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Quality standards for assistance

Our staff in the sales offices, harbour terminals and on board are ready to provide the necessary assistance to passengers with reduced mobility*.

Terminals and embarkation

  • In the harbour terminals, there are places marked with the ISA symbol, where a passenger in need of assistance will be met by staff. These desks are equipped with a call/telephone button. We ask passengers to be at the pick-up point no later than 1 hour before sailing.
  • We strive to provide each harbour terminal with at least one check-in desk for passengers with reduced mobility. Such places are marked with the international wheelchair symbol — ISA.
  • If necessary, the staff will help passengers with reduced mobility from the designated area to the waiting hall. This service must be booked at least 48 hours before sailing.
  • If you are travelling with a companion, the companion is assisted at the harbour and during embarking.
  • If the wheelchair is damaged or lost during travel, the staff will try to temporarily replace it with an appropriate wheelchair.

If you need assistance during embarking and disembarking or if you need a parking spot for a car by the lift, please let us know no later than 48 hours before sailing.

On board when travelling

  • You can ask for help directly from the cabin.
  • The crew monitors the needs of the passengers and can provide limited assistance, if necessary.
  • If you are accompanied by an assistant, we will try to provide cabins next to each other.
  • We have spare wheelchairs on board the ships for emergencies.

Disembarkation from a vessel

  • If required, passengers with reduced mobility are provided with assistance when disembarking from the vessel. This service must be booked at least 48 hours before sailing.
  • There is a special meeting point on board for assistance. Information on this meeting point can be obtained from the reception desk on board.

* Passengers with reduced mobility are people whose ability to move is temporarily or permanently limited, which leads to difficulties in using public transport. Disabilities can be of a sensory or motor nature and the result of impaired orientation, old age, visual or hearing impairment, or other types of disabilities.