P&O Swimming Pools

For those who know me you will know that I like to do research no matter what I am doing; I believe you can never do enough.  Next year I have two cruises booked on P&O's Azura.  For years I have been unable to swim due to complications with my left foot, but now I am able to swim as long as the pool has a chair hoist.

Recently I was able to take full advantage of the hoist aboard Aurora and used The Crystal Pool on many occasions and afterwards I was looking forward to use the pools on future cruises on other ships.  The depths of the pool aboard Azura never entered my mind as being a problem.  Karen is only a recent swimmer and because she has to help me get off and on the hoist in the pool I wanted to check the depth.  My first stop was P&O's frequently asked questions and I was shocked by the depth of some of their pools as follows:

Azura
Aqua Pool - (outdoor pool) 1.6 metres to 2.2 metres deep.
Coral Pool - (outdoor pool) 1.6 metres to 2.2 metres deep.
Terrace Pool - (outdoor/adult only) 1.7 metres deep.

1.6 metres is 5.24 feet (shallow end) to 2.2 metres is 7.21feet (deep end).  My local swimming pool is 1.1 metres (3.6 feet, shallow end) to 1.8 metres (5.9 feet, deep end).  On Azura the chair hoist is in the deep end of the pool and I don't understand their logic.  Both ends of the Aqua pool are unsuitable depths to use a hoist because it is unrealistic to expect a carer to help; no one is 7feet tall.  I have contacted P&O to ask how they expect a carer or partner to help with getting someone off the chair hoist when the water is so deep, it is impossible to tread water and help undo a safety belt and lift the chair arms up.  These battery chair hoists barely skim the water.  On Aurora, the chair hoist had to be manoeuvred to the side of the pool and Karen would have to use her weight to pull the hoist seat down to allow me to get on in the water.  As far as I am aware all P&O ships have the same chair hoists and this does worry me.

Below are the other swimming pools that I think you should be aware of within the fleet:

Arcadia
Neptune Pool - Indoor/outdoor pool 1.8 metres deep (5.9 feet)
Aquarius Pool - 2.2 metres deep (7.71 feet)

Britannia1.1
Riviera Pool - outdoor pool 1.65 metres to 2.25 metres deep ( 5.41 feet to 7.38 feet deep)
Lido Pool - outdoor pool 1.65 metres to 2.25 metres deep (5.41 feet to 7.38 feet deep)
Serenity Pool - outdoor pool 1.65 metres to 2.25 metres (5.41 feet to 7.38 feet deep)

Oceana
Riviera Pool - outdoor pool 1.75 metres (5.74 feet deep)

Oriana
Crystal Pool - outdoor pool 1.9 metres (6.23 feet deep)
Riviera Pool - outdoor pool 1.9 metres (6.23 feet deep)
Terrace Pool - outdoor pool 1.9 metres (6.23 feet deep)

Ventura
Laguna Pool - outdoor pool 1.6 metres to 2.2 metres (5.24 feet to 7.21feet)
Beechcomber Pool - outdoor pool 1.6metres to 2.2 metres (5.24 feet to 7.21 feet)
Terrace Pool - outdoor pool 1.7 deep (5.57 feet)

The chair hoists can be found at the following pools:
Britannia - Serenity and Riviera pools - in the shallow end (1.65 metres or 5.41 feet)
Azura - Aqua pool - in deep end (2.2 metres or 7.21 feet)
Arcadia - Neptune pool in shallow end (1.8 metres or 5.9 feet)
Aurora - Crystal pool in shallow end (1.1 metres or 3.6 feet)
Oceana - Riviera pool in shallow end (1.75 metres or 5.74 feet)
Oriana - Does not have a chair hoist.
Ventura - Laguna pool in shallow end (1.6 metres or 5.24 feet)

Apart from Aurora all P&O ships in current service have water depths well over 5 feet, which in my own opinion is far to deep to offer help from a carer or partner if using a hoist.

