Wheelchair-bound holidaymaker John Roberts is putting facilities for disabled travellers to the test on a month-long trip – and you can follow his progress exclusively in Travel Weekly.
John was in Singapore between Christmas and New Year staying at the Shangri-La hotel with his wife and booked a couple of city tours in the UK explaining his disability.
Our tours turned out not to be accessible. The local tour company, Tour East, advised that they only have coaches and to use these tours I must be able to climb stairs, which I am unable to do. I found this out the morning of the first tour, so it was a real disappointment – especially when my wife was told that they tell agents to discourage wheelchair clients.
We booked two tours in the UK, and all Tour East wanted to do was play something we have nicknamed the “Blame Game” – they simply blame the company who booked them, in this case Travel 2. Now we have to resolve this when we return to England.
Yet again the professional standards of the Shangri-La, Singapore rescued the day by quickly contacting a local driver called James, who took us on a wonderful City Tour and even pushed my wheelchair so my wife had a break.
Travel 2 response
The operator has issued this response to the problems John experienced on arrival and when trying to access booked tours in Singapore:
John Roberts booked part of his 32 day trip from the UK with Travel 2 via his local travel agent this included a stay in Singapore with transfers, accommodation and excursions, and accommodation in Auckland, New Zealand.
At the time of booking the information supplied to Travel 2, and then to the ground handlers, stated that Mr Roberts could walk short distances with assistance. In fact, on arrival in Singapore the ground handlers advised Travel 2 that Mr Roberts required wheelchair access at all times.
Future sectors of Mr Roberts’ trip arranged by Travel 2 have now been informed of this.
Travel 2 apologises for some of the confusion that Mr Roberts experienced in Singapore and is pleased that the revised tours have been successful. Travel 2 has refunded Mr Roberts for the affected excursions.
Travel 2 strongly advises all travellers and their travel agents to make clear the exact nature of the disability at the time of booking, and to advise the tour operator of any health changes that may result in a different level of mobility.
John Roberts’ name has been changed to protect his identity during his trip.
- Read more on the trip at travelweekly.co.uk/travelchallenge