Your well-being while on board is important to us. If you need help with daily things such as using the bathroom, eating, or movement around the ship, you'll need to travel with a companion or personal assistant who can provide this for you: the ship's crew can’t assist you with these tasks.
If you're travelling alone (or your companion is no longer able to assist you) and it becomes clear that you're unable to manage safely and independently on board without help, we'll talk to you and create a course of action.
If you have dementia, Alzheimer's or need a carer to help you whilst at home, you'll be required to travel with a companion or personal assistant to provide this help during your holiday for your safety while on board.
Embarkation and disembarkation
Embarkation assistance is available to guests once inside the cruise terminal building. On arrival, there will be a mobility assistance team wearing high visibility jackets who will escort you through embarkation either in your own mobility aid or in a ship’s wheelchair. Please ensure you only take essential items with you as hand luggage will need to be managed between yourself and your travelling companion. We would kindly request that you let us know as soon as possible, and at least 48 hours prior to embarkation, should you require this assistance.
Registering for embarkation and disembarkation assistance does not entitle you to a priority or fast track service. However, if you adhere to your allocated embarkation and disembarkation time this will ensure you are embarked and disembarked as quickly as possible.
Disembarkation assistance will be arranged on board. If you have any questions please contact Reception.
Fly-cruise holidays - what you need to know about air travel
If you have reduced mobility or a disability, you can get support when travelling by air, at the airport and on the flight.
You can tell us what assistance you need on the Mobility and Medical Questionnaire (to request a questionnaire please call our Customer Contact Centre on 0345 355 5111, local call charges apply).
If you choose a fly-cruise holiday, you’ll need to check in your wheelchair/mobility scooter at the airport with your baggage. The airport’s own assistance team will be provided at check-in. They’ll support you getting to and boarding the plane.
Please use the questionnaire to let us know about any mobility aids you’ll be taking and send it back to us no later than 14 days before departure.
You’ll also need to let your airline know about any mobility aids you’ll be taking on to the flight at least one week before departure.
If you’re flying with a scheduled airline, you’ll need to contact them directly.
If you’re flying on one of our charter flights with Thomson, Thomas Cook, Titan or Jet2, please call our our Contact Centre on 0345 355 5111*.
Our charter flights can offer vegetarian, vegan, diabetic or gluten-free meals, although what’s available can vary depending on the airline. For scheduled flights, please review the airline’s website for more information.
Flying with medical equipment
Any medical equipment you need on board the flight needs to be battery operated as the airline can’t provide a power supply.
If you need additional oxygen on your flight, please contact us urgently on 0345 355 5111* as only one passenger is permitted to fly with additional oxygen on each flight. Calls cost 3p per minute plus your telephone company’s network access charge.
Please let us know if you:
- Intend to bring your own hoist or commode, as airlines may have weight-associated restrictions
- Require additional baggage allowance for mobility equipment/ medical supplies
If you need to use your CPAP/BiPAP/nebuliser/oxygen concentrator during your flight, please call us on 0345 355 5111* no later than 14 days before departure. Calls cost 3p per minute plus your telephone company’s network access charge.
Reduced Mobility Seating
If you have specific seating requirements, it may be possible to pre-book certain seats. How you pre-purchase flight seats varies depending on whether you are travelling on a chartered or scheduled flight.
You might find that some services you are looking for are dependent on the flight type. For example if you are travelling on a charter flight you can pre-purchase your flight seat via Cruise Personaliser, and if you’re booked on a scheduled flight, you may be able to book seats through the airline’s own website.
Our chartered flights have a limited number of seats which are designated for those guests with reduced mobility. These seats are assigned one week prior to departure. Once we have received all Medical/Mobility questionnaires they will be reviewed and priority will be given to those with the greatest need.
Reduced mobility seats are subject to availability and are assigned on a case by case basis. You will not be considered for a reduced mobility seat if you have not completed a Medical/Mobility questionnaire. Should you require a questionnaire please call our Customer Contact Centre on 03453 555 111 (local call charges apply), or contact your travel agent. Mobility questionnaires must be returned no later than 14 days prior to departure.