Passenger Assistance

We are committed to ensuring crossing the Solent with Red Funnel is an enjoyable experience for all our guests. From the moment you make your booking, our team are there to ensure your time spent with us is pleasant and safe. In addition, our facilities, whether at our terminals or on board our vessels, are designed with your needs in mind.

Southampton <> East Cowes (passengers & vehicles)

Making a booking

Guests travelling on our Southampton<>East Cowes route with reduced mobility (physical or sensory) are asked to book at least 48hrs before travelling by calling 02380 019192.

A member of our Contact Centre team will assess your needs in order to be able to meet them on your chosen crossing. They will run through any specific requirements that you may have and advise of any restrictions.

If you cannot book in advance online or by calling our Contact Centre, our Terminal Team will assess your needs to ensure that you travel on your selected crossing.

Every effort will be made to take your booking however, in a very small number of exceptional cases a request to travel at a particular time may be refused on the grounds of safety. This will usually relate to the legal requirement to evacuate all passengers from a ship in 30 minutes. In this instance, every effort will be made to provide a suitable alternative crossing.

Planning your journey

Guests travelling on our Southampton < > East Cowes route who are wheelchair bound or who require special assistance are legally required to pre-book at least 48hrs before travelling. This is to ensure we can meet your requirements and there are no travel restrictions that may affect you. Please let us know the nature of your disability and any specific requirements that you may have e.g. particular type of seating or accommodation, adapted facilities and any medical equipment you may need to carry.

For more information/make a reservation

After assessing your specific requirements, we may require that you are accompanied by an individual that can assist you during the journey. Any accompanying person can travel free of charge.

Whilst every effort will be made to take your booking, a request to travel at a particular time may not be posible for safety reasons.  This will usually relate to the legal requirement to evacuate all passengers from a ship within 30 minutes or where the design of the ship, or port infrastructure makes it impossible to carry you in a safe or feasible manner. There may also be restrictions on carrying certain equipment e.g. medical oxygen, mattresses and electrical equipment.

On arrival at the ferry terminal

If travelling in a vehicle, please go to the lane as directed by check-in staff and advise them if you are a wheelchair user and would like to be parked near the lift or if you require any other form of assistance. You may be asked to switch your cars hazard warning lights on to indicate to the ship's crew that you will require assistance. The terminal areas all incorporate ramps and accessible toilet facilities.

Vehicle passengers unable to use the ships' stairs will be parked as near to the onboard lift as possible. Alternatively, they may board as foot passengers. Please ask terminal staff for help. Wheelchairs and personal assistance is available for passengers at both ends of the ferry journey.

Remaining with your vehicle

Under exceptional circumstances it may be possible to remain within your vehicle however this is absolutely at the Master’s discretion and cannot be guaranteed under any circumstances.

Whilst aboard

The on-board facilities (ReFuel café restaurant, Steam Coffee café bars and disabled toilets) offer good access to wheelchair users; on Red Falcon & Red Osprey access to the outer deck ('A' Deck) is also possible.

If you require any assistance during your journey, please contact the On Board Services Officer, located in the Ship's Stores shop on 'B' Deck or alternatively ask any member of staff.

If you are hard of hearing and unable to hear the public address announcements clearly, the On-Board Services Officer on 'B' Deck will be happy to assist you.

An emergency will usually be accompanied by the ringing of the ship's alarm, which is extremely loud! Your fellow passengers will move towards the Muster Stations. If you are travelling alone, you will be assisted by a member of staff so please make yourself known.

Emergency situations are extremely rare. Our crews exercise very regularly and our safety procedures are routinely tested and audited by the Marine & Coastguard Agency. We are also accredited with International Safety Management Code standards for shipboard safety and prevention of pollution.

Safety information for hearing-impaired customers

The ship's public address (PA) system is used to communicate important safety information. In addition, it may also be used during the voyage to promote, facilities, offers, etc. Any message over the PA system is preceded by a "bing-bong".

