Royal Caribbean has been accused of treating a family with a disabled child unfairly by imposing fees and cancelling benefits when they tried to update booking names. The parents had planned a cruise for themselves, their severely disabled son, and three carers, but encountered multiple obstacles when they attempted to finalize the names of the care team.
Booking Issues and Charges
In November 2024, the parents booked a July 2026 cruise, securing an accessible cabin for their son, who requires round-the-clock care from a team of eight carers. They booked extra spots for three carers but could not confirm names at the time. Royal Caribbean instructed them to finalize names by April 2025, when the balance was due. When they did so, they were told each name change would cost a £75 fee, and each carer would lose the $325 (£239) onboard credit included in the original booking.
Furthermore, a wheelchair-accessible riverboat excursion they had booked was deemed non-transferable, so it was cancelled for the carers and refunded. The parents noted the trip was no longer listed, preventing them from rebooking for the carers.
Discrimination Concerns
Writing to The Guardian, the parents expressed frustration: "We wouldn’t have this problem if he didn’t have a disability, so it seems highly discriminatory." After the newspaper highlighted the case, Royal Caribbean promptly waived the name-change fees, reinstated the onboard credits, and rebooked the river trip, acknowledging the behaviour potentially breached the Equality Act.
Company Response and New Development
In a separate move, Royal Caribbean announced resident ticket sales for the Royal Beach Club Santorini, emphasizing community partnership and inclusion. The beach club offers authentic Greek cuisine, local beverages, and Aegean Sea views from shaded loungers. Jason Liberty, chairman and CEO, stated: "We are thrilled to welcome the people of Santorini to experience the ultimate beach day with Greek cultural touches."
This incident has raised questions about the cruise line's policies regarding passengers with disabilities and their carers, highlighting the need for equitable treatment.
