The couple were ‘deflated’ to have both of the cruise holidays they had planned cancelled
A couple have claimed they were ‘rejected’ from two different cruise holidays they had booked due to the husband’s disability.
While cruise holidays are all the range right now, it seems as if there’s trouble in paradise for one couple who have well and truly been through the ringer trying to book their getaways out at sea.
Stephen Rees, 65, and his wife Sue booked two cruises through travel agent ROL Cruise at the start of this year, largely due to the ‘accessibility’ they offer for Stephen, who suffers from motor neurone disease and is a wheelchair user.
The first trip they booked was a 12-day voyage with Cunard Cruises in November of this year, and while the Leicester pair were gearing up for their time out at sea, they began hearing some concerning stories from other wheelchair users on social media.
Stephen Rees and his wife Sue had booked two cruise holidays for November of this year and March of 2025. (Kennedy News and Media)
Some were saying they had been turned away from boarding vessels if there weren’t enough evacuation chairs onboard – which are mandatory to be onboard all vessels if there are passengers who use wheelchairs or mobility scooters.
Despite Stephen filling out an onboard needs form in January stating he required an evacuation chair, to get a bit of peace of mind, the couple contacted their travel agent in July to clear things up.
But they were left feeling ‘deflated’ after being told by ROL that their 12-day Cunard cruise had been cancelled due to a lack of emergency seats.
Though they were refunded for their £4,999 trip, Stephen was left battling for his £800 deposit, leading to the disappointed pair to enquire about the second trip they had lined up with P&O Cruises in March 2025.
Low and behold, this trip was also allegedly cancelled for the exact same reason.
Stephen is a wheelchair user due to his motor neurone disease. (Kennedy News and Media)
“It’s totally wrong,” Stephen said of the cancellations. “You’re looking forward to a holiday and you get deflated because you’ve just been told it’s cancelled.
“We’re experienced cruisers. Our booking agent was aware I’m a wheelchair user because we particularly asked for a fully accessible wheelchair cabin on the boat which you have to book way in advance.
Stephen and Sue are seasoned cruise-goers and they are incredibly disappointed to have had both trips cancelled. (Kennedy News and Media)
“As soon as it had been confirmed and they accepted our deposit, we did as we were told which was to complete the online onboard needs form.”
ROL has since agreed to refund the grandparents their deposit as a gesture of goodwill, with P&O having also refunded their deposit.
A spokesperson for ROL Cruise said: “We are sorry that Mr and Mrs Rees have faced this situation.
“We acknowledge that additional checks from our team, following their booking, could have ensured the travellers completed & returned the required online medical form to the cruise line, in relation to the requirement of an evac chair.
“We sincerely regret any inconvenience caused and can confirm that the customers have received a full refund.”
The trips were cancelled due to a lack of evacuation seats onboard the vessels. (Getty Stock Image)
A spokesperson for P&O Cruises and Cunard, who are both part of Carnival UK, said: “We are so sorry that Mr & Mrs Rees were unable to travel with us.
“Whilst cancelling the holidays was certainly not the outcome Mr & Mrs Rees or we would have wanted we need to adhere to the regulations for assistance in the unlikely case of an emergency which protects the safety and wellbeing of everyone on board, guests and crew alike.
“Although this type of situation is very unlikely, it is regulated by this policy. This mandatory requirement does not permit us to have a more flexible approach, as much as we are pleased to welcome guests of all abilities and mobility on board as we must sail safely and in accordance with the required maritime regulations.”
