Ruby Poole, from Austen Grove, Basingstoke, was due to travel on board the P&O Cruises’ ship Britannia, leaving from Southampton on May 24 for a seven-day trip around the Norwegian Fjords.
The trip was a lifelong dream for the 87-year-old and would have been her first time on a cruise.
However, an error made by the travel agents – Hays Travel Agents in Basingstoke – meant that Mrs Poole and her daughter, Wendy Tucker, were turned away at the ship’s door.
Wendy, 63, said: “We have never been on a cruise before. A while ago, we went into the shop (Hays Travel in The Malls) and when we were booking, we asked about assisted boarding and booking a disabled cabin.
“They said it was fine, and we thought they had helped us with it. We know now they should’ve selected assisted boarding – and that should have been printed on our tickets – but it was our first time booking a cruise, so we didn’t know what to check.
“We went to Southampton in a taxi, we were excited, our cases were taken and put on the ship, and we were taken to board, and a man said to us, ‘We are very sorry but you can’t come onboard as we have not got enough safety chairs’. My mum was in the terminal, sobbing her heart out.”
The pair praised the P&O staff for dealing with a difficult situation well.
Mrs Poole has used a wheelchair for the past 11 years after suffering a stroke. Her husband, who was scared of water, died four years ago, meaning that Mrs Poole was able to consider booking a cruise, with her daughter offering to accompany her.
Wendy, who works as a housekeeper in a care home, had booked the time off work – a precious commodity – and she was furious to be left without a break and having to pick up the pieces afterwards.
The trip cost £2,400, which has since been refunded. But they want to warn others to double-check their tickets and to take extra care when booking through travel agents.
Wendy, who lives in Wootton St Lawrence, said: “They didn’t press the right button to say that my mum was in a wheelchair. I have been very patient but they have only offered us £100 compensation, which I think is disgusting. The whole experience was devastating.”
A spokesperson for Hays Travel said: “We always acknowledge when something has gone wrong and will adapt our colleagues’ training if required. In this instance our customer did not receive the level of service that they should expect from Hays Travel, for which we are sorry. They have received an apology and full refund and have now also accepted the compensation offered.”
A spokesperson from P&O said: “We’re very sorry Wendy and her mother weren’t able to go on their holiday, but I’m glad to hear our port team handled the situation well and that they’ve now received a refund.”
