Disabled tourist left upset after ferry ‘humiliation’
Monday 20th April 2009, 1:00PM BST.
A DISABLED man has described his humiliation after Condor staff refused to help him board a boat to Guernsey.
Tony Catania (pictured), who struggles to walk more than 50 metres at a time, was repeatedly refused help to board the boat in Jersey after having asked for wheelchair assistance.
The 63-year-old from Kingston-upon-Hull had been on a day trip to that island. He was on his way back to Guernsey, where he and his wife Shirley, 51, had come for a seven-day visit.
He said he was told that porters had refused to push people in wheelchairs and that if he had got off the boat in the first place, he could get back on it without any help.
‘When you are treated like that in this day and age, you feel anxious and stressed,’ said the 63-year-old, who claimed the experience had left them upset for days.
The pair became increasingly desperate as they watched other passengers move to the waiting area, fearing they would be left behind in Jersey because the ship was running late.
The retired university lecturer and trained nurse were also told that the poor service was down to the fact that some staff had a poor grasp of English.
Condor offered Mr Catania a full apology on Friday morning. General manager Ian Milner said the company would like to reassure Mr Catania that it was fully investigating the incident to ensure any shortcomings in procedure were dealt with.
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Condor arent reknowned for their customer service; they make people keep their pets locked up/isolated from human intervention in the boot of their cars for 6 hours in the middle of summer.
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Whats that board game I’m trying to think of??
Oh yes thats it…. Monopoly!!
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This is outrageous & Condor should be ashamed & embarressed… I hope Mr Catania doesnt judge all Channel Islanders by this standard…
Condor apologised… wow – i’m sure this makes up for it!! They should offer this gentleman a free holiday back to the island to compensate him for their disgusting behaviour…
Im afraid this scenario is a sign of the times – without wishing to sound rascist:
We al know what happens when you pay peanuts….
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I had a bad experience on Condor last summer, boarding with my two children (young babies). We were not allowed to take the double buggy on board (singles were allowed). Considering a double buggy’s the same width as a wheelchair I assume wheelchairs are banned also?
Anyway, when the babies got tired, my husband and I could not get them to sleep, and they screemed solidly for an hour, much to the annoyance of everyone in the reclining area!! We had booked the reclining area hoping we’d have more space, but infact you’ve hardly any space if you’re not in the front row – you’re much better off in the standard seats. Also no highchairs. Hence lots of sprayed sandwiches all over the place. Not suitable for children under 4 years basically, unless you only have one child and can take single buggy on board. Horrible experience, will wait until the babies are at least 4 until next venutre over!
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Appallng an unsymapathetic behaviour by the monopoly supplier.
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Thank you all for your support. We had a fantastic time on Guernsey (probably one of the best holiday weve ever had) and certainly found the Islanders extremly friendly and helpful. It was just this one unfortunate experience that was just so unexpexpected. It took two days out of a wonderful 7 day break for my wife and myself and was so disappointing (the enforced walk and handling made me physically ill for two days, a fact that seems lost on Condor). So far we have had one phonecall apologising for the service. We are hoping that when the Managing Director returns and and responds, the situation will become clearer. As we pointed out to Condor it was not only the way a disabled person was treated but also the elderly and mothers with small babies. I was told by Condor that they have not had complaints in the past and that they give their staff training in handling passengers but I saw no eveidence of this on Jersey. The level of health and safety was also questionable in the use of an unattended service lift for disabled, elderly and parents with small babies but I’m led to believe that the Channel Islands have their own laws and do not abide by European or English laws. Following this experience I noticed a lot of the Island was inaccessable with signs stating that wheelchairs might find difficultyu. I was also told that buildings were refused permission to install ramps as this would spoil the look of the building. If this is true then of course it is dicrimination in the extreme. On the mainland this in itself would be against the DDA (Disability Discrimination Act)
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To be fair, if the Condor staff on duty didn’t have the appropriate manual handling training or personal liability insurance then they were quite right not to interfere.
I’m sure we all remember the tale of the off-duty fireman who saved a couple from a burning flat last year and got stuck with a bill for his ambulance?? The Condor incident is the product of that mentality.
