Barrier Free Travels

Every now and again I hear a story that really ticks me off. Such is the case this morning when I heard of “Jane’s” horrible experience with a rental scooter on her cruise. Jane did everything right, yet she still got the shaft.

According to her account of things, Jane contracted with Scootaround to provide her a rental scooter on her cruise. But not just any rental scooter — Jane was very specific in her requirements. Since she had booked a standard cabin (thereby freeing up an accessible cabin for someone else who needed it) she needed a scooter that was narrower than 25-inches (the width of the standard cabin doorway). She specifically chose the Pride Revo scooter because it’s only 21.5 inches wide. This model also disassembles easily, so Jane figured that even if the cruise line was off on their doorway measurements (always a possibility) she could still take it apart and bring it inside her cabin.

So far, so good, right? Jane did everything by the book. Scootaround even sent her a manual for the Pride Revo. She was convinced all the details were taken care of. The trouble started when Jane boarded the ship and found a full-size Pride Legend waiting for her; a scooter that couldn’t fit through the door of her standard cabin.

Of course she contacted Scootaround, but apparently they had a very callous attitude about it all. According to Jane, Scootaround only considers the scooter size and model a “request” not something that they guarantee. Gee sounds like a hotel consolidator to me — the kind that will only let you “request” an accessible room, yet takes your money as soon as you hit the “book now” button.

In any case, Jane’s cruise was ruined, and Scootaround would not budge on any type of a refund. She’s disputing the charge now with her credit card company.

I find this whole incident particularly reprehensible because this is a company that deals exclusively with disabled travelers and they ought to know how important size and other specifications are to folks who need to use a scooter on a cruise. In this case it was the difference between fitting in the doorway or being stuck in the hall.

So, renters beware when you sign that scooter rental contract. If you need a specific model, make sure that it’s guaranteed in the contract. And for obvious reasons it’s best to avoid the company Jane did business with — after all anyone can rent a scooter, but Jane was paying a premium price for customer service. Something she obviously didn’t receive.

The whole Tiger Airways denied boarding issue brought a bevy of comments to a mainstream travel board I frequent. Basically the posters were aghast that anything like this could possibly happen, especially in “this day and age”. Of course I had to chime in and inform them that Tiger Airways was not alone. Although US airlines are prohibited from such behavior, that’s not the case around the world. Here are a few examples from my “germ” file.

• South African Airways prohibits wheelchair-users from traveling alone if they can’t transfer independently.
• Regional Express (an Australian carrier) requires that wheelchair-users be accompanied by an attendant.
• An Air France gate agent denied boarding to a wheelchair-user with no limbs, stating that “a head, one bottom and a torso cannot possibly fly on its own.” She was subsequently allowed to board a later flight, but only after she found a companion to travel with her.
• AirAsia will not allow disabled passengers to travel unaccompanied. They also charge for airport wheelchair assistance.
• KLM refuses to board non-ambulatory passengers who are not accompanied by an able bodied escort. The official KLM policy on non-ambulatory passengers is as follows. "The passenger must be accompanied by an escort. They must fly on a wide body aircraft, on a flight with a duration of over three hours; and medical approval must be given (in advance) by KLM’s Medical Department in Amsterdam."
• Norwegian Air Shuttle refuses to transport passengers in power wheelchairs because they can’t store those wheelchairs in their luggage compartments.
• Thai Airways flight attendants asked a paraplegic man to disembark claiming he was a safety risk because he couldn’t get to the toilet. They eventually relented and let him stay aboard when he showed them a ticket stub from his previous flight, showing that he is capable of traveling unaccompanied.
• Brittania Airways refused boarding to two wheelchair-users because they allegedly could not get to the bathroom, even though both of them can walk and demonstrated this to the gate agent.
• Nationwide Airlines (a domestic South African carrier) charges passengers (in some cases as much as $260) for airport wheelchair assistance.
• Alitalia requires wheelchair-users to be accompanied by attendants on all flights over three hours long.
• A wheelchair-user was denied boarding on a United codeshare flight, operated by Lufthansa Airlines, on the basis that he was a safety risk because the gate agent claimed he could not assist in his own evacuation in case of an emergency. He had already traveled cross-country unaccompanied.
• A Scot Airways gate agent refused to board a wheelchair-user and told him that that he couldn't board the plane if he wasn't able to walk. Merlin Suckling, Scot Airways’ director and owner claims that "It’s a well-publicized policy that Scot Airways does not allow wheelchair-bound people to fly on its planes."
• Air New Zealand prohibits employees from helping wheelchair-users transfer to airplane seats. Air New Zealand employees can only help a passenger move their legs, hold the aisle chair while a passenger self-transfers and push the aisle chair to the seat. Passengers who are unable to self-transfer are required to provide their own support person to help with the transfer.

