Condor Ferries
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BOOK YOUR JOURNEY

FERRIES

FERRY + HOTEL

Select destination:

Your return date must be after your departure date.

PASSENGERS
16+
4 - 15
0 - 3

Maximum of 9 passengers allowed on the outward.

Please select at least one adult to travel.

HOW ARE YOU TRAVELLING?
Have you correctly declared your vehicle height? Find out more here.
Max Length 5m
Max length of car + towed vehicle 10m
Max length of motorhome 7m. For lengths over 7m please call 0345 609 1024 to book.

Please call 0345 609 1024 to book.

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If you are travelling on business or in a commercial vehicle please click here for Condor Ferries Freight.

Please note that any person or vehicle travelling for business or commercial venture, carrying commercial goods/samples will need to book via our freight teams and do not qualify for leisure fares. In addition, if the vehicle being taken is designed for the carriage of commercial goods it shall be reserved as freight regardless of its dimensions. For more information please call the Commercial team on 01481 728620 .

Passenger Assistance Guide

 

Passenger assistance guide for disabled persons and persons with reduced mobility

 

This information is for Disabled Persons and Persons with Reduced Mobility. These Standards are laid down to provide information and determines the scope of assistance provided by Condor Ferries to disabled persons and persons with reduced mobility on board our vessels during a journey, including embarking and disembarking.

Condor Ferries will not charge the disabled person extra fees for the provision of the assistance.

The disabled person, or a person who is making a reservation on their behalf, must notify us the carrier of their needs at least 48 hours prior to a journey. If 48 hours’ notice is not given, we will still make all reasonable efforts to provide the passenger with assistance, whilst every effort will be made to take your booking, a request to travel at a particular time may not be possible for safety reasons.

 

1. Making a booking - Planning your journey

Passengers with reduced mobility (physical or sensory) are asked to book a minimum of 48hrs before travelling.

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

Passengers 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

  • Call us on 0345 609 1026

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 possible for safety reasons.  This will usually relate to the legal requirement to evacuate all passengers from a ship within a certain timeframe or where the design of the ship, or port infrastructure makes it impossible to carry you in a safe manner. There may also be restrictions on carrying certain equipment e.g. medical oxygen and electrical equipment. In this instance, every effort will be made to provide a suitable alternative crossing, where availability allows.

 

2. Assistance on arrival at the port, embarkation and disembarkation

Upon arriving at a port, the disabled person should notify us of their arrival, we ask that passengers who require assistance to be at check-in a minimum of 90 minutes before the scheduled departure time.

We will, when notified of the need for assistance either before or at the point of travel, enquire in a polite and sensitive manner as to the nature of the assistance which the disabled person will require. If, on arriving at the port or when embarking or disembarking, the disabled person is being assisted by an accompanying person, we will make the relevant arrangements such that the accompanying person can remain with the disabled person to provide the necessary assistance.

If travelling in a vehicle, please drive up to the check-in booths and advise the staff if you are a wheelchair user and would like to be parked near the lift/ramp or if you require any other form of assistance. You may be asked to switch your car hazard lights on to indicate to the ship's crew that you will require assistance. If you require the use of a wheelchair or mobility scooter, you will be presented with a ‘A’ sticker for your windscreen in addition to the hazard’s lights. The time or order you are embarked will depend on the vessel or loading requirements, 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 or ramps as possible. Alternatively, they may board as foot passengers. Please ask terminal staff for help. Wheelchairs and personal assistance are available for passengers at both ends of the ferry journey.

Condor Liberation, Condor Islander and the Commodore Clipper have lifts from the car deck. On the Condor Voyager where a lift is not available, please make use of the ramps from the car deck to the passenger area.

If travelling on foot, please advise the check-in staff at the desk if you are a wheelchair user or if you require any other form of assistance. Once checked in you will be advised where to wait for embarkation until called forward. The time or order you are embarked will depend on the vessel or loading requirements, a specially adapted vehicle may be available to gain access to the ship in certain locations. The terminal areas all incorporate ramps and accessible toilet facilities.

