No oxygen- no cruise

[atheresa]

My friend and I booked a 4 day cruise of RCI sovereign. She needs oxygen and has difficulty walking. I finally convinced her that just because she was disabled didn't mean she could not travel. She arranged for an independent company to bring a scooter and another to deliver oxygen and compressor. The scooter was there when we arrived but the o2 wasn't. I checked at the guest services at 1:00. They said it would e delivered with our bags. They said don't worry at 2:00. At 3:00 I asked when we should worry. They said check at 4:00. I did. That was the lifeboat drill and I finally found someone to take me to the deliveries manager and guest services manager. Boat is scheduled to leave at 5:00. They finally call the dock and find out no o2 delivered and they say we have to leave the boat because she needs o2 and they don't have any.

We were escorted off the ship and it pulled out without us as we stood there and cried. RCI has offered us a voucher for half of what we paid. I have not yet accepted. I think we deserve a new cruise. The oxygen company says they don't know what happened. We are pursuing that. We drove 9 hours for this. We are heartbroken!

Has anybody else had something similar happen? What rights, if any, do we have? Will my trip insurance cover this?

[Queenie2]

I would go after the o2 company. You had a contract with them. Ask them where they delivered it and who signed for it. If they can produce proof that indeed it was delivered to the *right* place then it's a RCI issue. If not, then go after the oxygen supplier. But you have to find out who dropped the ball. And IMHO, it's up to the o2 supplier to prove they delivered it to the right place.

 

Candy

[Solo1959]

I would go after the o2 company. You had a contract with them. Ask them where they delivered it and who signed for it. If they can produce proof that indeed it was delivered to the *right* place then it's a RCI issue. If not, then go after the oxygen supplier. But you have to find out who dropped the ball. And IMHO, it's up to the o2 supplier to prove they delivered it to the right place.

I strongly agree! Plus, if the oxygen was not delivered, the O2 company would be responsible for the scooter cost, the transporation to the ship costs, everything!!! RCI did the right thing by offering 50% because they didn't check for the O2 until it was too late to call them, and they kept assuring you that the O2 would be delivered to the room. You have no opportunity nor reason to contact the O2 company because of RCI. So they did right by their offer.

[sailinglisa]

Queenie is right. Take on the O2 company. RCCL could not let you sail without the oxygen. If the O2 comapny can prove without a doubt that they delivered the O2 to the right pier on the right date at the right time, then go after RCCL. But the O2 company is the first one to blame.

 

I'm sorry that this happened to you and your friend. As a nurse, I know the hassles of arranging transport, delivery, packing, traveling, etc. that is required for those with disabilities. To work so hard to pull this off and have it fall through at the last minute is heartbreaking. I hope some day you and your friend can cruise again!

[JLC@SD]

RCI has offered us a voucher for half of what we paid. I have not yet accepted. I think we deserve a new cruise. The oxygen company says they don't know what happened. We are pursuing that.

 

I do not see why RCI owes you a new cruise......they were not at fault for the non O2 delivery.........and they did what they had to do when you were left without O2........which was the O2 Company's fault.

 

I would take the 50% credit from RCI and sue the O2 Company for the whole cruise cost........which is their liablilty.....;)

[sandyblue029]

I would try to get all costs from the O2 company, take the fifty percent from the cruise line. Upgrade on another cruise and rent a portable O2 unit that will be delivered to your friends home before you leave for the next cruise and she will have wonderful time. I am O2 24/7 and I still love to travel, just a little more trouble than before, sometimes the planning is like when our children were little you just cannot get in the car and go. But what a terrible experience to go through.

[cusyl]

What a shame, looking forward to the cruise, actually getting on the ship and then having to leave. What company was it that let you down? That's just terrible!:eek:

[atheresa]

The o2 company was Apria. They told us that the person that was supposed to deliver it quit without notice. Its a good thing that nobody (hopefully) suffered medical difficulties because of this loser.

 

We are going after Apria to pay for the cruise, and all expenses incurred because of this.

 

RCI was negligent in the fact that no one would check to see if the o2 was actually delivered until it was too late to actually do anything about it.

