Accessibility Policy

• Please inform us at the time of booking if you will be bringing a wheelchair, scooter, or rollator on your cruise.
• If you will be using a wheelchair or scooter, we need to book an accessible cabin to ensure your needs are met in accordance with accessibility regulations.
• Two guests using mobility aids may share an adapted cabin if they are able to travel without a carer or companion (see below section called When you’ll need to travel with a carer or companion for more details), subject to cabin availability and safety requirements.
• Mobility aids must be stored inside your cabin to keep corridors clear in case evacuation is necessary, in compliance with safety regulations.
• Some adapted cabins may have limited space for two scooters or wheelchairs. Please contact us in advance to discuss your specific requirements so we can ensure compliance with accessibility regulations and make appropriate arrangements where possible.

• Guests who are blind or partially sighted you will be required to travel with a carer or companion who is not blind or visually impaired.
• We will happily provide an orientation of the ship on embarkation day if requested in advance.
• For Guests with hearing impairment, we recommended you travel with a carer or companion who is not hearing impaired however, this is not essential.
• If you have hearing difficulties, you can request a portable kit for your cabin at the time of booking. The portable kit includes a wireless doorbell and a smoke alarm with a vibrating pillow pad, subject to availability.
• The Neptune Lounge is equipped with infrared hearing loops, and a limited number of headsets are available from Guest Services, in accordance with accessibility standards.
• If you will be travelling with an assistance dog, please inform us at the time of booking and provide all required documentation in accordance with applicable laws and regulations regarding service animals. For more information, please contact our accessibility team.

A companion or carer provides essential support for guests with disabilities, reduced mobility, or physical or mental health conditions, as defined by applicable laws. This person will need to stay in your cabin, the cabin next door, or close by on the same deck, as appropriate to your needs and in accordance with accessibility regulations.

You will be required to travel with a carer or companion if you require assistance with essential daily activities that you are unable to perform independently, including but not limited to:

• Eating and drinking
  (e.g. cutting food, feeding, or maintaining adequate nutrition/hydration, where such assistance is necessary due to a disability or medical condition)
• Personal care
  (e.g. bathing, showering, washing, oral hygiene, or using the toilet, where such assistance is necessary due to a disability or medical condition)
• Complex respiratory support (excluding independent use of CPAP machines)
  (e.g. assistance managing oxygen therapy, breathlessness, or airway clearance, where such assistance is necessary due to a disability or medical condition)
• Dressing and undressing
  (e.g. selecting appropriate clothing and putting it on or removing it , where such assistance is necessary due to a disability or medical condition)
• Medication and basic clinical care
  (e.g. reminders, preparing doses, administering medication, or managing existing wounds such as dressing changes, where such assistance is necessary due to a disability or medical condition)
• Communication
  (e.g. reading written information, writing, speaking, or making/understanding phone calls, where such assistance is necessary due to a disability or medical condition)
• Mobility and transfers
  (e.g. moving around the ship, boarding or disembarking (including tenders and coach transfers), standing, or transferring between bed, chair, or wheelchair/scooter, where such assistance is necessary due to a disability or medical condition)
• Continuous supervision or emotional support
  (e.g. where assistance is needed to manage anxiety, confusion, or safety awareness, due to a disability or medical condition)
• Cognitive or memory-related care
  (e.g. dementia or other conditions affecting orientation, decision-making, or personal safety, where such assistance is necessary due to a disability or medical condition)

You will also be required to travel with a carer or companion if you are unable to independently manage daily living or personal care tasks and receive support at home, whether this is provided part-time or full-time, in accordance with applicable accessibility laws.

Our crew are not permitted or trained to undertake any of the tasks mentioned above, in accordance with applicable laws and regulations. Guests are responsible for arranging any necessary personal care or support.

• Please inform us when you book if you need assistance so we can coordinate with the airline in accordance with applicable accessibility and airline regulations.
• The number of wheelchair and scooter spaces may be limited by airline regulations. We will make reasonable efforts to accommodate your needs in accordance with applicable accessibility laws.
• If you are unable to manage a coach with steps, we will arrange private adapted transfers to and from the ship at no extra cost to you, in accordance with accessibility requirements and subject to availability.
• Guests on our exclusive charter flights will book their own seats when they check in via the airline's website or app, in accordance with airline and accessibility regulations.
• Please note, guests with certain accessibility needs may be unable to book exit row seats, in accordance with airline safety regulations and applicable accessibility laws.

