GUIDaNCE FOR persons with disabilities WHEN TRAVELLING WITH DFDS​

DFDS is committed to making travel on our services as easy and comfortable as possible for disabled passengers, persons with reduced mobility and special needs

The company shall endeavor to ensure all passengers are able to use the company's services whenever it is feasible and safe to do so.

Your request to travel cannot be refused solely on the grounds of a disability or reduced mobility, and you are entitled to travel at no extra cost under the same conditions that apply to all other passengers. You are entitled to certain assistance both in port and on board ship. This includes assistance boarding and/or leaving the ferry, assistance with baggage and/or any specific medical equipment that you may be carrying, and also assistance in making your way to the toilet facilities.  

In order to assist, we should be instructed of your needs at the time of booking. Please be aware that there may be limitations to the service we can reasonably offer and deliver.​​

INFORMATION FOR persons with disabilities 

Access & Information

We shall ensure that all relevant information and access conditions is available in appropriate and accessible formats.

If you or a member of your travelling party has a hearing impairment, please report to the Information Desk onboard. The crew will make arrangements to ensure that you receive all important messages being made over the onboard public address system.​

Making a Reservation

​In order to be able to make your journey with DFDS as comfortable as possible, you must inform us of any specific needs with regard to accomodation, services required or any need to bring mobility and/or medical equipment known at the time of booking. Also, please inform us of any other assistance at least 48 hours before your departure.
If you have booked through a travel agent or a tour operator you should advise your booking agent that you will require assistance, please request they pass this information on to DFDS.

 After assessing your specific requirements, DFDS may require that you are accompanied by an individual that can assist you during the journey.  Before making this requirement, we will have a dialogue with you and always consider your wish. Such an accompanying person shall be carried free of charge.

Once you have contacted us, a note will then be added to your booking which will ensure that where possible your needs are taken into consideration. 
 
After the booking you will receive a confirmation stating that the assistance needs have been notified to us. 
If you have not received such confirmation, it is your responsibility to contact us, otherwise we cannot ensure the availability of the services. 

Any information relating to you will be obtained in a discreet manner and stored with a regard for confidentiality and in accordance with our privacy policy. This information will only be shared on an operational basis, necessary to the carrying out of the tasks required and to inform the ships if there are passengers in need of special assistance in case of any emergency.

If you have not contacted us before you travel to alert us of your needs we cannot guarantee you of assistance whilst travelling through our ports and onboard our vessels. DFDS will make all reasonable effort to provide assistance, however any such assistance cannot be guaranteed.

Travelling with DFDS

For safety reasons we can only cater for up to five wheelchair passengers at any one time onboard our vessels
Hearing impairment 
If you or a member of your party has a hearing impairment, please mention this when making a reservation and report to the Information Desk when you board the ship. The crew will make sure that you receive any important messages which are broadcasted during the crossing. ​

 
Visual impairment 
If you or a member of your party has a visual impairment please mention this when making a reservation and report to the Information desk when you board the ship. On arrival, our staff will help you to locate the passenger areas and assist wherever possible. ​

 
Carriage of Mobility & Medical Assistance 
All mobility and medical equipment may be taken into the passenger accommodation or on vehicle deck, the passenger shall notify us of any need to bring mobility and/or medical equipment at the time of the booking.
Customers can travel with medical oxygen with written permission from a GP advising that medical oxygen is required, we need to be informed at the time of booking that medical oxygen will potentially be used on the voyage. We can carry a maximum of 6 x size F i.e. up to 60 litres aggregate water capacity.​

 
Disabled person or person with reduced mobility means any person whose mobility when using transport is reduced as a result of any physical disability (sensory or locomotor, permanent or temporary), intellectual disability or impairment, or any other cause of disability, or as a result of age, and whose situation needs appropriate attention and adaptation to his particular needs of the service made available to all passengers

Assistance Dog

If travelling with an assistance dog it is essential you notify DFDS and that the dog complies with the Pet Travel Scheme​. You should also note that sea travel can be distressing for animals and the safety and comfort of all our guests should not be compromised. You will be responsible for the welfare of the dog at all times.​​

At the Port & Embarkation/Disembarkation to our Ships

You will be advised via your booking confirmation of your check-in time at the port, our terminals are disabled friendly with accessible parking. We can provide wheelchairs in some ports (see the list below) and onboard our vessels with advance notification at the time of booking and where available. Passengers travelling in vehicles can be parked close to a lift and assisted by our ships crew if required.

 
Terminals/Ports - facilities for passengers with reduced mobility and special needs
Our ports and terminals have the following facilities for disabled passengers and passengers with limited mobility.​

​Terminal/Port ​Wheelchair ​Adapted Toilets

​Lifts​​

​Copenhagen ​No ​Yes ​Yes
​Oslo ​No (wheelchair can be provided on request)  ​Yes ​Yes
​IJmuiden ​Yes ​Yes ​Yes
​Newcastle ​Yes ​Yes ​Yes
​Calais ​No ​Yes ​Yes
​Dunkirk ​No ​Yes ​Yes
​Dover ​No ​Yes ​Yes
​Kapellskar ​No ​Yes ​Yes
​Karlshamn ​No ​Yes ​Yes
Klaipeda (IFT)​No​Yes​No
​Klaipeda (CFT)​No​Yes​Yes
​Newhaven​Yes​Yes​No
​Paldiski​No​No​No
​Dieppe​Yes​Yes​No
​Kiel​No​Yes​​No
​​

Onboard

Our on board facilities offer access to wheelchair users; If you require any assistance during your journey, please contact the Information Desk onboard our vessels. 

