Emails from p and o

[Bin man]

Just had 5 emails from P and O about their disability form filling. Guess they are covering their backs  ?

[Eddie99]

Me too

And from Cunard

[FangedRose]

10 minutes ago, Bin man said:

Just had 5 emails from P and O about their disability form filling. Guess they are covering their backs  ?

Have you got five cruises booked? I've got one b2b (which is of course two) and another in 2025 and got three emails.

[Bin man]

Yes one email for each cruise ref

[AlexMcSpot]

Look at the fist part of the email, under the image, it is titled "Have you told us your needs?" and two lines under that it has the booking reference for the cruise it covers. In my case two emails for two separate cruises.

[solentsam]

Same here one for each booking. had a look at my cruise personaliser the evac chair had gone from the itinerary but the questionnaire date was still there when i submitted it. but got error message first time maybe computer glitch...

Edited September 3 by solentsam
typo

[KevIT]

Got several of those today, one for each cruise. We got similar a few months back as well.

[Selbourne]

I’ve received one today for our upcoming Cunard cruise (same IT system). It said that if our needs have changed (they haven’t) or we hadn’t already filled in the ‘On Board Needs Questionnaire’ (we have) then we should fill it in. 
 

Having read about all this nonsense on these forums (and in the press) I called our TA (the excellent specialist that many of us on here use) with a copy in front of me of the form I completed in November 2023, because when I’d logged on to the Cruise Personaliser I couldn’t see any reference to the evacuation chair, which I had ticked to say we required last November. The agent said that our booking showed the need for the chair BUT that the system had changed and even though we had completed the form it wasn’t showing on Cunard’s system and we had to do it again.
 

Apart from this being infuriating, why did the email not explain this? I could have easily ignored the email because I had evidence of having completed the form, yet Cunard say we haven’t because their IT system has changed yet nobody has been told that. I’m guessing that the P&O problems (covered on multiple threads) are the same issue as they use the same IT system as part of Carnival UK? @molecrochip, Carnival really need to get a grip of this. It’s a complete and utter shambles and quite frankly P&O etc deserve the negative publicity that they are getting over this issue. The emails need to specifically state, in bold, that previously completed forms are no longer valid, rather than just ask people to fill them in if they haven’t already done so or needs have changed. We are very alert to this issue, yet could easily have fallen foul had I trusted the content of the email.  

Edited September 3 by Selbourne

[TigerB]

 

 

This appears to be related to the recent change in policy on what P&O class a mobility device to be.  The new policy is here

Essentially, they are now classing electric wheelchairs in the same category as mobility scooters, and stating that, depending on the dimensions of the device, you may need to be booked into a fully accessible cabin.

 

[TigerB]

@Selbourne, I was just writing my response as you posted.  Like you, we have evidence on the onboard needs section of 'My Cruise' that the questionnaire has been submitted for each of the future cruises we are booked on.  Like you, I could have ignored the emails. If I had done so, we could have later fallen foul of the new policy in respect of electric wheelchairs, and been denied boarding.  Yes, they need to be crystal clear in the body of the email of what information they are trying to impart.

 

[purplesea]

I too have received two e-mails, one for each of our cruises booked.

 

I have filled in the quesitonaire when the cruises were booked for my OH's walking stick.

 

But the bottom half of the e-mail says if your needs haven't changed, you don't need to do anything. 

Confusing!

[TigerB]

PUBLIC HEALTH WARNING:   Rant incoming....

 

 

So, we have had three emails this afternoon for three future cruises.

 

On two of them we are booked into a fully accessible cabin, and the email heading reads: 'We may need information from you before your holiday'. It then goes on about the new policy, and suggests we may wish to submit a further questionnaire.  In my view, that is not necessary in our circumstances.

 

On the third cruise we are booked into a partially adapted cabin, and the email heading reads: 'Important information about your holiday',  It goes on about the new policy and states: 'You previously told us that you’re planning to bring a powered mobility device on board. To ensure you have enough space to safely store a powered mobility device in your cabin, we may need to make some changes to your booking.'  It then gives us the option to resubmit the questionnaire, listing an alternative device, or submit a contact form to advise that we cannot bring an alternative device. In respect of the latter, someone will call us back to discuss our needs. The deadline for each is 17th September.

 

For us, we are affected by the following wording in respect of the change in policy: 

'To make sure there is sufficient space for the powered mobility device in the cabin, and to ensure the safety of all guests and crew on board while the powered mobility device is in use around the ship, guests who wish to bring a powered mobility device (this includes the lightweight collapsible scooters such as those from brands including Luggie, Monarch Mobie and TGA) must be booked into a fully accessible cabin, or selected Suite or Mini-suite.'