• If you have informed us that you will be using a wheelchair or scooter (or have other accessibility requirements), we will send you our health and accessibility declaration by email in accordance with privacy and accessibility regulations.
• Please complete and return the declaration as soon as possible.
• If additional information is required, a member of our care team will contact you, and your information will be handled in compliance with applicable privacy laws.

If your circumstances change after booking, you must inform us as soon as is reasonably possible.

This allows us to update your booking and make reasonable efforts to arrange the required accommodations. If we are unable to meet your needs in compliance with applicable laws, we will discuss all available options with you, including transferring to a different cruise or ship, or providing a refund where required by law.

• If you arrive with a scooter, wheelchair, or rollator you have not informed us about, you will need to speak to our check-in team. If we cannot safely meet your needs in compliance with applicable accessibility laws, we may be unable to allow boarding. We will make reasonable efforts to accommodate you where possible.
• If you are required to travel with a carer or companion and have not arranged this, we may be unable to allow boarding in accordance with applicable accessibility laws. We will make reasonable efforts to accommodate you where possible.
• If you arrive without providing advance notice of bringing an assistance dog, or without the re quired documentation, we may be unable to allow boarding in accordance with applicable service animal regulations. We will make reasonable efforts to accommodate you where possible.

When boarding is denied because you have not informed us of accessibility requirements, or changes to previously informed requirements, refunds will be handled in accordance with applicable consumer protection and accessibility laws.

• Lifts are available and maintained in accordance with accessibility standards.
• Doors to outside decks may be heavy and are not automatic.
• Adapted cabin doors (and bathroom doors) are not all power assisted or automatic. If you require assistance, please inform us in advance so we can make reasonable accommodations in accordance with accessibility standards.
• If you use a mobility aid, there are shallow ramps and risers to assist you in moving about the ship, in accordance with accessibility standards. If you require additional assistance, please contact our accessibility team.

• We cannot guarantee that shuttle buses will have step-free access. Where possible, we will make reasonable efforts to arrange accessible transportation in accordance with accessibility standards.
• If you need help getting on a shuttle bus, a carer or companion may assist you.
• Guests using collapsible mobility aids must be able to fold these and transfer onto the bus (either independently or with support from a companion or carer)

• Most ports in the UK and overseas do not have an air bridge for boarding or leaving the ship therefore, a sloped or stepped gangway will be used. We will make reasonable efforts to provide assistance in accordance with accessibility standards however, if you require assistance your companion or carer should be able to provide this.
• Sloped gangways can be very steep depending on the tide. Your companion or carer must provide assistance as needed, and additional support may be available upon request in accordance with accessibility standards.
• If you are travelling alone, you must be able to manage the gangways independently. If you are unable to do so, please refer to the section on travelling with a carer or companion.
• If you have any concerns, please check with us before booking.
• You cannot take wheelchairs and scooters weighing more than 25kg off the ship at any port unless an air bridge is used to leave and board the ship or the mobility device can be dismantled. If your device can be dismantled, each individual part must not weigh more than 25kg and you or someone you are travelling with must dismantle and reassemble it. These requirements are in accordance with safety and accessibility regulations. If you require assistance, please contact us in advance to discuss available options.

• If you wish to book an organised excursion, you must be able to climb coach steps (your carer or companion may assist you, and they must travel with you). Reasonable accommodations may be available upon request in accordance with accessibility standards.
• We cannot guarantee that all attractions will be accessible for people with limited mobility or those accompanied by an assistance dog. Please inquire at the time of booking so we can provide information and make reasonable efforts to accommodate your needs.
• You may arrange private tours with suitable transport through our shore tours team, subject to availability and in accordance with accessibility standards.

• We will inform you at the time of booking if your itinerary includes tender ports (where small boats are used to carry guests from the ship to port and back again). Tender ports are shown in our brochure and on our website.
• Although we try to avoid making changes to your booking, whether or not we need to use tender boats may change during the cruise and we may not be able to provide advance notice.
• For safety reasons, you cannot board a tender boat if you are in a non-collapsible wheelchair. However, you may take a collapsible wheelchair on a tender boat as long as you can board the boat with minimal assistance from your companion, carer, or, where feasible our crew.
• Please be advised that the stairs from the ship to the tender are steep and there is a gap between the stair and tender when boarding.