Carlson Hotels Worldwide. is really thinking outside the box as far as access is concerned, with the addition of a new access amenity for their guests with Dwarfism. Beginning next year they will offer Assistive Convenience Kits designed to help make travel more accessible for people of short stature. The kits will be available by July 2007 at all full- service Radisson Hotels & Resorts, Park Plaza Hotels & Resorts, and at select-service Country Inns & Suites By Carlson hotels and Park Inn hotels with more than 120 rooms.

The kits include a stepstool, a reaching tool, a bar to lower the clothes rack in closets and a device to retrofit the latch-hook lock on the door. They were developed with input from Little People of America, a nonprofit organization that provides support and information to people of short stature and their families.

According to Matt Roloff, owner of Direct Access Solutions, the company that created the kits. “People with dwarfism have largely been ignored in ADA laws and guidelines that pertain to hotel companies providing accessible accommodations.”

I’m not sure I entirely agree with that statement, as the lowering of light switches, thermostats, peepholes and other items that is required under the ADA, not only benefits wheelchair-users, but also people of short stature. On the other hand getting into bed can be a challenge for little people, but to be honest, these days it can also be a challenge for wheelchair-users. That’s because bed height was not taken into consideration when the ADA guidelines were originally crafted.

In any case, I don’t mean to take away from what Carlson Hotels did — it is a very good thing. They went beyond the letter of the law to make their properties accessible to more people. Now that’s what I call customer service. And hey, wheelchair-users can also benefit from the kit. I mean, let’s be honest, that reaching tool might come in handy.

So remember to request an Assistive Convenience Kit that the next time you check into a Carlson property. Better yet, give them some business for being the good guys.

I just got some exciting news from Connie George — regarding our September 2007 Emerging Horizons Celebration Cruise on Royal Caribbean’s new Liberty of the Seas. Connie is the agency owner handling all the arrangements for the cruise; and as far as I’m concerned, pretty much the travel agent expert on accessible cruising.

In any case, Connie spent last week down in Florida meeting with the folks in Royal Caribbean’s access department, just to make sure there’s no detail left to chance when it comes to our cruise.

For example, one of her big concerns was about people who use scooters for distance, yet don’t need an accessible cabin. Ordinarily you can’t just park the scooter outside your cabin as it obstructs traffic and it’s a safety hazard; however (because of Connie) the folks at RCI will make special arrangements for safe scooter parking for our group.

And of course, accessible seating in the lounge is also an issue. Connie is on top of that too, and she’s working hard with the folks at RCI to make sure there will be adequate accessible seating for our whole group.

Connie also took her tape measure and inspected as many ships as she could while in Miami. Fortunately the Freedom of the Seas was in port while she was there. Although the Liberty of the Seas is still under construction, Connie now has all the measurements and access details about her sister ship, the Freedom of the Seas; so she knows everything there is to know about the new ship; from bed-height and accessible cabin numbers to the size and locations of the unisex accessible restrooms.

I’m thrilled at the attention Connie is giving to our group. And as always I’m very impressed with the RCI access department. We really made the right choice for this cruise.

IF you’d like to join us, or want to find out more about the Emerging Horizons Celebration Cruise, visit ehcruise.com. And don’t hesitate to contact Connie at connie@cgta.com if you have any questions. After last week, she’s really the expert on access on RCI’s Freedom Class ships.

And hey, if you are looking for that perfect Christmas gift for somebody special, Connie has EH Cruise gift certificates. They make great stocking stuffers! Nothing says ..I love you” quite like a seven-night Caribbean cruise!

Well another airline made the news last week for failing to accommodate a wheelchair-user. This time the culprit is Tiger Airways, a no-frills Singapore-based carrier.

According to reports of the event, the Maillis family was on their way to a long anticipated holiday in Greece when Tiger Airways refused to board 24-year old Anastasia, who uses a wheelchair. The family claims they received prior approval from the airline for Anastasia to travel with them to Greece, and even produced a letter from their travel agent confirming that fact.

Still the gate agent would not budge.

Finally after a lengthy discussion Anastasia was asked to prove she could walk, in front of other passengers. Then she was rudely asked, “What is wrong with you?” But alas, after all the hoop-jumping, the answer was still no.

Admittedly the family is rather tight lipped about the specifics of the incident, as they are still trying to salvage their $15,000 vacation and they are currently negotiating with Tiger Airways. Still the outcome was the same - Anastasia was denied boarding because she is a wheelchair-user.

On a semi-related subject, in the course of my research I discovered that Tiger Airways is another airline that charges passengers for airport wheelchairs. Another strike against them.

Of course Tiger Airways CEO, Tony Davis is very apologetic about the incident, but he pretty much stumbled all over himself in his official statement when he said that the airline does not discriminate against “physically challenged” passengers. He then quickly explained that they do ␄differentiate between the physically challenged and the incapacitated.” He then added that they are not under any obligation to accommodate the incapacitated.

And apparently a 24-year old wheelchair-user who can walk and is traveling with four other family members who are willing and able to assist her, is incapacitated.

Sad. Very Sad.

Best bet is to avoid Tiger Airways at all costs until they come to terms with reality. Perhaps we can incapacitate them in the marketplace.

Tell a friend!