Very dissatisfied | 1% | 2% |
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. 148 passengers with a disability or access need, 117 carers answering on behalf of a passenger with a disability or access need. Figures may not sum to 100% due to rounding.
Respondents were then asked to expand on their answer and explain why they were satisfied or dissatisfied.
Those who were satisfied with the assistance they received in accessing services and facilities on the ship broadly described helpful staff and facilities that allowed the passenger to have independence when navigating the ship. For those who mentioned facilities that allowed the passenger to access the ship independently, there is a sense that these modified facilities are a form of assistance, allowing the passenger to access facilities without needing direct help from staff.
Those who mentioned helpful staff described staff offering pre-emptive assistance, for example, being told where the nearest lift was without having to ask or having staff going above and beyond to offer assistance.
“On boarding, at vehicle level, I was told where the nearest lift was, without having to ask.” – Has hearing and mobility related disabilities and access needs, aged 75 to 85.
“I sit in the designated pet area but then cannot go and fetch myself a coffee as this means walking to the food area with the dog which is not allowed…I asked a member of staff if he would very kindly bring me a coffee and he waved away my card, brought me a coffee and a flapjack on a tray and put it in front of me with a big smile and charged me nothing at all! I call that first class service, over and above the call of duty. Some people are very kind indeed.” – Has mobility, dexterity, stamina, fatigue related disabilities and access needs, aged 75 to 85.
Some respondents specifically mentioned assistance to access facilities using a wheelchair. Some described how staff were able to move other chairs out of the way to enable a passenger in a wheelchair to eat at a restaurant table (and the difficulties with this), while others described assistance in carrying a tray when using the self-service catering, such as a buffet. Others also mentioned how staff could help push a passenger in a wheelchair up a steep ramp.
“Asked and was given assistance to carry one of the trays when using the self-service restaurant. Usual difficulties finding a table the wheelchair user could reach and then finding somewhere to store the chairs we had to move out of the way.” – Carer for someone (aged 55 to 64) with a mobility related disability or access need.
“The various staff we encountered were extremely helpful, from finding areas for seating in my wheelchair in the restaurants to seating in the entertainment lounge and helping with bringing food and drinks to me. There was also crew to help getting me in my wheelchair on and off the ship at our ports of call.” – Has mobility, dexterity, stamina related disabilities and access needs, aged 65 to 74.
A handful of respondents mentioned frustrations that some areas of the ship were inaccessible without assistance, such as a lack of space for wheelchairs, no step-free access due to flood sills. For some, this need for assistance was seen as taking away the independence from those who could normally access other similar environments.
“[My wife] was very disappointed that the numerous flood and fire door sills made it impossible to get to services and facilities on her own…thus losing the degree of independence she had enjoyed previously.” – Carer for someone (aged 65 to 74) with a mobility and mental health related disabilities or access needs.
“Pushing a wheelchair to the lift is challenging due to ramps over door thresholds.” – Carer for someone (aged 85 or older) with mobility, stamina, fatigue related disabilities or access needs.
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 same as those who have never travelled by ferry.
Chart 20: Barriers to further ferry use, by group
| Response | Passengers with a disability or access need | Passengers who neither have a disability or access need nor are a carer |
|---|---|---|
| Unable or not comfortable travelling due to COVID-19 restrictions | 25% | 23% |
| Can’t afford to travel this way | 20% | 20% |
| I prefer to travel another way | 11% | 10% |
| Don’t have someone to travel with / help | 7% | 2% |
| It’s difficult to get around the ferry | 9% | 2% |
| It’s difficult to get board or disembark from the ferry | 11% | 1% |
| It’s difficult to get to or around the port | 6% | 1% |
| Had a bad experience before | 1% | 1% |
| Other | 32% | 49% |
Sample: All those who have not travelled by ferry in the last 12 months (October 2021 to November 2022). 179 passengers with a disability or access need and 487 passengers who neither have a disability or access need nor are a carer for a passenger with a disability or access need. Data for carers is not shown due to low sample size. Figures may not sum to 100% due to rounding. This question was optional.
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. Many respondents answered “other”, meaning something not listed in the question answer options (32% of those with a disability or access need, 49% of those who neither had a disability or access need nor were carers for someone).