At the start of your trip, the following pre-recorded message is broadcast:
"Ladies and gentlemen, welcome aboard. Please listen very carefully to the following safety announcement. In the unlikely event of an emergency, you will hear a continuous ringing of the ship's alarm bells. Additionally, the Master may make an announcement over this public address system. Remain calm and proceed to the nearest Muster Station. Muster Stations are clearly marked by a green sign depicting a family group. They are located on 'B' deck in the main lounges and on 'A' deck outside. Should it become necessary, the ship's crew will issue life jackets located at the Muster Stations and evacuate the vessel down the stairwells marked by the flashing exit signs. This vessel is equipped with life jackets and buoyant apparatus, which in the event of abandonment, will be boarded from the bottom of the stairwells at car deck level. Lifebuoys are also available. May we remind you that passengers are not permitted onto the car deck during the voyage. Thank you for your attention."

The On-Board Services Officer may then make an announcement concerning the location and availability of the on-board shop, bar and café.
 
At the end of the trip, the following announcement will be made:
"Ladies and gentlemen, may I have your attention please. We will shortly be arriving in Southampton/Cowes. Will all vehicle drivers and passengers please return to their vehicles. In the interests of safety, may I advise passengers when returning to the car deck, to hold the hand rails and take extreme care at all times. I should like to remind passengers that smoking is strictly forbidden on the car deck and drivers are requested not to start their engines until instructed to do so. If stowed on the movable car deck, please ensure that car doors are closed before the deck is lowered. Please refrain from using mobile phones until clear of the terminal. Foot passengers are requested to remain seated until the ship is alongside. I should like to take this opportunity to thank you for travelling with Red Funnel and wish you all a safe onward journey."

If you feel you would be unable to hear these or other announcements clearly, the On-Board Services Officer will be happy to assist you.

At the end of your journey

If you require assistance at the time of disembarkation with a wheelchair or luggage please ask.

If you need to take extra time to make your way back to the car deck again, please tell us in good time.

Taxi ranks are available at all our terminals to assist with your onward journey - some taxis are wheelchair accessible. In Southampton, the Quay Connect buses are all fitted with wheelchair ramps and two dedicated wheelchair bays.

We hope you find this information useful and that it helps to make your journey as stress free as possible. Have a good voyage!

Your Rights

You are entitled to certain assistance both in port and on board ship.  This includes assistance with boarding and/or leaving the ferry, assistance with baggage and/or any specific medical equipment that you may be carrying, and also assistance in making your way to toilet facilities.

Where a guest has notified Red Funnel of the need for assistance, they will be sent a formal confirmation that such assistance has been requested.

Your request to travel cannot be refused solely on the grounds of a disability, or reduced mobility, and you are entitled to travel at no extra cost, under the same conditions that apply to all other passengers.

Additional information

The provisions outlined within this leaflet are compliant with EU Regulation (EC) No 1177/2010 ‘The rights of passengers when travelling by sea and inland waterways’. Copies of the legislation are available on our website and at our Terminals.

You are entitled to certain assistance both in port and on board ship. This includes assistance with boarding and/or leaving the ferry, assistance with baggage and/or any specific medical equipment that you may be carrying, and also assistance in making your way to toilet facilities. Where a guest has notified Red Funnel of the need for assistance, they will be sent a formal confirmation that such assistance has been requested.

Your request to travel cannot be refused solely on the grounds of a disability, or reduced mobility, and you are entitled to travel at no extra cost, under the same conditions that apply to all other passengers.

A audio version of this leaflet together with large print and Braille are available on request and kept on board our vessels and within our Terminals

Feedback


We welcome feedback in order to help us continuously improve our Customers’ Experience. Please contact our Customer Services Department:

Terminal 1, Town Quay, Southampton, SO14 2JY
02380 019192
post@redfunnel.co.uk

Southampton <> West Cowes (passenger only)

Planning your journey

The Red Jet's berth onto floating pontoons which rise and fall with the tide. The pontoons are accessed by passenger gangways which are wide enough for self-contained motorised wheelchairs. At low tide, the gangways will be steeper so to avoid walking up/down hill please take a look at the tide tables before planning your trip.

Although the Red Jet service is a turn-up and go service please phone us a minimum of 48 hours before travelling if you require any special assistance. This is to ensure that all of your requirements can be met, and there are no travel restrictions which may affect you.

