Cruising is often seen as the pinnacle of relaxation and luxury travel, with millions of Australians setting sail each year to explore the world's oceans and rivers in comfort. However, for Adelaide man Shane Hryhorec, what was supposed to be a dream vacation turned into a nightmare that has left him adamant about never cruising with MSC again.

Shane, a wheelchair user, was excited for his first-ever cruise and booked an eight-day European voyage with MSC, departing from Marseille, France. He was assured by MSC, which operates in Australia as well, that all he needed to do was book the cruise and fill out a form detailing his accessibility needs. Unfortunately, the reality was far from what he had been promised.


Upon boarding, Shane was confronted with a series of distressing errors that made his journey anything but smooth sailing. He was faced with the possibility of not having private bathroom access and missing out on paid excursions due to inadequate transport arrangements. Moreover, he encountered a series of unpleasant interactions with the cruise staff, who, according to Shane, deflected responsibility and failed to acknowledge their shortcomings.


The issues seemed never-ending. Shane felt 'trapped' in a room that was not suitable for his needs. When he raised his concerns, he was met with a rigid 'company policy' that offered no refund if he chose to disembark due to the unavailability of an accessible room. The staff's attitude was dismissive, suggesting he should simply 'get on with it'.


Two days into the voyage, Shane was finally provided with a more suitable room, but it still lacked features he had paid extra for, and no refund was offered. There was no apology from the staff, no acknowledgment of the distress caused, and no effort to make amends.

Shane's experience highlights a significant issue within the travel industry: the need for genuine accessibility and empathy. 'There's the hardware, like the ramps and the entrance and the physical things. And then there's the software, which is the human aspect, the empathy,' Shane explained, emphasizing that both were severely lacking on his MSC cruise.

The importance of accessible rooms cannot be overstated, not just for the comfort they provide to passengers with disabilities but also for the potential they have to expand a cruise line's customer base. With 5.5 million Australians living with a disability and almost 200,000 using wheelchairs, Shane rightly questions why cruise ships aren't more accommodating.


Moreover, Shane points out that a significant portion of cruise-goers are over the age of 65, many of whom have disabilities. By not prioritizing accessible rooms and inclusive services, cruise companies are not only failing a portion of their current demographic but also missing out on a broader market.

While Shane hopes his ordeal was an 'isolated incident' and is willing to try cruising with another company, he has made it clear that MSC has lost his trust and business for good. His story serves as a stark reminder that the travel industry still has a long way to go in terms of accessibility and customer service.

At the Seniors Discount Club, we believe that travel should be accessible and enjoyable for everyone, regardless of age or ability. We encourage our members to share their experiences, both good and bad, so we can advocate for better services and hold companies accountable.

You can watch Shane’s full video here:


Have you faced similar challenges while traveling? Do you have tips for finding truly accessible vacation options? Share your stories and advice in the comments below, and let's work together to ensure that travel is inclusive for all.
MSC Cruises has been contacted for comment on Shane's experience, and we await their response. In the meantime, we stand with Shane and all travelers who demand and deserve better.