Passengers Requiring Assistance

We aim to ensure equal opportunities for ship travel for everyone.

Services available at passenger terminals

  • Parking for those with disabilities
  • Toilet facilities for those with disabilities
  • An assistance service and entry points for passengers requiring assistance
  • Pick-up points
  • Lifts
  • Information point

Service maps showing the location of Kutsuplus pick-up points.
Maps indicating parking spaces for those with disabilities


Those with disability parking permits can park for free in the marked parking spaces in the harbour area.

Free assistance service

The assistance service is intended for passengers with reduced mobility due to a physical or mental disability, those with visual or hearing impairments, elderly passengers, those with temporarily reduced mobility and anyone else requiring special assistance.

  1. Please inform your travel agent or shipping company of your need for assistance when booking your trip, and at the latest 48 hours before departure.
     
  2. Upon arrival at the harbour, report at the pick-up point or at check-in, in accordance with the instructions provided by the shipping company, and at the latest 60 minutes before the vessel’s stated departure time. You can contact the assistance service from the pick-up point.
     
  3. When they have been informed of your arrival, our trained assistance staff will come and assist you at check-in, security checks and in the gate area, all the way to the ship.

Pick-up points for those requiring assistance

All five of the Port of Helsinki’s passenger terminals have pick-up points located in the terminals’ entrance halls. Pick-up points can be identified by a white-on-blue sign depicting an assistant and a wheelchair user.

Upon arrival at the harbour, the person requiring assistance will inform the harbour that they have arrived at the pick-up point or at check-in, in accordance with the instructions provided by the shipping company, and at the latest 60 minutes before the vessel’s stated departure time. The assistance service can be contacted from the pick-up point.

Shipping companies pages for passenger assistance

TallinkSilja Oy

Viking Line

Eckerö Line

Finnlines

Feedback and complaints

An EU regulation concerning the rights of passengers when travelling by sea and inland waterway came into force on 18 December 2012. The regulation obligates ports and shipping companies to provide an assistance service for passengers with disabilities, reduced mobility or other requirements for special assistance.

Regulation (EU) No 1177/2010 of the European Parliament and of the Council

Feedback and complaints must be submitted to the shipping company or port within two months of the trip.

  • Feedback concerning the Port of Helsinki’s terminals can be submitted using this feedback form
  • Feedback concerning a shipping company should be submitted through the shipping company’s website.
  • You can also escalate your complaint to the Finnish Transport Safety Agency (Trafi), if you feel that the port or shipping company’s feedback does not meet your expectations.

Further information about passengers’ rights

Port of Helsinki’s Passenger Traffic Manager
Arto Satuli
Tel. +358 (0)9 310 33841
email: firstname.lastname(at)hel.fi