I have always been loyal to P&O mainly because we do not fly-cruise.  In recent months members of my facebook group have said that the corporation doesn't want disabled or limited mobility passengers onboard and I have always defended the cruise line but recent incidents have made me reconsider.  They cannot openly say they do not want disabled people as that would be discrimination but the dragging of their heels over the platform lifts on Azura and Ventura, which has been nearly two years is a obvious example.  I never considered in a million years that the swimming pools would be massive problem but they are, why put a chair hoist in the deep end on Azura.  Doing this takes away yet another facility, swimming is not only enjoyable but it is my main exercise.  So unless they get their fingers out of their a**, their will be no Retreat and no swimming on my next cruises.  I think they should look at a partial refunds if this effects you.

A member of my group was onboard Britannia two years ago was unable to use the hoist because it was broken and she was told that she could only use it, if she could get out of the swimming without using it, just in case it broke.  I am absolutely horrified, it seems each ship makes up their own rules when it comes to the disabled.  Maybe they should change their hoists to manually operated ones, I use one at my local pool on a regular basis.

How Long Can Something Be Out of Service?

I complained about the out of service lift on Ventura after returning from a special occasion cruise in November 2017 at the time I was fobbed off with variety of lame excuses by reception, unaware that it had been out of service for much of 2017 until I was told about by other cruisers.  In July I contacted David Dingle after a chat on twitter with P&O, in which I was told that there would not be a lift after her refit.  This led to a high priority complaint being raised and since them I have been passed around and between guest relations personnel.  Soon after this I discovered that Azura's lift was also out service after failing safety tests.

On 30th July, I was told this in an email from P&O:
"As the lift services an outside area, this must meet various marine safety guidelines and this is where the difficulties have arose as there are very limited suppliers for this.   I do understand that this has caused issues for a number of passengers and again can only offer my sincere apologies for this.  We are on the right track now with securing a company to complete this work and as agreed I will update you once we have further information."

On 5th August, I was told this by the same guest relations person;

 I have queried this with both our Disability Team and Senior Managers who have advised that the initial time frame is hoped to be 3-6 months, however as per our conversation this cannot be guaranteed at the current time and will depend on sign offs and safety inspections.   As advised as soon as we have further information this will be communicated to passengers via our Communications Team.  I do appreciate that this is frustrating for all concerned but regret that there is little further that we can advise at this stage. 

On the 19th September I received a last email from this guest relations executive to say that all correspondence had be passed onto another guest relations representative in the office of Josh Weinstein.  She has only communicated with me on a couple of occasions and only after I wanted her to confirm the latest update which I was told by a fellow cruiser regarding new lifts.  Her emails are extremely blunt in telling me that guests who have booked Azura will be notified and as my cruise is not until June I am not included, this part of her last email which I received 6th December;
"As the lift repairs are scheduled for early 2019 there is no confirmation as of yet if your cruise will be effected. If there is any impact on your cruise, communications will be sent to all guests who have mobility information on their booking."

This means that the lifts have been out of service for almost two years and I can't see how any corporation can find this acceptable; because I don't.  My next two cruises are on Azura in June and September 2019 and I booked these cruises thinking these lifts would be in service but I am not so sure.  Azura is continually in service from January, so unless they can be replaced them while at sea I don't see how this situation is going to be resolved.  For once I would like P&O to be honest with me, after all I have been loyal to them.

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20th December 2018, for now this is my last update for a while and I hoped to have had better news for Christmas but sadly P&O are dragging their heels.

On 13th December 2018, this was the last proper update from yet another customer relations representative.
"Whilst we understand this may cause disappointment and we are unable to make any emergency repairs, the lifts are due to be fixed early on in 2019. Currently, notifications have been sent to passengers travelling up until April 2019 however, we are unable to confirm an exact date at this time. Repairs are due to be carried out and will be confirmed at our earliest convenience." 

