I have a complaint against Princess Cruises. In late August, my caregiver and I went on an Alaskan cruise out of San Francisco.
I made the reservations, notifying them that I am disabled, and would be bringing some equipment that i need to maintain my independence. I brought a personal mobility scooter. I asked for a disabled cabin but one was not available. When we reached Juneau, the ship was unable to accommodate my driving my scooter off of the ship. In order to get to our tour, which they said was being held for us (we had been more than 40 minutes early to disembark in order to make the tour) I was required to be disembarked via wheelchair, and a device which took the wheelchair down stairs. I made it very clear that I was not happy with using the wheelchair, which was not mine and a bit small for me. I am totally independent with my scooter, but it was left parked on the deck. When we finally got to the tour site it had left. Our options were to get back on the ship, again with the wheelchair step climber, or to go into Juneau until the next tour left, about 2 12 hours. We decided to go into Juneau. When we were preparing to return, I needed to go to the restroom. Despite my caregiver's help, I fell, trying to get out of the wheelchair. I had to suffer the humiliation of a couple of men coming into the restroom to pick me up, and a trip to the hospital to be sure I wasn't hurt, which meant we missed our afternoon tour. I filed a complaint to the purser's desk, and the medical facility, as well as the Captain's Circle Desk. I was promised return calls which I never received. Finally, a couple of days later, my caregiver went to the Purser's desk to complain in person. Because of the fall, I was spending most of my time in the cabin due to increased pain from the conditions which disable me. Within the hour, the Chief Purser was in my cabin. She apologized and gave me contact information to file a complaint for compensation for the discomfort, and loss of enjoyment of the cruise. I wrote the appropriate department with my complaint, Despite admitting that the crew could have carried my scooter off the ship for me, and not knowing why they didn't, Princess has refused to even consider any compensation, not even my medical bills, despite the exchange of several letters. I guess they feel that because I fell off the ship, it is not their problem. I feel that because they refused to provide my scooter, on which I am independent, I should be compensated for what happened. According to the Court rulings related to this, cruise ships are required to meet the requirements of the ADA unless they require structural changes. I feel that I was discriminated against because of my disability. What can I do to get this cruise company to compensate me for this incident?
Thank you,
Eunice Beck
eunicebeck@aol.com