Shocking! Find out the bizarre reason this couple's dream cruise was abruptly cancelled!
- Replies 1
Embarking on a cruise is often the highlight of the year for many, offering a chance to explore new horizons in comfort and style. However, for Stephen Rees and his wife Sue, their anticipation turned to disappointment when their dream cruises were cancelled for a reason they found not only baffling but deeply disheartening.
The couple, who are seasoned cruisers, had booked two separate voyages—one with Cunard and another with P&O—anticipating the accessibility and luxury these ships are known to provide. Stephen, who has motor neuron disease, recently transitioned to using a wheelchair, making the need for proper accommodations on board even more critical.
Their excitement was punctured when they were informed that both bookings were cancelled because there weren't enough evacuation chairs available on the ships. These chairs are essential for guests who require wheelchairs or mobility scooters, as they are used in the event of an emergency evacuation.
The issue came to light when the couple, acting on a hunch spurred by similar stories from other cruisers, reached out to their travel agent. They were then told that their 12-day Cunard cruise in November was cancelled due to Stephen's disability. To add insult to injury, their P&O cruise set for March 2025 was scrapped for the exact same reason.
'It's totally wrong. It seems to be disabled people are the ones that are suffering. I only became a wheelchair user within the last 12 months,' Stephen expressed, clearly frustrated by the situation.
The couple's dismay was compounded by the thought of what could have happened had they not proactively checked their booking status. 'If we hadn't chased them up, we would've gone to boarding in November and been refused entry because they didn't have an evac chair. I don't know what state we'd be in if we had got to the port and been turned away. We could've been stuck,' Stephen said.
The Reeses had taken all the necessary steps to ensure a smooth sailing experience, including requesting a fully accessible wheelchair cabin and completing the required online onboard needs form to indicate their special requirements. Despite their diligence, their holiday plans were dashed, leaving them to chase refunds for their cancelled trips.
While they were refunded for their Cunard trip, which cost $9,700, the battle for their $1561 deposit was another hurdle. Initially, the local booking agent ROL Cruise was reluctant to refund the deposit, but eventually agreed to do so as a 'gesture of goodwill.'
Stephen pointed out a systemic issue with the booking process, noting that cruise lines should be aware of how many evacuation chairs have been allocated based on bookings. 'They just continue to take bookings and sort the problem out at boarding. They should be checking to prevent situations like this. It's just not right that they're not contacting people,' he remarked.
In response to the couple's ordeal, a spokesperson for ROL Cruise expressed regret for the inconvenience caused and acknowledged that additional checks could have prevented the issue. P&O Cruises and Cunard, both part of Carnival UK, also expressed their apologies, citing adherence to regulations for assistance in emergencies as the reason for the cancellation.
The situation faced by the Reeses highlights a broader issue within the travel industry: the need for better systems and communication to ensure that all passengers, regardless of ability, can enjoy the pleasures of cruising without facing such unexpected and distressing cancellations.
For our readers who may be planning a cruise, especially those who require special accommodations, it's crucial to confirm all details with the cruise line well in advance and to keep abreast of any potential changes to your booking. It's also wise to be aware of the cruise line's policies on refunds and cancellations, so you're not left out of pocket should an unforeseen cancellation occur.
Have you or someone you know faced similar challenges while planning a cruise or another type of holiday? Share your experiences with us in the comments below. Your stories can help raise awareness and perhaps even prompt the industry to make much-needed improvements for all travelers.
The couple, who are seasoned cruisers, had booked two separate voyages—one with Cunard and another with P&O—anticipating the accessibility and luxury these ships are known to provide. Stephen, who has motor neuron disease, recently transitioned to using a wheelchair, making the need for proper accommodations on board even more critical.
Their excitement was punctured when they were informed that both bookings were cancelled because there weren't enough evacuation chairs available on the ships. These chairs are essential for guests who require wheelchairs or mobility scooters, as they are used in the event of an emergency evacuation.
The Rees's supposed cruise holiday turned into frustration as their Cunard and P&O Cruises cancelled their bookings. Image Credit: Pexels/Son Bom
The issue came to light when the couple, acting on a hunch spurred by similar stories from other cruisers, reached out to their travel agent. They were then told that their 12-day Cunard cruise in November was cancelled due to Stephen's disability. To add insult to injury, their P&O cruise set for March 2025 was scrapped for the exact same reason.
'It's totally wrong. It seems to be disabled people are the ones that are suffering. I only became a wheelchair user within the last 12 months,' Stephen expressed, clearly frustrated by the situation.
The couple's dismay was compounded by the thought of what could have happened had they not proactively checked their booking status. 'If we hadn't chased them up, we would've gone to boarding in November and been refused entry because they didn't have an evac chair. I don't know what state we'd be in if we had got to the port and been turned away. We could've been stuck,' Stephen said.
The Reeses had taken all the necessary steps to ensure a smooth sailing experience, including requesting a fully accessible wheelchair cabin and completing the required online onboard needs form to indicate their special requirements. Despite their diligence, their holiday plans were dashed, leaving them to chase refunds for their cancelled trips.
While they were refunded for their Cunard trip, which cost $9,700, the battle for their $1561 deposit was another hurdle. Initially, the local booking agent ROL Cruise was reluctant to refund the deposit, but eventually agreed to do so as a 'gesture of goodwill.'
Stephen pointed out a systemic issue with the booking process, noting that cruise lines should be aware of how many evacuation chairs have been allocated based on bookings. 'They just continue to take bookings and sort the problem out at boarding. They should be checking to prevent situations like this. It's just not right that they're not contacting people,' he remarked.
In response to the couple's ordeal, a spokesperson for ROL Cruise expressed regret for the inconvenience caused and acknowledged that additional checks could have prevented the issue. P&O Cruises and Cunard, both part of Carnival UK, also expressed their apologies, citing adherence to regulations for assistance in emergencies as the reason for the cancellation.
The situation faced by the Reeses highlights a broader issue within the travel industry: the need for better systems and communication to ensure that all passengers, regardless of ability, can enjoy the pleasures of cruising without facing such unexpected and distressing cancellations.
For our readers who may be planning a cruise, especially those who require special accommodations, it's crucial to confirm all details with the cruise line well in advance and to keep abreast of any potential changes to your booking. It's also wise to be aware of the cruise line's policies on refunds and cancellations, so you're not left out of pocket should an unforeseen cancellation occur.
.png){kind=icon}