I know this is not what people wanted to hear and I have tried to push for more information which P&O don't want to give for whatever reason.  I do think this is sad because many of us show loyalty to P&O by going back again and again; me included, but P&O show little loyalty to us; its passengers.  We have three future cruises booked with P&O, two on affected ships.  It may mean that we may start to look at other cruise lines.

Aurora Review For R820

Where do I start, well Aurora was the first ship that Karen and I went on together in 2008 and so we have always had a soft spot for her.  This was the first time that we have sailed on her since then.  Both of us remember bits of the ship but so much has changed in ten years.  They have added the Beach House and Sindus and she has been refurbished a couple of times.
We had an ocean view cabin (E129) on E Deck in twin configuration. These cabins are mainly on E and F Decks I would describe them as bijou.  There was plenty of room for our cases under the beds and we had two double wardrobes with a drawer at the bottom of each.  There was a chest of four drawers and each bedside cabinet had another four drawers.  Each cabin has a small chaise longue, a small table and tea and coffee making facilities.  There was a fridge and safe, to use the safe a four digit code is required and is personal to you.

These pictures don't show it but I was able to stand my rollator at the bottom of the bed, still leaving us enough room to walk around.  For people who can manage in a standard cabin the bathroom step was 9.3cm, it was the usual shower, toilet and vanity unit with mirrored cabinets.  For anyone like myself who can manage a standard cabin these are ideally situated for the Medina Restaurant (freedom dining) which is at mid ship on E Deck.  Our cabin was near the forward lifts and we found the easiest way to move around Aurora was to go up to the Promenade Deck and walk through without problems.

I generally found Aurora to be very accessible but there were however a few things that could be improved if given a little thought.  

The Curzan Theatre had two viewing areas for full time wheelchair users, but for those of us that use other mobility aids it is not very accessible unless you can climb a step to access a row or are able to use steps within the auditorium.  They have several rows at the back of the auditorium, with several end seats being reserved for disabled people, but unless you are able to climb a step they are useless.

The cinema again had viewing areas at the back for wheelchair users, but again each row had a step to negotiate which again made it difficult for me to access alone with my rollator.

The three main access doors on either side of the ship that give access onto the promenade deck are manually opened and are both heavy and awkward.  I was unable to access the promenade unless I was with Karen, limiting my independence.  It would be a help if they were replaced with automatic doors.

We ate in the following places the MDR, Beach House and Glass House.  Each gave excellent access.  However, in the MDR I was often taken to the far side of the restaurant using my rollator.  This was commented on several times by other passengers who wondered why a table closer to the main entrance couldn't have been found for me.  At times it was difficult to manoeuvre especially when busy.  Generally most waiters were very helpful with taking it away and returning it at the end of a meal, but one or two did watch me struggle to close it and find a suitable place for it to stand.

At home I consider myself to be independent but I have to say on Aurora I found it hard at times.  Unlike younger ships (Azura, Ventura & Britannia) which I have cruised on and have been able to use the theatre and promenade deck on my own.  In her refit in 2019 I would suggest that they should look at changing manual doors into automatic as her clientele will be changing to adult only and I suspect the age of passengers using this beautiful ship will rise.

A Letter of Thanks Would Have Meant More than a Bouquet of Flowers

Please don't get me wrong I don't mean to sound selfish or ungrateful, its a nice bouquet of flowers but it's nothing special and knowing that it was just done as an order from P&O to Tordoffs the ultimate gift service means that no thought was done behind it.

Two weeks ago I contacted P&O to discuss to incidents which had happened while on by last cruise and in a call back was offered a choice of wine and chocolates or bouquet of flowers for my loyalty to P&O and I chose the flowers.

Flowers from Tordoffs

I had P&O aren't known for keeping their word, unless pushed and after a week and still no flowers, I called their guest relations only to discover I would never have got the flowers if I hadn't called.  Apparently the order was completed but never requested and by the way the advisor was talking if I hadn't called it would have gone unnoticed. All this chap did was to press the order button.  The following day I received a call from Tordoff's to discuss when they could deliver the flowers and I have had to wait for another week.