Most of those who selected “other” describe not having the need to travel by ferry; not going to a destination served by ferry, or not going on any holidays in the last 12 months. Beyond this, the 3 biggest barriers stated were:
- being unable and uncomfortable doing so due to COVID-19 restrictions
- not being able to afford to travel this way
- preferring to travel another way
This question referred to the last 12-month period (October 2021 to November 2022), and during this some countries required arrivals to either present proof of vaccination or undergo COVID-19 tests before permitting entry.
Around 1 in 10 of those with a disability or access need cite an accessibility barrier to travelling by ferry:
- 9% mention it being difficult to travel around the ferry
- 11% mention it being difficult to board and disembark from the ferry
- 7% mention not having someone to travel with or help
- 6% mention it being difficult to get to and around the port
Chart 21: Future ferry use, by group
| Response | Passengers with a disability or access need | Carers answering on behalf of a passenger with a disability or access need |
|---|---|---|
| If it was less expensive | 47% | 59% |
| Nothing | 26% | 28% |
| If there was better assistance at the port or when boarding / disembarking from the ferry | 19% | 3% |
| If there were better facilities for me on the ferry | 19% | 3% |
| If it was easier to get to the ferry port | 12% | 11% |
| If there was better assistance getting around the ferry | 10% | 10% |
| Other | 7% | 3% |
Sample: All those who have not travelled by ferry in the last 12 months (October 2021 to November 2022). 179 passengers with a disability or access need and 487 passengers who neither have a disability or access need nor are a carer for a passenger with a disability or access need. Data for carers is not shown due to low sample size. 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 response, both amongst those with a disability or access need and without, is if the service was less expensive (cited by 47% of those with a disability or access need and 59% of those who neither have a disability nor are a carer for someone with a disability or access need). However, about a fifth of those with a disability (19%) also noted improved assistance and facilities as reasons which would increase ferry use.
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 22: Barriers to further cruise use, by group
| Response | Passengers with a disability or access need | Passengers who neither have a disability or access need nor are a carer |
|---|---|---|
| Can’t afford to travel this way | 43% | 33% |
| Unable or not comfortable travelling due to COVID-19 restrictions | 24% | 25% |
| They prefer to travel another way | 21% | 15% |
| Don’t have someone to travel with or help | 19% | 34% |
| It’s difficult to get around the cruise ship | 6% | 2% |
| It’s difficult to get board or disembark from the cruise ship | 5% | 0% |
| It’s difficult to get to or around the port | 3% | 0% |
| Had a bad experience before | 2% | 1% |
| Don’t know | 2% | 1% |
| Other | 0% | 0% |
Sample: All those who have not travelled by cruise in the last 12 months (October 2021 to November 2022). 915 passengers with a disability or access need, 4,748 passengers who neither have a disability or access need nor are a carer for a passenger with a disability or access need. Data for carers is not shown due to low sample size. Figures may not sum to 100% due to rounding.
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 could not afford to travel this way (cited by 43% of those with a disability or access need and 33% of those who did not have a disability or access need nor are carers). About 1 in 20 of those with a disability or access need cited accessibility related barriers to cruise use (6% mentioned they do not have someone to travel with or help, 5% mentioned it being difficult to get around the cruise ship, 3% mentioned it being difficult to board and disembark).
Of the approximately 1 in 4 who selected “other” at this question, most describe not being interested in a cruise.
This question referred to the last 12-month period (October 2021 to November 2022), and during this some countries required arrivals to either present proof of vaccination or undergo COVID-19 tests before permitting entry.
Chart 23: Future cruise use, by group
| Response | Passengers with a disability or access need | Carers answering on behalf of a passenger with a disability or access need |
|---|---|---|
| If it was less expensive | 54% | 47% |
| If there was better assistance at the port or when boarding / disembarking from the cruise ship | 9% | 1% |
| If it was easier to get to the port | 7% | 3% |
| If there were better facilities for me on the cruise | 5% | 1% |
| If there was better assistance getting around the cruise | 5% | 0% |
| Don’t know | 0% | 0% |
| Nothing | 32% | 46% |
| Other | 13% | 8% |
Sample: All those who have not travelled by cruise in the last 12 months (October 2021 to November 2022). 915 passengers with a disability or access need, 4,748 passengers who neither have a disability or access need nor are a carer for a passenger with a disability or access need. Data for carers is not shown due to low sample size. Figures may not sum to 100% due to rounding.
