Thread: Interview with CareVacations - full version

Earlier this month, I was speaking with one of CruiseLineFans volunteer moderators
about an experience they had aboard a cruise ship while travelling with their elderly
mother and father who required a wheelchair and oxygen in many situations.
I was glad to learn that they had utilized the services of a great Twitter pal of
CruiseLineFans – CareVacations. As a result, I was anxious to learn more about Care
Vacations, the different services and devices they supply, which cruise lines and
ports they work with and more about the issues their client deal with while trying to
enjoy their cruise vacation.

I gave Jennifer Alvarez, Director of Marketing and Business Development for Care
Vacations a call to get the low down. Here’s the list of questions I asked and some
great responses with some surprising information.

Care Vacations has been around for since 1988… more than 20 years. How did the
company get its start?

Owners, Don and Susan Stilwell identified a need for services for people who had
disabilities and wanted to take cruises. Cruise lines were not well equipped, at that
time, to accommodate wheelchair and/or Oxygen users, so CareVacations decided to
take matters in to their own hands.

It’s true that CareVacations, in its early days back in 1988, started as a high-volume
travel agency that escorted disability groups, but the Stilwells soon realized that
outsourcing the needs for their disabled travel clients was something they could
do themselves. Instead of coordinating wheelchair, scooter, and Oxygen rentals
through a third party vendor that may or may not be able to accommodate, the
Stilwells tapped in to Don’s previous medical background and purchased their
own small fleet of wheelchairs, scooters, and respiratory equipment that they
could provide to their clients. Don has said, time and time again, this wasn’t easy;
it required a lot of specific knowledge and attention to detail, but the Stilwells and
the CareVacations team was prepared to take it on, if it meant making the dreams of
disabled cruise travelers come true.

After a few trips, CareVacations began receiving calls from cruise lines who had
other disabled cruise passengers that needed similar services and didn’t have a
resource. One particular cruise line called Don and said, “I know you provide these
services for your own clients, but would you be willing to provide a wheelchair
rental for someone we have trying to book a cruise?” Don immediately responded
with, “It would be our pleasure,” and the rest is, as they say, history.

Don and Susan came to realize that the travel accommodations were being met
by agencies all around the U.S. and Canada, and what they wanted to focus on was
helping ALL cruise passengers and partnering with travel agencies to make these
cruises possible. And so the transition came… CareVacations became a the first and
only company providing mobility and respiratory equipment to cruise passengers
with disabilities sailing on all major cruise lines.

Care Vacations has a wide array of devices and services for rental – would you
take a few moments and describe the full spectrum of Care Vacation’s offerings for
cruisers?

We offer a wide range of equipment that is available to be rented directly by
the cruise passenger(s) including: wheelchairs, scooters, Oxygen & respiratory
equipment, patient lifts, hospital beds, walkers, and more. They come in all sizes
to meet the needs of everyone, and we only offer the best and latest technology
through our fleet of equipment.

We also offer an array of specialty items for pediatric cruisers, Autistic cruisers,
continence products, and products for various dietary needs. If someone needs it,
we have it; if we don’t have it, we get it. The most important goal for us is ensure
everyone, regardless of their needs, has the opportunity to experience what we’ve
all come to love about cruise vacations.

As the Baby Boomer generation gets older, one would expect the need for special
equipment such as mobility devices to rise. Have you seen an increase in demand in
recent years?

We have most definitely seen an increase in requests for services as the Baby
Boomer generation approaches the time in their lives where they are retiring,
traveling more, and finding that a cruise really is the best way to travel. Retirement
provides this generation with time and freedom to travel, but Baby Boomers are
also experiencing certain physical limitations that they may not have been used to in
the past.

CareVacations is the perfect solution for someone who might not otherwise need
equipment while they’re in their home, but when they arrive to one of the new,
gorgeous, behemoth vessels, the “WOW FACTOR” sets in… “I had no idea this ship
was going to be so big,” or “That’s going to be a loooooong walk to get to the dining
room.” What’s the solution? A scooter rental!

Wheelchairs and scooters are no longer just for people with disabilities, they’re for
people who just need a little extra help for getting from point A to point B, whether
they’re from the Baby Boomer generation or they’ve just had knee surgery for their
sports injury.