The bouquet consists of lilies and pink roses and a soggy complimentary slip from P&O.  I get the feeling the way it was packaged and sent this company sent out hundreds of these bouquets on behalf of P&O all the time.

Before my last call to P&O I had decided to take my the two incidents to a complaint because once I had terminated my original call I thought about how I was spoken to and what was said.  Being disabled I should be used to people verbally patting me on the head or patronizing me, but when I hear it from a company who should know better it infuriates me.  One, to be asked if I look disabled as sometimes people don't, was annoying to say the least.  Two, when I explained I had Cerebral Palsy the advisor replied 'bless you', I actually felt like Tiny Tim and very embarrassed.  This shows me the lack of training and understanding that is given.

Understanding and Knowledge Has To Be Improved (Part One)

I have been a disability campaigner for many years and most of the time it has been both frustrating and rewarding.  But I often feel like I'm in a hamster's wheel going around in circles going nowhere fast.  The one thing that keeps me going is knowing that I have made change that has benefited hundreds of people and that is what fuels the fire in my belly to keep trying.

It is mainly the bigger companies and corporations that are severely lacking in their disability knowledge.  P&O is a prime example of this in their understanding and knowledge of some disabilities, where a person who uses an aid such as a rollator or walker to move around seems to be almost invisible to them.  Let's face it these aids aren't the height of fashion and some one wouldn't use one unless they had to.

For many years when getting back onboard ship after a day in port I have been asked by the security officers if I can walk without my rollator, to which I answer 'no'.  There is always a few seconds of uncomfortable silence from them before letting me proceed onto the ship.  On my last cruise (October 2018) I told the security officer when asked that I could not walk without my rollator and after a minute or so she offered me her arm for balance, but followed it by saying she could not offer me anymore support than that.  I replied that I needed more support, to which she let me through.  It was embarrassing for the both of us.  Since returning home I have discovered I am not alone and many other disabled people who use these aids are treated exactly the same way, it is simply not good enough.

P&O's lack of knowledge and understanding is also evident in their medical questionnaire, which is sent to passengers upon request prior to their cruise.  Several areas show that their is no understanding, for instance when asking if someone can climb coach steps, the only options are 'yes' and 'no' with no follow up question.  Another question is regarding emergency evacuation, for those passengers who are full-time wheelchair or scooters users there is full assistance offered. For those passengers who use rollators, walkers, sticks and crutches only guidance down the stairs is offered.  I contacted P&O to ask what I should do as in an evacuation situation I have always used a evac chair and as a user of a rollator I would not be offered help because it is assumed I can still walk without my rollator.  The same goes for the coach steps, I was advised to free type my needs onto the questionnaire and return.  I have done this but for all I know it is floating around in space, with no contact from the cruise line regarding the additional information I supplied.  It is a worry as I am not sure what would happen in a real emergency, my friend jokes she would drag me down the stairs on a sheet, but it is no joke.

Both their website and disability factsheet sent with the questionnaire assume that part-time wheelchair and scooter users can collapse them and store them inside the coaches hold before climbing the coach.  Accessible shuttle buses it seems are meant for full-time manual wheelchair users, leaving the rest of us to sort our own transport.  But what P&O don't let disabled passengers know that if they cannot use the transport provided, they can use a taxi and claim the fare back from the ships reception as long as they paid select fare.  I only discovered this after doing some research for my group.  Prior to this I have contacted P&O regarding refusal to use accessible shuttle bus while in Tenerife and La Gomera, the complaint is being investigated, but in the meantime P&O are sending me a gift bouquet, yet to be received.

