Serving Disabled Customers

We operate a specific code of practice to ensure all disabled customers are offered a common high standard of service


This code of practice is designed to ensure that all disabled customers are offered a common high standard of service when travelling with The Kings Ferry.

This code is designed for use within The Kings Ferry and sets out our commitment to disabled customers and the roles and responsibilities of the company, its employees, customers and partners in meeting those needs.

Who does the code of practice apply to?

Our code applies to all disabled customers, including:

  • Wheelchair users
  • Blind or partially sighted customers
  • Deaf or hard of hearing customers
  • Customers with learning disabilities
  • Customers with mobility difficulties

Our commitment to you – What we can do

  • When hiring a vehicle and you know you have a passenger who may need assistance, it is your responsibility to tell us 48 hours before you intend to travel what it is you require. We will advise you what assistance we are able to provide at each stage of your journey where we are able to provide our own staff. The more information we have about your requirements, the better prepared we will be to meet your needs when you travel with us.
  • Whilst we are not able to reserve specific seats, on our coaches, the front seats in the coach could be reserved with a request from the customer. Seats are subject to availability.
  • Our drivers will assist with the loading and unloading of customers’ luggage in the coach, but may need assistance with items over 20kgs.
  • If you need assistance getting on or off a coach, advise us when you confirm your booking by way of the acceptance form. Every effort will be made to provide this assistance in a timely and comfortable manner.
  • We will accept lightweight manual wheelchairs, subject to them being capable of being stowed in the luggage hold of the coach. We regret that we are unable to accept manual wheelchairs that are more than 20kgs in weight.
  • We do have vehicles specifically designed to carry one passenger travelling in their wheel chair in the main coach cabin, however the vehicle is specifically designed to carry a reference wheelchair. You will need to ensure that your wheel chair complies with the dimension set out in the diagram below, to ensure correct and safe carriage. It is also essential that it is a model which can be securely restrained within the coach. In the event that your wheelchair exceeds the dimensions or we are unable to restrain the chair safely, you will be unable to travel in this way.
  • The wheelchair lift has a safe working load of 300kgs. This is to include the wheelchair and occupant plus an assistant. Over this weight will mean the wheelchair and occupant will be refused travel.
  • Any passenger travelling in a vulnerable seat or seating position will be required to wear the seat belt supplied and any seat restraint mechanism must be securely and correctly fitted. The company will retain the right to refuse travel to any passenger seated in these positions that refuse to wear a seat belt. For clarity a vulnerable seating position is a seat or position at the front of the vehicle or any seat or position immediately facing a gangway, aisle or stairwell.
  • We will accept small mobility scooters and powered wheelchairs for travel subject to the following:-
    • The scooter or powered wheelchair will break down into separate parts each weighing no more that 20kgs.
    • The disabled customer is accompanied at the point of departure and arrival by a companion who is able to dismantle and reassemble the powered wheelchair/scooter to enable stowage in the coach.
    • The powered wheelchair/scooter is operated by dry cell batteries only.
  • We will accept officially trained and approved assistance animals when accompanying its owner or user. We regret that no other animals will be carried.
  • We will allow customers who require them to carry personal oxygen supplies in hand held bottles.(2kg)
  • We will advise you if you make a request that we cannot fulfil.
  • If your pre-booked arrangements have not met your expectations and you notify us, we will investigate and report back to you.
  • We welcome feedback and comments from disabled customers about how we can improve our service to you.

Our commitment to you – What we cannot do

  • Our staff and drivers are not permitted to assist customers with their eating or personal hygiene. Health and safety considerations mean we cannot lift or carry you, and cannot provide medical services such as giving injections. If a medical condition requires others to provide this type of care, you should travel with a companion who can assist you during your journey.
  • Our drivers and staff are unable to provide personal care services at coach stations or during the journey.
  • Our drivers and staff are unable to dismantle or reassemble mobility scooters or powered wheelchairs that have been approved for travel.

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