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Siremar

People with reduced mobility

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Definition

Person with reduced mobility (PMR) refers to people who have special difficulties when using public transport, including elderly persons, disabled persons, persons with sensory disorder and wheelchair users, pregnant women and persons accompanying small children.

The Society has always paid special attention to the needs of disabled and reduced mobility passengers, and has equipped itself to allow them, while in transit through its terminals and on board its vessels, to access services on equal terms with other passengers, ensuring a journey in total safety.

According to the Article 11 of UE Regulation No. 1177/2010, the assistance request must be transmitted to the Company at least 48 hours before the desired departure, specifying one’s needs regarding the accommodation, the seating, the required services or the need of medical equipment.

Persons with reduced mobility (PMR), according to the conditions and the timing stated above, can request assistance in the following ways:

In case of need to transport medical equipment, it is recommended to contact our Help Desk at +39.090.57.37 or writing to servizioclienti@siremar.it before the ticket purchase or at least 48 hours before the desired departure.

As specified by the Regulation 10/SM, the seats dedicated to PMR are proportionate to the total number of transportable passengers:

  • For every hundred passengers, or fraction, that the ship can carry, at least one seat must be dedicated to a wheelchair to be securely positioned so that the wheelchair passenger can travel seated near other passengers;
  • For every hundred available seats on board the ship, or fraction, at least four must be dedicated to disabled passengers.

If the carrier is not informed about one’s needs, the seats and the parking lots designated for PMR may be occupied by other passengers.

Meeting points

The physical meeting point where people can request assistance is, as specified above, the ticket office of the port of their interest.

The meeting point where people can announce their arrival is the departure dock of the ship.

The location of the ticket offices and departure docks is available by clicking here: carontetourist.it/en/siremar/travel-informations/ticket-offices.

If the ship is not available at the harbour the PMR passenger can annunce his arrival calling the following telephone number +39.331.2635904.

Boarding procedures

At the terminals and on board the ship during boarding and disembarkation, properly trained operators will be available to assist passengers with reduced mobility (PMR) in all stages of transportation, from the ticket purchase to the disembarkation, as well as during their stay in the terminal, providing support for:

  • Ticket purchase
  • Luggage transport
  • Access to the main lounge on board
  • Accompaniment to the restroom facilities
  • Access to the garage in case of travel with a vehicle
  • Assistance during disembarkation

Blind passengers can be accompanied by a person who can travel for free.

On ships providing long-distance overnight service, equipped cabins are available and can be booked at least 48h before the desired departure through the Customer Care or at the departure port ticket offices, showing a copy of the documentation certifying the disability in order to promptly obtain the requested accomodation, if still available.

It is possible to park cars, displaying a disability card, in the designated spaces along the piers where such facilities have been provided.

On board the ships Isola di Stromboli and Isola di Vulcano, the parking and securing spaces for wheelchairs on deck no. 4 are intended exclusively for the wheelchairs without the presence of individuals during navigation; PMR, who have difficulty walking must be accompanied by the onboard staff and placed in the designated seating area provided for them.

Emergency

If any emergency occurs during the journey, the PMR will be helped by an operator.

Responsibility

If the PMR notices any damage related to the loss or the ruin of mobility equipment or other specific equipment, should inform the staff about what happened or contact the Company by sending a report to the email address servizioclienti@carontetourist.it.

Quality Audit

At the end of the journey, properly trained operators, coordinated by our Diversity & Disability Manager, conduct a check on the quality of the assistance service provided through a phone call, and collect feedback, accepting any suggestions aimed at improving our performances.