When Accessibility Fails at Sea
Holiday Lawyers • March 24, 2026
Cruise holidays are marketed as safe, inclusive, and accessible — particularly for passengers who rely on wheelchairs. But when basic safety standards are not met, the consequences can be severe.
We are currently acting in a case involving a full-time wheelchair user who suffered a serious injury on a cruise ship, after being thrown from their chair due to a dangerously designed ramp.
What happened?
Our client describes a shocking incident:
“I was thrown from my wheelchair as I went through a door from the promenade. The ramp on the inside was so steep it was more like a step. No signage, no warnings, nothing.”
The key issues are clear:
- A steep internal ramp, effectively functioning as a step
- No warning signage
- No hazard markings or staff assistance
- A location where wheelchair users would reasonably expect safe passage
This is not a minor defect. It is a foreseeable and preventable hazard — particularly in an environment designed to accommodate disabled passengers.
Why cruise operators must get accessibility right
Cruise lines owe a high duty of care to passengers, especially where:
- Accessibility features are relied upon
- Passengers are known to have mobility needs
- Movement between decks and public areas is frequent
In cases like this, liability may arise from:
- Unsafe design (e.g. excessive ramp gradient)
- Failure to warn of a hazard
- Failure to carry out proper risk assessments
- Failure to comply with accessibility standards
A ramp that behaves like a step — without warning — is a textbook example of a dangerous condition.
The additional failure: ignoring the complaint
Our client did exactly what they should:
- Reported the incident immediately on return
- Raised a formal complaint with the cruise line
The response?
Nothing. No communication at all.
This is something we see regularly. Cruise operators often:
- Delay responses
- Downplay incidents
- Hope passengers simply walk away
That is precisely why early legal intervention matters.
Can you claim for a cruise ship injury?
If you have been injured on a cruise, particularly as a wheelchair user or passenger with reduced mobility, you may be entitled to compensation where:
- The environment was unsafe
- Proper accessibility measures were not in place
- You were not warned of a hazard
- The cruise line failed to respond appropriately
Claims can include:
- Pain and suffering
- Loss of enjoyment of your holiday
- Medical expenses
- Ongoing care or rehabilitation
Why these cases are different
Cruise injury claims are not straightforward.
They often involve:
- International conventions (such as the Athens Convention)
- Complex jurisdiction issues
- Evidence tied to ship design and onboard procedures
That is why it is critical to instruct solicitors who understand:
- Cruise-specific liability frameworks
- Accessibility standards at sea
- How to secure evidence early
Our approach at Holiday Lawyers
We take a direct and proactive approach:
- Early investigation of the design and layout of the hazard
- Securing photographic and witness evidence
- Instructing appropriate engineering and accessibility experts
- Applying pressure where cruise lines fail to engage
We are not interested in excuses or delays — only outcomes.
If this has happened to you
If you or a family member has suffered an injury on a cruise, particularly involving:
- Wheelchair access
- Unsafe ramps or steps
- Lack of warnings
- Poor response from the operator
We can help.
Speak to us today
At Holiday Lawyers, we specialise in holding tour operators and cruise companies to account.
If your holiday has been ruined by an avoidable injury, we will pursue the claim properly — and maximise your recovery.
HolidayLawyers continues to be instructed by holidaymakers who report suffering serious gastrointestinal illness during stays at the Royalton Splash Riviera Cancun in early 2026. We have now received a number of enquiries from guests describing strikingly similar symptoms, with some requiring hospital treatment in Mexico and others becoming seriously unwell after returning home. As further enquiries continue to be received, we are investigating whether these illnesses formed part of a wider outbreak. Holidaymakers Report Serious Illness During Their Stay One of the latest clients to instruct HolidayLawyers stayed at the Royalton Splash Riviera Cancun between 31 January and 7 February 2026. During the holiday, the client became so seriously unwell that, after being examined by the hotel's doctor, an ambulance was called to transport them to Hospiten Cancun. They were diagnosed with gastroenteritis and received treatment before being discharged. The client reports that numerous other guests at the hotel were also suffering from similar symptoms during the same period, with several allegedly requiring hospital treatment. Illness Continued After Returning Home The same client also reports that their partner became seriously unwell during the return flight to the United Kingdom. Cabin crew sought assistance from a doctor travelling onboard the aircraft and, upon landing, the passenger was taken directly to East Surrey Hospital. The partner was subsequently diagnosed with gastroenteritis. HolidayLawyers has been provided with medical records, hospital documentation and photographs in support of the claim. Reports Suggest a Wider Outbreak HolidayLawyers has now received multiple enquiries from guests who report becoming unwell during stays at the Royalton Splash Riviera Cancun over the same period. Clients have also referred us to social media groups in which numerous guests describe experiencing similar symptoms. We have further been informed that a flight returning to Canada carrying guests from the hotel was reportedly met by ambulances after