Accessibility, special needs and health requirements FAQ

Introduction

Special health concerns - Accessibility

MSC Cruises and its staff have always been attentive to the needs of their guests, and constantly strive to offer the best possible service, meeting international accessibility standards.
For information on the assistance provided on board and at our port terminals, please consult the sections below. You can also find information related to special needs in the General Booking Conditions, the Conditions of Carriage and in the General Information section.

Special health requirements

Informing us of Special Needs

Guests can inform MSC Cruises of any special requirements by filling in the relevant form (Special Needs Form) available online and at all accredited travel agencies. This information should preferably be provided at the time of booking, or, at the very latest, no fewer than two working days before departure.
This allows us time to provide the best possible service for our guests, which depends on the facilities and resources on board each ship. If we are notified after this deadline we will do everything in our power to provide the services requested, but this may not be possible at such short notice.

Guests will only be prevented from booking or embarking in exceptional circumstances, and only in the event of a serious or urgent threat to the safety of the guests or the crew.

All personal data provided by guests will be treated in a manner that fully conforms to our privacy policy.
For further information on the services offered on board, on how to inform us of any special needs or other requirements not expressly mentioned in this section, please get in touch with your travel agent.
Cabin Facilities

Accessible cabins, fitted out especially for guests with disabilities and/or reduced mobility, are available on every ship in the fleet. Guests requiring an accessible cabin can request it at the time of booking.
The accessible cabins are larger and offer more space for movement than regular cabins, and come with extra facilities and equipment to meet special needs.

Check the facilities available on your preferred ship:

MSC Armonia, MSC Bellissima, MSC Divina, MSC Fantasia, MSC Lirica, MSC Magnifica, MSC Meraviglia, MSC Musica, MSC Opera, MSC Orchestra, MSC Poesia, MSC Preziosa, MSC Seaside, MSC Seaview, MSC Sinfonia, MSC Splendida
Reduced Mobility

All decks, public areas and tenders are designed to be as accessible as possible for guests with reduced mobility. There might be ports or tender services you may not access with a mobility device as we cannot lift it. In addition, there are varying numbers of specially fitted-out cabins available on each ship in the fleet. For safety reasons, guests requiring assistance may be requested to travel with a carer, depending on the specific route.
Wheelchairs are available on board our ships, for the use of guests during embarkation and disembarkation only, or in case of emergency. Guests that require constant use of a wheelchair or any other form of support must bring their own equipment with them. It is the responsibility of the guest to check with the relevant producers/suppliers that this equipment is safe to take on board and use on a cruise ship, and to organise both its delivery to the departure terminal in good time for embarkation, and its collection at the end of the cruise.
For detailed information on the ports of call and excursions suitable for passengers who experience mobility problems, read the relevant pages in this section, and once on board check the accuracy of the information provided.
Visual Impairments

MSC Preziosa, MSC Divina, MSC Splendida and MSC Fantasia have Braille signs in public areas, in lifts and at the entrance to the cabins; all the ships have deck indicators in the lifts and fully accessible public areas, decks and tenders.
For their safety, and depending on their level of disability, guests may be requested to travel with a carer or guide dog.
For detailed information on accessible shore excursions, read the relevant pages in this section, and once on board check the accuracy of the information provided.
Hearing Impairments

For safety reasons, guests with hearing disabilities must travel with a carer. Passengers with partial hearing disabilities can travel alone, only if they request the installation of a TDD System kit in their cabin. This kit, available in limited numbers on all ships, includes light and vibrating devices, a text phone and an analogue alarm clock.
Furthermore, wireless amplifiers and indicator lights are available in the theatre and other rooms. Indicator lights are also available in the lifts.
Service Animals

Suitably trained and certified guide dogs are allowed on board all ships, assuming that they are in a good state of health and possess all necessary documents for entering the foreign countries visited during the cruise.
The guest will be informed in advance about the accommodation made for the animal, the facilities available (if required) and the embarking and disembarking procedure.
The guest is personally responsible (with the aid of the carer if applicable) for the custody, feeding and general care of the animal during the whole stay on board.
Pregnancy

The medical facilities and equipment on board may not be technically adequate to deal with a birth or pregnancy complications. Therefore, for safety reasons, we cannot admit women on board who will have reached or exceeded their twenty-fourth week of pregnancy by the end of the cruise. Regardless of the stage of pregnancy, a doctor should be consulted before setting off on a cruise to evaluate whether the guest is fit to travel.
Dialysis

Guests undergoing peritoneal dialysis treatment can travel as normal, bringing with them all medicines and equipment that may be required during the cruise. The relevant medical treatment is available through the on-board medical facilities.

