Accessibility and Support for River Cruises
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Accessibility and assistance
To ensure you feel supported and at ease when talking to us, you can let us know if you have any concerns or contact preferences, which we will take note of for when we need to contact you.
Perhaps you're worried about a disability or health condition, you've recently suffered a stressful life event, or you have a little trouble hearing our cruise consultants on the phone.
Simply let us know by filling in our form so we can provide you with the best service possible.
At Saga, we endeavour to provide an exceptional experience for all guests, and we want to ensure you make the right choice when booking your cruise with us.
It is important that you discuss your needs with us prior to booking so that we are able to assess your individual circumstances and inform you if a river cruise is suitable for you.
If you have any concerns regarding the suitability of our river cruises, it’s important that you contact us and discuss these with us at the time of booking.
If you have a physical disability or are undergoing medical treatment you must let us know in advance and we will be able to tell you if the ship is equipped to meet your needs. Failure to inform us could result in denied boarding.
River cruises operate with a smaller crew than ocean cruises and do not have the crew available to provide assistance onboard.
This includes but is not limited to:
- Carriage of passengers up and down gangways
- Assisting guests with movement around the ship
- Any level of personal care
- Assistance in an emergency
- Guardian services or emotional support
If you are travelling alone and once on board, we feel you are unable to cope, a senior officer will discuss the situation with you, and you may be asked to leave the ship at your own cost in extreme circumstances.
In some cases, you may be required to travel with a companion.
We don't allow wheelchairs, walkers or scooters on our river cruises.
Points of interest may be over a mile away from where the ship is docked and many of the cities visited on our river cruises are historic, featuring cobblestone walkways, steep steps, high curbs, and uneven paths, which may present difficulties if you have mobility restrictions.
It is important to remember that the local infrastructure in some of the places visited may not meet the same standards of the UK. Please speak with one of our cruise consultants to see if a Saga river cruise is right for you.
Although not a requirement, it is recommended that a blind or visually impaired guest travels with a fare paying companion. This recommendation is made purely on the basis of personal safety.
In the unlikely event of an emergency on board, a travelling companion will greatly aid your timely relocation to your allocated muster station, as our crew are unable to offer assistance.
If you need to notify us of any specific requirements, please do so at the time of booking. If you have already booked, please make sure you notify us no later than 48 hours before departure by calling us free on 0800 373 034.
Regrettably, we are unable to accept assistance dogs on board our river cruise ships.
If you need to travel with an assistance dog, our ocean cruises might be a more suitable choice.
You must notify us at the time of booking if you require the use of oxygen on board and should speak to one of our advisors about the suitability of the holiday for you.
This is required in order to check whether your type of oxygen can be carried and, if so, to make the necessary preparations before the oxygen is brought on board. Also, the ship will have limited storage capacity so notice is required for us to check if this will be available.
Please note, liquid oxygen is not permitted.
You will be responsible for providing any supplies or equipment needed. You also need to be able to administer the oxygen yourself or you will need to travel with a fare paying companion capable of performing this function.
Please note that for safety reasons, we can only allow one oxygen canister on board at any one time. Therefore, please contact us to check availability before you book.
Regrettably, we are unable to accommodate Dialysis patients on aboard our river cruise ships, if you require peritoneal dialysis, our ocean cruises might be a more suitable choice.
Mobility aids
If you have mobility issues and cannot climb up and down three flights of steep stairs and walk at least the length of the ship (up to 200m) unaided, then a River Cruise is not suitable for you.
If your mobility changes in the future and you become unable to do this, then you must tell us. The captain reserves the right to deny boarding in the interests of safety.
Wheelchairs, walkers and mobility scooters cannot be used onboard our river cruise ships.
If you need the use of a wheelchair, walker or scooter due to mobility restrictions please speak to an advisor regarding suitability of the holiday as these items cannot be stored onboard.
On board
Variances in water levels along rivers can result in steep gangways. Therefore, getting on and off the ships can be difficult for passengers with reduced mobility.
Sometimes, two or three ships are moored alongside each other. You will need to cross over gangways that link the ships together and walk through each vessel to reach the shore.
Some vessels will not have lifts so you will need to negotiate stairs to get ashore. We cannot tell in advance when this will occur, and this situation is beyond our control.