For more information please call us on 02380 019192

Please let us know the nature of your disability and any specific requirements that you may have e.g. particular type of seating or any medical equipment you may need to carry. There may be restrictions on carrying certain equipment e.g. medical oxygen, mattresses, electrical equipment so please ask.

After assessing your specific requirements, we may require that you are accompanied by an individual that can assist you during the journey. Any accompanying person can travel free of charge.

Whilst every effort will be made to carry you at your preferred sailing time it may not be possible due to safety restrictions. This will usually relate to the legal requirement to evacuate all passengers from a ship within 30 minutes, although it may also be where the design of the ship, or port infrastructure makes it impossible to carry you in a safe or feasible manner.

On arrival at the terminal

Please arrive at least 30 minutes before your intended sailing time. On arrival, please go to the ticket office or ask any member of staff for assistance.

We have wheelchairs available at both ends of the route and staff will be able to help you with your luggage.

Whilst aboard

On-board there is room for several wheelchairs but the actual number of wheelchair users permitted on a sailing is at the discretion of the Commander.

Safety instructions are broadcast over the vessel's public address system and all Red Jet's have a video system, which broadcasts a safety video with subtitles at the beginning of each journey. A safety instruction card is located in each seat pocket which show's how to wear a lifejacket and the location of the emergency exists.

If you require any assistance during your journey, please contact the Cabin Attendant located in the passenger lounge.

An emergency will usually be accompanied by the ringing of the ship's alarm, which is extremely loud! If you are travelling alone, you will be assisted by a crew member so please await instructions.

Emergency situations are extremely rare. Our crews exercise very regularly and our safety procedures are routinely tested and audited by the Marine & Coastguard Agency. We are also accredited with International Safety Management Code standards for shipboard safety and prevention of pollution.

Safety information for hearing-impaired customers

Safety instructions are broadcast over the vessel's public address system and all Red Jet's have a video system, which broadcasts a safety video with subtitles at the beginning of each journey. A safety instruction card is located in each seat pocket which show's how to wear a lifejacket and the location of the emergency exists.

At the start of your trip, the crew will make a welcome onboard announcement and play the safety video. It has a subtitled message similar to that shown below:

"Welcome aboard Red Jet 6. For your own safety and comfort please listen carefully to the following safety announcement. This craft is fitted with self-inflating liferafts stowed on deck and lifejackets stowed underneath your seat.

To put on a lifejacket, remove it from under your seat.  Unbuckle the lifejacket; loosen the clip by pulling on the loose end of the strap.  Pull the Velcro strips apart and then place the lifejacket over your head with the light at the top and at the front.  Push together the Velcro strips and pass the loose strap behind your back and then clip the buckle together.  Tighten by pulling on the loose end of the strap. A whistle is provided to attract attention together with an automatic water-activated light. Children’s lifejackets are available from the central locker and will be handed out by members of the crew.

The vessel has six emergency exits: two doors located forward, two main side doors in the centre and two doors at the rear. In the unlikely event of an emergency, you will be instructed to put on a lifejacket and proceed to emergency exit as indicated by the crew.  You will notice either a red or green coloured marker on the arm of your seat.  This tells you which side of the craft to find your emergency exit.

Leave all personal belongings behind, remove all sharp objects and high-heeled shoes and proceed to the designated emergency exit. Board the liferaft as guided by the crew.

Please read the emergency procedure card which is in the seat pocket in front of you or a cardholder nearby.  The card tells you what to do if we need to abandon ship, how to put on a lifejacket and describes the general emergency alarm signal.

For your own comfort and safety, please remain seated whilst the vessel is in motion unless proceeding to the toilet located at the rear of the saloon. May we remind you that this is a strictly non-smoking service and the use of e-cigarettes is not permitted. Thank you for your attention. We hope you enjoy travelling with us."

At the end of the trip, the crew will make the following announcement:
"Ladies and gentlemen, we will shortly be arriving at our berth. We would ask that you remain seated until the craft has safely moored alongside."

If you feel you would be unable to read or hear these or other announcements clearly, the Cabin Attendant will be happy to assist you.

Acknowledgement
Red Funnel would like to thank the Isle of Wight Wheelchair User Group for their invaluable help with our accessibility programme.