Equipment and machinery for haemodialysis treatment will only be carried on board by specialized independent companies on certain routes. For further information on this service, please contact your travel agent.
Children with Special Needs

Children with special needs have normal access to all on-board services and facilities. Although the entertainment staff do not offer a childcare service, they are trained to provide a wide range of entertainment aimed specifically at children.
All children, including those with special needs, are assigned to a certain entertainment area depending on their age. If necessary, children or young people with special needs can be placed with a lower age group (with the agreement of their parents), or they can take part in specific activities, together with their parents if required.
Special Diets

Guests with food intolerances and/or allergies are asked to inform MSC Cruises of their requirements through the Special Needs Form, and, once on board, to confirm their needs at the Reception – Guest Service and/or with the Maître d’Hôtel.
If informed in advance, on-board staff will be happy to assist guests in choosing dishes that do not contain foods or ingredients that could cause an allergic reaction.
MSC Cruises has obtained a certification from Bureau Veritas to provide gluten-free menus worldwide (food code: 20 ppm) in the main restaurants of MSC Preziosa, MSC Divina, MSC Splendida, MSC Fantasia, MSC Magnifica, MSC Poesia, MSC Orchestra and MSC Musica. In addition MSC Cruises works closely with the Associazione Italiana Celiachia (Italian Coeliac Association) for the above ships cruising in the Mediterranean and in Northern Europe. On MSC Armonia, MSC Sinfonia, MSC Opera and MSC Lirica guests can find only pre-packaged gluten-free snacks such as, biscuits, croissants, sponge cakes and muffins.
Once MSC Meraviglia, MSC Seaside and MSC Seaview are launched, we will complete the certification process with Bureau Veritas that will allow us to offer gluten-free menus on these ships as well. The process is expected to be completed within 1 month after the launch of the ships, so please check availability of gluten-free menus at time of booking.

For any other requirements not expressly mentioned in this section, please get in touch with your travel agent.

