My wife and I embarked on an eight-night cruise from London Tilbury to the Norwegian Fjords and back, beginning on August 26, 2019.
At her first dialysis session on Deck 11 during the first morning my wife had difficulty breathing. This reasonably common problem amongst dialysis patients is easily fixed by providing a small amount of oxygen from a cylinder. But the head dialysis nurse refused to do this, and the supervising doctor was not present despite his contract saying that he should be.
The result was that half an hour later my wife collapsed with a full cardiac arrest - no breathing and no pulse. She was then revived, apparently, by staff called up from the ship's Medical Centre on Deck 4.
We were both then immediately and dramatically disembarked by ambulance to a hospital in Rotterdam where the ship had just docked, and during this commotion I was handed a number of forms to sign as well as a closed envelope. I opened this envelope two days later to discover that it contained an invoice from the ship's Medical Centre for 2,500 pounds for less than one hour's work, which is surely a ridiculous fee. Moreover, on the very same day as our disembarkation the Medical Centre staff had taken this amount from my credit card because "Cruise and Maritime Voyages" had given them access to it.
We then enjoyed a pleasant, eight-day holiday in Rotterdam instead of on the cruise. But despite extensive correspondence since then to point out the negligent treatment and over the top price gouging that we endured, there has never been any offer of even partial compensation - not for our completely non-redeemed cruise and super expensive, shipboard dialysis fees nor for our repatriation flights to London. Consequently, I am many thousands of pounds out of pocket.
I have been continuously told for four months now that "Cruise and Maritime Voyages"'s CEO is "overseas on business" and so he replies to my correspondence through his Customer Relations Officer. The latter actually claims that my problem has nothing to do with "Cruise and Maritime Voyages" because our cruise contract was with their dialysis contractors - "Cruise Dialysis" (sometimes referred to as “Dialysis Cruise”). This is untrue. The small print on the clearly titled, eleven-page contract with "Cruise and Maritime Voyages", which my wife had to sign before embarkation, basically says that customers cannot sue the company for anything and, if they do, their case has to be heard in Florida, which is hardly known as a citadel of justice.
Likewise, the only "Cruise Dialysis" Board member whom I could find does not reply to me either. He simply has his booking agent do so. The latter just advises me to take up the issue of the exorbitant Medical Centre fee with "Cruise and Maritime Voyages" even though this company says that my issue has nothing to do with them.
Moreover, her dialysis medical staff do not even acknowledge my assertion that they demonstrably failed in their duty of care. Instead, they hint that their doctor was present at my wife's dialysis session when he was not, and they imply that my wife suffered the trauma of a full cardiac arrest because she has a heart condition. Given the extensive tests before, during and after her incident which show that she has always had, and still has a perfectly healthy heart, this is clearly untrue.
Both companies have now indicated that they consider the matter closed, and so I have reached a dead end. Their blaming of each other, and their crude stance of "always deny everything" is simply appalling.
To summarize, this cruise might well have been good. I do not know. We paid for it but, through no fault of our own, we never experienced it. Nor have we been refunded anything despite the gross negligence of the dialysis staff and the rapaciousness of the ship's Medical Centre. So unless you have extremely deep pockets, stay well clear of "Cruise and Maritime Voyages" and their sub-contractor "Cruise Dialysis".