DFDS at fault after person forced to stay in car

Danish ferry company DFDS said the treatment of a disabled passenger was a 'failure' of its process

Jersey's main ferry company has admitted it "fell a long way short" of its own standards, after a disabled passenger had to stay in his car throughout his journey.

The man, who was travelling to the island from Poole, was told the lift was inaccessible, so he had to stay in his car or reschedule.

Ferry operator DFDS said the incident was a failure of process and it had reached out the passenger.

Deputy Kirsten Morel, economic development minister, said the incident was "clearly unacceptable" in the States Assembly.

Deputy Montfort Tadier, who raised an urgent question in the assembly, described the incident as "inhumane and degrading".

DFDS said it had already reviewed and strengthened its procedures to ensure disabled passengers were prioritised correctly during boarding.

The company said it would meet with the government's disability and inclusion team to review further improvements.

'Serious mistake'

DFDS confirmed the passenger told it in advance he was disabled and needed to use the lift, but was "mistakenly left waiting on the quay while other vehicles began boarding".

"By the time the disabled passenger's vehicle was directed on board, the loading pattern meant the passenger could not safely reach the lift in his wheelchair," a spokesperson said.

The man was offered a later sailing, but needed to be in the UK for a connecting journey, DFDS said, meaning his only option was to stay on the car deck, accompanied by a crew member.

The spokesperson said: "The lift on board was fully operational, the failure lay entirely in our boarding process.

"This was a serious mistake on our part and we are deeply sorry to the passenger for the distress and inconvenience caused. We accept we did not meet the standard of care that we set ourselves."

The company said it did not believe the incident "fairly reflects the intentions or conduct of our staff", however it fully recognised that the passenger's experience was "unacceptable and regret[ted] profoundly that it occurred".

Morel said: "This incident was clearly unacceptable, my officers raised it directly as a matter of urgency with DFDS on Monday 8 September."

"By their express admission this incident falls a long way short of DFDS' standards, and the standards expected of them by the vessel flag state."

He said the company had reached out to the passenger concerned and was reviewing the incident to find out why its usual procedures were not followed.

"Furthermore, they have proactively reported this incident to the vessel flag state given the deeply unsatisfactory passenger experience and unorthodox crossing," Morel said.