DFDS at fault after person forced to stay in car

Ferry operator DFDS has admitted a “serious failure” after a disabled passenger was forced to remain in their car during a Poole–Jersey journey.

The company said the lift was working but the passenger had been directed to the wrong vehicle lane, preventing access. “This was a bad mistake, and we let the customer down,” DFDS said in a statement, adding new processes would be introduced to stop it happening again.

Deputy Kirsten Morel, Jersey’s economic development minister, told the States Assembly the incident was “clearly unacceptable” and confirmed officials had raised the matter urgently with the firm.

DFDS has since apologised directly to the passenger, reported the incident to the vessel’s flag state, and will meet with Jersey’s disability and inclusion team.