Assistance Quality Standards

Passengers who require assistance are encouraged to let us know about their requirements when making a booking, or at least 48 hours before departure, so that appropriate arrangements can be made.

Where less than 48 hours' notice is given, we will make every reasonable effort to provide the assistance required.

Information about accessibility, onboard facilities and how to request assistance is available on our website and through our Customer Service teams.

Passengers who have requested assistance should arrive within the published check-in times for their sailing.

Where assistance has been requested, trained staff will provide support from the designated assistance point, through check-in and boarding, according to the passenger's individual needs.

Depending on the port and route, assistance may include:

• guidance through the terminal;
• assistance with check-in;
• assistance through security or border controls where applicable;
• use of lifts or wheelchairs where available;
• assistance boarding the vessel.

Passengers travelling with an accompanying person will, wherever practicable, be assisted together throughout the boarding process.

Our crew are trained to provide assistance throughout the voyage.

Depending on individual requirements, assistance may include:

• helping passengers reach their cabin or seating area;
• providing information about onboard facilities and services;
• assistance moving around the vessel where it is safe and practical to do so;
• assistance reaching accessible toilet facilities (although crew cannot provide personal care);
• information about emergency procedures and evacuation arrangements.

Accessible cabins and seating are allocated subject to availability and operational requirements. Where a passenger is travelling with a companion, we will endeavour to allocate accommodation together or as close together as possible. 

Recognised assistance dogs are welcome on board in accordance with applicable national regulations and route-specific requirements.

Where required, our staff will assist passengers from their vehicle to passenger areas and, where practicable, arrange parking close to lifts or accessible routes on the vehicle deck.

Assistance will also be provided during disembarkation to enable passengers to return safely to their vehicle.

Wheelchairs, mobility scooters and other recognised mobility equipment are carried free of charge, subject to safety requirements.

Our staff are trained in the safe handling of mobility equipment. If mobility equipment is lost or damaged while under Stena Line's responsibility, compensation will be provided in accordance with applicable legislation. Where reasonably practicable, temporary replacement equipment will be made available until repairs or replacement can be arranged.

If your sailing is delayed or cancelled, Stena Line will provide information as soon as possible using the most appropriate communication channels available.

Where required by legislation, passengers may also be entitled to assistance, refreshments, accommodation, rerouting or compensation, depending on the circumstances.

In accordance with Article 22 of the Passenger Rights Regulation, Stena Line makes the following information available on its website:

• passenger rights under maritime passenger rights legislation;
• rights of disabled passengers and passengers with reduced mobility;
• information about delays, cancellations, assistance and compensation;
• accessibility information for our ports and vessels;
• conditions of carriage, including booking conditions, check-in requirements and luggage policies;
• information on how to request assistance;
• our complaints procedure;
• details of the Maritime and Coastguard Agency (MCA) as the UK's National Enforcement Body.

Where reasonably practicable, this information will be made available in accessible formats upon request.

All employees whose roles involve interaction with passengers receive disability awareness training appropriate to their responsibilities.

Staff responsible for providing assistance receive training to enable them to support disabled passengers and passengers with reduced mobility safely, respectfully and confidently.

Stena Line is committed to continually improving the assistance we provide.

We monitor these Quality Standards by:

• reviewing requests for assistance and the services delivered;
• monitoring customer feedback and complaints;
• analysing trends to ensure sufficient trained staff are available;
• working with ports and relevant organisations to improve accessibility;
• regularly reviewing staff training and operational procedures.

These Quality Standards are reviewed periodically to ensure they continue to meet legal requirements and customer expectations.

We welcome feedback about the assistance we provide and use it to improve our services.

If you are dissatisfied with any aspect of your journey or the assistance you received, please get in touch with our Contact Centre in the first instance via our Contact Us page.

If you remain dissatisfied after receiving our final response, you may refer your complaint to the appropriate Alternative Dispute Resolution body where applicable or to the Maritime and Coastguard Agency (MCA), the UK's National Enforcement Body for maritime passenger rights.

Further information is available on our Passenger Rights page.