We started checking with them at 1:00.

[lvtotrvl1]

The o2 company was Apria. They told us that the person that was supposed to deliver it quit without notice. Its a good thing that nobody (hopefully) suffered medical difficulties because of this loser.

 

We are going after Apria to pay for the cruise, and all expenses incurred because of this.

 

RCI was negligent in the fact that no one would check to see if the o2 was actually delivered until it was too late to actually do anything about it.

We started checking with them at 1:00.

 

It really isn't RCI's fault...It is the O2 company. I would have been calling the )2 company from the second I arrived at the pier. It is not RCI's responsibility to check on it, it is the person who ordered it. I am sorry you missed your cruise, and do understand your disspointment, but your relief should be from the )2 company and not RCI.

[kitty9]

Sorry, but RCCI was NOT negligent for your unfortunate happening. They didn't order the oxygen and therefore they are not liable for the delivery or knowing when/if anything a passengers orders is delivered. It's your responsibility to have called the company and asked whether the O2 was delivered. Do you have any idea how many things are delivered to a ship on embarkation day? It is impossible for the ship to have known if/when your O2 was delivered when they have literally hundreds, if not thousands, of items that are delivered to the ship's stores. Not only that, but then you have the thousands of pieces of luggage that are "delivered" to the ship that need sorting. You're not going to get anything from RCCI, as they have no part of this issue. I wish you the best with this awful company.

[Solo1959]

It really isn't RCI's fault...It is the O2 company. .....your relief should be from the )2 company and not RCI.

 

Sorry, but RCCI was NOT negligent for your unfortunate happening. They didn't order the oxygen and therefore they are not liable for the delivery or knowing when/if anything a passengers orders is delivered. .

The OP said that RCI told her not to worry, that the O2 would be delivered to the room before sailing. If they weren't liable to a small degree, they should have told her to contact the supplier rather than to wait for room delivery.

 

The supplier is responsible, however, RCI did offer her a credit which I believe was fair and appropriate.

 

 

It's your responsibility to have called the company and asked whether the O2 was delivered. ....It is impossible for the ship to have known if/when your O2 was delivered when they have literally hundreds, if not thousands, of items that are delivered.....

Yes, that is true, and the supplier is responsible, but RCI did tell her in plain words that the O2 would indeed be delivered to the room. The supplier is responsible, but RCI did mislead the OP and the credit offered was fair and appropriate.

[KL&KR]

We have had problems with Apria on a regular basis, avoid them when possible, and put extra attention into keeping them on track when we have to deal with them. Pain in the b***.

Probably best to warn everyone to watch out for them.

 

Kristen & Kathy

[atheresa]

We intend to go after them for all expenses incurred. That won't begin to cover our anguish over the whole ordeal. We are heartbroken over this ruined vacation. Please let me know if anyone knows of a better o2 company to deal with.

[Kerry's Girls]

If Apria doesn't respond quickly and completely, I think one of your local news stations would find this a very compelling story that could result in Apria offering satisfaction for you. I think a short letter to the President of the company stating the facts and that the obvious and only resolution is a complete refund of your costs. Give them a resonable date to respond and then say you will pursue all options, including getting together with others who have had problems with their company and going to the media.

 

I'm so sorry.

 

- Mia

[AdMaven]

Good luck! My daughter's insurance company contracts with them and they refused to provide an elemental diet to my SIL for his rare disorder unless he had a feeding tube and they made the $$ from the nurse and tube feeding charges. They point blank told my daughter it was about money.

 

Thank goodness her insurance found another provider for them. They were total jerks with her on the phone.

[Wheeler63]

RCI has a exremely good reputation on special needs. It proves it just that they offered you credit. They are horrifically busy on departure day and really don't have time to check. I know people who rely on O2 and cruise on RCI with no problem. You could blame them if they refused delivery or forgot about it, but neither woud appear to be the case here. On the other hand, Apria has a terrible reputation amongst my friends. They know this is life-saving equipment. It's up to them to have a system in place if a driver doesn't show for work, or has an accident.