 

Our lass uses a powered wheelchair for travelling that measures 62cm in width, 82cm in length, and has an unladen weight of 30kg.  She has been using powered wheelchairs for eleven years now, and it has afforded her a great deal more independence than with her previous manual wheelchair use.

 

We have cruised five times on both Arvia and Iona since January 2023; on four of those cruises we have stayed in a partially adapted inside cabin, and our lass has taken the above described wheelchair.  On every occasion, with the bed set as a queen, she has been able to manoeuvre her wheelchair inside the cabin and bathroom comfortably.  That proves that a partially adapted inside cabin on Arvia and Iona is suitable for her needs, using her powered wheelchair, and is safe for her to use.  The new policy from P&O, in classing all powered mobility devices as the same, without any apparent adjustments for personal circumstances and experiences, is, in my opinion, discriminatory.

 

I shall be submitting the contact form and, in doing so, will argue our corner with regard to not being moved from our proven suitable cabin. Somehow, I expect a fight on my hands. I may be wrong; I may get to speak with someone with commonsense.  Watch this space!

 

 

@molecrochip, I would welcome your input on this subject.

 

 

 

 

[Fionboard]

I have had three, one for each of my cruises this year. Just ignored them as I have no special needs, yet!

[TigerB]

36 minutes ago, purplesea said:

I too have received two e-mails, one for each of our cruises booked.

 

I have filled in the quesitonaire when the cruises were booked for my OH's walking stick.

 

But the bottom half of the e-mail says if your needs haven't changed, you don't need to do anything. 

Confusing!

 

In your case, if your OH still uses nothing more than a walking stick, and you have already submitted the questionnaire to cover that use, then I would suspect that no further action is required; you will not be affected by the new policy on mobility devices.

Check the wording of the email heading; as per my post, they are different according to the cabin type we are in.

[Selbourne]

1 hour ago, TigerB said:

 

 

This appears to be related to the recent change in policy on what P&O class a mobility device to be.  The new policy is here

Essentially, they are now classing electric wheelchairs in the same category as mobility scooters, and stating that, depending on the dimensions of the device, you may need to be booked into a fully accessible cabin.

 

My wife’s wheelchair is manual, which was already declared and is therefore unaffected by the policy change. In spite of this, and having already completed the form in full in Nov last year, with none of our circumstances having changed, our TA says that this form is no longer valid and we have to complete it again. As mentioned, the email does not refer to this at all. This reminds me of the debacle we had with our 65 nighter and the Yellow Fever exemption, when P&O were saying that they wouldn’t accept the official exemption certificates and people had to provide an (easily forged) doctors note, which we paid for and was never asked to produce. P*ss ups and breweries spring to mind. 

[TigerB]

1 minute ago, Selbourne said:

P*ss ups and breweries spring to mind. 

 

You're damn right there young man, but in P&O's case they would now be 12 to 27 percent more expensive than the last one!🙄

[TigerB]

Update (on our circumstances)...

 

I won't be completing the online contact form as it is as useful as a chocolate fireguard...

 

 

Neither of the two options are suitable in our circumstances.  I do not want to discuss an alternative cabin on the same cruise, the one we have now is, in my opinion, wholly suitable; nor do I wish to discuss an alternative sailing.

Furthermore, there is no freetext box.   An email it is then!😠

[janny444]

34 minutes ago, TigerB said:

PUBLIC HEALTH WARNING:   Rant incoming....

 

 

So, we have had three emails this afternoon for three future cruises.

 

On two of them we are booked into a fully accessible cabin, and the email heading reads: 'We may need information from you before your holiday'. It then goes on about the new policy, and suggests we may wish to submit a further questionnaire.  In my view, that is not necessary in our circumstances.

 

On the third cruise we are booked into a partially adapted cabin, and the email heading reads: 'Important information about your holiday',  It goes on about the new policy and states: 'You previously told us that you’re planning to bring a powered mobility device on board. To ensure you have enough space to safely store a powered mobility device in your cabin, we may need to make some changes to your booking.'  It then gives us the option to resubmit the questionnaire, listing an alternative device, or submit a contact form to advise that we cannot bring an alternative device. In respect of the latter, someone will call us back to discuss our needs. The deadline for each is 17th September.

