A once-in-a-lifetime holiday turned into heartbreak for an elderly mother and her daughter when they were refused boarding at the dock due to a booking mistake.
Ruby Poole, 87, from Austen Grove in Basingstoke, was set to sail on her first cruise – a 7-night journey to the Norwegian Fjords aboard P&O Cruises’ ship Britannia, departing Southampton on 24th May, 2025.
But due to an oversight by Hays Travel in Basingstoke, both she and her daughter, Wendy Tucker, were turned away just steps from the ship.
“We asked about assisted boarding and booking a disabled cabin. They said it was fine, and we thought they had helped us with it.”
The pair had arrived at the port in a taxi, bags checked in, and ready to board when a member of staff stopped them at the terminal.
“We were excited, our cases were taken and put on the ship, and we were taken to board, and a man said to us, ‘We are very sorry but you can’t come onboard as we have not got enough safety chairs.’ My mum was in the terminal, sobbing her heart out.”
P&O Cruises updated its policies on wheelchair- and mobility scooter-users in 2024.
It now insists that all guests must be booked into an appropriate cabin and have registered for needing assistance. This is to make sure that there are enough safety chairs and crew members to help in case of an emergency at sea.
The cruise line has previously denied boarding for at least one other passenger over this change, in May 2024.
Mrs Poole has relied on a wheelchair since suffering a stroke 11 years ago. After losing her husband – who had a fear of water – four years ago, she finally felt ready to try cruising, with her daughter by her side for support.
The Britannia sailing was meant to mark that moment. Instead, the pair say they were left humiliated and deeply upset.
Travel Agent Admits Error
P&O Cruises staff were praised by the family for how they handled the difficult moment, but the frustration remains with Hays Travel, who have acknowledged the error.
“They didn’t press the right button to say my mum was in a wheelchair,” Wendy said. “I have been very patient, but they have only offered us £100 compensation, which I think is disgusting. The whole experience was devastating.”
The cruise cost £2,400, which has since been refunded. Wendy, who works as a housekeeper in a care home, had booked precious time off work to accompany her mother on the trip.
A spokesperson for Hays Travel said:
“We always acknowledge when something has gone wrong and will adapt our colleagues’ training if required. In this instance our customer did not receive the level of service that they should expect from Hays Travel, for which we are sorry. They have received an apology and full refund and have now also accepted the compensation offered.”
P&O Cruises also commented, expressing sympathy for the situation:
“We’re very sorry Wendy and her mother weren’t able to go on their holiday, but I’m glad to hear our port team handled the situation well and that they’ve now received a refund.”
The pair now want to warn other travellers – especially those with accessibility needs – to double-check their tickets, and not assume that all assistance has been properly booked, even when using a travel agent.
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