In November 2024, a family booked a cruise for themselves and their severely disabled 26-year-old son, who requires round-the-clock care due to cerebral palsy from a brain injury at birth. The cruise cost £16,000 and was intended to provide an accessible family adventure.
Issues with Carer Bookings
Because the son needs care from a rota of eight carers, the family booked three additional spots for carers. However, they could not confirm names at booking time and were told to do so by April 2025, when the balance was due. When they provided names, Royal Caribbean demanded a £75 fee per name change and said each carer would lose $325 (£239) in onboard credit originally included. Additionally, the wheelchair-accessible riverboat excursion they had booked was cancelled for the three carers, with no option to rebook as the trip was no longer listed.
Discriminatory Practices
The family complained, arguing that this treatment was discriminatory under the Equality Act, as it disadvantaged people with disabilities. The cruise line's behavior was described as inexplicable and outrageous, especially given they were aware of the son's circumstances and the likelihood of name changes.
Resolution After Media Intervention
After being contacted by a consumer champion, Royal Caribbean responded within 20 hours. They cancelled the name-change fees, reinstated the onboard credit, and rebooked the river trip. The company did not provide a comment or answer further questions.
This case highlights the importance of the Equality Act in protecting disabled individuals from unfair policies. Consumers facing similar issues are encouraged to seek assistance from consumer champions.
