The government have released an analysis of a voluntary survey of ferry and cruise customers with disabilities. The survey was carried out by the Department for Transport (DfT) and Maritime and Coastguard Agency (MCA). Analysis and reporting for the 2024 survey were completed by Ipsos.
The aim was to find out from maritime passengers:
- their experience of transport using ships
- how effective the provision of assistance has been when using ferries or cruise ships
Main points
Overall, most respondents were satisfied with their last journey experience on ships. People with a disability or access need (whether they are responding themselves or a carer responding on their behalf) were slightly less satisfied with their experience than passengers without a disability or access need. Across the overall journey, getting to the port was the area where the most respondents were satisfied or very satisfied:
- 91% of passengers with a disability or access need
- 91% of carers
- 92% of those who neither have a disability, nor have an access need, nor are carers
Boarding and disembarking and using the ramps were the aspects of the journey with the greatest difference in satisfaction between passengers with a disability or access need and those without.
For boarding and disembarking:
- 85% of passengers with a disability or access need were satisfied or very satisfied
- 82% of carers were satisfied or very satisfied
- 91% of those who neither have a disability nor are carers were satisfied or very satisfied
For using the ramps:
- 79% of passengers with a disability or access need were satisfied or very satisfied
- 76% of carers were satisfied or very satisfied
- 85% of those who neither have a disability nor are carers were satisfied or very satisfied
Across the overall journey, using the designated wheelchair space was the area where most respondents were the least satisfied:
- 65% of passengers with a disability or access need were satisfied or very satisfied
- 73% of carers satisfied or very satisfied
- 50% of people who do not have a disability nor are a carer were satisfied or very satisfied
A sizeable proportion of respondents who did not have a disability nor are a carer answered ‘don’t know’ to this question (24%) and a further 23% were neither satisfied nor dissatisfied.
Using the ramps and accessible cabins were also areas of lower satisfaction. With 79% of passengers with a disability or access need and 76% of carers satisfied or very satisfied with using the ramps and 80% of passengers with a disability or access need and 79% of carers satisfied or very satisfied with accessible cabins.