You might want to think twice about booking with P&O if you are wheelchair bound!

Yet more disappointing feedback from clients who have just returned from a cruise on P&O Oriana, which just adds to the continuing poor feedback regarding P&O in general over the last few months, and for a cruise line who attract many of our more senior cruisers this might just be a ‘new policy’ too far. That said, I am not entirely sure what this policy is and I don’t think P&O or their crews do either as this policy seems vague. One thing’s for sure, they really should advise mobility impaired passengers and their agents prior to booking as this could be a deal breaker for many of them.

My clients husband is wheelchair bound and is unable to walk more than a few steps. They always book an adapted cabin and take his wheelchair on cruises and have always managed very well, until this last cruise. My client accepts that it is up to her to push her husband around but just needs some assistance with embarkation and disembarkation. This worked out well, as always, in Southampton however things were different during the cruise. When embarking at a port of call my client was face with getting her husband, in his wheelchair, up the gangplank. Usually the crew are helpful but on this occasion no help was offered even though my client was really struggling. Eventually a female crew member came over to my client and explained that there had been a change of policy and crew members were no longer allowed to assist wheelchair users onto the ship. She advised that she could take the wheelchair up – empty – but not with my clients husband sat in it, he would have to walk up. Not possible!! The poor lady had to struggle to get her husband up the gangplank by herself while the crew looked on.

Following this conversation I got in touch with P&O to ask about this new policy. Here is their response (one that they have kept very quiet!)
‘The policy has not changed, its seems that we have seen an  increased number of passengers who are requesting assistance, particularly on Oriana and crew are becoming more aware of the risks involved.

We have raised this at the recent disability committee meeting, as we need to establish from a customer service point of view what level of assistance we should offer, without compromising safety.

Crew will always do their very best to assist passengers where ever possible, however this can not be at the detriment of crew or passenger safety and we need to ensure passengers expectations are met. This will involve advising passengers pre cruise and once again on board in ports where there is a high tidal variance and crew may not be able to assist when getting back on the ship.’
So, it seems the policy has not changed, although something obviously has. My clients were not informed before travel, and it does rather beg the question that if P&O do advise clients will it only be advised once they have booked and P&O have their money safely in their account?

You have two options folks, book on a P&O cruise and accept that if you are mobility impaired you will probably be best accepting that you should not disembark in port as you have no idea whether the crew will assist you embarking, depending on the tide, their frame of mind on the particular day and which way the wind is blowing, or book a cruise with a cruise line who is more ‘mobility impaired passenger’ friendly. I know what I would do!

For more information on cruise lines who cater well for passengers who are wheelchair bound please give me a call on 0800 408 6084 or email me at [email protected]. I will be delighted to help you!