 

For us, we are affected by the following wording in respect of the change in policy: 

'To make sure there is sufficient space for the powered mobility device in the cabin, and to ensure the safety of all guests and crew on board while the powered mobility device is in use around the ship, guests who wish to bring a powered mobility device (this includes the lightweight collapsible scooters such as those from brands including Luggie, Monarch Mobie and TGA) must be booked into a fully accessible cabin, or selected Suite or Mini-suite.'

 

Our lass uses a powered wheelchair for travelling that measures 62cm in width, 82cm in length, and has an unladen weight of 30kg.  She has been using powered wheelchairs for eleven years now, and it has afforded her a great deal more independence than with her previous manual wheelchair use.

 

We have cruised five times on both Arvia and Iona since January 2023; on four of those cruises we have stayed in a partially adapted inside cabin, and our lass has taken the above described wheelchair.  On every occasion, with the bed set as a queen, she has been able to manoeuvre her wheelchair inside the cabin and bathroom comfortably.  That proves that a partially adapted inside cabin on Arvia and Iona is suitable for her needs, using her powered wheelchair, and is safe for her to use.  The new policy from P&O, in classing all powered mobility devices as the same, without any apparent adjustments for personal circumstances and experiences, is, in my opinion, discriminatory.

 

I shall be submitting the contact form and, in doing so, will argue our corner with regard to not being moved from our proven suitable cabin. Somehow, I expect a fight on my hands. I may be wrong; I may get to speak with someone with commonsense.  Watch this space!

 

 

@molecrochip, I would welcome your input on this subject.

 

 

 

 

Don't hold your breath !...common sense & P&O don't always go together 😞

[david63]

I had one today from Cunard saying that I had to advise them at least 14 days pre cruise - I sail on Monday!!

[TigerB]

37 minutes ago, janny444 said:

Don't hold your breath !...common sense & P&O don't always go together 😞

 

That's very true!🙄

 

Anyway, email sent; now I deserve a beer!🍺

[terrierjohn]

3 hours ago, Bin man said:

Just had 5 emails from P and O about their disability form filling. Guess they are covering their backs  ?

Ditto.

[silversurf]

Tried to fill in this form (already done one), but I can’t enter anything in the insurance company etc.

Don’t see anything which would inform them of my condition.

Am I looking at the correct form?

 

 

[Megabear2]

I've three, two Cunard, one P&O.  My husband with his walking stick declaration is not even travelling on one of the Cunard sailings as it is me solo on a fly cruise to Alaska. The really strange bit here is I have an Iona sailing on 5 October for me solo - no form for that one.

 

I too have copies of submission of forms.

 

I am worried about filling in yet more forms, I've already completed three for the ones my husband is on.  However we were checked very thoroughly at Southampton on boarding Aurora on 26th August so I suppose I run a risk if these forms are now "lost" as we were quizzed very thoroughly on the one to one assistance.  

 

As a matter of interest are we being told if they consider the cabins unsuitable you either get cancelled or have to move to a possibly more expensive cabin, ie if your inside is decreed no good and you have to go up grades?

Edited September 3 by Megabear2

[TigerB]

1 hour ago, silversurf said:

Tried to fill in this form (already done one), but I can’t enter anything in the insurance company etc.

Don’t see anything which would inform them of my condition.

Am I looking at the correct form?

 

 

 

Yes, you must be looking at the wrong document. The on-board needs questionnaire doesn't ask for any insurance details or any information about a medical condition. It asks about assistance required and mobility aids and equipment you require or will be bringing onboard with you.

The form is acessed by the following route:

Before You Sail / On-board Needs / Access The Questionnaire 

When you click on the last one it takes you to the page where the cabin occupants are listed, and invites you to click on a link to submit a new questionnaire. It also shows you against each occupants if a questionnaire has previously been submitted, and when.

[Selbourne]

8 minutes ago, TigerB said:

 

Yes, you must be looking at the wrong document. The on-board needs questionnaire doesn't ask for any insurance details or any information about a medical condition. It asks about assistance required and mobility aids and equipment you require or will be bringing onboard with you.

The form is acessed by the following route:

Before You Sail / On-board Needs / Access The Questionnaire 

When you click on the last one it takes you to the page where the cabin occupants are listed, and invites you to click on a link to submit a new questionnaire. It also shows you against each occupants if a questionnaire has previously been submitted, and when.

Exactly the same with Cunard and, in our case, it didn’t show that we’d previously submitted the questionnaire, even though we had and I had retained a copy of it 😡