How do you accommodate guests with disabilities?
Answer: Holland America Line does not discriminate against persons on the basis of disability. We seek, to the extent feasible, to accommodate guests with disabilities. For more specific information regarding the following categories, please visit the “Accessible Cruising” section of our website at hollandamerica.com: Stateroom Information; Mobility Equipment; Ship Transfer Options; Shoreside Mobility, including Airports and/or Train Stations and Land Tours and/or Shore Excursions; Service Animals; Blind or Low Vision; Deaf or Hard of Hearing; Oxygen; Food Allergy Information; Children with Special Needs; and Wheelchair Accessible Route Maps. Holland America Line offers a limited number of staterooms designed to be wheelchair- and scooter-accessible. For the safety of all guests and crew, scooters and other mobility equipment need to be securely stored and charged in the guest’s stateroom and not in hallways or elevator lobbies. Scooters left in these areas could restrict people needing to travel through these areas in an emergency, particularly other guests using mobility aids, since they would have no way of getting by a scooter left in a hallway. For this reason, Holland America Line has size and weight guidelines for scooters. For your safety as well as the safety of fellow guests and crew, guests using powered mobility devices should exercise caution by utilizing reduced speed settings on their mobility device while on board and in terminal facilities. If you plan on bringing a scooter on the ship, please contact:
Guest Accessibility Department
Phone: 1-800-547-8493 (locally at 1-206-626-7044)
TTY: 1-800-254-8669
Email: GuestAccessibility@HollandAmerica.com
Certain ship transfer operations (e.g., during tendering and at the gangways) may not be fully accessible to wheelchairs or scooters. When a ship is unable to dock, guests are taken ashore on smaller boats called tenders. Some guests with limited mobility may find it difficult to embark or disembark the ship at certain times while at dock or while tendering due to steep gangways and steps, particularly during low or high tide. Also, please note that scooters and wheelchairs weighing more than 100 pounds without the battery are not allowed to be transferred from the ship to tender and/or from tender to shore. For persons not capable of walking on their own, the use of a wheelchair will be the primary mobility assistance aid for getting on and off the ship. Situations may occur in which guests with limited mobility may not be able to go ashore at the time they desire or are unable to go ashore at all in certain ports. For the safety of all concerned, the Captain shall make the final determination regarding whether or not it is advisable to provide assistance to guests with mobility limitations or to carry their mobility assistance device (e.g., wheelchair, scooter, walker, etc.), taking into account all appropriate matters including, but not limited to, weather conditions, ship’s location, weight of the guest or his or her mobility device, etc. While every effort is made to assist guests, we are unable to provide crew members who can spend all or most of their time working with a single guest in order to address ongoing special needs. Guests who require that level of care will need to travel with a companion who is able to provide the assistance necessary. Certain third-party transfer and tour facilities may not be fully accessible to guests with disabilities. Although we endeavor to make sure these companies comply with legal requirements, we cannot guarantee all are able to provide facilities that are accessible to persons with disabilities. For detailed, up-to-date information on accessibility issues involving tours, we strongly recommend contacting our Shore Excursions Department prior to embarkation at 1-888-425-9376 (locally at 1-206-626-7320) or visiting the Shore Excursions Office on board. Due to the limited number of lift-equipped vehicles in foreign locations, guests may incur additional costs for transportation related to packages. For information on alternative transportation arrangements and associated costs, please contact our Guest Accessibility Department.
It is essential that we be notified of any special medical, physical or other requirements you may have (including whether you intend to bring a scooter with you) as soon as possible, preferably at the time of booking, so that we may make our best effort to accommodate you. Guests who are unable to care for their own basic needs (e.g., dressing, eating and attending safety drills) MUST have a capable traveling companion. In limited situations (either on board or ashore), we may find it necessary to ask an individual to make alternate travel arrangements, such as if an individual with a disability is unable to satisfy certain specified safety and other criteria, even when provided with appropriate auxiliary aids and services. The medical staff on board is not available for daily care unless an individual is hospitalized in the ship’s Medical Center.
Wheelchairs: Holland America Line has a limited supply of wheelchairs on board. In order to accommodate our guests, wheelchairs are reserved exclusively for embarkation and disembarkation assistance in the pier facility and in emergency situations. Holland America Line is not able to provide complimentary wheelchair assistance other than for the purposes listed above. If you require the regular use of a wheelchair, we recommend that you bring your own wheelchair with you. You may also make advance rental arrangements prior to departure and have a wheelchair delivered directly to the ship. For additional details on the prearranged rental program, please refer to the contact information below for Special Needs at Sea or ScootAround.
Embarkation/Disembarkation — Wheelchair Assistance: Guests requiring assistance with embarkation and disembarkation procedures on board do not need to request this assistance in advance; however, due to high demand in some ports, there can be a wait for assistance. For embarkation procedures, please advise the Shore Operations staff upon arrival of your need for assistance boarding the ship. Assistance is only available once embarkation has begun, typically not before 11:30 a.m. For disembarkation procedures, please contact Guest Services once on board to advise them of your need for assistance. Guest Services staff will provide you with details on the times and meeting location where staff will be available to assist you in disembarking the ship.
Oxygen:
Guests needing continuous or intermittent oxygen for chronic conditions must make their own arrangements prior to travel. Please contact us or your travel advisor for more information. The following companies have been approved for all oxygen and/or oxygen equipment being delivered to a Holland America Line ship:
Special Needs at Sea
Phone: 1-800-513-4515 (locally at 1-954-585-0575)
Email: info@specialneedsatsea.com Website: specialneedsatsea.com
ScootAround
Phone: 1-877-478-7827 (locally at 1-780-986-6404))
Email: reservations@scootaround.com Website: www.scootaround.com
Oxygen and/or oxygen equipment deliveries will NOT be accepted from any other company. You are welcome, however, to bring your own oxygen and/or oxygen equipment from your home. Please note that our staff and crew are not permitted to handle your oxygen and/ or oxygen equipment during the embarkation and disembarkation process, thus you must be able to handle your supplies if you bring your own. Please contact the Guest Accessibility Department prior to sailing if you will require oxygen while on your cruise. If you require additional information on the ship’s facilities or ability to accommodate your needs, please feel free to contact the Guest Accessibility Department.
Please Note: Some airlines have restrictions concerning traveling with oxygen and oxygen containers. It is the traveler’s responsibility to be familiar with and comply with the regulations of the airline on which he/she is traveling.
For information regarding the Transportation Security Administration’s Screening Tips for Persons with Disabilities, please visit the Travelers with Disabilities and Medical Conditions section of their website.