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. However, 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, cited wanting better assistance to board or disembark
- 5% of those with a disability or access need, cited wanting better assistance getting around the cruise
Section 7. Methodology
This survey was conducted by DfT and the MCA in partnership with some ferry and cruise operators. It ran between 31 October 2022 and 18 November 2022. 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 ten £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.
During the time period asked about in this survey (October 2021 to November 2022) travel to some countries, including the UK, was subject to COVID-19 related travel restrictions, such as vaccination requirements.
Comparability with previous maritime passenger accessibility surveys
The results of this survey should not be compared to any previous years’ results as there are significant differences in the survey coverage and respondent recruitment. These are detailed below.
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 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. However, due to how the survey was distributed, the survey results are biased towards maritime passengers living in the South East.
Sample size and details
A total of 7,466 people responded to the survey. After removing duplicate responses, the total sample size is 6,956 respondents. Duplicate responses were identified by duplicate email addresses (where respondents chose to give these as part of the prize draw).
Passengers with a disability or access need – 1,063 respondents stated they had a disability, reduced mobility, or an accessibility need.
89 respondents with a disability also provided care for someone. 27 of these respondents chose to answer on behalf of the person they provide care for, instead of their own experiences.
132 respondents with a disability had not travelled by ferry or cruise in the last 12 months.
The total sample size for this group is 904 (people with a disability or access need who have travelled by ferry or cruise in the last 12 months), although 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 or access need – 867 respondents stated they provided care for someone with a disability, reduced mobility, or an accessibility need.
216 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.
123 respondents who provide care for someone chose to answer about their experiences only, instead of the person they provide care for.
The total sample size for this group is 528 (carers, answering on behalf of a passenger with a disability or access need who has travelled by ferry or cruise in the last 12 months) although 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 – 5,019 respondents stated they do not have a disability, reduced mobility, or access need nor provide care for someone who does.
390 respondents stated they had not travelled by ferry or cruise in the last 12 months.
223 respondents stated they were carers and have travelled by ferry or cruise in the last 12 months, but the person they provide care for has not, or chose to answer about their experiences only, instead of the person they provide care for.
The total sample size for this group is 4,851 (people who do not have a disability or access need nor are answering in their role as a carer for someone with a disability or access need), although 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 were 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.
The operators who took part in this research primarily serve the South of England. This means that the sample is biased towards Southern respondents and that the sample is not representative of all ferry and cruise passengers.
Chart 24: Mode used for most recent maritime journey in the last 12 months, by group
| Mode | Passengers with a disability or access need | Carers answering on behalf of a passenger with a disability or access need | Passengers who neither have a disability or access need nor are a carer |
|---|---|---|---|
| A ferry, within the UK (for example, across a lake, to Isle of Wight, Northern Ireland) | 79% | 82% | 79% |
| A ferry to a Crown Dependency (for example, Isle of Man, Bailiwick of Guernsey, the Bailiwick of Jersey) | 5% | 6% | 8% |
| A ferry to another country (for example, Republic of Ireland, France, Belgium) | 5% | 3% | 7% |
| A cruise within the UK | 1% | 1% | 0% |
| An international cruise | 7% | 7% | 3% |
| None of the above | 0% | 0% | 1% |
| Other (please specify) | 2% | 1% | 2% |
| Don’t know | 0% | 0% | 0% |
Sample: All asked, 904 passengers with a disability or access need, 523 carers answering on behalf of a passenger with a disability or access need and 4,847 passengers who neither have a disability or access need nor are a carer.
Section 8. Further information
Related statistics
These statistics only provide data on the passenger experience for maritime travel. Additional information on wider disability and accessibility on the transport network is published by the Department for Transport as part of the Disability, accessibility and Blue Badge statistics series.
The Office for Statistics Regulation has also published a Review of Transport Accessibility Statistics.
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Contact details
Department for Transport:
Email Maritime Accessibility for queries concerning maritime accessibility policy at the Department for Transport.
Email AMA Social Research for queries about the research methodology.
Maritime Coastguard Agency:
Email neb@mcga.gov.uk for information about maritime passenger rights.
Maritime and shipping statistics
Email maritime.stats@dft.gov.uk
Maritime statistics enquiries 020 7944 4847
Media enquiries 0300 7777 878