A Dream Cruise Turns into a Nightmare
An eagerly anticipated cruise holiday turned into a distressing ordeal for an elderly mother and her daughter. Ruby Poole, 87, from Basingstoke, was excited to embark on her first cruise. The plan was a 7-night voyage to the stunning Norwegian Fjords aboard P&O Cruises’ Britannia, departing from Southampton on 24th May 2025. However, a booking error by Hays Travel in Basingstoke dashed their dreams.
Booking Blunder at the Dock
Ruby and her daughter, Wendy Tucker, arrived at the port full of excitement. They had checked in their luggage and were ready to board. But just steps from the ship, they were stopped. A staff member informed them they couldn’t board due to a lack of safety chairs. Ruby, who uses a wheelchair, was left heartbroken in the terminal.
Policy Changes and Their Impact
P&O Cruises updated its policies in 2024 for wheelchair and mobility scooter users. Now, guests must book appropriate cabins and register for assistance. This ensures enough safety chairs and crew are available in emergencies. Unfortunately, this policy change has led to boarding denials, including Ruby’s case.
A Long-Awaited Journey
Ruby has relied on a wheelchair since a stroke 11 years ago. After her husband’s passing, she felt ready to try cruising, with Wendy’s support. The Britannia cruise was meant to be a special moment for them. Instead, they faced humiliation and disappointment.
Travel Agent Admits Mistake
The family praised P&O Cruises staff for their handling of the situation. However, their frustration lies with Hays Travel, who admitted the error. Wendy explained, “They didn’t press the right button to say my mum was in a wheelchair.” The compensation offered was only £100, which Wendy found unacceptable.
Compensation and Apologies
The cruise, costing £2,400, was refunded. Wendy, a housekeeper, had taken time off work for the trip. Hays Travel acknowledged the mistake and apologised, offering a full refund and compensation. P&O Cruises also expressed sympathy for the unfortunate situation.
Lessons for Future Cruise Travellers
This incident highlights the importance of double-checking travel arrangements, especially for those needing assistance. Cruise holidaygoers should ensure all necessary accommodations are confirmed. This can help avoid similar heartbreak and ensure a smooth sailing experience.
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