There is no charge for assistance dogs travelling, as dogs are free of charge across our domestic routes, however PETS travel scheme will apply if travelling to and from France.

If you are travelling as a foot passenger, you can also have a companion travel with you free of charge if required.

 

3. Whilst onboard

Once embarked, the disabled passengers can be shown to their seat or cabin if requested as the on-board crew are able to help and will assist them throughout the journey. Information will be provided about the location of toilets and other facilities, how to call for assistance, what to do in case of emergency and the process for disembarkation.

Once onboard, a crew member will provide the disabled person with the assistance necessary to:

  • proceed from the ship door to their seat/cabin;
  • store and retrieve baggage on the ship;
  • proceed from their seats to the ship door;
  • assistance with obtaining food and drinks from the café/bars

During the journey, the disabled person will be provided with such assistance necessary to get from their cabin/seating area to the toilets and back. Assistance will only be provided to get to and from the toilets – staff will not provide assistance if a disabled person will require specialist assistance during the course of a journey, such as if they cannot use the toilet unaided, they must be accompanied by a person who can give them the required assistance.

Condor Ferries shall assign the disabled person a cabin or seating suitable for their needs, subject to availability. In most cases the cabins or seating designed for a disabled person will be located close to lifts or ramps and the reception desk, as well as fitted with relevant signing for disabled passengers. If the disabled person is being assisted by an accompanying companion, then the Carrier will ensure that each individual is allocated a cabin together or seating as close as possible.

All our passenger ferries have access to an outside deck, which may have a small ‘lip’ over the doorway. Crew will be available to help if you wish to access the outside space.

If you require any assistance using the café, shop, bars and during your journey, please contact the Onboard Cabin Manager, located at the ship's information desk or alternatively ask any member of staff.

Safety instructions are broadcast over the vessel's public address system and via a safety video on TV screens with British sign language and subtitles at the beginning of each journey. The safety evacuation information can be found in the back pages of the onboard magazine which shows how to wear a lifejacket and the location of the emergency exits. This safety information is also available in braille and in an easy-to-read format which is located at the information desk (also, a BSL version is on the website).

If you are hard of hearing and unable to hear the public address announcements clearly, the cabin manager or any member of staff 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, emergency situations are extremely rare. Our crews complete training and safety drills very regularly, and our safety procedures are routinely tested and audited by the Maritime authorities.

Onboard we have ear defenders and sensory blankets available, please ask a crew member if these are required.

 

4. 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" sound.

At the start of your trip, the following pre-recorded message is broadcast:

Condor Liberation

‘Please listen closely to the following safety announcement from Condor Ferries.

In the unlikely event of an emergency, you’ll hear 7 short blasts from the ship’s horn, followed by one long blast ship’s whistle and alarm bell.

Your lifejacket is stored under your seat. Once you’ve removed it, simply place the lifejacket over your head. Take the strap around your back and clip it together at the front. Pull the straps as tightly as possible and tuck away the loose end. Attached to the lifejacket is a light and a whistle to attract attention. The light is activated automatically when it comes in contact with water.

Once your lifejacket is on please remain seated and wait for further instructions.

For those travelling with children, lifejackets will be given out by the crew.

Around the ship there are various emergency exits that will be clearly pointed out by the crew. Each exit leads to an inflatable slide and a life raft. Before descending the slide, you must remove any sharp objects from your pockets and take off any high heeled shoes. These must be left onboard with all your baggage. Then, simply adopt a sitting position, and extend your arms and legs against the sides of the slide to help control your speed.

Once in the safety of your life raft simply wait for the Coastguard, who will already be on their way.

And for those who need extra assistance, our crew are also fully trained and equipped.

Thank you for watching this Condor Ferries safety video.’

 

Condor Voyager

‘Please watch the following safety video from Condor Ferries.

In the unlikely event of an emergency, you will hear 7 short blasts from the ship’s horn followed by a longer blast.

This alarm is also accompanied by a pale, strobe light effect.

Once this is finished, you will hear the voice of the Captain. Please listen carefully to any announcements.

