We work hard to meet the needs of all our customers...
Our staff are happy to assist all our customers and in particular, those who need a little extra help. If you need assistance, have reduced mobility, are travelling with young children, with a pram or a lot of luggage, we will try our best to make your journey stress-free.
Due to the nature of our network the facilities at our ports vary from unmanned slipways to ports with a small port office or a ferry terminal. You can check here the facilities that are available at our ports.
Facilities on board our ferries also vary depending on their size. You can check here the facilities that are available on board.
Space between vehicles on the car deck can be very limited. If you are travelling with babies or young children and a pram / car seat, or you have reduced mobility it is best to request extra space to get in and out of your vehicle.
If you need assistance let us know when you book, or at least 48 hours before your scheduled departure time. You can contact us by:
calling 0800 066 5000
calling +44 1475 650397 (for international customers)
If booking through a travel agent or tour operator, and you require assistance, please ask them to book assistance with us.
We cannot guarantee that we can arrange assistance if this has not been requested 48 hours before your scheduled departure time but we will always do our best to help.
Within this section you will find more information on Support Dogs, Special Dietary Requirements, Carrying Medical Oxygen, Motorised Wheelchairs, Accessible Timetables, Passenger Welfare, Website Accessibility Standards, Blue Badge Discount, Assistance available at Manned and Unmanned ports, Lift availability and Assistance available on board. If you have travelled with us recently we would appreciate it if you could take a few minutes to complete our passenger assistance survey.
Passenger Assistance video
Watch our Passenger Assistance video to find out more about our assistance team, staying safe onboard and important passenger information. Alternatively, check out our transcript of the passenger assistance video.
Car Deck Accessible Spaces Trial - Ardrossan to Brodick Service Only
We are running a trial on the Ardrossan to Brodick service which gives customers, who are using a wheelchair or have difficulty walking, the opportunity to request an accessible space on the car deck. The vehicle will be loaded near the lift, however, if extra space is required to exit/enter the vehicle it may be a short distance away but with a clear path to the lift.
If you are using a wheelchair or have difficulty walking and would like to request an accessible space on the car deck please call 0800 066 5000 or +44 1475 650 397 (for international customers) and we will check availability for you. You can make your request as part of booking your journey or if you have already booked call us with your booking number.
Support dogs are carried free of charge and can access all passenger areas in the terminal and on the ferry.
If you have any special dietary requirements, please speak to a member of staff on board or contact us prior to travel by emailing email@example.com
Please inform us at the time of booking if you are carrying medical oxygen, the use of which on board is only permitted in non-smoking areas. The following applies to the carriage of medical oxygen:
Medical oxygen for personal use carried in private vehicles (used to carry sick or disabled persons) - vehicles may carry up to six, of size 'F' or smaller (i.e. up to 60 litres aggregate water capacity) containing UN 1072 - compressed oxygen, provided the patient has a letter from a doctor stating they require medical oxygen.
If using a motorised wheelchair that is too large or heavy for the passenger areas of the ferry (and therefore may need to remain on the car deck) a manual wheelchair will be made available for use during the journey. In the event that a manual wheelchair cannot be provided we will advise of this situation at the time of booking.
Timetables are published twice a year (summer and winter) and are available in large print, braille and audio on request.
Your Guide to Passenger Welfare leaflets, which explain how we will look after our customers if our service is disrupted and the circumstances under which compensation applies, are available in large print, braille and audio on request.
CalMac Ferries Ltd is committed to delivering an accessible experience for all our customers. The site (www.calmac.co.uk) has been designed to conform as closely as possible to the Web Accessibility Initiative's (WAI) Web Content Accessibility Guidelines (WCAG) Version 2, level 'AA' standard.
The site has been tested for WCAG AA compliance using the following tools:
- Total Validator (available from http://www.totalvalidator.com)
- Colour Contrast Analyser (http://www.paciellogroup.com/resources/contrast-analyser.html)
Please note: The online booking and amendment functionality provided by CalMac Ferries Ltd (www.calmacbookings.co.uk) does not currently meet accessibility standards; however, CalMac is working towards compliance with accessibility standards. If you would like to make a booking, please contact our Contact Centre on: 0800 066 5000.
A 25% discount is available on the price of a vehicle ticket (car/motorhome/motorbike) for customers who hold a blue badge issued by a member state of the European Union. The discount does not apply to the passenger/driver ticket.
To qualify for the discount the blue badge holder must be travelling. The blue badge must be shown when the vehicle ticket is purchased, carried at the time of travel and presented when requested.
If the blue badge is not presented then the full fare will apply.
If you wish to obtain this discount, which is available on certain routes, contact our reservations team using one of the options given on our contacts page or have your blue badge with you at the port office. It is not possible to obtain the discount online.
From providing a helping hand to wheelchair assistance our staff will be available to help customers to board/disembark the ferry.
Customers travelling without a vehicle can make our staff aware of their arrival by approaching the ticket counter when they get to the terminal. They will normally be asked to wait at the seats at the passenger assistance meeting point where a member of staff will come to meet them to assist them to board the ferry. In most cases boarding will be via the passenger gangway although on small ferries it will be via the vehicle ramp. Customers travelling in a vehicle can make our staff aware of their arrival at the ticket kiosk located at the car lanes.
Passenger assistance meeting points are located at or near the ticket counter in the following port terminals:
|Craignure||Port Ellen||Wemyss Bay|
Ferries sailing from/arriving at unmanned ports operate from concrete slipways with customers boarding/disembarking via the vehicle ramp. We do not have staff or a port office/terminal at unmanned ports so assistance to board/disembark is not normally available. If assistance is required we will contact the ferry and speak to the crew to find out what help we can provide.
Larger ferries have a lift from the car deck to the passenger lounge. Space on the car deck may be limited close to the lifts at busy periods. If a customer needs to use the lift they can let us know at the time of booking and we will request that their vehicle is loaded in the lift lane.
Smaller vessels do not have a lift, on these vessels there will be a passenger lounge at the car deck level.
Most larger ferries have luggage racks and crew can assist with stowing and retrieving luggage.
Larger ferries have a reserved seating area. Seats in this area can be used by anyone, but should be given up if they are needed more by customers with disabilities, expectant mothers or elderly customers.
Larger ferries have restaurants within which there is a wheelchair compatible table.
There are accessible toilets on board our larger ferries and some of our smaller ferries.
Moving around the ship
Crew will be happy to assist customers to stow/retrieve their luggage, find a suitable seat and to access restrooms, however, are unable to provide personal care.
We want to make sure our service is as good as it can be. If you have travelled with us recently and requested assistance for your journey it would be great if you could take a few minutes to complete our passenger assistance survey.
If you made more than one journey with us please choose one journey to provide feedback on. If you have time to spare and would like to provide feedback on more than one journey please complete the survey more than once.
Many thanks in advance for your valuable help.