Assistance Services

Northumberland Ferries Limited and Bay Ferries Limited strive to meet our customers’ assistance needs as best as we possibly can. Although 48 hours’ notice is not required to access any of the assistance services offered, advance notice will afford us the very best opportunity to ensure your experience is as smooth and enjoyable as we can make it. Regardless of when you notify us, we will make every effort to accommodate your requests up to the vessel departure time. Services available include:

• Curbside assistance with luggage.
• Assistance with the check-in process.
• Providing vessel safety briefing information in print, large print and Braille formats.
• Providing pre-recorded on-board announcements, closed captioned video safety briefings and closed-captioned on-board entertainment.
• Providing free transportation to a support person for passengers requiring a support person.
• Assistance in proceeding to the boarding area after check-in.
• Assistance in boarding, disembarkation and in moving between a vehicle deck and a passenger deck.
• Assistance in accessing on board entertainment content. Personal electronic devices and instruction on the use of the device will be provided upon request.
• Ship personnel will guide you to accessible tables and advise you of the location of the accessible washroom.
• Crew will conduct periodic health checks during the voyage and will assist with any requested services.
• Passengers can remain in their personal mobility aids during the voyage or crew will provide seat transfer services.
• Providing mobility aid storage upon request.
• Assisting a person who is blind or has a visual impairment in selecting meals and beverages that are offered on board.
• Assisting persons with opening food packages, identifying food items and in cases where the portions are large, assist the person by cutting the portion into smaller pieces.
• Assistance in processing through Customs and security areas (where applicable) and assisting the person after disembarkation to proceed to the curbside zone.
• Providing wheelchairs for use at the terminal and on board, transportation on board by Accessible Bus, or parking the vehicle close to an elevator on the vehicle deck.
• Assisting with gaseous oxygen or a personal oxygen concentrator.
• Permitting certified support animals’ access to passenger deck areas.
• Providing pet relief areas at all terminals. Pet relief areas are clearly marked with wayfinding signage that are embossed and in Braille.
• Passengers can be escorted to the pet relief areas upon request.
• Providing cleaning supplies for seating areas for persons with allergies upon request.