Find out more about our ships.
There are no medical facilities on our river cruise ships but there will be a trained first aider on board. If needed, shoreside medical services can be called. Response times will vary based on location.
River cruise ships must be fairly low in order to pass under bridges, and for this reason, the sun deck is usually only accessible by stairs.
Travelling by air
If you require assistance then you should check the suitability of the holiday with one of our advisors.
Please inform us as early as possible, and at least 48 hours before departure, if you require airport assistance.
If you have booked this service, you will be met after check-in and taken to the departure gate; there may be a wait for this service depending on demand.
At your overseas airport, the service will take you as far as the terminal exit – you may then need to walk with your luggage to meet the transfer vehicle.
Travelling by Eurostar
You may take up to two items of luggage, each measuring up to 85cm long at the widest point, along with one piece of hand luggage.
Eurostar is an unsupported travel option so there won't be anyone from Saga to help you with your luggage. You will need to be able to lift your luggage on and off the security scanner, on and off 3 steps when alighting the trains and into the storage area on the train. You will need to be able to manage your luggage to the coach waiting area. For this reason, we recommend taking one main item of luggage plus hand luggage.
You can call Eurostar on 03432 186 186 to book the Eurostar Assist service. You will need to quote your booking reference, coach and seat number from your ticket so won't be able to do this until you receive these in your final travel documents.
Eurostar policy is that they can assist within the station but not outside. Guest will be required to get to the coach unaided which can be up to 600 metres away.
In the UK - The Eurostar Assist team will take you to and from the train with your luggage, but only if it weighs less than 15kg. Find out more on the Eurostar website.
In France and Belgium - the local teams in France and Belgium will help you with one item of luggage only, weighing up to 15kg.
In the Netherlands - the local team will take you to and from the train but won't be able to help you with your bags.
Please call Eurostar direct on 03432 186 186 to book the Eurostar Assist service.
The Eurostar Assist team will take you to and from the train and help you with your luggage, but only if it weighs less than 15kg.
Eurostar work with local teams to arrange assistance at your overseas station.
The local teams in France and Belgium will help you with one item of luggage only, weighing up to 15kg.
In the Netherlands, your local team will take you to and from the train, but they won’t help you with your bags.
Excursions
To help you choose the most suitable excursions we’ve graded each according to the amount of walking involved.
- Grade 1 – Panoramic Tour - A slower paced excursion with walking at your own discretion. For example, on coach tours when the only walking is at photo stops. Many river cruise destinations are smaller towns where panoramic tours are not possible.
- Grade 2 – Easy Activity - Minimal walking: Up to approximately 550 yards on mainly flat terrain with the possibility of some steps.
- Grade 3 – Moderate Activity - Between 550 yards to one mile over mixed terrain with the possibility of some steps. Please refer to individual tour activity descriptions as some of these tours may not be suitable for those with mobility concerns who are cautioned to carefully evaluate their personal level of stamina and ability.
- Grade 4 – Strenuous Activity - Considerable walking of more than one mile over terrain which may be uneven and have many steps. Generally these tours are aimed at able walkers who can manage the pace of the tours within the time frames of the itinerary.
- Grade 5 – Very Strenuous Activity - Walking at a moderate pace over long distances frequently in excess of 2.5 miles. Dependent on the specific tour there may also be very uneven terrain, steep slopes or a large number of steps. A high level of physical fitness and sturdy footwear are required to participate. Please refer to individual tour activity descriptions for more specific information.
DISTANCE FROM SHIP TO TOUR VEHICLES
Local port safety, water levels in the river and whether or not you are moored alongside another vessel can result in significant additional walking being required between the ship’s gangway and tour vehicles. This distance depends upon the berth we are assigned on the day and is therefore not included in the excursion walking grade. Should you have any concerns please see the onboard team, who will be able to provide up-to-date information.
We will send excursion details 70 to 90 days prior to your departure date. If you are in any doubt as to the suitability of the excursions, please contact us and we will be happy to discuss these with you.
Wheelchairs, walkers and scooters are not allowed onboard, if you require the use of a mobility aid, please speak to one of our advisors about the suitability of the holiday.