**A Dream Vacations owner/agent recently shared the following account on our agent only Facebook Page**
Edited for clarity: ‘Huge issue on board for my client in a wheelchair – Client confirmed through the Cruise Line’s Accessibility Department that the tender equipment needed by a client in a wheelchair was on board. Turns out the equipment had been broken for months and the clients were not notified. Captain won’t let wheelchair-using guest disembark on tender ports without that broken equipment.
Cruise Line tried to throw me (their travel agent) under the bus and blamed it on “Your travel agent should have told you.” but client has email from the Accessible Department confirming that they have available the equipment for him to tender in his wheelchair.
Clients’ wife is very conscientious about making sure her vacations are accessible to her husband. She has correspondence from the cruise line stating that they have the equipment on the ship.
From the cruise line’s brochure, it clearly states that only two ships (NOT the one they are on) are the only ships without this equipment. Clients called me from Hilo (Hawaii)- they want off the ship in Honolulu and a prorated refund. (And yes I know that violates the Passenger Service Vessel act AKA the Jones Act)
These are great clients so I am so mad at the cruise line right now.’
Update: Both Dawn and I reached out to this agent to get a few more details, and found out that they have been told by the captain they will not be allowed off the ship at any of the south seas Islands because of this for “Safety Reasons.” They have tried to get a resolution, but sadly just sorry “we can’t do that”.
The client is a bit of an athlete and even though a paraplegic, he said he can get himself from the ship to the tender, he just needs help getting his lightweight collapsible chair onto the tender, but was told no to that as well. Once they sail past Honolulu they will be stuck on the ship for over a week while other guests go about the islands of the South Pacific. Dawn and I gave ideas of how to get help and I gave the final BIG GUN solution: write an email to the CEO of the company, as well as working from the bottom middle and high (through the cruise line reps and others).
The next day the agent calls to advise that her client had been called to guest services on the ship where a pale, shaking employee told them that they have
never had a travel agent send a letter to the CEO!
The cruise line ended up giving them a full refund, paid the Jones Act fine ($300 each!), paid for the flight home, 50% off a future cruise, AND an apology!
Don’t be afraid to stand up for your clients….. this travel agent and our colleague was smart enough to ask, if you don’t ask you won’t receive.. her commission was protected, which was only fair as she actually did double work.
As the Immortal Stan Lee (creator of Spider-Man and other Marvel Hero’s) would say, ‘NUFF SAID’.
–By Sean Schultz/Dream Vacations’ Vacation Specialist
**Editor’s note: Have you ever had an experience in which you had an issue and received what you felt was an appropriate resolution? We would love to hear your stories!