Your lifejacket is stored under your seat. Once you have removed it, simply place the lifejacket over your head, take the straps around your back and clip it together around the front.

Pull the straps as tightly as possible and tuck away the loose ends.

Attached to the lifejacket is a light and a whistle to attract attention.

The light is activated automatically when it comes in contact with water.

Once your lifejacket is on, please remain seated and wait for further instructions.

For those travelling with children, the lifejackets will be given out by the crew.

Around the ship there are various emergency exits. They will be clearly pointed out by the crew.

Each exit leads to an inflatable slide and a life raft.

Before descending the slide, you must remove any sharp objects from your pockets and take off any high heeled shoes. (These must be left onboard with your luggage.

Then simply adopt a sitting position and extend your arms and legs against the sides of the slide to help control your speed.

Once in the safety of your life raft, simply wait for the coast guards who will already be on their way.

And for those who need extra assistance, our crew are also fully trained and equipped.

Thank you for watching this Condor Ferries safety video.’

 

Commodore Clipper

‘Please listen closely to the following safety announcement from Condor Ferries.

In the unlikely event of an emergency, you’ll hear 7 short blasts followed by one long blast on the ship’s whistle and alarm bell. This is the signal to call passengers to their muster stations.

Once this is finished, you’ll hear the voice of the Captain.

Please listen carefully to any announcement.

You will then need to proceed to your nearest Muster Station, within the ship’s public areas. 

Muster Stations are identified by a green and white sign with an arrow in each corner pointing towards a symbol of a family group.

At your Muster Station crew members will issue lifejackets for adults and children.

Simply place the lifejacket over your head. Take the strap around your back and clip it together at the front. Pull the straps as tightly as possible and tuck in the loose end.

Attached to the lifejacket is a light and a whistle to attract attention. The light is activated automatically when it comes into contact with water.

Once your life jacket is on, please remain calm and wait for further instructions.

There are 4 main emergency exits, on the ship that will be clearly pointed out by the crew. Each exit leads to chutes and life rafts or lifeboats.

There are 2 emergency exits on deck 7 from the Brasserie lounge, by the outside deck, that lead to life rafts, and 2 more on deck 8 from Casquets Bar and the Club Class lounge that lead directly to life boats which can be boarded from a slightly raised platform.

 Passengers with special needs will be evacuated by lifeboat.

Before descending the chutes, you must remove any sharp objects from your pockets and take off all shoes. These must be left onboard with all your baggage.

A crew member will be positioned at the top of the chute to assist you. When descending the chute legs must be together and arms must be raised above your head. 

Please read the safety instructions found on the cabin door and on display around the ship to identify your escape route and nearest assembly point.

Once in the safety of your life raft or lifeboat, simply wait for the coastguard who will already be on their way.

And for those who need extra assistance, our crew are fully trained and equipped.

Please note that on your journey today, smoking is only permitted outside on the PORTSIDE of the ship deck.

Thank you for watching this Condor Ferries safety video.’

 

Condor Islander

'Please listen closely to the following safety announcement from Condor Ferries.

In the unlikely event of an emergency, you’ll hear 7 short blasts, followed by one long blast on the ship’s whistle and alarm bell. This is the signal to call passengers to their Muster station.


Once this is finished, you’ll hear the voice of the Captain. Please listen carefully to any announcement.
You will then need to proceed to the Muster Station, located outside on Deck 7, at the rear of the ship.
The Muster Station is identified by a green and white sign with an arrow in each corner pointing towards a group of a passengers.
At the Muster Station crew members will issue lifejackets for adults and children.

Simply place the lifejacket over your head, take the strap around your back and clip it together at the front, Pull the straps as tightly as possible and tuck in the loose end.

Attached to the lifejacket is a light and a whistle to attract attention. The light is activated automatically when it comes into contact with water.

Once your life jacket is on, remain calm and wait for further instructions
There are 3 main emergency exits, on Deck 7, that will clearly be pointed out by the crew. Each exit leads to life rafts or lifeboats.


Passengers who require assistance will be evacuated by lifeboat.

