Services for the persons with reduced mobility

FRS wishes to improve accessibility in terms of its ferries. In a concerted effort to uphold equal rights and opportunities in terms of access to transport services, it informs and assists disabled passengers, or those with reduced mobility, in terms of access and moving around ports, as well as assisting them in embarking, disembarking and during their trip.

 

Company personnel, both on land and aboard our ferries, are pleased to help all passengers, and they are constantly aware that the ferry is a mode of transport subject to safety measures to be followed.

REQUEST ASSISTANCE

The new “Regulation (EU) No 1177/2010 concerning rights of passengers when travelling by sea and inland waterway”, whose full contents are available for your reference on our website and at our company offices at ports, provides a series of applicable provisions relating to the non-discrimination of disabled persons and/or those with reduced mobility, in addition to the provision of assistance for such persons.

• At the ports of embarkation: Algeciras, Ceuta, Tarifa, Tangier Ville y Tangier Med
• 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: www.frs.es

You may request assistance upon booking or purchasing your ticket at the ports, FRS offices, travel agencies or by telephone by calling +34 956 68-18-30/ +34 956 62-72-82/ +212 539 94 26 12/ +49 461 86 46 03.

We recommend passengers who are disabled or have reduced mobility notify us of this request at least 48 hours before requiring such assistance. This way, they will be provided with the most appropriate service and will be informed of the specific services offered on the ferry they will be travelling on. Passengers will receive confirmation from FRS stating that it has been duly notified of their assistance needs.

When FRS is not made aware of the need for assistance, it will do everything possible to provide it so that passengers who are disabled and/or have reduced mobility can embark, disembark and travel on the ferry.

To provide you with the very best assistance, we need to know your travel needs. When you purchase or book your ticket, let us know the type of disability you have, in accordance with the following list, as well as the degree of disability:

• Person traveling in his/her own wheelchair that takes up a place.

• Person in a fold-up wheelchair travelling in a regular seat.

• Person with a hearing or visual disability with or without guide dog.

• Person with difficulty walking.

If you require a wheelchair to get around the port and/or access the boat, you will need to request this upon booking or purchasing your ticket at the 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 individuals need assistance at the same time, priority will be given depending both on the type of disability and on when the request was made.

The meeting points designated at each port by FRS where persons with disabilities and/or reduced mobility can let us know they have arrived and request assistance are:

Port of Tarifa: FRS point of sale at the ferry terminal

Port of Algeciras: FRS point of sale at the ferry terminal

Port of Ceuta: FRS point of sale at the ferry terminal

Port of Tangier Ville: FRS point of sale at the ferry terminal

Port of Tanger-Med: FRS point of sale at the ferry terminal

Having requested the service, you will need to be present at the meeting point designated by the company at the port in question. You will have been notified of this at least 60 minutes before the announced departure time so you have plenty of time to be taken onto the ferry and seated.

When you arrive at your destination, you will be accompanied to the designated meeting place at the port.

Passengers should inquire about the possibility of embarking if they use special mobility devices.

In the event of traveling on a conventional seat, your wheelchair must be folded up to make it easier to carry. If you do not leave your wheelchair during the crossing, there are areas equipped with non-slip floors and seat belt anchor spots so you have a safe trip.

Guide dogs travel free. Once aboard, they must be fitted with muzzles, leads and collars and remain with their owners.

Passengers must notify the company of their need to travel with their dog upon purchasing or booking their ticket. Passengers must travel with their dogs’ official papers when both departing and returning to Spain.

Depending on the ship and route, boarding may take place either before or after the rest of the passengers. In the latter case, passengers with reduced mobility and those accompanying them may wait in the pre-boarding area until an FRS staff member tells them they may board. Additionally, FRS staff will offer help to persons with reduced mobility to board the ship and load their baggage.

Once aboard, if disabled passengers wish to travel in their wheelchairs, a crew member will show them the most suitable spot to do so. Otherwise, he/she will help them into a seat, if required.

