Appendix 4: Summary Guidelines

Summary of Recommended Guidelines - Information

Maritime passenger transport operators should ensure that information is provided in a variety of accessible formats at the different points at which the passenger needs it - before setting out, at the port or harbour, on the vessel and after leaving the vessel.
At a minimum, maritime passenger transport operators should ensure that urgent safety and emergency information, timetables, and websites are accessible to all.
Maritime passenger transport operators should ensure that specific information on how to get assistance is provided to passengers with reduced mobility.
Relevant staff members who are employed by maritime passenger transport operators need to able to provide accurate and clear information to passengers with reduced mobility.
Maritime passenger transport operators should regularly check the accessibility of the information they provide to their customers.

Operators of ports, harbours and piers should put in place plans to improve the accessibility of their infrastructure and buildings and share the details of these plans with passengers with reduced mobility.
Operators of ports, harbours and piers should consult with and, where relevant, work in partnership with other agencies, such as local authorities, in improving the overall accessibility of the maritime transport infrastructure and built environment.
When developing or refurbishing buildings, terminals, harbours or piers, operators should ensure that they are fully accessible to all passengers with reduced mobility, in line with the guidance given by the NDA in Building for Everyone.
Operators of ports, harbours and piers should ensure that periodic accessibility audits of the infrastructure and built environment are conducted by trained and experienced auditors. Feedback from passengers with reduced mobility will be an essential input for the auditor.

Many vessels by virtue of their design and area of operation present significant difficulties to achieving full accessibility in the short term. The goal should be for vessel operators to implement improvements in a planned manner and within realistic timescales.
Vessel operators should consider implementing minor works such as fitting new handrails, repainting to improve colour contrast or fitting new signage, as these can have a substantial positive impact on the journey experience for passengers with reduced mobility.
Vessel operators should ensure that equipment that is used to enhance the accessibility of the service should be checked regularly and properly maintained.
Where part of the vessel is not accessible, vessel operators should inform potential and prospective customers before they commence their journey to avoid serious inconvenience to passengers with reduced mobility.
Vessel operators should conduct regular accessibility audits of their service.
When acquiring new vessels, operators should ensure that accessibility features are given appropriate priority.

Maritime passenger transport operators should, where appropriate, keep customers informed of their accessibility improvement plans.
Maritime passenger transport operators should provide appropriate customer service aimed at reducing the barriers currently encountered by passengers with reduced mobility.
Meeting the needs of passengers with reduced mobility should become part of the regular duties for all maritime passenger transport operators' staff members.
Regular and accessible customer consultation mechanisms should be used by the maritime passenger transport operators in order to establish effective communications with passengers with reduced mobility.
Maritime passenger transport operators should continue to monitor the quality of their service delivery to passengers with reduced mobility.

Maritime passenger transport operators should provide staff members with relevant training to ensure that staff understand the needs of passengers with reduced mobility and are able to respond to them effectively in relation to their own jobs.
Maritime passenger transport operators should consider implementing disability equality training, as part of the training programme for the job. Training should be delivered by experienced trainers who have a good track record in disability equality training.
Maritime passenger transport operators should regularly monitor the effectiveness of the training.

Maritime passenger transport operators must ensure that the specific needs of passengers with reduced mobility are identified and provided for in the event of emergencies and disruptions.
Maritime passenger transport operators should consider preparing a PEEP to ensure that the evacuation needs of particular passengers or staff members are planned and agreed before any emergency occurs.
Maritime passenger transport operators must ensure that plans and procedures for dealing with emergencies and disruptions are subject to regular testing by exercises and drills. The results of these drills must be reviewed and used for validation or upgrading of procedures and training provided to staff.