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MSC con­ducted an in­ves­ti­ga­tion which found that when the fam­ily booked the cruise in May 2018, they were told that there were no dis­abled cab­ins avail­able for that par­tic­u­lar cruise.

“They still booked the cruise and were asked to fill in the stan­dard MSC Cruises’ spe­cial needs form.

“On this form, Jared Moon­samy clearly in­di­cated that he was aware that there were no dis­abled cab­ins avail­able, and that this would mean they would not ben­e­fit from the ad­di­tional com­fort and con­ve­nience of such spe­cial cab­ins,” said MSC.

After re­turn­ing from their De­cem­ber cruise, said MSC, Moon­samy lodged a com­plaint with Flight Cen­tre, which was then re­ferred to MSC Cruises’ cus­tomer ser­vice cen­tre.

“As a ges­ture of good­will, MSC Cruises of­fered Mrs Moon­samy a dis­count on a fu­ture cruise,” they said.

The com­pany said given that the Moon­samy fam­ily did not book a dis­abled cabin, and were aware of the im­pli­ca­tions of this, there were lim­its to what the MSC Mu­sica staff could do to as­sist.

In a pre­vi­ous re­sponse from MSC to Moon­samy, a cus­tomer care con­sul­tant apol­o­gised to the fam­ily for the be­hav­iour of in­con­sid­er­ate guests who smoke in un­des­ig­nated ar­eas.

“As much as pos­si­ble, the staff do mon­i­tor the cab­ins and pub­lic ar­eas to en­sure guests do not smoke and vi­o­late the ship reg­u­la­tions.

“How­ever, it is not pos­si­ble to mon­i­tor the cab­ins and pub­lic ar­eas con­stantly and we are to an ex­tent re­liant on pas­sen­ger co-op­er­a­tion in all re­gards,” she said.

With re­gard to the dis­abled deck area, the com­pany said it was reg­u­lated by the MSC Mu­sica staff and clearly de­mar­cated.

“All on-board staff re­ceive spe­cial in-house train­ing so that they are aware of the needs of pas­sen­gers with dis­abil­i­ties and are able to give them the nec­es­sary as­sis­tance,” they said.

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