A disabled woman from the Isle of Wight has told the County Press she is "shocked" and "angry" after she was denied entry to a cruise ship, moments before boarding, because of her mobility scooter.
To mark their silver wedding anniversary, Christine and Michael O'Sullivan, from Shanklin, forked out thousands of pounds through company Cruise1st for a dream holiday around the Mediterranean with P&O Cruises.
On Sunday, March 31, the couple travelled to the terminal in Southampton and had their luggage loaded onto ship, Arvia.
But as they were about to get on, they were told Christine had not 'registered' her mobility scooter.
When she did not know what they meant, and it transpired that she hadn't, she said they were turned away.
P&O Cruises told the County Press guests are obliged to inform the company of disabilities and special arrangements prior to departure, and it reserves the right to refuse a booking on 'safety grounds'.
Michael, 71, said he was told he could board and staff would put Christine, 68, in a taxi.
"I thought it was out of order", he said.
"They can see she's in a scooter."
After being denied entry, the couple said they then had to wait more than two hours to get their luggage back.
Other "very angry" people were also turned away for similar reasons, including someone in an electric wheelchair, they said.
Christine was told she should have received a reference number after booking and that would have taken her to a form to fill out to register her scooter.
She said she did receive the reference number but it didn't work, and before she could flag the issue with Cruise1st and P&O, she was in and out of hospital with a number of serious illnesses.
She said she did not receive any correspondence from the companies reminding her to fill out the form and thought "nothing of it" after receiving luggage labels.
The couple said they booked an accessible cabin and have been on 'dozens' of cruises in the past and have never had this issue before.
Christine said: "I don't understand. What did we do wrong other than not ticking a box? I'm still a person, just because I'm disabled".
Michael said he doesn't want compensation — just the holiday they had paid for.
He said: "I just want them to put their hands up and say we've cocked up and give us another cruise."
Cruise1st told the County Press it did not wish to comment and would liaise directly with the couple.
A spokesperson for P&O Cruises said: "At the time of booking every guest is obliged to inform P&O Cruises of any condition, including but not limited to reduced mobility or any disability of any guest travelling in the booking, which may require special arrangements, medical equipment/supplies, care or assistance.
"This is to ensure that the guest can be carried safely and in accordance with all applicable safety requirements and for P&O Cruises to consider whether the package is generally suitable for the person with reduced mobility or any disability.
"If P&O Cruises considers that the package is not suitable for the person with reduced mobility or any disability or if the guest cannot be carried safely and in accordance with applicable safety requirements, then P&O Cruises can refuse to accept a booking or to subsequently embark that guest on the grounds of safety."
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