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” Humiliated” that seems a little strong! Upset ? thats a bit more like it!.Could his wife not have helped him?
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Serena
I don’t think your case can be compared to that of Mr Catania’s. You shouldn’t be allowed to take double buggies on the a vessel as this poses a Health & Safety Hazard in terms of if staff need to evacuate the vessel. Double buggies (assuming a double width) should never have been invented, they are a complete nuisance.
Anyway, Condor should feel bad about Mr Catania and should offer a free crossing for him and his wife and next time shuld assist him on and off the vessel. Shame on you CONDOR !!!
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With all due respect Nelly I didnt use the term ‘humiliated’, thats just journalistic licesnse. Its your comment about my wife helping that grates. She too has a medical condition that prevents her from helping me. If we could have found a wheelchair she could have pushed me but at great pain to herself. We do not raise concerns lightly.
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Could you not have taken a Carer with you to help out Tony,Thats assuming you get a carers allowance or dont you need a carer whilst on holiday,my wife is registered disabled and too has great diffculty walking that 50 metres ,I go everywhere with her and I dont expect others to do things for her even though I suffer from a bad back and hip.It would have been nice if someone had offered to help but we cannot demand that people are at our beck and call and then complain if they are not.
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Nelly, I think you missed the point. They asked if we required help, we did not ‘demand’ it. There is still an ‘edge’ to your reply. I’m not looking for confrontation but was hoping to help. Never mind, the majority of ‘commentors’ seem to understand.
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Tony, isn’t it odd that the majority of people back you but someone with a disabled wife is having a bit of a go at you?! I’m sorry for the Condor treatment you recieved, i think its awful. In my mind if companies are willing to take your money then assistance should be provided if and when its needed. I do agree with you as well about the lack of ramps and easy access for disabled people.Its a shame things like this mar peoples holidays when in this day and age it shouldn’t be an issue.
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Tony I agree with you that if help is offered, then they should have done so and not change their minds,that would have made me annoyed also .But I would not kick up a fuss.
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Well done for displaying the Guernsey hospitality Nelly. I’m sure you are really making Tony want to come back and visit us again.
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The staff didn’t have the manual? Surely, somebody could have lifted a finger to help. It’s common decency. Have we forgotten how to help. Read the Good Samaritan. Nobody needs a manual to understand basic manners and how to treat other human beings. Condor should be ashamed. Why can’t the man kick up a fuss anyway? Go and sit in a wheelchair and then you can learn to show a little sympathy for others.
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If Condor had offered help it should have been available – was it booked ahead like it has to be on airlines? Did Tony have his own wheelchair – I am assuming with a serious disability he has? It doesn’t take special training to push a wheelchair for goodness sake!
I do have sympathy with families with young children. Double buggies are difficult to manouvre on Condor but they could make an area of seating especially for families with young children and buggies etc. They might just improve their customer services and encourage tourists to visit us……
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Tony. Nelly’s point makes futile your bereavement. A minor upset and an article was posted in the local newspaper was a bit much wasn’t it? Sure, the treatment was abhorrent and unjust, but you can’t expect everyone and anyone to to help you, no matter how just it seems. People get upset often about these sorts of treatment, but it went a bit far when you felt it deserved reporting.
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“but you can’t expect everyone and anyone to to help you”
Where I come from most people lend a helping hand. Well done those passengers those tried, shame on Condor and its friends supporting their non-action and belittling the disabled.
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“Im afraid this scenario is a sign of the times – without wishing to sound rascist:
We al know what happens when you pay peanuts”
What that’s supposed to mean, and where does racism come into your comment? Explain…
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Its a funny old world.
I wrote my original letter directly to Condor as even one of their own employees felt emabarassed by the absence of service on that day and that it had actually affected my health and spoiled a part of our holiday. The fact that the Guernsey Press picked up on it (and now my local paper) to me only helps to highlight to companies the needs of various people when travelling and utilising the tourist/shopping/leisure industries.
I am quite fortunate in being able to move short distances without assistance but always plan well ahead informing carriers that I have a mobility problem and giving them the opportunity to tell me if they cannot help so I can make alternative arrangements.
