Couple deflated after P&O and Cunard cruise booking cancelled for 'totally wrong' reason

A couple say they feel "deflated" after being booted from two cruises for a reason they say is "totally wrong," claiming they're aware of it "happening quite frequently" to other holidaymakers too.

Stephen Rees and his wife Sue booked two cruises through a travel agent at the start of the year — one with Cunard and the other P&O. Stephen suffers from motor neuron disease and recently became a wheelchair user so they booked ahead of time because of the 'accessibility' the cruise ships are said to offer.

But the 65-year-old retiree claims he and his wife had their bookings cancelled with both cruise lines allegedly claiming there weren't enough evacuation chairs onboard. These seats are a mandatory requirement for guests on both cruise lines who are bringing a wheelchair or mobility scooter.

Claims cruise bookings cancelled over passenger's 'disability'

The grandparents, both "experienced cruisers", only learned of the cancellation after hearing reports other cruisers had experienced something similar, prompting the UK couple to contact their travel agent. It was then they were informed their 12-day cruise with Cunard in November was cancelled allegedly because of Stephen's disability.

Then, in a "deflating" blow, they learned the P&O cruise they'd booked for March 2025 had also been cancelled for the exact same reason.

"It's totally wrong. It seems to be disabled people are the ones that are suffering. I only became a wheelchair user within the last 12 months," he said.

"If we hadn't chased them up we would've gone to boarding in November and been refused entry because they didn't have an evac chair. I don't know what state we'd be in if we had got to the port and been turned away. We could've been stuck".

"You're looking forward to a holiday and you get deflated because you've just been told it's cancelled," he continued.

"We're experienced cruisers. Our booking agent was aware I'm a wheelchair user because we particularly asked for a fully accessible wheelchair cabin on the boat which you have to book way in advance.

"As soon as it had been confirmed and they accepted our deposit, we did as we were told which was to complete the online onboard needs form. That gives you the chance to say you're in a wheelchair and need an evac chair. We sent that off in January."

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Cruise couple chasing refunds for cancelled holidays

The couple had heard of other situations where the cruise lines "refused to refund money saying it's their fault". Despite being refunded for their AUD$9,700 (£4,999) Cunard trip, the wheelchair user had to fight for his AUD$1561 (£800) deposit.

"They said they will refund the money we paid but are refusing to refund the deposit," he said of teh local booking agent ROL Cruise.

"If we cancelled the holiday I'd understand them keeping the deposit, but they've cancelled the holiday so why should I get fobbed off. ROL has now said they would refund the deposit as a gesture of goodwill."

There was a similar outcome for their P&O booking too.

"This appears to be happening quite frequently. I understand that cruise lines only have a certain number of evacuation chairs on a ship," he said. "But I don't see how they don't know from the bookings how many of their chairs have been allocated.

"They just continue to take bookings and sort the problem out at boarding. They should be checking to prevent situations like this. It's just not right that they're not contacting people."

Cruise lines responds to couple's cancellation claims

Responding to the couple's claims, a spokesperson for ROL Cruise said: "We are sorry that Mr and Mrs Rees have faced this situation.

"We acknowledge that additional checks from our team, following their booking, could have ensured the travellers completed & returned the required online medical form to the cruise line, in relation to the requirement of an evac chair.

"We sincerely regret any inconvenience caused and can confirm that the customers have received a full refund."

Meanwhile, a spokesperson for P&O Cruises and Cunard, who are both part of Carnival UK, said: "We are so sorry that Mr & Mrs Rees were unable to travel with us."

"Whilst cancelling the holidays was certainly not the outcome Mr & Mrs Rees or we would have wanted we need to adhere to the regulations for assistance in the unlikely case of an emergency which protects the safety and wellbeing of everyone on board, guests and crew alike," they said.

"Although this type of situation is very unlikely, it is regulated by this policy. This mandatory requirement does not permit us to have a more flexible approach, as much as we are pleased to welcome guests of all abilities and mobility on board as we must sail safely and in accordance with the required maritime regulations."

Kennedy News and Media

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