a number of passengers became seriously ill. These reports are currently being investigated. At this stage, they remain allegations and no findings have been made as to the cause of the illnesses. Hotel Offered Marriott Bonvoy Points The latest client has informed HolidayLawyers that, after complaining directly to the hotel, they were offered 90,000 Marriott Bonvoy points as compensation. The offer was declined. If you have received vouchers, loyalty points or another form of goodwill gesture following illness during your holiday, it is sensible to obtain independent legal advice before accepting any offer, as doing so could affect your legal position. What Should You Do If You Became Ill? If you experienced sickness, diarrhoea, vomiting, stomach cramps or other gastrointestinal symptoms during your stay at the Royalton Splash Riviera Cancun, or shortly after returning home, you should: Seek medical attention as soon as possible. Keep copies of all medical records and prescriptions. Retain photographs of your symptoms where appropriate. Keep your booking confirmation and travel documents. Save receipts for any expenses incurred. Retain correspondence with the hotel or tour operator. If possible, obtain and retain the results of any stool sample or laboratory testing. Could You Be Entitled to Compensation? Where illness has been caused by contaminated food, contaminated water or inadequate hygiene standards at a hotel, holidaymakers may be entitled to claim compensation for: Pain, suffering and loss of amenity. Medical expenses. Loss of earnings. Care and assistance. Loss of enjoyment of the holiday. Other financial losses arising from the illness. Each claim will depend upon its own facts and the available medical and factual evidence. Contact HolidayLawyers HolidayLawyers continues to investigate reports of gastrointestinal illness affecting guests who stayed at the Royalton Splash Riviera Cancun during this period. If you or a member of your family became unwell during your stay, or shortly after returning home, please contact our specialist holiday illness solicitors for a free, no obligation assessment of your potential claim.
Holiday Lawyers was recently instructed by the family of a holidaymaker who became seriously ill with Salmonella towards the end of a Caribbean holiday. Although he returned to the UK, he continued to suffer significant symptoms and remains affected by ongoing food intolerances and skin conditions which are likely linked to the original infection. Unfortunately, cases like this are far more common than many people realise. Whilst many people think of food poisoning as a short lived illness, the reality can be very different. Salmonella and other bacterial infections can cause severe dehydration, hospitalisation and prolonged periods of illness. In some cases, the consequences can continue for months, years or even permanently. We regularly act for clients who develop post infective IBS, food intolerances, chronic fatigue, reactive arthritis, skin conditions and other long term complications following an acute gastric illness contracted abroad. What If The Tour Operator Rejects Your Claim? One of the biggest misconceptions in holiday illness litigation is that a rejected claim means there is no claim. In our experience, many strong claims begin with a denial of liability. Tour operators frequently argue that the illness was contracted on an excursion, that it was not reported to the hotel, or that there is insufficient evidence linking the illness to the holiday accommodation. These arguments are extremely common and, in many cases, can be successfully challenged. Holiday Lawyers has recovered millions of pounds in compensation for holidaymakers whose claims were initially rejected. An early denial is often simply the starting position adopted by the tour operator rather than a reflection of the true merits of the claim. Why Experience Matters In Salmonella Claims Holiday illness cases sit at the intersection of law, medicine and microbiology. Our team has decades of experience handling Salmonella, E. coli, Campylobacter, Shigella and other food poisoning claims throughout the world. We have extensive experience of the hotels, resorts and destinations where these claims arise and understand the practical realities behind many outbreaks. We also work closely with leading microbiologists and medical experts. Understanding incubation periods is often critical. The timing of symptoms can provide powerful evidence regarding where an infection was most likely contracted and can frequently undermine the explanations advanced by tour operators and their insurers. Where a stool sample confirms a pathogen such as Salmonella, it can be extremely difficult for a tour operator to escape liability if the wider evidence points towards the holiday as the source of infection. However, the absence of a positive stool sample does not mean there is no claim. Many people are never tested, whilst others are tested after the infection has passed through their system. In those cases, experienced microbiologists can often identify the most likely infection by analysing the symptoms, severity, duration of illness and incubation periods involved. Our founder, Aman Dhillon, has acted in some of the most significant holiday illness claims brought before the courts, including claims arising from the Grand Hotel outbreak in Italy, where holidaymakers suffered devastating illnesses and, tragically, some individuals lost their lives. If your holiday illness claim has been rejected, or if you have suffered Salmonella, food poisoning or gastric illness whilst abroad, contact Holiday Lawyers for a free assessment. We have helped thousands of holidaymakers recover millions of pounds in compensation and would be delighted to help.
