Services for the persons with reduced mobility

FRS, in accordance with its aim to improve accessibility to its vessels and in a determined drive to ensure equal rights and opportunities in access to transport services, provides guidance, information and assistance to travellers with reduced mobility (hereinafter referred to as PRMs) for access and assistance in embarking and disembarking, and during the trip.

The company’s ground personnel and ship’s crew are pleased to assist all passengers, always bearing in mind that the ship is a means of transport that is subject to safety measures that must be followed.

The new Regulation (EU) No. 1177/2010 on the rights of passengers travelling by sea and inland waterways, the full content of which is available for consultation at this link and at our company's offices located in the ports, establishes a series of applicable rules for non-discrimination of people with disabilities and/or people with reduced mobility  and the provision of assistance to such persons.

The official regulations on accessibility to maritime transport of people with disabilities is contained in Royal Decree 1544/2007 of 23 November, which regulates the basic conditions  accessibility and non-discrimination for access to and use of modes of transport for people with disabilities.

• At the ports of embarkation and FRS sales offices
• Travel agencies
• Through the FRS booking line: +34 956 68-18-30/ +34 956 62-72-82/ +212 539 94 26 12/ +49 461 86 46 03
• Through our website.

The request for the assistance service can be made at the time of booking or purchase of the ticket at ports, FRS offices, travel agencies or by telephone on +34 956 68-18-30/ +34 956 62-72-82/ +212 539 94 26 12/ +49 461 86 46 03.

The person must notify FRS of the need for the service no later than 48 hours before assistance is required and must present proof of a person with reduced mobility.

The hours of provision are 7.00 a.m. to 11.00 p.m.

The Service covers the journey from the entrance of the passenger terminal to the entrance to the ship or from the exit gangway from the ship to the the passenger terminal exit. When a PRM has requested the service, they must appear at the port in question, and of which they have been informed, at least 60 minutes before the announced departure time and thus be able to board the ship and take their seat with assurances.

Transport of the luggage of the person with reduced mobility is not included.

This is a courtesy service and is not included in the ticket price.

FRS will make every effort to provide the PRM with the assistance service properly, so that they are allowed to embark, disembark and travel on the vessel.

If the PRM requires a transit wheelchair for transfer through the port and/or access to the ship, they must request it at the time of booking or purchase of the ticket in ports, FRS offices, travel agencies or by calling +34 956 68-18-30/ +34 956 62-72-82/ +212 539 94 26 12/ +49 461 86 46 03. 

If several simultaneous assistances occur, their  priority will be set according to the degree of need for the agreed service and their advance request.

These conditions are valid from 01/01/2023 to 31/12/2023, unless otherwise amended.

The passenger must consult us about the possibility of boarding if he or she uses special devices for their mobility.

If making the trip transferred to a conventional seat, the PRMs wheelchair must be foldable to facilitate its transport. If the PRM does not leave their wheelchair during the crossing, there are areas equipped with non-slip floors and anchors and seat belts that will ensure that the crossing takes place in appropriate security conditions.

Guide dogs travel free of charge. On board, they must be fitted with a muzzle, leash and collar, and stay with their owner.

The passenger must inform the company of their need to travel with the animal at the time of purchase or booking of the ticket. The passenger must be provided with the certificates of the animals required by the authorities, both for their departure from and for their return to Spain.

Regarding boarding, depending on the ship and the line, this may be before or after the rest of the passengers. In the latter case, PRM passengers and their companions may wait in the passenger-pre-boarding lounge until FRS staff tell them that they can board.

Once on board, if a PRM wishes to make the crossing in their wheelchair, a crew member will tell them the best place to do so. Otherwise, the PRM will receive assistance in taking their seat if so required.

If embarking is refused, to comply with the safety requirements imposed by the authorities or if it proves impossible to do so safely, the passenger will be given the option to choose between the right to a refund or alternative transport. Upon request, the PRM will be notified in writing of the specific reasons why he or she has not been allowed to embark.

In cases where the PRM needs special assistance to communicate, eat, drink or go to the bathroom, they will need to make the trip with a companion.

If strictly necessary, FRS may require that a PRM be accompanied by another person capable of providing the required assistance.

In cases where the passenger does not understand the instructions of the crew that affect safety, the presence of a companion during the journey will be necessary.

The crew have the appropriate training in this regard and are at the customers disposal to help them in whatever they need. Throughout the trip, they will ensure the PRM’s comfort and will be especially aware of what they may need.

Services on ships:

TARIFA JET

• Reserved parking spaces on the car deck, adjacent to the access areas specially equipped for PRMs.
• Ramps at access doors to the passenger area from the car deck.
• Wheelchair on board.
• Seats equipped with belts and braille numbering.
• Toilets with alarm button.
• Safety standards in braille.

CEUTA JET

• Lift with access ramp.
• Reserved parking spaces on the car deck, adjacent to the access areas specially equipped for PRMs.
• Ramps at access doors to the passenger area from the car deck.
• Wheelchair on board.
• Folding ramp to facilitate accessibility on stairs in the passenger area.
• Toilets with alarm button.
• Caterpillar mount-stairs for wheelchair.
• Stairs alert system for people in wheelchairs.
• Seats equipped with belts and braille numbering.
• Safety standards in braille.

KATTEGAT

• Wheelchair-accessible  lift.
• Wheelchairs on board
• Wheelchair-adapted seats  with anchor points. 
• Toilets with alarm button.
• Reserved parking spaces on the car deck, adjacent to the lift.

TANGIER EXPRESS

• Lift with access ramp.
• Reserved parking spaces on the car deck, adjacent to the access areas specially equipped for PRMs.
• Wheelchair on board.
• Toilets with alarm button.
• Wheelchair-adapted seats  with anchor points.

The travel requirements set out in this guide must be followed, otherwise FRS may not guarantee the provision of the service, although it will do its best to provide the necessary assistance and ensure boarding on an equal basis.

If there is a need to travel with a guide dog, it is recommended that the passenger be informed in advance about the requirements that, in any case, the animal must meet to make the trip and the necessary documentation that they must take with them. We recommend you consult the Moroccan and Spanish regulations regarding the admission of pets, both for departure from the country and for the return trip.

For any other additional information or query related to your trip do not hesitate to contact us through these channels that we place at your disposal:

• At the following address: FRS Iberia S.L C/La Línea de la Concepción, 3, 11380 Tarifa/Cadiz (Spain).
• On the telephone numbers: +34 956 68-18-30/ +34 956 62-72-82/ +212 539 94 26 12/ +49 461 86 46 03

• At the email addresses:  [email protected] or [email protected]