Guidance for Disabled Passengers and Passengers Needing Assistance
Cross Sound Ferry strives to make its service safe, reliable, and accessible for all passengers. The following guidelines will assist passengers in deciding which of our vessels might best meet their needs, as well as provide specific information on how to take advantage of the accessibility features aboard our vessels and at our terminals. This Guidance is available on our website at www.longislandferry.com and in printed form in the ticket offices and aboard the ferries.
The Orient Point Ferry Terminal and the New London Ferry Terminal are fully accessible to all. Handicap parking is available at both facilities. Ramps for wheelchairs allow full access to the Ticket Offices. Accessible restrooms are also available in the ticket offices.
The ferries SEA JET, JESSICA W, SUSAN ANNE, JOHN H, CAPE HENLOPEN, MARY ELLEN and JENNIFER C provide the easiest access to all amenities available aboard our vessels. Cross Sound Ferry strongly recommends that disabled passengers and passengers needing assistance chose these vessels when making their travel plans.
Our high-speed ferries SEA JET and JESSICA W are wheelchair accessible to their main passenger decks, which provide large accommodations, excellent views, accessible restrooms, and food service.
The JOHN H, SUSAN ANNE, CAPE HENLOPEN, MARY ELLEN, and JENNIFER C have wheelchair and disabled access from the vehicle deck to the main passenger cabin via a wheelchair lift (elevator). The main passenger cabins provide large accommodations, excellent views, accessible restrooms, and food service.
The CARIBBEAN FERRY provides direct wheelchair access to the main passenger cabin and food service, however the restrooms are not fully wheelchair accessible.
Aboard the NEW LONDON, handicapped persons traveling with a vehicle may remain in that vehicle during the crossing. This ferry is not equipped with an elevator or wheelchair access to the passenger deck or to the restrooms. Passengers must be able to climb stairs to reach the passenger deck and restrooms aboard this ferry.
Service Animals are permitted aboard all of our vessels and inside our ticket offices.
Reservations can be made online or over the telephone for the vehicle ferries (The high speed ferry SEA JET does not require reservations). When making a reservation over the telephone, tell the reservationist your accessibility requirements and they will assist you in choosing the right vessel for your needs. When making reservations online, we recommend choosing the SUSAN ANNE, JOHN H, CAPE HENLOPEN, MARY ELLEN, or JENNIFER C. Persons who are deaf or hard-of-hearing can be connected to our reservation call center through a text telephone relay service (TRS). The TRS can be reached by dialing 711 and asking to be connected to (631) 323-2525 or (860) 443-5281. Please note: Vessel schedules are subject to change without notice. Please call ahead to verify specific vessel departure times. (631) 323-2525 or (860) 443-5281
ARRIVING AT THE TERMINAL
We recommend that you arrive at the terminal at least 30 minutes prior to your departure time. In accordance with our terms and conditions, all customers must arrive at least 15 minutes prior to their scheduled departure time, or their reservation may be forfeited. If a customer arrives less than 15 minutes before the departure, they may still be able to board the vessel if space permits, but access to the wheelchair lift/elevator may be limited. When you arrive at the terminal it is important to tell the booth attendant your accessibility requirements so they can stage your vehicle in the correct lane or direct you to our handicapped parking. When purchasing your ticket, advise the ticket agent of your requirements and they will verify that you have been properly staged for boarding.
BOARDING THE VESSEL
Upon boarding the vessel, notify the crewmember collecting tickets of your accessibility requirements. If you are traveling with a vehicle, this will assist them in choosing the most convenient location to park your vehicle. If you need any assistance during the trip, please notify a crewmember.
VESSEL SAFETY ANNOUNCEMENT
The following safety information is normally provided through the public address system at the beginning of each ferry crossing. It is provided here for the hearing impaired: Welcome aboard Cross Sound Ferry. Because sea conditions may be rough, we ask that passengers keep their movement throughout the vessel to a minimum. If you need assistance please contact one of our uniformed crewmembers. Federal Regulations require us to inform you as to the location of life jackets. Life jackets, with posted instructions are located in labeled boxes throughout the vessel. In the event of an emergency, the crew will give you further instructions. Regulations further require that passengers remain off the vehicle deck while the vessel is underway. Passengers are asked to keep all carry-on luggage with them at all times during the trip. We also encourage you to report any suspicious activity to the nearest crewmember. We also ask that walk on passengers remain topside off the vehicle deck and clear of all stairways until the vessel is secured to the dock.
AVAILABILITY OF A COMPLAINTS RESOLUTION OFFICIAL (CRO)
In any situation in which any person complains or raises a concern with a Cross Sound Ferry employee about discrimination, policies, or services with respect to passengers with a disability, and the employee does not immediately resolve the issue to the customer’s satisfaction or provide a requested accommodation, the customer has the right to contact Cross Sound Ferry’s Complaints Resolution Officer (“CRO”). The employee will provide the customer with the CRO’s name and phone number in a format the customer can use. The employee will also offer access to a Cross Sound Ferry phone for the purpose of contacting the CRO at no cost to the customer. The CRO has the authority to resolve complaints on behalf of Cross Sound Ferry. The CRO is intended to be Cross Sound Ferry’s “expert” on compliance with accessibility Regulations and has the authority to overrule decisions made by other employees, except that the CRO may not countermand a decision by the master of a vessel with respect to safety matters. Cross Sound Ferry has designated Chris Anglin to be its CRO. His telephone number is 860-443-7394 x293. If Mr. Anglin does not answer the phone, the customer should leave a voicemail with a return phone number. If Mr. Anglin does not promptly return the customer’s phone call, the customer should contact one of the substitute CROs. Cross Sound Ferry has designated Richard Sise and David Riley as substitute CROs. They may be reached at 860-443-7394, extensions 233 and 243 respectively.
Cross Sound Ferry Services, Inc.
2 Ferry Street
New London, CT 06320
An Affirmative Action/Equal Opportunity Employer