P&O - Discriminating against mobility

[Disabledcruiser]

A new rule on all P&O ships discriminates against disabled people that use a mobility scooter or power wheelchair.

Passengers arriving to board the ship on either vehicle will be not allowed to board unless they are booked in to an accessible cabin. Furthermore, NO REFUND will be given.

As disabled cruisers will know, securing an accessible cabin on any ship is extremely hard and sometimes only possible if booked over a year in advance.

To overcome that, some disabled passengers book suites that have plenty of room.

PLEASE NOTE: Even if you have booked a suite on a P&O ship as of NOW and arrive at the port to board on even the smallest/lightest mobility scooter, you will be refused boarding and NO MONIES will be refunded.

This anomaly is compounded further because of their new ‘Disabled Evacuation Chair’ rule, which states - not only has the disabled passenger be booked into an accessible cabin, but P&O must have enough crew available to prearrange an emergency evacuation service.

On Iona and Arvia for instance, all passengers unable to walk unaided from the highest deck to the promenade deck - Decks 19 to 8 - must have an evacuation chair arrangement.

That means, even if you booked your accessible cabin many months before and stated on the new P&O Mobility Questionnaire that you were not able to walk unaided down/up stairs, unless an evacuation service has been arranged, you will be turned away.

 

[3Sisters]

@Disabledcruiser The fact that someone who uses aa mobility scooter can't book a suite is so bizarre to me! Why can't there be a few handicapped accessible suites then? I understand the no refund part because the rules are the rules, but there have to be handicapped accessible rooms that are used solely for those with mobility devices. Otherwise, there aren't enough rooms available for those that need them! At least the line is trying to take the proper precautions to ensure guests are safe, but this is another annoying factor with the new P&O Mobility Questionnaire. Safely being able to evacuate is very important. 

[Disabledcruiser]

1 hour ago, 3Sisters said:

@Disabledcruiser The fact that someone who uses aa mobility scooter can't book a suite is so bizarre to me! Why can't there be a few handicapped accessible suites then? I understand the no refund part because the rules are the rules, but there have to be handicapped accessible rooms that are used solely for those with mobility devices. Otherwise, there aren't enough rooms available for those that need them! At least the line is trying to take the proper precautions to ensure guests are safe, but this is another annoying factor with the new P&O Mobility Questionnaire. Safely being able to evacuate is very important. 

Totally agree about safety - pity though that when they designed both those ships that they put all the accessible balcony cabins on decks 14 and 15! Also that P&O, in their haste to fill the bookings for 2025 and 2026, block sold 50% of the available accessible cabins to the Limitless Travel company for their sole use.

“Why then don’t you book an accessible cabin through Limitless’’ I hear you ask? Here is the answer…because that company, which specialises in disabled holidays, adds a hefty premium and charges double or even triple the standard fare, making it impossible, unless you are very wealthy, to get one of the Iona or Arvia accessible cabins. No other travel agent or even the cruise line themselves, can sell those cabins.

Just giving one example - last month I telephoned P&O direct to see if I could book an accessible balcony cabin on any cruise on Iona going to the Norwegian fjords from April until June and the only date with disabled balcony cabins left was 10th to 17th May 2025, so we booked it at a price of £1,200 per person, which includes an emergency evacuation chair service for me and assisted stair service for my wife.

Limitless, knowing I am a possible customer, emails me daily advertising cruises. Yesterday’s email advertised the same grade of accessible cabin on the same cruise, for £3,400 per person, an increase of £4,400 per cabin - why?

It should be noted that the Limitless price does not include anything extra during the cruise - ie food, entertainment etc are the same and no shore excursions are included - However, we are getting £160 on board credit and Limitless customers don’t !!

[Kendall James-Vargas]

@Disabledcruiser Thanks for sharing this insight! I didn't realize that the P&O Cruises policy had changed in this way. I'm surprised 50% of the handicapped accessible staterooms are given to the Limitless Travel company. I find that strange that so many are given to that company. I wish that company didn't charge so much for handicapped staterooms. I find it a shame. Have you considered cruising with other lines? The stateroom purchasing protocol should be much better for handicapped guests. I feel like it's too complicated, and it's not as complicated with other cruise lines! Also, @LukeJ just did this cruise. I wonder if it was the same ship to the Norwegian fjords! I know the itinerary was with P&O Cruises. 

[Disabledcruiser]

6 hours ago, Kendall James-Vargas said:

@Disabledcruiser Thanks for sharing this insight! I didn't realize that the P&O Cruises policy had changed in this way. I'm surprised 50% of the handicapped accessible staterooms are given to the Limitless Travel company. I find that strange that so many are given to that company. I wish that company didn't charge so much for handicapped staterooms. I find it a shame. Have you considered cruising with other lines? The stateroom purchasing protocol should be much better for handicapped guests. I feel like it's too complicated, and it's not as complicated with other cruise lines! Also, @LukeJ just did this cruise. I wonder if it was the same ship to the Norwegian fjords! I know the itinerary was with P&O Cruises. 

