Menu
Prince Edward Island / Îles de la Madeleine Ferry Sail with us to the islands

Accessibility for disabled persons

If you have limited physical capacity, rest assured that CTMA Ferry provides services to make your crossing very enjoyable. It is essential, however, to clearly indicate your specific needs when making your reservation and when boarding, so we can assist you in the best way possible. 

Here is some practical information about our service :

Notice 
CTMA TRAVERSIER LTÉE, as a marine carrier, is subject to the Accessible Transportation for Persons with Disabilities Regulations, SOR/2019-244 (the “Regulations”), enacted pursuant to the Canada Transportation Act (S.C. 1996, c. 10). More specifically, CTMA TRAVERSIER LTÉE must comply with parts 1, 2 and 3 (Division 3) of the Regulations.

Communication 
Our staff has received awareness and other training to support and provide the best access possible to persons with disabilities. Whether it’s when making a reservation or when boarding, during the crossing or when disembarking, once staff has been informed of the presence of a person with a disability, the purser will be informed and the crew will make sure that they can communicate with this person, taking the nature of the disability into consideration.

Public announcements are not made through audio or visual media other than by a public call system and through staff members on site. If a request for assistance is made in this regard, a staff member will go make sure that the person has understood the audio instructions (public call system).

Service offered and conditions
The services offered to persons with disabilities are detailed below. Note that no advance notice is required for a person with a disability to receive any of the services described below, but we encourage these people to inform us of their disability at least 48 hours in advance so that we can optimize the quality of the services offered, according to the nature of the disability. 

The members of our customer service team have received awareness and other training to inquire periodically about the needs of the person with a disability and to attend to the needs they express, taking the nature of the disability into consideration and ensuring that the person gives their consent to receive the services.

Boarding and Disembarking
Our staff members have received awareness and other training to :

  • assist a person with a disability when checking in at the check-in counter; 
  • assist a person with a disability in getting to the boarding area after checking in; 
  • assist a person with a disability in boarding and disembarking to get from the vehicle deck to the passenger deck and vice-versa; 
  • assist a person with a disability in storing and retrieving their carry-on luggage; 
  • assist a person with a disability in transferring from their mobility aid to their passenger seat before departure and from their passenger seat to their mobility aid upon arrival at the destination;
  • assist a person with a disability in getting to the area reserved for the mobility aid and in leaving it; 
  • prior to departure or, if time constraints do not permit, after departure, describe (if the person is blind or has any other visual disability) the layout of the ferry, particularly the location of restrooms and exits, as well as the location and operation of the controls that they can use at their passenger seat; 
  • provide an individual safety demonstration and briefing prior to departure; 
  • provide an on-board wheelchair;
  • assist a person with a disability in getting from their passenger seat to the restroom, including assisting them in transferring from their seat to the on-board wheelchair and vice-versa;  
  • assist a person with a disability after disembarking in getting to the public access area; 
  • assist a person with a disability after disembarking in getting to a location where they can get help from a member of the terminal operator’s staff to get to the curbside zone; 
  • assist a person with a disability in getting to a location where they can receive assistance from a member of the receiving carrier’s staff if the person is transferring to another segment of their trip from the same terminal. 

Meals
If a meal is served on board, provide assistance to the person with a disability in opening packaging, identifying food items and their locations and cutting large pieces. 

For Person with Disabilities Who Are Not Independently Mobile
Staff members may: 

  • find a location where they can wait near staff members available to assist them; 
  • periodically inquire about their needs and attend to these needs to the extent provided in the Regulations.

Mobility and Other Assistive Devices
CTMA TRAVERSIER LTÉE also undertakes to:

  • transport a mobility aid as priority baggage, upon request from a person with a disability who needs it while travelling;
  • allow a person with a disability to keep their mobility aid with them as long as possible, until it becomes necessary to store it;
  • allow a passenger who uses a mobility aid to store it on board the ferry;
  • allow a person with a disability who needs a small assistive device during the trip, including a cane, crutches, a communication device, an orthotic positioning device or a portable oxygen concentrator, to bring it on board and keep it with them;
  • provide the support person with a seat adjacent to that of the person with a disability;
  • transport a support person if, because of a disability, a person requests that a support person provide assistance in the following situations while on board a ferry: 
    - to eat, take medication, use the restroom
    - to get into or out of their passenger seat
    - to find their way around or communicate 
  • in emergencies (such as an evacuation or decompression) that require that they be provided physical assistance 

Service Dog
CTMA TRAVERSIER LTÉE undertakes to:

  • transport a service dog at the request of a person with a disability who needs one on board the ferry; 
  • provide the passenger a seat adjacent to them if the floor space under the passenger seat is insufficient due to the size of the service dog (free of charge). 