FAQ

Topic

Questions

- Does MSC Cruises offer assistance to passengers with disabilities or reduced mobility?
  MSC Cruises and its staff have always been sensitive to the needs of its guests and constantly strive to provide the best service possible in accordance with international accessibility standards. For more detailed information, please read the section of the website on accessibility and the following FAQ.
- Do on-board staff receive special training in providing assistance to passengers with disabilities or reduced mobility?
  All on-board staff receives special in-house training so that they are aware of the needs of passengers with disabilities or reduced mobility and are able to give them the necessary assistance.
- How can I let MSC Cruises know about my special needs?
  MSC Cruises should be informed of all special needs via the Special Needs Form, which is available online and at all accredited travel agencies. In addition to the Form, a medical certificate confirming that the passenger is fit to go on cruise may be requested.
- What is the deadline for notifying MSC Cruises of my special needs?
  In order to be able to provide our guests with the best possible on-board experience, we need to be aware of all our guests’ special needs in good time, regardless of their complexity. We therefore ask that guests inform us of any needs they have when they make their booking, or at the latest two working days before departure. After this deadline, we may be unable to provide the level of assistance required.
- Who will handle my request and how will it be treated?
  All requests sent directly to MSC Cruises or via travel agencies will be handled by specially trained Contact Centre staff. For certain requests closer examination from a practical or medical point of view may be necessary, and this will be carried out by a specialised internal committee. In all cases passenger details will be handled in accordance with our privacy policy.
- How soon will I receive a reply?
  On working days requests are usually dealt instantly. In some cases, however, closer examination may be necessary and replies may take a little longer. In all cases we aim to reply as soon as possible.
- Could MSC Cruises refuse my booking or deny me boarding?
  This would only happen in the interests of ensuring the safety of guests and the crew, which is of paramount importance.
- Are there cabins for passengers with disabilities or reduced mobility?
  Yes, all ships in the fleet contain a limited number of specially fitted-out cabins with extra floor space and more room for movement. These cabins should be requested at the time of booking. For further information and technical specifications, please see the relevant section.
- Can a passenger with reduced mobility travel alone?
  Yes, provided that he/she is fully independent. Otherwise, he/she must travel with a carer who can provide the necessary assistance.
- Which areas of the ship are accessible to passengers with disabilities or reduced mobility?
  All decks, public areas and passenger areas of our ships are designed to be as accessible as possible for guests with reduced mobility. The tenders are also accessible.
- Are there wheelchairs available to passengers? Can I use them?
  Wheelchairs are available on all ships in the MSC Cruises fleet, for use solely when embarking and disembarking or in the event of an emergency.
- Are there excursions accessible to passengers with disabilities or reduced mobility?
  The majority of excursions are fully accessible, but it is nevertheless advisable to check the details in the relevant section. Once on board, passengers are advised to look at the programme of available tours through the Excursions Office. A special key will indicate the level of difficulty for each individual excursion and whether passengers with reduced mobility can take part.
- Are the ports visited during the cruise accessible to passengers with disabilities or reduced mobility?
  The majority of ports are fully accessible, but it is nevertheless advisable to check the details in the relevant section.
- Can a passenger with visual disabilities travel alone?
  Yes, provided that he/she is fully independent. Otherwise, he/she must travel with a carer who can provide the necessary assistance or with a properly trained guide dog.
- Can I travel with my guide dog?
  Properly trained and certified guide dogs are always allowed on board, provided they are in good health and have all the documents required for entering the foreign countries visited during the cruise. The guest will be informed in advance about the kind of accommodation to be provided for the animal, any facilities provided and the procedure for embarking and disembarking. Guests are personally responsible (with the aid of their carer if applicable) for the custody, feeding and general care of the animal.
- Are there signs for passengers with visual disabilities?
  All our ships are fitted with Braille signs in public areas, in lifts and at the entrance to cabins. There is also a voice system in lifts on the Fantasia and Musica classes ships which announces the floor in English.
- Can a passenger with hearing disabilities travel alone?
  Yes, provided that they have partial hearing disabilities and there is a TDD kit in their cabin (including light and vibrating devices, a text phone and an analogue alarm clock). Otherwise, they must travel with a carer. A limited supply of this equipment is available on all ships and must be requested at the time of booking.
- Can I travel while pregnant?
  Yes, provided you do not reach or exceed the twenty-fourth week of pregnancy during the trip. Regardless of the stage of pregnancy, before going on a cruise it is advisable to consult a doctor who will be able to establish whether the guest is fit to travel.
- Can I undergo dialysis treatment onboard?
  Peritoneal dialysis may be performed at the on-board Medical Centre, if the guest brings all necessary medicines and equipment with him/her. The equipment and machines used for haemodialysis treatment are carried on board certain cruises only. For further information on this service please contact your travel agent.
- Is MSC Cruises able to provide assistance and entertainment for children with disabilities?
  Children with disabilities have regular access to all on-board services and facilities: although they do not offer a childcare service, entertainment staff are trained to provide a wide range of entertainment aimed specifically at youngsters. All children, including those with disabilities, are assigned to an entertainment area according to their age. If necessary, children or young people with special needs may be placed in a lower age group (with the prior consent of the parents), or may participate in specific activities, with their parents if necessary. If needed, or in the event of an emergency, the parents will be notified promptly, possibly by using beepers.
- Are there special menus for coeliac passengers or for those with food allergies/intolerances?
  Guests with food intolerances and/or allergies must inform MSC Cruises of their needs via the Special Needs Form and, once on board, confirm their requirements at Reception and/or with the Maître d’Hôtel. On Mediterranean and Northern European cruises, MSC Preziosa, MSC Splendida, MSC Fantasia, MSC Magnifica, MSC Musica, MSC Orchestra, MSC Poesia and MSC Divina are certified by the Italian Coeliac Association for the preparation and serving of gluten-free meals. All ships carry a limited selection of pre-packaged gluten-free products. If informed in advance, on-board staff will also be happy to help guests in choosing their meals to ensure they avoid foods or ingredients which may cause allergic reactions.
- Can I bring food and drink on board?
  Food and drink may only be brought on board for health reasons. Otherwise they will be confiscated during check-in and returned at the end of the cruise.
- Can I bring medicines on board?
  Yes. If possible, they should be carried in hand luggage. We also advise our guests to carry the list of medicines they intend to take on board with them, to allow on-board medical staff to provide assistance in the event of a medical emergency.
- CAN I BRING MY MOBILITY SCOOTER ON BOARD?
  Yes, you can. Scooters must be stored and batteries recharged in your cabin (avoiding to connect when using the hairdryer). Keep in mind that the scooter minimizes the available space within your cabin. Due to safety considerations, wheelchairs and scooters cannot be stored in the corridors. Your personal scooter should be able to fit in a standard cabin with a limited entry doorway (58 cm on MSC Divina and MSC Armonia, 68 cm on MSC Lirica, MSC Sinfonia and MSC Opera, 62 cm on the others). If your scooter is larger than the dimension reported for your chosen ship, you should book an H stateroom or rent a smaller scooter. Segways and other similar vehicles cannot be operated on board. They shall be confiscated and can be taken off the ship to be used while in port.

SPECIAL NEEDS

Introduction

Special health requirements

FAQ

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