Struggling to find the right cruise ship for a disabled passenger? Jane Archer looks at accessibility in the cruise sector, and checks out disabled facilities on ships for the British market
Travel Weekly’s exclusive story about a travel agent who lost almost £15,000 worth of business because two cruiselines were unable to cope with her wheelchair-bound clients makes uncomfortable reading for the cruise industry.
Two of the lost bookings were for P&O Cruises’ Artemis – the clients decided not to book because they would not be able to disembark in certain ports. The third was for Norwegian Cruise Line, which would not allow the passenger’s electric wheelchair on board.
The lost bookings are unfortunate for the agent – Tracy McFall, a Travel Weekly Cruise Club member who works for Accessible Travel and Leisure – but especially so for the clients involved.
But they highlight the importance of good training that enables agents to match disabled clients to the right ships, according to Princess Cruises head of brand marketing Pieter van der Schee.
He said: “It is essential that agents understand disabled clients’ needs just as with any other customer, and that they deliver the right cruise and itinerary.”
Passenger Shipping Association chairwoman Carol Marlow said: “Cruiselines offer a lot more for disabled passengers these days, but agents need training so they know what facilities are available on different ships. Just as if they were selling a hotel, if one doesn’t suit, they need to look for one that does.”
Association of Cruise Experts business development director Andy Harmer said ACE is launching an online training module on facilities for the disabled in the next couple of months. The website will also offer information on what each ship offers.
Harmer said: “A number of customers and agents were phoning and asking about facilities for disabled passengers and we discovered it was difficult to find the information on the cruiselines’ websites. I am surprised at this story. It suggests agents think cruiselines can’t help, when they can.”
Caught in the Act
Although there are strict disability laws in many westernised countries, cruise ships fall into a grey area.
In 2006, the US Supreme Court ruled that the Americans with Disabilities Act applied equally to US and foreign cruise ships – which means those flying under a foreign flag – if they were sailing in US waters.
It’s a different story in the UK, however. Here, the Disability Discrimination Act might come down hard on discrimination where shops and businesses are concerned, but it does not apply to aircraft or cruise ships, according to East Sussex trading standards.
In theory, then, cruise ships crossing the Atlantic should comply with ADA laws on access for the disabled. As many of these ships now spend summers in Europe, disabled UK passengers should be well catered for. Princess Cruises, Holland America Line, Royal Caribbean International and Norwegian Cruise Line are front runners when it comes to disabled facilities (see Overview: disabled facilities on UK-based cruise ships).
On the other hand, those that operate primarily in the UK market are less likely to worry about whether they can cater properly for people with disabilities, whether that be poor mobility, sight or hearing.
Age does matter
One of the main factors agents need to consider when looking for cruise ships that cater well for disabled passengers, is the age of the vessel.
Most cruise ships built these days have good facilities for physically challenged passengers, but two decades ago this wasn’t the case.
Fred Olsen Cruise Lines – a favourite among the 60-plus age range – is ironically one of the worst when it comes to disabled passengers. Its ships do have disabled cabins, but very few, and as a result, the number of passengers in wheelchairs allowed on each cruise is strictly limited.
The cruiseline, however, is improving disabled access on its ships with new stairwalkers to help passengers on and off ships.
Marlow – who is also president and managing director of Cunard – said the 40-year-old Queen Elizabeth 2 does have disabled cabins, but the more modern Queen Mary 2 and Queen Victoria, which launched last December, have better facilities.
She said: “The increased visibility and awareness of disabilities now means these two ships were built with disabled people in mind.”
Agents also need to take into account the type of ship. Star Clipper, for instance, is a sailing ship so passengers in a wheelchair might struggle to get around. River cruise boats, although a favourite with elderly clients, are not great for people with mobility problems as most do not have lifts.
Getting up a gangway can be difficult in a wheelchair; likewise, a cruise that includes two or three ports where passengers have to take a tender ashore is not ideal.
Stepping from a ship into a small boat can be tricky – even for able-bodied passengers – especially if the sea is a bit rough, and on many cruise ships crew are advised they cannot lift or carry people.
For this reason, most cruiselines require disabled passengers to travel with an able-bodied person so there is someone to help them get around the ship.
Ramp it up
The most obvious step cruiselines can take to accommodate people with disabilities is to provide cabins that are modified to meet their special needs, for instance having extra-wide doors, flat or ramped access from the cabin into the bathroom and wheel-in showers and shower seats.
The best disabled cabins have lower sinks and higher beds, with ramp access to the balcony. They cater for the hard of hearing with devices such as telephone amplifiers, visual smoke detectors, door knocker sensors, text telephones, under pillow vibrators and flashing lights to signal that the phone is ringing or someone is at the door.
Outside the cabin, pool lifts help people with poor mobility in and out of the pool, and plenty of public disabled toilets around the ship – as well as lift access to as many areas of the vessel as possible – are all useful.
Princess, NCL and Royal Caribbean allow guide dogs for visually impaired passengers.
Van der Schee said: “Princess works to the ADA standards, which means it is all about making things happen for all our disabled passengers. We will do whatever is necessary to make sure they have a great holiday.”
Until recently, British clients with a disability were at more of a disadvantage than their US counterparts because, traditionally, cruise ships catering for the UK market were older, with poorer facilities, but that has changed as US cruiselines have started sailing new tonnage out of Southampton and Dover.
Dos and don’ts of booking cruises for disabled clients
- Do advise disabled passengers to consider a newer cruise ship with more modern facilities.
- Do ask cruiselines for help and advice before making a booking.
- Do be prepared to offer alternative lines if the one your client requests cannot help.
- Do suggest a cruise from the UK. It’s much easier for disabled passengers than flying.
- Don’t suggest an itinerary with too many tender transfers ashore.
- Don’t assume all cruiselines are the same. Many allow electric wheelchairs, some allow guide dogs, a few have dialysis machines. Spend time on finding
one that suits your client’s needs. - Don’t be afraid to ask your client about their disabilities. If you don’t know how disabled they are, it’s difficult to advise them on making the right choice.