Those not disabled themselves don’t realise that all other accessible cabins other than Iona and Arvia, are very disabled ‘unfriendly’.

P&O, to their credit, have really thought hard, how best to make life easier for the wheelchair/mobility scooter passengers that will occupy those cabins.

All accessible cabins on the other ships all over the world, may unlock the cabin door for the wheelchair user (like Princess Medallion class), but Iona and Arvia’s ‘open’ the door as well, allowing the disabled person to smoothly enter, with the cabin door automatically closesing a few seconds later.

Other redesigned features are: the bathroom opens and closes itself, door bell that activates a flashing light (for the deaf), automatic balcony door open/close, height adjustable washbasin etc.etc. All at no extra cost than the equivalent regular cabin grade.

Of course, like most other accessible cabins, to permit wheelchair movement inside the cabin, they are approx double width.

[LukeJ]

@Disabledcruiser thanks for the insight. After being on that ship, I read your post with interest. Funnily enough I had that discussion with my wife while onboard. I was located on deck 15, and I remember saying to her, despite the ship beautiful in its design and everything, there is not much room here for wheelchair users. The corridor where our cabins were, were very tight, the doors were relatively small, no way a wheelchair could get through there with ease. The layout of the room, and I had a balcony room so that was slightly larger, and I felt that was still difficult for anyone to manoeuvre into. 

[Cruising Caribbean]

@Disabledcruiser I didn't realize this! Thanks for shedding light on this topic.

@LukeJ It's so cool you were just on that ship! It sounds like @Disabledcruiser will have to maneuver the ship with patience due to the tightness of the space. These two ships do sound quite unfriendly for disabled cruisers. Cruise ships aren't known for their large staterooms and halls, but there are larger staterooms that come at a higher cost. The double the width piece likely attracts those non-disabled to purchase them unnecessarily. 

[LukeJ]

Maybe there is a deck available for wheelchair users that I didn't know about, a wider a corridor and wider stateroom allowing manoeuvrability perhaps? I did see a couple of wheelchairs but not many so there must be something available. Its such a beautiful ship, the design and the sleekness of it all was wonderful. 

[Kendall James-Vargas]

@LukeJ It's certainly possible. I found this information page on P&O Cruises accessibility. 

https://www.pocruises.com/accessibility/life-onboard/accessible-cabins-and-ship-access

The line is transparent about things being oftentimes narrow and inaccessible, but the line does have minimally accessible staterooms. I wish I could say the line would do better, but maybe for future ships. The narrow halls are already hard enough to maneuver, but I do value more play space versus hall space. I think CCL, RCL, and other may be more disabled-friendly. @Disabledcruiser would you agree with that? 

[LukeJ]

I'm surprised that the regulations haven't been made to allow of such accessibility. The only negative thing I have about P&O and it sounds trivial, was the lifts. They were just in constant use. No matter what time of day, there was never any lifts available because they were full. So I spent the entire cruise walking up and down several flights of stairs. When you've eaten a hearty meal or visited a bar on deck 6 and situated on deck 15, there was some hard walks during that week. But I rather that than forever wait for a lift that had people in there that was only going one or two decks. 

[Cruising Caribbean]

@LukeJ This is all cruise lines! The day of embarkation and disembarkation are the absolute worst! The elevators or lifts are honestly the best invention but they aren't meant for everyone to use 24/7. If you are able to walk, and it's not a ton of levels, you should take the stairs. Those who can't take the stairs should have their own designated elevator in my eyes. The scooters take up lots of elevator space and it's hard to maneuver when the elevator is fully packed already. More elevator space for those that need it would be beneficial for every ship!

[LukeJ]

@Cruising Caribbean yes I agree, its horrendous. So many people being too bone idle to even go up or down a level. Honestly it was 10 steps. My son was also keen to just take the stairs. Going down was fun, a little game that we created.  Going up gave me a good workout on the quads to say the least. 

[Cruising Caribbean]

@LukeJ That minimal walking could really save so much elevator time and space for other guests that really need it. Also, going up is harder. If you are going down, you really should just walk. It's not that hard to go down a few levels. If you have mobility device, you don't have a choice, but if you have a choice, try to take the stairs! After all your eat on the cruise ship, a little exercise is quite necessary anyhow. I'm glad you were able to make a game out. If you want to get somewhere in a timely fashion, it's faster to walk than wait for the elevator anyhow.

