Healthwatch Isle of Wight on Board with Wightlink
During the visit, we learned how Wightlink are continuing to develop their services to make travel more accessible, inclusive, and supportive for everyone. We were shown the Calm Room, designed to support neurodivergent passengers with low lighting and sensory fidget boards; the Quiet Lounge, ideal for those returning from hospital or in need of a calm environment; and the thoughtfully placed priority seating close to cafés, toilets, and lifts.
The team also explained how accessibility measures are available in terminals and on board, including parking near lifts upon prior request. We discussed companion tickets for passengers attending medical appointments, and how Wightlink is working to ensure consistency across its fleet despite the variation in vessel age and design. Communication improvements, including the introduction of an Accessibility WhatsApp Group and a dedicated support phone line, are helping passengers stay informed and receive assistance quickly.
Staff are trained to an enhanced level of first aid, and while emergencies are not uncommon, these are handled professionally and safely with cooperation from blue light services. Wightlink also continues to engage in community support through sponsorships and concessions, while maintaining an open dialogue with those needing regular medical travel.
We were encouraged by their willingness to discuss improvements and by their interest in working closely with Healthwatch Isle of Wight to raise awareness of accessibility provisions and community-focused initiatives.
Key Findings
Accessibility and Passenger Support
· Accessibility measures in terminals and on board, with parking near lifts available upon request.
· Quiet Lounge and Calm Room facilities designed to meet a range of passenger needs.
· Priority seating located near key amenities for easier access.
· Companion tickets available for medical travel.
· Efforts to ensure consistency across vessels with different specifications.
· Open conversation policy to support passengers with individual needs.
Communication and Information
· Delays and cancellations communicated via website, SMS, email, and the new Accessibility WhatsApp Group.
· Dedicated phone line for passengers requiring assistance: 0333 999 7334.
Staff Training and Emergency Response
· Enhanced first aid training across staff.
· Six medical emergencies managed in the past year, all handled professionally in partnership with emergency services.
Community and Affordability
· Open dialogue approach for those needing regular medical travel to explore affordable solutions.
· Support for community activities through sponsorships and concessions.
· Attendance confirmed for the Health Roadshow at Riverside Centre on 4th November.
Partnership and Future Collaboration
· Shared commitment to future collaboration between Wightlink and Healthwatch Isle of Wight.
· Further familiarisation visits planned, including the Yarmouth–Lymington and FastCat routes.
Healthwatch Isle of Wight thanks the team at Wightlink for facilitating this visit and looks forward to ongoing communication to share the experiences of Isle of Wight residents using this vital travel link.
