So we really really enjoyed our cruise and would be very positive about it all to everyone.
Thank you to the Bolsover crew who managed us into an accessible cabin which was perfect for my elderly mum.
We hadn’t realised how helpful this would be.
By commenting on the next items makes me sad as I don’t want to put a negative spin on what was on the whole a great time .
However, my mum and I were extremely upset by what happened on the disembarkation day.
I had requested assistance (we’ve had this many times before).
When I checked at reception we weren’t down for this and I suspected that was because when we boarded I was able to manage my mum with her own wheelchair, as we didn’t have luggage etc.
Anyway, I clarified that we needed disembarkation assistance and on the day we met in the allocated area.
I adamantly explained that my mum had her own device but we still needed help as I would not be able to leave her to collect cases etc ( my mum cannot see at all well …is almost blind ).
Several times I checked this whilst we waited.
The organiser did say we could go to the baggage area ourselves and get a porter there but we chose to stay and wait for assistance , especially as a fellow traveller with his own mobility scooter had just attempted that and was told to return to the assistance area.
After a 2 hour wait ( which i completely understand as there had been delays offloading baggage etc) our name was called .
However, when I told the attendant mum didn’t need their wheelchair, she took one look at me and remarked with disdain she’s (mum) got you …go yourselves and get a porter.
Firstly the attendant made a massive assumption that I was capable.
Secondly I’d seen lots of other people in their own devices and with friends/family get assistance.
Thirdly, why hadn’t we been told in the beginning to definitely go ourselves ! It was appalling .
Friends of ours who only have a walking stick and are quite able got the assistance without any problem.
We’ve had it no problem before with me there.
For some reason it seemed we were discriminated against because mum ( who is 94) had her own device and I looked reasonably capable.
We were completely refused the assistance , again as I have explained, previously checking in several times that we had our own device.
We had no choice to make our own way to the baggage area.
My mum was so upset because she was worrying about people on the intercruise coach waiting for us for 2 hours and because she had delayed going to the toilet in case our name was called.
Things got worse: when we finally arrived in the baggage area, there were no obvious porters as we had been reassured.
I had to park my mum in an area on her own (she was very distressed) whilst I found the luggage before going to hunt for a porter as no way could I manage my mum’s wheelchair and the luggage.
This was a nightmare: I was literally chasing people in hivis ( many of whom said they were not porters).
Other people were clearly upset too (were queueing for trolleys and porters and lost luggage).
I eventually managed to secure a porter.
We arrived at our coach where people had been sitting for over 2 hours waiting.
It really did give a very sad end to what should have been very joyous memories.
I hope this was a one off because if not, honestly, the organisation for disembarkation needs reviewing.
In spite of this dreadful last day I will be giving a good rating but we are both still very upset about that experience.
I have cried, more for my mum who is now 94 and just did not deserve this treatment.
Thank you