Additional Passenger Seat
CTMA TRAVERSIER LTÉE undertakes to provide an additional seat adjacent to the seat of a person with a disability when they need more than one due to the nature of their disability (free of charge). 

Allergy Buffer Zone
There is no buffer zone for a person with a disability who requests accommodation measures. We have cabins available to isolate the person from any risk of contact with an allergen. 

Identification of Needs
When reserving their trip, people with disabilities are asked to indicate the nature of their disability in order to identify the needs related to their disability and the relevant services offered by the carrier.

Accessible Seat or Cabin
When making their reservation by phone, the person with a disability may ask to reserve a cabin accessible to persons with disabilities. These cabins contain equipment and facilities that best meet the person’s accessibility needs. 

On the online reservation webpage, we indicate that you must contact customer service to reserve a cabin for persons with reduced mobility. 

Since we do not request 48-hour notice for services that do not require accessible rooms, the services do not appear on the reservation. However, if a room was needed, it appears on the reservation voucher. The agent will then be able to confirm all the services provided. 

If, at the request of CTMA TRAVERSIER LTÉE, a person with a disability provides information, including personal health information, when requesting a specific service, this information will be kept only for the measures carried out and services provided in compliance with the Regulations. This information will be destroyed three (3) years following the provision of the service by CTMA TRAVERSIER LTÉE. 

Damaged, Destroyed or Lost Mobility Aid
If a person has not kept their mobility aid with them during transport and the aid is damaged, destroyed or lost during transport or if the aid is not given back to the person within the usual time frame once the person arrives at their destination, CTMA TRAVERSIER LTÉE undertakes to do the following promptly and at its own expense: 

  • provide the person with a temporary replacement mobility aid that meets their needs and allow them to use it until their mobility aid is returned to them, or is repaired or replaced, or, if lost, until the carrier has reimbursed them for it;
  • reimburse the person for any expense that they incurred because their mobility aid was damaged, destroyed or lost or not made available to them upon arriving at their destination;
  • if the mobility aid is damaged, make arrangements to have it repaired and give it back to the person promptly;
    • if the mobility aid cannot be properly repaired, either: 
      - replace it with the same model of mobility aid or, if the same model is not available, with a model that has the same features and equivalent qualities that meet the person’s mobility-related needs
      - or pay the person an amount equal to the total replacement value of the mobility aid
    • if the mobility aid is destroyed or if it is not made available to the person upon arriving at their destination and is not returned to them within 96 hours of the scheduled arrival time, either: 
      - replace it with the same model of mobility aid or, if the same model is not available, with a model that has the same features and equivalent qualities that meet the person’s mobility-related needs
      - or pay the person an amount equivalent to the total replacement value of the mobility aid 

On-board Wheelchair

  • An on-board wheelchair is available on the ferry. 
  • The available on-board wheelchair is equipped with a footrest and wheel locks. 

Safety Measure Cards for Passengers

  • CTMA TRAVERSIER LTÉE makes available to its customers safety briefing cards in large-print and braille. 

Complaint Resolution Services
CTMA TRAVERSIER LTÉE’s management team is aware of the difficulties faced by persons with disabilities. In an effort to achieve and surpass the requirements of the Regulations and ensure an enjoyable trip for all passengers, the email address This email address is being protected from spambots. You need JavaScript enabled to view it. is used as the method for filing complaints, including those related to accessibility for persons with disabilities. 

Within 30 days of filing the complaint, a staff member will contact the person who filed the complaint to obtain an in-depth version of the facts. We ask that you provide the following information when filing a complaint: 

  • Name and address of the complainant;
  • Phone number and email address to ensure a follow-up;
  • Date and time of crossing;
  • Ferry ticket;
  • Brief description of the facts.

Depending on the nature of the alleged facts, an internal investigation may be conducted and measures may be taken, as the case may be, and a written follow-up will be sent to the person who filed the complaint within 90 days of filing the complaint. 

A complaint may also be submitted in writing to: 

435 Chemin Avila-Arseneau
Cap-aux-Meules, Quebec
Canada G4T 1J3
email: This email address is being protected from spambots. You need JavaScript enabled to view it.

For support in filing a complaint, the customer service team can also be contacted at:

1 888 986-3278 (toll-free in Canada)

418 986-3278 (local or outside Canada) 

 

 

 

 

Calendrier

Schedule and availability

View the calendar
alerte

Alerts in the event
of schedule changes

Manage my account Subscribe
Vague

Book your
crossing online

Book now
Customer service 1 888 986-3278418 986-3278