All of your baggage must be left onboard. Please take off high heels and remove any sharp objects.


Crew will direct you to the life rafts and life boats.
Once in the safety of your life raft or lifeboat, simply wait for the coastguard who will already be on their way.
And for those who need extra assistance, our crew our fully trained and equipped.
Please note during your journey today, smoking is only permitted in the designated area outside on deck 7 on the portside, which is the left hand side of the ship.

Thank you for watching this Condor Ferries safety video.'

 

The On-Board Cabin Manager may also 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:


Good Morning/Afternoon this is ……… your Cabin Manager

We will shortly be arriving alongside in (location)

All FOOT PASSENGERS please remain seated and await a further announcement regarding your disembarkation.

All Car drivers and their passengers, please ensure you have your belongings with you and rejoin your vehicles on the Car Deck now.

Any passengers requiring assistance please advise a member of the ships crew.

You are reminded that smoking is strictly prohibited and please do not start your engines until advised to do so by a member of the ship’s crew.

On behalf of the Captain, Captain .........., his Officers and Crew of the Condor Liberation, I’d like to thank you for travelling with us today, and wish you a safe and pleasant onward journey.

Once again, all FOOT PASSENGERS please remain seated and await a further announcement regarding your disembarkation.

Thank you


If you feel you would be unable to hear these or other announcements clearly, the non-board staff will be happy to assist you.

 

5. At the end of your journey

If you require assistance at the time of disembarkation with a wheelchair or luggage please identify yourself to our onboard staff.

If you need to take extra time to make your way back to the car deck, please tell us in good time. The time or order you are disembarked will depend on the vessel or loading requirements. If you need to have space to fully open your vehicle door it may mean waiting for vehicles to vacate the surrounding area, please ask a member of the crew.

 

6. Exceptions

Whilst every effort will be made to take a booking, a request to travel can be refused on the grounds of safety.  This will usually relate to the legal requirement to evacuate all passengers from a vessel within a certain time frame, though it may also be where the design of the ship, or port infrastructure, makes it impossible to carry you in a safe or operationally feasible manner.

 

7. Notice of booking requests

To ensure that all your requirements can be met, and that there are no travel restrictions that may affect you, you should make all booking requests as early as possible but at the very least 48 hours before you are due to travel.  You should notify Condor Ferries (0345 609 1026) of the nature of your disability and of any specific requirements that you may have e.g. particular seating or accommodation, adapted facilities, carriage of specific medical equipment you may need to carry.  It must be noted that there may be restrictions on carrying certain equipment e.g. medical oxygen, mattresses, electrical equipment.

After assessing your specific requirements, Condor Ferries may require that you are accompanied by an individual that can assist you during the journey. For ferry passengers, the accompanying person can travel free of charge.

 

8. Your Rights

The provisions outlined within this 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 in 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 assistance in making your way to toilet facilities.

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 braille version of this information is available on request and kept on-board our vessels and within our Terminals. We also have an audio and BSL version of ‘your right’ available on our website.

 

9. Feedback

The Carrier will undertake regular assessments of the assistance given to disabled persons to monitor the service standards and keep improving. The above will be achieved by:

1) Registering complaints filed with regards to the process and experience of the Disabled persons;

2) Active engagement with institutions that handle matters of the Disabled persons;

3) Passenger satisfaction surveys.

To ensure the best possible service and assistance for disabled persons, the Carrier will organize regular staff training with respect to catering for needs of people with diverse types of disability or impaired mobility; equal treatment; and disability awareness.

All staff who interact with passengers from the booking process right through to those working on-board will undergo the above training.

Any comments relating to the service provided, including the assistance offered to disabled persons, should be sent to the Carrier:

Customer Relations, Condor house, New harbor road south, Poole, Dorset, BH15 4AJ

Customer.relations@condorferries.co.uk

Any complaints should be addressed to the Carrier in the first instance. Where the passenger is not satisfied with the response received, they can refer their complaint to the designated voluntary Complaint Handling Body (CHB). If, after the CHB have considered the complaint, the passenger may refer their complaint to the Maritime and Coastguard Agency.