Our Ships - facilities for passengers with reduced mobility and special needs

Our ships have the following facilities for disabled passengers and persons with reduced mobility. Please note that you can only book disabled cabins via your booking office due to their limited availability:​

Ship ​Adapted Cabin ​Wheelchair ​Adapted Toilets ​Lifts
​Pearl Seaways ​Yes ​Yes ​Yes ​Yes
​Crown Seaways ​Yes ​Yes ​Yes ​Yes
​King Seaways ​Yes ​Yes ​Yes ​Yes
​Princess Seaways ​Yes ​Yes ​Yes ​Yes
​Athena Seaways ​Yes ​Yes ​Yes ​Yes
​Calais Seaways ​Yes ​Yes ​Yes ​Yes
​Cote d'Albatre ​Yes ​Yes ​Yes ​Yes
​Delft Seaways ​N/A ​Yes ​Yes ​Yes
​Dover Seaways ​N/A ​Yes ​Yes ​Yes
​Dunkerque Seaways ​N/A ​Yes ​Yes ​Yes
​Liverpool Seaways ​Yes ​Yes ​Yes ​Yes
​Optima Seaways ​Yes ​Yes ​Yes ​Yes
​Regina Seaways ​Yes ​Yes ​Yes ​Yes
​Seven Sisters ​Yes ​Yes ​Yes ​Yes
​Victoria Seaways
​Yes ​Yes ​Yes ​​N/A
​​​Cote des Dunes​N/A​Yes​Yes​Yes
​Cote des Flandres​N/A​Yes​Yes​​Yes

Find out more about our ship facilities below: 

>Dover - France​

>Newcastle - Amsterdam​

>Newhaven - Dieppe​

>Copenhagen - Olso​​​

>Baltic Sea​

Exceptions

Disabled passengers and persons with reduced mobility shall not be denied access to our services unless; Carriage of a disabled person or a person with reduced mobility places the company in breach of safety law or regulations determined by national and/or international law or that of a competent authority;

Design of the ship or the port infrastructure and equipment, including terminals, makes it impossible to carry out embarkation, disembarkation or carriage of the disabled passengers or those with reduced mobility in a safe or operationally feasible manner. When we have to refuse a booking, we shall immediately inform the person of the specific reasons therefore. On request, those reasons shall be notified in writing, no later than five working days after the request. In the event of refusal, reference shall be made to the applicable safety requirements and to the competent authorities dealing with complaints.

Complaints

Any complaints to be made under the Regulation should be directed, in the first instance, to DFDS (the operator).  Under the Regulation each operator must have in place an accessible complaint handling mechanism for rights and obligations covered by this Regulation.  A complaint must be submitted within two months of the scheduled date of the service.  The operator must notify the passenger within one month of receipt whether the complaint is substantiated, rejected or still under consideration with a final reply and decision within two months.


DFDS

Customer Care Team
International Passenger Terminal
Royal Quay, North Shields, NE296EE
T. 0344 848 60 90
E. uk.customercare@dfds.com

If the complaint cannot be resolved to the satisfaction of the passenger, then it may be referred to the complaint handling body.  ABTA has been appointed by the DFT to act as the Complaints Handling Body under the Regulation.  ABTA has many years of experience of dispute resolution between consumers and operators, and also has in place a conciliation service which can be available to all.  ABTA will provide an evidence-based response to a complaint within a reasonable period of time, but will only consider a complaint that has already been through the operator's own complaint handling process. 

ABTA Ltd
31 Park Street
London SE1 9EQ
T. 0203 117 0599
E. consumer.affairs@abta.co.uk
W. abta.com

There is also a National Enforcement Body (NEB) under the Regulation. This is the Maritime & Coastguard Agency (MCA) in the UK.  The NEB is primarily concerned with significant breaches of the Regulation and will not consider any complaint, in the first instance, unless it is such a breach and/or the person making the complaint has followed t​he complaint handling procedure above.

Maritime & Coastguard Agency
National Enforcement Body Officer - Technical Performance Section 
Directorate of Maritime Safety & Standards
Maritime & Coastguard Agency
Bay 2/23, Spring Place
105 Commercial Road
Southampton SO15 1EG
T. 0238 0329 315
E. neb@mcga.gov.uk
W. dft.gov.uk/mca


 

You can download a copy of our complaints procedure below: 

Passeng​erComplaintProcedure_UK_.pdf


​​​ WE'RE AWARD WINNING​​

It’s always a proud moment when you’re recognised for your good work, we’re honoured to have been named again as the World and Europe's Leading Ferry Operator 2016 at the World Travel Awards. We have been Europe’s Leading Ferry Operator for 5 years running now, and the World’s Leading Ferry Operator for 6 years. ​​​

FINAL-AWARDS-Dec15.gif​​​​​​