Customers Requiring Assistance
We endeavour to make our terminals, ferries and information easily accessible for all our customers.
If you contact us in advance of travel we will be happy to discuss your needs and provide advice. Please always advise our staff of any specific requirements prior to boarding. If you would like assistance to board/disembark or when you are on the ferry our staff will help wherever possible.
Our shore staff and vessel crews have undergone disability awareness and assistance training to ensure we provide you with the highest standards of service and customer care.
Please be aware we operate roll-on roll-off ferries which accommodate passengers, cars and heavy commercial vehicles. Great care should be taken at all times in areas shared by vehicles and passengers.
Changes in weather and sea conditions will affect the movement of the vessels and levels of grip on surfaces. Please bear these effects in mind when planning your journey and during the crossing.
Guide dogs travel FREE of charge. Dogs must be kept on a lead at all times when they are not in your vehicle. Passengers are solely responsible for their dog’s welfare and conduct whilst onboard our vessels and at our terminals.
Arrival at the Terminal
We operate a turn up and go service so there are no booking or check-in requirements.
However, if you are travelling as a foot passenger and require assistance to board, please arrive at the terminal in sufficient time to allow staff to help you board the first available ferry.
If you are travelling by car please go to the lane as directed.
If you require additional space onboard to exit your vehicle, please inform the car marshal or the crew as soon as you can, but always BEFORE your vehicle is finally positioned onboard.
There are 2 disabled spaces provided at each terminal for use by Blue Badge holders. Please use these spaces responsibly and with consideration for other users.
Toilet facilities are only available onboard our vessels. All of our vessels have wheelchair accessible toilets in the passenger lounges adjacent to the vehicle deck. Baby changing facilities are available within the disabled toilet onboard Sound of Soay & Sound of Seil.
There is ground level ramped access to our office and ticketing area at Hunter's Quay, Dunoon which is open Monday to Friday from 9.10am to 5pm. There is an external call point for assistance and an induction loop at the ticketing counter.
There are no office or ticketing facilities at our McInroy's Point terminal in Gourock.
All vehicles and passengers board our vessels via linkspans. There is no requirement to board using a passenger gangway. All linkspans have segregated passenger walkways with anti-slip coatings and are wheelchair accessible.
Care should be taken at transitional zones, especially the interface between the end of the linkspan and the vessel ramps. The linkspans will be subject to movement and changes in gradient depending on the prevailing weather and tidal conditions.
Our pursers will collect your fare directly from you in your vehicle or in the passenger areas. You can remain in your vehicle throughout the 20 minute crossing.
If you require assistance to move around the vessel please inform a member of the crew. Care should be taken in all areas. Changes in deck level, door sills, and stairways may prove potentially hazardous if your mobility is impaired or reduced, especially in poor weather conditions when the vessel may pitch or roll without warning.
Access to upper deck areas may not be suitable for customers with reduced mobility.
All our vessels are designed to provide easy access for wheelchair users. Passenger lounges are located on the same level as the car deck and all have wheelchair accessible toilet facilities.
Please advise the crew if you require assistance to disembark.