Should boarding be denied in order to comply with safety requirements imposed by authorities or because it is not possible to carry it out in a safe manner, passengers will be given the chance to choose between the right to a refund or alternative transportation. In response to the request, the person with a disability or reduced mobility will be notified in writing of the specific reasons for denying his/her boarding.

 

On-board crew are properly trained on disability and are at the customer’s service in order to meet his/her needs. Throughout the trip, they will make sure you are comfortable and will be on hand for whatever you may need.

Services on ships:

TARIFA JET

• Reserved parking spaces in vehicle area next to specially-equipped disabled access areas.
• Ramps at entrance doors to the passenger area from the vehicle area.
• On-board wheelchairs.
• Seats equipped with seat belts and numbered in braille.
• Toilets with alarm buttons.
• Safety regulations in braille.

ALGECIRAS JET

• Lift with access ramp.
• Reserved parking spaces in vehicle area next to specially-equipped disabled access areas.
• Ramps at entrance doors to the passenger area from the vehicle area.
• On-board wheelchairs.
• Folding ramp to facilitate access on stairs in passenger area.
• Toilets with alarm buttons.
• Stair alert system for persons in wheelchairs.
• Safety regulations in braille.

CEUTA JET

• Lift with access ramp.
• Reserved parking spaces in vehicle area next to specially-equipped disabled access areas.
• Ramps at entrance doors to the passenger area from the vehicle area.
• On-board wheelchairs.
• Folding ramp to facilitate access on stairs in passenger area.
• Toilets with alarm buttons.
• Wheelchair stair climber.
• Stair alert system for persons in wheelchairs.
• Seats equipped with seat belts and numbered in braille.
• Safety regulations in braille.

KATTEGAT

• Lift with access ramp.
• Seats equipped for wheelchairs with anchoring points
• Toilets with alarm buttons.
• On board wheelchair and special seating for wheelchair
• Four marked parking places port side, lower car deck close to the Lift.

TANGIER EXPRESS

• Lift with access ramp.
• Reserved parking spaces in vehicle area next to specially-equipped disabled access areas.
• On-board wheelchairs.
• Toilets with alarm buttons.
• Seats equipped for wheelchairs with anchoring points.

In cases where passengers need special assistance to communicate, eat, drink or go to the toilet, they need to travel with a companion.

If strictly necessary, FRS may require a passenger with a disability or reduced mobility to travel with another person capable of providing him/her with the required assistance.

In cases where a passenger does not understand safety instructions from on-board crew, they must be accompanied for the entire trip.

The travel requirements provided in this guide must be followed, otherwise, FRS may not be able to guarantee the service, although it will do everything possible to provide the necessary assistance.

If a disabled passenger needs to travel with a guide dog, it is recommended that he/she learn about the requirements beforehand. In any event the dog must comply with requirements in order to travel and have all necessary papers. We recommend you consult Moroccan and Spanish regulations regarding the entry of pets for the departure and return.

Regulations regarding accessibility on maritime transportation for persons with disabilities are set forth in Spanish Royal Decree 1544/2007 of 23rd November whereby basic accessibility conditions and non-discrimination for access and use of means of transportation for disabled persons are established.

“Regulation (EU) No 1177/2010 concerning rights of passengers when travelling by sea and inland waterway”, whose full contents are available for your reference on our website (www.frs.es) and at our company offices at ports, provides a series of provisions to ensure that persons with disabilities and reduced mobility enjoy opportunities to travel by sea and inland waterways which are comparable to those of all other individuals.

For any additional information or related enquiry about your trip, do not hesitate to contact us via the channels listed below:

• At the following address: FRS Iberia SL. C/La Línea de la Concepción, 3, 11380 Tarifa/Cádiz (España).

• Phones: +34 956 68-18-30/ +34 956 62-72-82/ +212 539 94 26 12/ +49 461 86 46 03

• Email: [email protected] o [email protected]

 

 

So we can provide you with the very best service, we recommend you request assistance through any of the available channels upon purchasing or booking your ticket.

To receive the requested assistance, you’ll have to arrive at least 60 minutes prior to the announced departure of the ferry.