I have CP (Cerebral Palsy) a disability which is often associated with brain damage and so you often get spoken to slowly, thank god P&O didn't do this but after telling an advisor I have CP I got a patronizing 'bless you'.  This cruise line like so many other companies and corporations need to up their game.  It was recently send to me by someone that they believed P&O don't want disabled passengers, I personally don't believe that and I feel that they have got left behind somewhere.  Whether they are not employing the right people to advise them on disability I don't know, I hope that is not the case but fear it might be.  I always say and believe that you can't know what it is like until you have walked in my shoes for a day.

A Bit of a Taboo Subject

I have decided to write a piece on scattering ashes at sea after seeing a elderly passenger on ITV's 'The Cruise' being allowed to do it.  I can't comment on the procedures leading up to it, but I can comment on scattering ashes at sea and I have to say I felt sorry for the lady it certainly wasn't like that for me.
My mother Muriel had fallen in love with the Canary Islands and had asked to have some of her ashes scattered somewhere warm and sunny.  It was something that I thought was impossible, but by pure chance I saw a post one day about someone on a recent cruise that had scattered ashes.  I immediately contacted my cruise agent to see if it would be possible on my upcoming cruise.  Initially the information I received was a bit confusing until someone explained the process.  There are four things that have to be put in place before you sail and they are:

1.  The Captain must agree to it.
2.  The port authority of the country has to give permission.
3. You need a cremation certificate which you can get from the crematorium to show what type of ashes you are taking on board.
4.  The ashes must be in a bio-degradable box.

I was sent a letter which I had to present at the information desk in the terminal and my party was taken on board.  We was told that a officer also called Karen would contact me on the first sea day to discuss arrangements.  It felt right to keep mum's ashes close by us for a few days in our cabin.  On meeting Karen I was told there would be a short service taken by Captain Pembridge and I was offered a choice of two, I chose the non-religious one.  I was able to have a wreath made by the ships florist; it was beautiful sunshine colours, mum would have loved it.  I was told a couple of days before the scattering I had to hand over the ashes for an officer to check.

The ceremony was to take place after we left Lanzarote at sunset.  At this point I wasn't sure what to expect but my expectations were surpassed.  We were taken to a private area where Captain Pembridge and another officer were waiting with everything ready.  A side door was opened and the ceremony went ahead to commit the ashes to the sea.  I was asked if I wanted to say something about my mum and then the officer held onto be as I threw the wreath into the ocean, we stood and watched it disappear into the distance.  Captain logged it in the ships log and several days later I received a certificate which stated that my mums ashes were committed to the sea giving the exact position, date and time.

For me it gave closure knowing my mum would approve.  P&O on this occasion could not have done better, the support I had from the crew was wonderful throughout my cruise.  Thank you to everyone who made it possible.

Welcome to My World.......

This is my blog about my experiences of travelling with a disability.  I won’t lie at times it had been both challenging and frustrating, but if you can get passed that cruising is a wonder way to see our beautiful world.  Cruising is something that I have been passionate about since I was a small child listening to my godmother’s adventures on the seas and took my first cruise in 1982.

For a few years I took your traditional sun holidays but with a declining health I looked for an alternative way to holiday and cruising seemed the natural choice.  One tip I have is to do your research look at the deck plans and the symbols and confirm with your cruise agent the details are correct, you can never do too much research.  Look up the cruise lines policy when it comes to scooters to see if they have restrictions on what cabins are available to them.

I am incredibly lucky that for the past ten years I have cruised with my best friend and without her help it wouldn’t be possible.  We both love cruising and like everyone we have a bucket list.

I also have a just started a group on Facebook called Cruising-The Disabled Way and is for those of us who have limited mobility.  Both my blog and Facebook page are for anyone who shares my passion for cruising and they can talk about any cruise line.  I do not understand why people think you should be loyal to one cruise line, I myself have used three and everyone is different in their own way.  It doesn’t matter which cruise line I am embarking on I still get the same goose bumps.  I hope you enjoy reading my new blog it is only in its infancy as is my Facebook group.