It's very sad you had that experince. I hope you give it another chance.

While I don't use o2, I am disabled and do empathize - and I also have full trust in RCI from real experience.

[Texalana]

Athersea, I am so sorry this happened to you. I can't imagine how horrible it must have felt to have to leave the ship and watch it sail away without you.

 

I hope you are able to get your refund from Apria, but I would also write a letter to RCL and explain the situation. Guest Services should not have told you not to worry about it, if they didn't know for sure that the oxygen was onboard. They could have at least told you the truth.

 

Again, I am so very sorry this happened to you. :(

 

Texalana :)

[luv2cruiseny]

my mom needs to travel with oxygen and as one of the previous posters stated - we have it delivered at home and than bring it with us. It's a bit of hassel - but it is on wheels - but it's better than being a nervous wreck.

 

Please let your friend know - not to give up because of one bad experience.

[atheresa]

Thanks for the replies. We are going to try again. I was under the impression that you could not bring your own O2. I thought it had to be delivered. I am sure we will not be using Apria again. We had tried to call the local Apria people from the ship, however since it was labor day, we could not reach anyone. We are filing a claim with the travel insurance. If they don't pay us then Apria will. We will be in the hole, though, since we were traveling during a low rate time. We also used credit card points. I doubt the credit card company will refund those.

[Jeano222]

I would have gotten on my cell phone and called the O2 company. I would have called to confirm the day before and then start calling at 1:00 I would never take the cruise line's word to keep checking back. I think the OP had a responisbility in this too. I know that is what I would have done.

[rfbdorf]

That was a terrible thing to have happened.

We rented medical equipment from CareVacations, and it worked well. They were careful to give us their phone number to take wih us, and asked that we call immediately if the equipment was not in the room when we arrived on board.

- Richard

[atheresa]

We tried calling the oxygen company from the ship for over an hour. There was a person at the place that was where we are from, but she and we could not reach anyone local to the ship. We tried repeatedly. It was labor day but someone should have been available.

[dreamerdick]

One of the reasons I have yet to book a cruise is the hassle of trying to go anywhere when you need 02 on a 24/7 basis. Usually ships require you to use 'THEIR' suppier of 02 or from their list of approved suppliers. If this IS the case with you, then the ship does have some responsibility if they recommended your company and it may be why they offered a 50% refund. As reasonable as concentrators are, I would think a ship might have a few in storage for problems like this - they must have 02 in the infirmary for emergencies. There are conflicting stories about bringing your own equipment on board - the special needs department of any cruise company should be able to give specifics and, for a price, guarantee your acceptability and work with your travel insurance company and their approved suppliers to see that you enjoy a comfortable vacation. If you need 02, it is also very hard to lug 02 systems around, especially up a gangway and to your room. Airlines are also a problem when it comes to shipping your own concentrator with you. I sure sympathize with your situation, it is the very reason I have yet to cruise. I'd love to know of any reliable way to cruise other than driving all the way to a port and taking your own system with you. Hope others will chime in.

[LHP]

This is a sad thing to happen. I have read several posts about cruisers needing different supplies that did not arrive resulting in them being left behind.

 

So it sounds like O2 isn't the only problem.

 

Perhaps the cruise lines need to change their system so that the equipment and supplies needed are matched up with the passenger BEFORE they board and allow them to board with all the supplies they need. AND the cruise lines need to require their suppliers to provide a NOON deadline for deliveries!!

[sandyblue029]

I just returned from our second cruise since I have been on oxygen. I am on 3 to 4 liters 24/7. On our first cruise I rented a portable unit that I was also able to use on the plane, then I purchased the unit so that I can go when ever I please. There are five portables that are on the market now that I am aware of, I have an Inogen One. It is battery operated, it also runs on household current and the car, when the unit is plugged in it will recharge the battery. I have five batteries so I can be away from electricity for about 9 hours. It is a fairly small unit, weighs about 9 pounds and is on a cart. On this past cruise I saw three other people on oxygen.

Check into the units and then book a cruise, you will have the time of your life. Or check with Seapuffers, they specialize is cruises for people on O2.