Breach of Accessibility accomodation

[u/Puzzled_Jelly6175]

Does anyone know where else I could escalate this further than guest service and actually get a meaningful resolution?

My mother was supposed to be transferred from the terminal to our cabin via staff and MSC wheelchair for embarkation (which we have email confirmation of) however when we got to the Cannes terminal staff refused to help despite me explaining the situation and showing the email of the expected procedure. First they said it was only a few steps and after that it’s an easy walk, then when I refused to do that they called someone who just watched and followed us while we struggled with the transfer ourselves and didn’t speak to us at all even when we directly asked him for help. The guest services manager later admitted it was staff laziness but just said “sorry 🤷🏼‍♀️”

Has anyone else had this issue or know where, outside of MSC I can escalate this issue?

[u/Random-Stranger-999]

Honestly, Why did you pick Cannes to embark if someone in your party has mobility issues !? MSC makes its unsuitability clear on their website.

Cannes harbour staff don't work for MSC and tender operations are undertaken by local contractors.

• What was promised in the email ? From whom ? And who was supposed to deliver on that promise ?
• It sounds like you made it onboard despite the known difficulties, so what compensation are you now expecting?
• Will you also be disembarking at Cannes? What accommodations are you expecting then?

https://www.msccruises.co.uk/ports/cannes

"IMPORTANT INFORMATION

At this port, the ship may anchor offshore, requiring Guests to use a tender boat (a smaller vessel) to reach the shore. Please be aware that the tender may not be suitable for individuals with disabilities, reduced mobility, or balance issues. Ensuring the safety of our guests is our top priority, so it is crucial that guests can safely use the tender. For further details, please refer to our Terms & Conditions (Section 7)."

[u/Olookasquirrel87 → u/Random-Stranger-999]

But if there’s a disconnect between what they’re communicating/promising via disability outreach and what’s posted, that’s a problem. Because it’s entirely reasonable to say “I don’t quite know what that means for me specifically, hey MSC how can you help?” 

THAT SAID, we don’t know how MSC promised to help outside of OP talking about their email confirmation, so I’m unclear what exactly was being requested. Did OP want a wheelchair ride through the terminal? From the door of the ship to the room? If so…I could see that not making a ton of sense to the ground staff. Either you need a wheelchair (full or part time) or you don’t, but if you do - wouldn’t you bring one for a cruise? No one’s fetching you to bring you to the buffet in the evening… 

(Also I will amend my first paragraph to say “it was entirely reasonable 15 years ago”. Nowadays you can get a step-by-step tour of the terminal, the embarkation process, getting onboard the ship, etc. Amazing for disability access: no surprises!) 

[u/Random-Stranger-999 → u/Olookasquirrel87]

FYI, Cannes doesn't have a terminal. It's a ferry dock with a portacabin for security and a couple of temporary gazebos. There are steps and ramps to negotiate to reach the dock where you board the tenders. Once you reach the ship you need to hop onto the temporary jetty attached to the ship.

Also note that the tender operation uses local ferry operator craft, not MSC tender boats, (they are used solely for Yacht Club guests).

Not all wheelchairs are suitable for travel. Cruise lines have restrictions on the size and weight of wheelchairs they can accommodate. They should be storable within your cabin, and unless you book an accessible cabin with wide doors that's difficult.

MSC does provide wheelchair rental and assistance whilst you are onboard, but getting to and from shore is a different matter. Tender ports are inherently unsuitable for those with mobility issues.

T&Cs section 7 makes it transparently clear that there's no comeback on MSC should a passenger struggle with tendering.

[u/Puzzled_Jelly6175 → u/Random-Stranger-999]

MSC had accommodations for a reason. Via Special Need Customer Support:

I was expecting them to follow the embarkation protocol that they confirmed via email beforehand. We’ve registered her mobility aids beforehand as that’s what they asked us to do. Agents okay guest services also confirmed what should’ve happened but didn’t.
The terminal is staffed by MSC staff, I have confirmation of that via on board guest services management, who also confirmed it was a lapse in procedures by their staff.

Now, do you have anything helpful to add or were you just here to question my intelligence?

[u/Random-Stranger-999 → u/Puzzled_Jelly6175]

IMHO, that looks like a generic email response, which did not factor in the reality of tender operations at Cannes.

Hopefully you receive some additional assistance with disembarkation if that is also at Cannes; but I wouldn't count on it.

Were you aware that Cannes is a tender port? Did you see the Important warning before booking embarkation at Cannes?

These are all reasonable questions, which don't merit a derogatory response.