Poor handicap assistance on Norwegian breakaway

[Haberlejohn]

on our recent cruise poor assistance to my handicapped wife while getting breakfast. Also no assistance at bottom of gangway and I had to push her in her wheelchair up the gangway to board the ship in Bermuda. Obvious disability as she only has one leg. I compare this to princess cruise line who have been excellent , princess see us coming and immediately act to help us. That is why I was upset because of positive experience with princess cruise line, Norwegian did not measure up to those standards

[fshagan]

I'm sorry you had such a poor experience. :(

 

We haven't sailed with a person in a wheelchair, and only with family members using walkers. We always found NCL to be pretty good at anticipating their needs, but I completely understand your frustration when your experience with Princess has been so much better.

[Steve007NY]

I think this may be a function of individuals rather than the cruise line. When we've traveled with my mom,87 in a wheelchair and with some memory issues,Norwegian staff have been absolutely wonderful-

[Two Wheels Only]

There is some info HERE

Some in a wheelchair may not want the help while some appreciate it.

Did you contact NCL before the cruise and make arrangements before sailing? (accessdesk@ncl.com)

[cruiselovwe]

I have travelled on The Breakaway 5 times and use a wheelchair and I have nothing but praise for the staff. From the moment we enter the port we have had assistance. During the cruise the staff have been more than helpful and I have often told friends how there was always someone offering to help. Sorry you have not had the same experience.

[Buford T Justiice]

If you consider NCL / Bermuda in the future, I have found that the NCL sun canopy / refreshment area in Bermuda to a good place to rest and line up assistance for the gangway.

[Budget Queen]

On the other hand, I have been very independent with traveling with a wheel chair user. I do not depend on others for help and pack and organize efficiently, for no assistance needed. I've seen some passengers expect almost personal assistant service.

 

I have had excellent cruise ship assistance offered. but never expect it. I always tip as well, which it seems the bulk don't.

 

Just a different point of view that works well for me.

[NLH Arizona]

Sorry for you unhappy experience. Did you ask for help and were refused? Also, did you let NCL know when you made your reservation that you would need assistance getting onboard the ship?

[packer99]

on our recent cruise poor assistance to my handicapped wife while getting breakfast. Also no assistance at bottom of gangway and I had to push her in her wheelchair up the gangway to board the ship in Bermuda. Obvious disability as she only has one leg. I compare this to princess cruise line who have been excellent , princess see us coming and immediately act to help us. That is why I was upset because of positive experience with princess cruise line, Norwegian did not measure up to those standards

 

Did you ask for help?

[CasinoCruzGirl]

on our recent cruise poor assistance to my handicapped wife while getting breakfast. Also no assistance at bottom of gangway and I had to push her in her wheelchair up the gangway to board the ship in Bermuda. Obvious disability as she only has one leg. I compare this to princess cruise line who have been excellent , princess see us coming and immediately act to help us. That is why I was upset because of positive experience with princess cruise line, Norwegian did not measure up to those standards

 

I have had a scooter on my cruises and have ALWAYS had great help from NCL they actually drive it up and down the ramp for me. I'm sure it wasn't intentional with them not helping you. Why didn't you ask?

[mking8288]

Can OP please elaborate, with a little bit more details, if possible - "poor assistance ... while getting breakfast" ?? (I can only guess it's at the buffet ... which by definition and knowing the BA's cafe layout & setup, can be crazy during peak hours)

 

But, we much rather go to the MDR or even O'Sheehan's and be served. I've seen the very, limited # of designated or reserved table for accessible passengers used and/or occupied by others, who, appeared could've taken another table nearby or waiting. Most definitely, also seen crew member giving almost personalized services to passengers in scooters or other assisted devices.

 

Was the unsatisfactory services brought to the attention of Guest Services while onboard ?

[newmexicoNita]

on our recent cruise poor assistance to my handicapped wife while getting breakfast. Also no assistance at bottom of gangway and I had to push her in her wheelchair up the gangway to board the ship in Bermuda. Obvious disability as she only has one leg. I compare this to princess cruise line who have been excellent , princess see us coming and immediately act to help us. That is why I was upset because of positive experience with princess cruise line, Norwegian did not measure up to those standards

anyone notice another first time poster? Wonder how many of them are related?

that certainly wasn't our experience on the Breakaway last April. the crew went out of their way to help physically challenged people. In fact one man, it a motorized scooter was in the dining room several times we were. The wait staff even helped cut his food for him and people in wheel chairs were usherd on and off the ship first. I don't know what more they could do. In fact, I was hoping those who depend on the crew to help also reward them with a decent tip. We will be using some assistance for my husband on our next cruise, just getting on and off the ship. Other than that he will be using his walker probably but will not expect anyone to assist him. If they do, we will make sure they are rewarded. :)

I wonder if the OP notified NCL ahead of time. I know our TA is doing this for us. We also realize there are things that a challenged person probably can not do and we plan on basing our acitivities around what can and can not be done.

Edited September 6, 2017 by newmexicoNita

[blackwing]

I too am curious about "poor assistance while getting breakfast". Does NCL normally provide a personal assistant to go around with people in wheelchairs while they dictate what they want? Because isn't that what OP as her husband can be doing?

 

If it's more an issue of access, as in, the hallway was too narrow or there were no tables open that could accomodate a wheelchair, that I can understand. But if it is an issue of "nobody got my food for me", then that's on OP.

[jakesnana]

When we used to travel with my Mom (who used a walker) as soon as she got into the buffet line a staff member would come to assist her while getting her food and then carry her tray over to the table. This was several years ago so it may have changed with all the cutbacks, but I have seen staff assist other people on the ship who were in the same situation recently. I'm sure the fact that my Mom would tip each person who helped her didn't go unnoticed either :)

[Peachypooh]

Another first time poster. That said my brother said it was almost impossible if in a wheelchair or scooter to get through some of the hallways while the stewards were making up the rooms.