[LukeJ]

Yes when we did get in the lift, the amount that would squeeze in and ask for a level up or down baffled me. Even better was people coming in and asking to go down a level but it was explained that the lift is going up five levels first and they were alright with that..

[Cruising Caribbean]

@LukeJ The elevators are super important but if you are using a mobility device it takes up so much room! There really should be elevators for those that have anything with wheels. For instance when I travel with a stroller there often is no room for it and my husband and I would team up and carry it up/down the stairs. That was very difficult to do and we walked with the baby in our arms every other day! I really didn't mind walking if I had a child 3 or older who could do the walk. There should be space in elevators for those that really need it like handicapped guests or parents with young children. 

[LukeJ]

I agree with that, I do think that there should be a separate lift for wheels. But then would this also be abused simply because people these days do not care or abide by the rules. I personally did enjoy the walk, as it kept me fitter and I wasn't guilty enough to help myself to food, I compromised slightly with my little exercise.

[Cruising Caribbean]

@LukeJ Do you know why many cruise ships don't have a "wheels only" cruise elevator? Do you think other guests would use it regardless of the rules? Maybe this could be a pass only elevator where you need a handicapped stateroom in order to use it. Like a scanner is needed for entering. I also think handicapped only staterooms must be filled with guests who need mobility devices. That would simplify the elevator system, giving other guests more space on the elevators and speed up the travel time. It takes lot of time to navigate getting on and off an elevator while on a scooter! It's even worse where there is barley any room to squeeze in even without a scooter.

[LukeJ]

@Cruising Caribbean that is a fantastic idea. I really didn't think of that. Yes to have a pass to scan would be ideal. It would really lift the morale of users that think that they are being left out of things. Some areas are very tight and they would find it deflating to try and get through the crowds, so an area where it's more user friendly would be ideal if they wish to go there for respite.

[Cruising Caribbean]

@LukeJ MSC Cruises has a ship within a ship experience, MSC Yacht Club. In order to get to these areas you need to scan your stateroom key to get into those spaces. The same idea could be applied to an elevator. Handicapped staterooms can have a special elevator and use the same stateroom key system. It wouldn't be a huge investment and maybe more cruise lines would adapt to the same system over time. I understand that it may be hard to ensure those booking the handicapped staterooms are actually in need to extra space. There should be some sort of check and balances system with that. 

@Disabledcruiser Do you think that would be a good idea?

[LukeJ]

@Cruising Caribbean I think it's an excellent idea personally. I think an idea like this ought to be sent to the directors of these cruise lines and ask why it's not being considered.

[Cruising Caribbean]

@LukeJ I'm glad you agree. I would love to hear more from those who cruise with mobility devices such as scooters. I'm sure there are other challenges I'm not factoring in, but I have seen guests with scooters wait for very long amounts of time to get on an elevator. That's just not fair. I know some cruise lines are better than others at creating handicapped accessible spaces, but it's really important to be as accessible as possible to attract all types of guests! It's not nice to be exclusive! 

[LukeJ]

In a world where everyone should be considered, I am surprised that cruise lines haven't done this already. On an environment of complaints, suing each other has also taken over, it does shock me that these big companies haven't considered all options just to stop these from happening. I understand there is no way you can please everyone, there are just too many non compliance people about, but if the option was there to prevent a moan or a complaint, I'd go ahead and try to reduce that.

[Kendall James-Vargas]

@LukeJ Most cruise lines try but there is always room for improvement. It's important to use your voice too. If you think something isn't right, speak up about it like @Disabledcruiser! Change won't happen unless you voice your opinion and share your thoughts. Chances are others feel the same way too! There is a huge part of our global population that uses mobility devices and other medically necessary support on a day-to-day basis. Cruises should be accessible to all people. Handicapped accessible staterooms are just the beginning to being inclusive. There are always areas for improvement. 

[LukeJ]

We should get a petition going and force these changes. I wouldn't know how to start one but I'd sign it for the right cause. Cruise lines should make a point of listening to it's customers as we spend enough money there. They are making a fortune out of us, so if that's not enough reason to listen to what we say, I don't know what wil be.

[Kendall James-Vargas]

@LukeJ It's possible but it's not easy. Individual emails and calls work best to voice your opinion and initiate change. I think that's why the handicapped rooms are not well regulated. I think cruise lines let many things slide, including non-handicapped guests using the wrong staterooms, for legal purposes. If crew members do or say the wrong thing it can be disastrous for the line. Surely lines like P&O Cruises could be more accommodating, but if a cruise line isn't so great at it, there are other solid options. Many cruise lines are thankfully more handicapped friendly. Those other lines are ones you should consider until a a change is made!