We called in advance to get approval for a handicapped/wheel chair bound member of our party of 10, with four strong men to lift him up and down the stairs. We then purchased advanced tickets through a program from one of our members' employment. We had to pay additional fees/taxes at the ticket booth, where we again confirmed that our handicapped member could ride.
Upon getting halfway onto the ship, Captain Eric came jumping down from above and yelling at us that we couldn't bring our member onto his ship and berating us publicly. When we told him we'd cleared it with management, he said, "I HIGHLY DOUBT THAT!" We were finally allowed onto the ship and the crew directed us where to go. Soon after that, Captain Eric came jumping down from above yelling at us again that we couldn't be there because of life vest storage. This made sense but it was where we'd been directed to go and we told him. He then yelled at us not to argue with him on his ship. We moved across to the other side of the ship as the crew was then directing us. It was a miserable trip and I couldn't wait for it to be over so I could go back and complain to management, which I did as soon as we docked.
We received a call the next day and were offered an apology and a "FULL REFUND". We finally received a refund for our pre-purchase, but not the taxes/fees charged at their booth on the day of our cruise.
It's fine to have a NO HANDICAPPED ALLOWED policy, if that's that you need to do. But then state that when asked in several phone calls and in person at your booth. To receive the reaction and treatment we did was demeaning. The only saving grace is our handicapped member (who we took this trip for in the first place because of his love of pirates) has lost his hearing and couldn't hear Captain Eric's exchanges, or he would have cried.
WORST EXPERIENCE EVER!!! Wish I could give a negative rating.
Response from Host
May 2018
This Captain's actions are no way in line with our company principles or practices. So much so that he is no longer in our employ. As stated in earlier letters of apology we took your input seriously and at this point don't know what else we can do with regards to this incident. If we could change the past we would, but we can not. We are a small family owned and operated business and hold our relationship with our customers dear. We are truly sorry.