I wanted to flag this up for others and to ask for advice on how best to approach. We have enjoyed cruise holidays with our autistic son in the past and all cruise lines have made accommodations both within the kids clubs and allowing early boarding. This has enabled our son to find the kids clubs while they are quiet and for us to meet with councilors prior to the ship becoming busy. Its never been an issue for any cruise line. This year we sent our request (including NHS Consultants letter on our child's diagnosis and issues). P&O responded saying they have recently changed their policy and won't make the early boarding accommodations anymore.
How do we approach this?
Here is their response. It talks about the terminal being busy but that is not the issue our child faces. Our request was to board early so that he has time to become familiar with the kids club areas, meet the staff (and for us to meet the staff) and generally get acquainted with the ship prior to it becoming crowded.
This has never been a problem with any Cruise line (including p&o) for us in the past.
"We do understand and empathise with your concerns regarding your boarding time and appreciate that you feel this is not acceptable for your needs. Whilst I'm unable to comment regarding other brands, this process has been updated recently for P&O Cruises and Cunard and we are unable to offer priority embarkation with the current processes in place. We are very much aware that all our guests are unique with individual requirements, and we can only apologise that we are unable to meet your expectations within this area.
Since the return to sailing of our ships we are increasingly aware that we have more guests registering hidden disabilities through our Accessibility team. With this in mind, we have found it necessary to update our processes so that we can suitably manage the number of guest requests and expectations. Whilst previously we have been able to allow guests to arrive at individual convenient times, this is not something that we can continue to do and maintain guest satisfaction. The best time for guests to arrive at the Cruise Terminal in Southampton is from 3:00pm. This is due to being a quieter time and there is less chance of queuing and being in a stressful environment. Our current process is being managed within our Port Operations Team with the comfort and health and safety of all of our guests at the forefront of the change.
Whilst we appreciate that you have different views, we have to maintain a consistency for all guests whilst making reasonable adjustments and managing guest expectation. Please be assured that we aim to offer a quality service, and for us to continue with this, it has been necessary to modify our processes. These changes have been implemented with the full support of Senior Management and in conjunction with the recent review of our procedures.
Please see some of the below reasons why our processes have now changed and are in line with the main embarkation process:
- Since our ships have returned to service and are sailing at full capacity, the Cruise Terminal is much busier than it has been in recent years.
- Delays for clearance of the ships may impact the start of embarkation and could cause crowded areas within the terminal at the start of embarkation.
- The cabins may not be ready until mid-afternoon and therefore the public areas on board may be busier, and in particular all of the food outlets.
- Once cabins become available guests with hidden disabilities should be guaranteed a safe quiet space within their cabin and this will help alleviate any increased anxiety/emotional concerns.
- Our peak times for guest arrival is between 12.00pm and 3.00pm when the terminal can be extremely busy.
- Coaches are usually through the terminal by 15.00 and this will assist with a more comfortable and quieter check-in experience.
- Embarkation for all guests is staggered to enhance the guest experience meaning that the terminal is not overcrowded at any one time. Should any guest arrive early, then a wait may be incurred whilst prioritising guests arriving at their allocated times.
- In order to manage our current processes, we are asking that all guests adhere to their allocated times and are unable to make any exceptions.
- Our aim is to stop congestion at the terminal and to enhance the guest experience.
Please be mindful that a ship can be a busy environment particularly on a sea day. The time of your holiday may also have an impact on the ship’s facilities and entertainment venues, and it may be difficult to find quiet areas around the ship.
Thank you for taking the time to contact us and we are again very sorry that it has not been possible to meet your request and expectation on this occasion. We very much hope that despite your upset with the above, that you will have an acceptable embarkation experience and that this will allow you to start your cruise as comfortably as possible. To confirm, your boarding pass with embarkation times will be available from 21 days prior to your departure providing all details have been completed on your My Cruise.
Assuring you of our very best intentions, at all times.
Warm wishes,"
