Can we offer assistance to autistic guests?
There are a number of arrangements we can put in place for autistic guests, however it's important we understand what kind of assistance is required. To ensure that we have an accurate and up-to-date record of guests’ requirements, a new "Your on board needs" questionnaire must be submitted for each voyage as soon as possible after booking and no later than two weeks before they sail.
Guests can detail their specific requirements via the questionnaire. They can also contact Guest Relations with the subject line “Ship - cruise number - sailing date - booking reference – non-visible disability” for any further information. If passing over to Guest Relations, please ensure this is done by contacting grspecialistsupport@carnivalukgroup.com (GR Specialist Support EM in CXone).
If the guest has a non-visible disability which might mean that they require additional assistance in an emergency situation, they must advise us at the time of booking or as soon as the need is known. One-to-one assistance is needed if guests can manage on the stairs but will require a member of the crew to guide and steady them. Crew will still need to be allocated to support them even if their travelling companion could do this, to follow safety regulations.
Additional Information
- You must ensure to ask every guest “In the unlikely event of an emergency, would anyone on the booking need assistance?”. If they would require assistance, please add the relevant level of support to Polar Online using the "package list" option. If a guest is bringing a mobility scooter or wheelchair on board, you must add evacuation chair assistance for them. However, it’s not possible to add this resource to existing bookings. If this step is missed or needs to be added post-booking, please complete the Partnership Helpdesk Webform and we'll come back to you as soon as possible. For bookings sailing within the next six months, you should call the Partnership Helpdesk for urgent support.
- If the guest has mobility or accessibility requirements, they must complete their "Your on-board needs" questionnaire via My Cruise as soon as possible after booking and no later than two weeks before they sail. You can send them a reminder to do this by following this process guide.
- We have a range of how-to-guides on Shine Rewards Club. Please click here for Cunard and here for P&O Cruises.