Why This Family Was Turned Away at the Cruise Port (Warning for Disabled Cruisers)

A first-time cruise experience all went horribly wrong for a mother/daughter duo, and it was all before the ship ever left the port.  One very important detail was missing, and it was actually the travel agent that missed it.

An exciting cruise to the Norwegian Fjords turned to disappointment for 87-year-old Ruby Poole and her daughter Wendy Tucker.

As reported by the Hereford Times, they were denied boarding their P&O Britannia cruise at the last minute due to an important booking error. Their story is a reminder of why double-checking every detail, especially for disabled cruisers, is so important.

The Missed Detail

Ruby, who uses a wheelchair, had been wanting to take a cruise for a long time.  Her husband, who passed away four years ago, was afraid of the water. 

This cruise, her very first, was meant to be a special mother-daughter experience. They booked through a travel agent and specifically requested an accessible cabin and assisted boarding.

They thought—as most would—that everything was taken care of.

However, when they arrived in Southampton, England, despite their luggage already being on the ship, they were turned away.

The reason? The travel agent had failed to select the assisted boarding option when booking. P&O staff explained they didn’t have enough safety chairs for passengers needing assistance who weren’t properly noted on the manifest.

While P&O staff were praised for their handling of a difficult situation, Ruby and Wendy were left without a long-awaited cruise vacation.

The £2,400 cost of the trip, roughly $3,000 USD, was refunded.  Hays Travel has since apologized and offered compensation, but the experience really puts the spotlight on an important lesson for disabled cruisers.

Important Steps

When booking a cruise, especially if you have specific needs, attention to detail is your best friend.

First, be very specific about your needs. If you use a wheelchair, require an accessible cabin, or have dietary restrictions, make sure these are explicitly noted during the booking process.

Don’t assume anything will be remembered if it’s not written down.

Once you receive your booking confirmation, review every single detail thoroughly. This isn’t just about checking names and dates. Look for confirmation of any special requests or accommodations you made, especially any codes or indicators for assisted boarding or accessibility.

This was the exact detail that went missing for Ruby and Wendy.

If something looks unclear or a detail you requested isn’t present, contact your travel agent or the cruise line immediately to clarify.

While cruise travel agents can be helpful, booking directly with the cruise line does give you more control and direct communication regarding specific needs.   It just a bigger hassle than just shooting over a message to your travel agent.

If you do use an agent, consider cross-referencing your booking details with the cruise line’s website to make sure everything looks right.  

Hopefully, Ruby and Wendy will be able to book another cruise in the near future, but their story might just save someone else from facing the same disappointment.