[PelicanBill]

We've had mixed results. Sometimes help was readily available, sometimes not. Sometimes my wife had to seek out help at the buffet if I wasn't with her. Getting on and off the ship is difficult. Sometimes a wheelchair helps; sometimes it's easier to walk slowly. Embarcation is well done, with the lounge located all the way up so you have one long walk to get there and check in, a rest, and then a walk or wheelchair up as a group. Getting off was difficult. The staging area was in the Theater, which made for a longer walk or wheelchair push to get off the ship. And because the group is "mixed" for luggage colors, they hold you until all the luggage is off the ship and staged. You don't get to go with your color. Since our car was parked at the pier this made the wait almost an hour longer to leave. The next trip we sucked it up and self disembarked. At least she got a wheelchair once we reached the building and a porter helped once we were downstairs.

[luckyinpa]

my friend is blind and i inquired weeks before cruising out of NYC if any special accommodations could be had? lugging 2 kids in tow with luggage etc through security etc would be a tad tricky. we were given a number to call Mary when we arrived at the terminal. We waited mere minutes until she arrived and basically our hand was held through security , directed to an expedited check in. (i think it was the casino line) then headed back to seating. strangely enough the seating for handicapped is waaaayyyy at the rear of the terminal. but you embark pretty much at the same time as haven guests and it was a wonderful experience. i felt sooo bad for Mary as she literally stood there while we got checked in and it seemed to take forever. she would not take a dime from me as she dropped the money i had put in her hand when we shook hands because i felt she went above and beyond anything i expected. however her quality of care is something i wont soon forget. this was 1st cruise for my friend and her kids and i wanted it to start off well and it did.

 

we asked guest services about disemark and were given the name of a person to look for in the BA theater which is apparently where the upper levels also disembark. Again good service. also on the tenders for the island the employees were helpful.

 

in the front of the NYC terminal i did see a bunch of wheelchairs waiting so i'm not sure how they check you in but the handi area did fill up near embark time. but there seemed to be good accommodation for them.

[Haberlejohn]

As stated previously my complaint against Norwegian is based on previous cruises with Princess. There was no comparison in service provided. Princess has always been proactive, that's just common courtesy!,!

[Two Wheels Only]

Princess has always been proactive, that's just common courtesy!,!

 

There are 2 sides.

 

Some may love when the cruise-line is proactive. Some may not want the help. It seems that NCL would rather wait for the request before assuming that the person wants the help. Sometimes, a person's pride is stronger than their desire for help.

[QuickieGlenn]

As stated previously my complaint against Norwegian is based on previous cruises with Princess. There was no comparison in service provided. Princess has always been proactive, that's just common courtesy!,!

 

Being a full time wheelchair user and have been on a few NCL cruises, I have always been asked if I needed help, I only have asked for help if the ramp is a bit steep getting back on, getting off is no problem, wheelie the whole way down. The y follow me around the buffet asking if I need help.

 

I think if you are nice, smile and be respectful you will get help no matter where you are

[cml4958]

You still have not answered many of the questions previous posters have asked. Why is that? If you feel Princess treated you better and no longer want to sail on NCL, that is your choice. We've heard your complaint and many others have offered opposite experiences. Maybe your expectations were too high?

[fshagan]

I too am curious about "poor assistance while getting breakfast". Does NCL normally provide a personal assistant to go around with people in wheelchairs while they dictate what they want? Because isn't that what OP as her husband can be doing?

 

If it's more an issue of access, as in, the hallway was too narrow or there were no tables open that could accomodate a wheelchair, that I can understand. But if it is an issue of "nobody got my food for me", then that's on OP.

 

I know NCL does not have trays any longer (and haven't for quite a while). That can make it hard for a caregiver to retrieve food, having to make multiple trips through the buffet. And the buffet can be very busy at times.

[newmexicoNita]

As stated previously my complaint against Norwegian is based on previous cruises with Princess. There was no comparison in service provided. Princess has always been proactive, that's just common courtesy!,!

and some of us are saying is based on our experience NCL has been very helpful with physically challenged guest. I can say, when we have cruised Princess we didn't see the staff do anything different than NCL. that was our experience. That is all I can say. There are things, as you know, those who are challenegd have to give up. BTW, the Breakaway, especially departing at the end of the cruise is a total pain regardless as to whether a person in handicapped or not. It is a long way from the ship to the sidewalk. I can imagine how hard it is for someone in a wheel chair.

My husband and I have decided if he does plan to use his walker on our cruise which he may not, we will avoid the buffet. We don't want to hold everyone else up and we don't expect people to wait on him every minute.

[luckyinpa]

My husband and I have decided if he does plan to use his walker on our cruise which he may not, we will avoid the buffet. We don't want to hold everyone else up and we don't expect people to wait on him every minute.

 

this is wrong from the perspective of bothering others. your money is just as good as theirs and many are so rude to people regardless. so stand and go slow. let people wait! enjoy the food!

 

when people are right up your back just reach around to scratch your back and when you hit someone in back of you say 'OMG i'm so sorry, i had no idea you were this close to me. and hey while you are back there.......' they will move back in hurry

 

or lean back and whisper in their ear that you have a flatulence problem and they may want to not be so close. :loudcry:

[DCP]

We had a handicapped friend with us our last cruise, and were very pleased with the staff of NCL. Even the guests that got to know him helped him when/if he needed it. I think a little kindness and politeness goes a long way, Mark's experience was amazing for his cruise. The previous poster that said if you ask, they will help hit it right. They do not want to interfere if someone doesn't want help, and there are a lot of disabled people who would rather do for themselves. Just ask politely, and they will respond quickly.