You’ve worked hard to develop relationships with cruise lines and ports. Can you
explain a little about these relationships and tell us more about the lengthy list of
cruise lines with whom Care Vacations work directly?

CareVacations’ longevity and consistency in the industry for more than 20 years
has allowed our name… and our brand… to become synonymous with reliability
and quality. The cruise lines trust our service, they trust our products, and more
importantly, they trust our specialists. They know our quality and service exceeds
the level of excellence they expect for their very own customers.

We provide services to cruise passengers sailing on all major cruise lines. Each
cruise line offers a slightly different policy relating to specialty equipment, so cruise
passengers and travel agents should contact CareVacations directly for details on
our services and how they apply to their specific cruise line of choice.

How many ports does Care Vacations service? What sort of extra level of support do you offer cruisers using ports serviced by Care Vacations?

CareVacations can provide rental and delivery services at all major cruise home
ports, from Seattle to Ft. Lauderdale; Santiago to London; Copenhagen to Sydney…
we’re there. We are equipped either through one of our primary service offices/
warehouses or through one of our satellite locations.

In addition, CareVacations provides a 24 hour, 7 day a week emergency service
that is available to cruise passengers, globally. We’re able to trouble shoot and offer
solutions in a matter of minutes. Last minute services are also available in most
major cruise home ports.

Can you tell me a little bit more about Cruise Ship Assist?

Cruise Ship Assist (CSA) is the division of CareVacations that offers services directly
to the cruise passengers (i.e., equipment rentals, etc.).

What many people don’t see is our Cruise Line Services (CLS) division, which
is where we partner directly with the cruise lines that need our help in
accommodating passengers. For example, some ships do maintain their small
inventory of specialty equipment or need specific services, CareVacations can also
provide directly to the cruise lines.

We sell equipment like shower stools, portable commodes, service animal relief
area materials, stateroom hearing kits, and more. And for the past six years,
CareVacations has developed a successful sign language interpreter program for
those cruise lines that extend this service to their passengers who are Deaf or hard
of hearing.

Technology continually allows the creation of new and improved devices no matter
than industry. What are some of the more recent upgrades or new devices you’ve
seen hit the disability or mobility marketplace than are relevant to cruisers?

The biggest advancements we’ve seen is in the Oxygen and respiratory equipment.
It wasn’t uncommon for passengers who use Oxygen to sail with gas or liquid
Oxygen supplies and big, bulky, loud concentrators. Now, gas and liquid tanks are
nearly obsolete, and concentrators are smaller, quieter, and more portable, enabling
a greater range of freedom to passengers needing these services. Some portable
Oxygen concentrators (POCs) are even small enough to wear on a waistband!

Wheelchairs and scooters are being made smaller to fit in tighter spaces, lighter in
weight which makes them more portable and easier to transport, and more durable
to take the impact of varying travel environments.

CareVacations fleet of equipment is nothing less than the latest and most advanced
technology. We are constantly renewing our fleet to ensure that passengers not only
get the reliability of having the best technology, but that they get the best looking
equipment on the high seas!

The number of and use of motorized scooter or mobility devices aboard cruise ships
can be a hot topic on boards like CruiseLineFans. Everyone has differing opinions
and oftentimes is based upon their personal experience. Can you tell us a why
mobility device access is important on cruise ships?

The hot topic in the cruise industry these days is the size of the new ships being
built. Many cruisers are intimidated by the size of these vessels and some are even
concerned about how they are going to navigate the long corridors to get from place
to place. A mobility device is a solution for these cruisers, and access on the ships is
essential.

In addition, there are a number of people with disabilities who need the access of
accessible public areas, accessible staterooms, and accessible shore services. All of
these aspects have a role in providing a complete accessible cruise experience.

Your and Care Vacation’s passion for mobility and disability rights was clearly
evident in our phone call. Do you have any shining customer moments or client
stories that help inspire this enthusiasm that you’d like to share with our readers?

We have COUNTLESS shining customer moments we can share. Some we’ve posted
on our Facebook page, but we’ve decided we need to take it a step further. We’re
often sent emails thanking us for what we do, but we’re also often asked how
someone can provide quick feedback. To meet these requests, CareVacations has
feedback cards attached to each piece of equipment we rent. Passengers can fill
these out and leave them with their equipment to be retrieved when one of our
delivery specialists picks up equipment. We are also in the process of implementing
an online feedback forum to our website so passengers can quickly access a way to
say thanks. Watch for this, and other new CareVacations website developments, in
the coming weeks.

