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;
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
provide the support person with a seat adjacent to that of the person with a disability;

Personal attendant’s fare
Passengers who must travel with a personal attendant due to limited physical capacities or a health problem must identify this person when making their reservation. Free passage for the personal attendant may be granted in the following cases:

Passengers in a wheelchair
Passengers with a visual impairment
Passengers with a hearing impairment
Passengers with a cognitive or developmental impairment
Passengers using mental health services

In all cases, for the personal attendant to be granted free passage, the primary passenger will be required to produce proof of disability at the ticket office when paying his/her fare (e.g. INCA card or CommuniCard, recognized medical note).

Priority boarding
CTMA TRAVERSIER LTÉE undertakes to board a disabled person before other passengers in the following cases:

a person who has requested assistance to board, to find their passenger seat or cabin, to transfer from a mobility aid to their passenger seat, or to stow their cabin baggage;
a person who is blind or otherwise visually impaired and has requested a description of the ferry's layout or the location and operation of controls that they may use at their passenger seat;
If a disabled person who has made a request for assistance above arrives after the end of the priority boarding period, CTMA TRAVERSIER LTÉE undertakes to provide the assistance requested after the other passengers have boarded.

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. Door Width: 35'' (889mm)

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.

Elevator
The CTMA Traversier is equipped with a passenger elevator providing access to all passenger service decks and the car deck. Note that in extreme weather conditions, the elevator may not be accessible for safety reasons. Elevator door width: 39” (990,6 mm)

Parking near the elevator
When you arrive at the boarding dock, you must notify crew members of your physical limitations so you can be assigned a parking pace on the car deck near the elevator.

First aid stations and defibrillator
A first aid station is available on the deck 7. There is 2 bed and medical supplies such as EPI Pen auto-injectors and an automatic external defibrillator are available. Although there are no medical staff on board the ship, some crew members have received emergency response training. However, it is vital that you bring with you all medications needed for your wellbeing. To obtain medical assistance, please report to the customer service located on deck 6 or notify a crew member.

Passengers in a wheelchair
Passengers with a visual impairment
Passengers with a hearing impairment
Passengers with a cognitive or developmental impairment
Passengers using mental health services

In all cases, for the personal attendant to be granted free passage, the primary passenger will be required to produce proof of disability at the ticket office when paying his/her fare (e.g. INCA card or CommuniCard, recognized medical note).

Public restrooms and accessible restrooms
The ship has disabled-accessible public toilet and two toilets for persons with disabilities located on decks 6 and 7.

Public restroom door threshold height : 6'' (152,4 mm)
Public restroom door width: 26” (660,4 mm)
The mobility toilet door has slope of 2 cm (50.8 mm)
Width toilet door for reduced mobility: 34'' (863.6 mm)

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)