Accessibility

BEFORE YOU TRAVEL

We endeavour to make our terminals, ferries and information easily accessible for all our customers. We operate a turn up and go service so there are no booking or check-in requirements. We ask that if a customer needs additional assistance in any way, to board or once onboard, we ask that they let us know by contacting us at least 2 working days prior to their journey. This includes notifying us of any visual or hearing impairment. Contact us by phone or email on 01369 704452 or enquiries@western-ferries.co.uk. If no notice is given in advance of travel, we will always do our best to accommodate any request. We ask that the customer always advise our staff of any specific requirements prior to boarding.

Changes in weather and sea conditions may affect the movement of the vessels and levels of grip on surfaces. Please be aware of the effects this may have on someone who requires assistance and this should be taken into consideration when planning their journey and during the crossing.

ARRIVAL AT THE TERMINAL

Customers requiring additional assistance are asked to arrive at the terminal earlier to ensure they board the intended sailing.

For any passenger with hearing impairment, we ask that they make themselves known to the staff prior to boarding, or to crew onboard. This will allow our staff to ensure they receive an alert by crew in the event of the emergency alarms being sounded on the vessel.

Care should be taken in all areas within the terminal. Changes in pavement levels, door sills may prove potentially hazardous if mobility is impaired or reduced. Please also be extra careful of live traffic movements within the terminal.

Customers travelling by car are asked to go to the lane as directed by the car marshall and to notify the marshall of any onboard assistance they may require, for example additional space to exit vehicle with wheelchair. On our vessels, we need to use available deck space as efficiently as possible. This can result in cars being loaded in close proximity to other cars.

For any passenger who requires assistance to move to another area of the vessel, including toilet areas, our crew will be happy to assist. Requests should be made prior to boarding to ensure staff are aware of the assistance required.

Our shore staff and vessel crews have undergone disability awareness and assistance training to ensure we provide the highest standards of service and customer care.

Please see aerial photographs below for both Terminals.

McInroy’s Terminal

Hunter’s Quay Terminal

DISABLED PARKING/DROP OFF & PICK UP

In both terminals we have clearly marked drop off & pick up locations, we also have 2 disabled parking spaces provided for use by Blue Badge holders. We ask our customers to use these spaces responsibly and with consideration for other users.

TICKET OFFICE PROVISIONS

There is ground level 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 a disabled access door system in operation at the entrance and an induction loop at the ticketing counter.

There are no office or ticketing facilities at our McInroy's Point terminal in Gourock, however advance purchase tickets can be purchased at our ticket agents can be found on our website Ticket Agents – Western Ferries

There are no toilet facilities within the Terminals, but please note toilets are onboard and the next ferry will be along shortly.

TICKETING

The purser will collect your fare direct from the vehicle or if travelling by foot from you in the passenger lounge. Ticket & Fare information can be found on our website at the following links: Ticket Information – Western Ferries & Fares Information – Western Ferries.

SPT / NATIONAL ENTITLEMENT

Concessionary Travel applies to a passenger if you have a valid card for the following concessionary schemes:

• National Entitlement Scheme - Registered Blind/Partially Sighted Card
• National Entitlement Scheme - with Ferry Entitlement for Cowal Route 1
• SPT Concessionary Ferry Travel Scheme - Cowal Peninsula Card

To qualify for concessionary SPT ferry fares, you must live permanently on the Cowal Peninsula.

To apply, check eligibility or renew your SPT Concessionary card contact SPT – Telephone 0141 333 3211 or email: freebus@spt.co.uk. For full FAQs visit https://spt.co.uk/concessions.

NECESSARY TRAVEL COMPANION

Where customers require someone to accompany them so that they can travel safely, and we are unable to provide this additional assistance, the companion will be entitled to free travel.

We ask the customer contacts us on 01369 704452 or email enquiries@western-ferries.co.uk a minimum or 2 working days prior to travelling, to check eligibility and discuss the assistance required.

CARRIAGE OF COMPRESSED GAS

Private vehicles carrying disabled persons, including wheelchairs, may carry up to six size F, or smaller gas cylinders containing UN 1072 compressed oxygen provided the patient has a letter from a doctor stating they require medical oxygen.

ASSISTANCE DOGS

If the customer requiring assistance has an assistance dog with them, we request that the dog must be kept under full control at all times. This means they should be on a lead or under close supervision to ensure the safety and comfort of everyone. The customer is solely responsible for the dog’s welfare and conduct whilst onboard our vessels and at our terminals.

EMBARKATION

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 newer vessels are designed to provide improved access for wheelchair users, but assistance may be required to access the internal lounge on our older vessels the Sound of Shuna & Sound of Scarba due to the transition from the car deck to the passenger lounge.

Please ask for assistance if required.

Typical layout of vessel deck during loading

ONBOARD

As long as notice has been given to the deck crew in advance of boarding, customer cars can be positioned onboard to cater for the needs of anybody with mobility restrictions or if additional space is required to exit your vehicle. In the instance of no notice being given, crew will still accommodate any request as best they can. Passengers can remain in their vehicle throughout the 20-minute crossing.
Care should be taken in all areas onboard. Changes in deck level, door sills, stairways & live traffic may prove potentially hazardous if mobility is impaired or reduced, especially in poor weather conditions when the vessel may pitch or roll without warning.

Passenger lounges are located on the same level as the car deck and all have wheelchair accessible toilet facilities.

Access to upper deck areas may not be suitable for customers with reduced mobility but the scenery can still be enjoyed from the main deck level.

For any passenger with visual impairment who requires assistance to move to another area of the vessel, including toilet areas, our crew will be happy to assist. Requests should be made prior to boarding to ensure staff are aware of the assistance required.

Toilet facilities are only available onboard our vessels. All 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.

Digital screens and signage are located within the passenger lounge and provide visual information of our passenger announcement along with general information.

Priority seating areas are clearly signed in our passenger lounges. These areas allow for companions to sit with the customer throughout their journey.

DISEMBARKING

Crew will assist to disembark if required.

All vehicles and passengers disembark our vessels via linkspans. There is no requirement to disembark using a passenger gangway. All linkspans have segregated passenger walkways with anti-slip coatings and are wheelchair accessible. Please always follow instructions from our crew members or shore staff. 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.

COMPLAINTS

Formal complaints procedure is detailed on our website, requesting that you write to Customer Care, Western Ferries (Clyde) Limited, Hunter's Quay, Dunoon PA23 8HJ or email customercare@western-ferries.co.uk with full details.

PASSENGER RIGHTS

Information on Passenger rights legislation 1177/2010 can be found here: Regulation (EU) No 1177/2010 of the European Parliament and of the Council of 24 November 2010 concerning the rights of passengers when travelling by sea and inland waterway and amending Regulation (EC) No 2006/2004 (Text with EEA relevance)