I can think of several examples of scenarios in which people might need your
services and not necessarily have a permanent disability or requirement, but a
temporary injury or ailment. Might you discuss some of the situations since these
folks might not be as familiar with the process?

As mentioned previously, we have a large client base of passengers that might be
experiencing post surgery limitations. Sports injuries are common, sometimes
resulting in surgery. Scooters, wheelchairs, and even crutches are solutions for these
individuals.

Accidents are inevitable; sprained ankles, broken legs, specific dietary needs
that cruise lines may not offer… all of these situations… and more… qualify for
specialty requests that they might not otherwise need. Calling CareVacations is a
far better option than having to cancel. The good news is, CareVacations makes it
so passengers don’t have to cancel just because they have a new “challenge” in their
life.

How can the average cruise passenger utilize your equipment or service? Do you
they contact you directly? Use their travel agent or arrange specifics with the cruise line directly?

We partner closely with travel agents who call us on behalf of their clients. For
those who aren’t using a travel agent, passengers can also call us direct. We are
well-versed on the policies of all the major cruise lines and are able to advise travel
agents and passengers the best solution for their situation.

Are any of the costs associated with Care Vacations services or equipment reimbursable by insurance?

Passengers should check with their individual insurance providers to determine if
their particular services are reimbursable.

Is there a short list of cruise lines that exceed your expectations when dealing with
passengers with mobility concerns or disabilities that require services from Care
Vacations?

I know this sounds like the politically correct answer, but the truth is, no. ALL cruise
lines do a fabulous job at accommodating their cruise passengers with disabilities
or other mobility concerns. The cruise industry has come a very long way through
the past 10 years, and CareVacations is proud to see all the advancements the cruise
industry has made when it comes to accommodating people with disabilities.

Are there any cruise lines that fail certain “litmus tests” in terms of accessibility or
policies concerning passengers with special requirements or disabilities?

Fail is a strong word; NO cruise line fails.

What it boils down to is differences. Like with any other area, whether it’s sales,
marketing, customer service, hotel management, etc., each cruise line has their own
unique policies that are designed to meet the needs of their specific client base and
target market(s).

The cruise lines continue to evaluate their policies and procedures and make
adjustments when they feel it’s in the best interest of their passengers. The overall
philosophy in the industry falls in line with the old cliché, “There’s always room
for improvement.” Knowing this, the cruise lines are always looking for ways to
improve and better serve their clients. Even when things are seemingly perfect,
striving for excellence is something the cruise lines are used to.

How can our readers get more information about Care Vacations?

People can find CareVacations and contact us through the following channels:

Phone: (877) 478-7827
Email: csa@carevacations.com
Web: Home - CareVacations
Blog:CareVacations Happenings

I can personally attest to the ease and quality of items supplied by CareVacations.

After Bob had his heart attack he was on oxygen for several years. Celebrity Cruises told us about CareVacations and we contacted them for rental of an oxygen concentrator. It was in the cabin when we arrived and worked perfectly. The equipment was left in the cabin when we disembarked and CareVacations picked it up directly from the ship. We used them several times and highly recommend them.

Thanks for sharing this experience, Char. I'm so glad you had a good one.

Jennifer from Care Vacation is a member of our community here at CruiseLineFans - feel free to connect with her: CareVacations

I, too, can attest as to the wonderful services provided by Care Vacations. We've used them on numerous occasions to supply items for our handicapped clients. The items are always delivered to the right cabin, on time, at a good price, and with no hassles. They always answer the phone right away to assist us and answer our questions.

If you need such services, I suggest having your agent give them a call - you'll be glad you did!

Pete

Thanks, Char & Pete!

We appreciate your support and kinds words. Our goal is to offer the very best service and products to you and your clients and others just like you! We continually strive to reach the level of excellence you deserve and have to come to expect.

If there is anything we can do for you, now or in the future, please do not hesitate to contact us.

Thank you for all you do in your support of CareVacations. Maybe we'll see you on your next cruise!

Find CareVacations on Facebook & Twitter and say hello!