Fortunately in this day and age of equality there are many companies and individuals out there who understand these varied problems and go that one step further to help. There are also those Associations such as your own Disability Alliance on Guernsey who spend their lives fighting governments and Companies for a better deal for those less fortunate and with special needs.
As a (now retired) nurse I got a real buzz out of helping others, it was nothing to do with vocation, in someways I think it is a very selfish occupation in that I feel I got back far more than I gave. To see people smiile and feel safe and well I think would give anyone that buzz.
The majority of the people who have taken the time to correspond here appear to have understood ‘where I was coming from’ and only tying to highlight a possible shortcoming. I’m sorry that Nelly feels he has to struggle on with his disabled wife .
Having spent my working life looking after others and sharing other peoples ups and downs. I still feel I have something to offer in raising an awareness of peoples needs. I think you have to have your mobility or independence removed from you before you see the world in a different light. My wife and I travel the world because there are people and companies out there with the same philosophy as us (and thank god for that) and who have really tried to make the world an accessible place for all, not just because the law says so.
I apologise to those who felt that I was some sort of ‘serial moaner’ and who missed the point of my original stance.
To those of you offering continued support to ‘the cause’ may your Island prosper, it certainly deserves to as one of the most pleasant places and peoples we have visited (and theres been a few since my retirement). I hope we will come back but there is so much of the world to see!
PS I still havent heard from Condor Ferries but you never know!
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Serena, my double buggy is the same width as a small wheelchair too. It is only 10cm wider than the average single and can be easily folded. I have a rotator cuff problem which makes it difficult to hold my two small children for long periods of time so if i couldnt take the buggy it would be a disaster! (even without a bad shoulder it would be difficult) I have booked a trip to Jersey via condor in the next month and will definitely be taking the double buggy! It takes up a lot less room than 2 single buggies which is an option.
I know people like John think that women shouldnt leave the house once they have children but times have changed John! Im going on holidays and living my life whether you like it or not.
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Well said Tony
I daresay you are due a couple of apologies from people who falsely accused you of moaning to the press on here now, as well as a proper apology (and hopefully an offer of a free trip at the very least) from Condor.
I hope this wont put you off visiting again, and I hope the article in your local paper doesnt put anyone else from visiting either.
All the best.
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It is a sad world when no one will lift a finger to help someone push a wheelchair up a ramp. On the other hand, will you pay for the porter’s back when that “goes”? I thought not. Don’t forget that this incident happened in Jersey, not Guernsey. Nuff said.
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I attach a letter I recieved today from the MD of Condor Ferries which I place here to redress the balance in case readers of the Guernsey Press dont get to here of it. I particularly like the idea of an area for families with young children, simple but effective. To ‘The Man’ – recompense was offered and graciously accepted. If all that is stated takes place, and I’ve no reason to believe it will not then I think this will only improve matters for the users of the ferry and the people of the islands. Good luck to you all and thanks for great holiday, one we will not forget……………
Thank you for your recent correspondence. I was extremely disappointed at the apparent shortfall in our customer service standards and I would like to add my apologies to those of my colleague Mr Milner for any inconvenience or distress that this may have caused. We do take our responsibilities extremely seriously and as a result we have carried out an investigation and review of the circumstances surrounding your journey and of the procedures and facilities that we currently have in place.
As a result of this review we have taken the following steps to improve our processes and hopefully to prevent any re-occurrence of the situation that you encountered. The Jersey Harbour Authorities were contacted immediately following the incident and we have agreed that:
•Arrangements will be made to provide accredited training for the Jersey Harbour Porters on how to properly deal with assist passengers, with trainers from the hospital. They have also offered to provide refresher training to our staff and I have already accepted. Jersey Harbours do normally provide a porterage service to help passengers requiring assistance to and from the vessels and have apologised that this service appeared to be unavailable at the time of the sailing.
•We have identified seats in the terminal and gates for assist passengers and families with young children to use; they will be signposted in a similar fashion to an airport departure lounge.
•Our Operations Manager has reminded all our Masters to ensure that there is a member of crew present on the car deck to assist passengers that require the use of the lift. Under normal circumstances it is our preference to board all passengers via the passenger gangway; however it is one of the challenges of operating into the ports in the Channel Islands with their extreme tidal ranges that on some sailings we have no choice other than to load via the car deck.
