Dear Cruise Travelers,
You might remember that our agency, Hibiscus Travel / Kerstin’s Travel Inc.
is working hard to provide the best service for our clients. That includes
our continued communication with the cruise lines to make sure that sign
language interpreters are provided on cruises. Certain cruise lines comply
with the ADA and provide interpreters, others don’t.
Holland America Line is one of the cruise lines who frequently denied
interpreter service for deaf individuals in the past. When two clients of
mine from California asked me last year to book a cruise with Holland
America, I informed them about the problems that I had with this particular
cruise line in the past. However, the clients wished to go on a Canada & New
England cruise with Holland America since they liked the itinerary and the
sailing date. I contacted Holland America and requested interpreter service
for my clients since the first two ports in the itinerary are ports in the
US. The ADA applies to those two ports. Holland America notified me that
they would not provide interpreters but agreed to provide a cabin for the
interpreters for free and to waive the gratuities. However, shore
excursions, pre-cruise packages, post-cruise packages and other services
would not be covered by Holland America. They are the responsibility of the
guest or interpreter.
Frustrated about Holland America’s continued denial of interpreter service
and shifting expenses to the deaf passenger, I contacted the Department of
Justice. My clients and I placed a complaint with the Department of Justice.
As a result of a lot of time and effort, it took more than one year, Holland
America decided to provide the interpreter service. My clients completed
their sailing recently and enjoyed the interpreter service very much.
I would like to encourage the deaf community to fight for their rights even
though it might be a long road towards the goal. When you book a cruise,
your travel agent should help you and be an advocate for you and your
rights. It is unfair that only some cruise lines comply with the ADA and
others avoid their responsibility. If you don’t get help from the cruise
line, you and your travel agent should contact the Department of Justice if
the ADA is applicable to the sailing and place a complaint. It is free of
charge. But be aware of the fact that it takes a long time before your case
will be solved. Start early! Don’t give up!
Kerstin Fox
http://www.kerstinstravel.com