•As part of our constant endeavour to improve the services that we offer and in conjunction with the Jersey Harbour Authorities, we will, subject to successful trial be introducing specially designed motorised buggies for the use of passengers requiring assistance disembarking or embarking on the vessel in Jersey. These will be trialled in early May.
Thank you once again for your observations, Condor Ferries carries large numbers of passengers who require assistance whilst travelling and we do understand the challenges that they face. In most cases we are indeed the preferred means of transport for many given the additional difficulties that can be encountered when travelling by air. We do therefore take your comments very seriously and I do hope that the improvements and changes that I have outlined will improve the experience for all our passengers.
Bye for now, off to South Africa in July (disabled Safari) to frighten the lions!
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Why does one immediately blame the management who cannot be breathing down the neck of every member of their staff.This was a case of simple human failure,evident everywhere you go today,where no one is ready or willing to assist a fellow human being.
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As a wheelchair user, i have been let down lots of times by Condor, getting stuck on the car deck and surrounded by cars (they all had to move to let me out!); being carried up the steep stairs by (v hunky frenchmen!) but very scary looking down at the sea and hardly met health & safety I wouldnt imagine! Life is tough with wheels but one gets on with it. It is especially tough over here with the antiquated building entrances etc. Hope Condor stick to their plans as in Tony’s letter.
Tony, if you read this, I am glad it didnt spoil your holiday to our fab island.
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Och well it seems that Condor are indeed trying – so well done to their managers.
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Wheelymad
OMG! I just can’t believe what I just read. If you were lifted like that in the UK it would constitute a criminal act under the Moving and Handling regulations. Someone ought to realy get a grip on what is going on behind the scenes on your great Island. No, I honestly can’t believe what you have written (the ‘what if’s are endless). I think if the MD read this one he’d have a ‘fit’. Since returning to the UK I have looked at your States website and done a search under ‘disabled’, apart from the Blue Badge Scheme and a few other token mentions on transport theres nothing about disabled rights. Compared to America the UK and Europe it defies comment. While I do not believe in ‘nanny states’ I do believe in eqality and caring for each other. There must be a Representative on the Island who cares. I believe it comes under the Department of the Environment on Guernsey. Come on folks get behind your own with special needs and get a fair deal for them!
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as an ex guern when Condor was given the contract to operate between the islands by the two island goverments it was in a very underhanded way however they were told that if anything like this happened their contract would be looked at and it would be terminated this has not been the only case. The goverments have never stuck to their word as they are not for the people
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as a wheelchair user, able to walk short distances, I have always found the ferries, including condor to offer disabled parking close to lifts more than adequate,but would never dream of going without my own wheelchair, which seems to be the whole point of this issue, if wife is unable to push chair then there are many self propelled wheelchairs or electric chairs on the market, and as you seem like me to be a frequent traveller, would know the need, and not have to rely on ferry supplying you
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Jackie
In answer to the main point you raised. I would agree with you, and yes I have an electric wheelchair, but as any of the disabled forums would advise you, you would not want to put it in an aircrafts hold even if the carrier allowed you to in the first place. They are far too expensive to be damaged when transported.
Our option is to rent one in the places we visit and this has been the case in South Africa, America and throughout Europe. Cars are also of an adequate size to transport these very portable electric scooters and so forward planning is made much easier and countries very accessible.
You cannot rent an electric wheelchair on Guernsey, I know, I’ve tried!
I repeat, my original email was to highlight the lack of support on your Island for the disabled be it Islander or tourist, and you have highlighted another area that we came up against.
Tourism must be high on the Islands interest (even if they don’t cater for their own people with mobility needs) and as we are an ageing population including disabled people from around the world, you would think that mobility would be one major area that would be carefully addressed by companies and your government. I stayed in a hotel which had more than on disabled lift and which strived to make all public areas accessable (even though I except that its not always cost effective and that there are limits to which businesses can go) at least the effort has been demonstrated.
As I said, my only reason was to try and improve matters and highlight an area that appears sadly lacking in attention and could only benefit the Island if it were addressed.
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