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How can I contact Avalon Waterways Special Needs?

  • Michael Rodriguez
  • 9 October 2025
  • 10 min read

How can I contact Avalon Waterways Special Needs?

Avalon Waterways is known for redefining river cruising by offering travelers unparalleled comfort, personalized experiences, and access to some of the world’s most scenic waterways. Yet, one of Avalon’s greatest strengths is its commitment to accessibility and special needs support. Whether you require mobility assistance, dietary accommodations, or medical aid, Avalon Waterways strives to ensure that every guest can cruise safely and comfortably.However, to ensure these needs are properly managed, guests must contact the Avalon Waterways Special Needs Department well in advance of their departure. Doing so allows the cruise line to review requests, verify feasibility, and make the necessary arrangements onboard and during excursions.In this comprehensive 3000-word guide, you’ll discover how to contact Avalon Waterways Special Needs, the type of assistance they offer, when to submit your requests, and how to ensure your special needs are fully addressed before sailing.

1. Understanding Avalon Waterways’ Approach to Accessibility

Avalon Waterways is part of the Globus family of brands, which includes Globus, Cosmos, and Monograms. Across these brands, Avalon emphasizes inclusive travel experiences for passengers of varying mobility levels, medical requirements, and dietary needs.

While river ships are smaller than ocean liners, Avalon’s fleet features thoughtful design choices that improve accessibility, such as:

  • Elevator access between decks (on most vessels)

  • Accessible staterooms with widened doorways

  • Grab bars in bathrooms

  • Low-threshold showers

  • Wheelchair-accessible public areas (where possible)

  • Personalized shore excursion options for guests with limited mobility

Despite these efforts, river cruise accessibility can vary by region, especially in older European ports where infrastructure is limited. That’s why it’s crucial to communicate with Avalon’s Special Needs department before booking or traveling.

2. What Is the Avalon Waterways Special Needs Department?

The Avalon Waterways Special Needs Department is a dedicated service team that assists travelers requiring special accommodations. Their role includes:

  • Reviewing and documenting medical or mobility-related needs

  • Coordinating with ship crews and local partners

  • Assessing port and excursion accessibility

  • Advising travelers on equipment rental options

  • Ensuring dietary restrictions are communicated to onboard chefs

  • Providing contact points for emergency assistance during travel

This department ensures that guests receive the support needed for a safe, enjoyable experience, while maintaining compliance with safety and international maritime regulations.

3. How to Contact Avalon Waterways Special Needs

There are several ways to contact Avalon Waterways’ Special Needs department, depending on your location and booking method. Below is a complete overview.

A. By Phone (U.S. and Canada)

The most direct and efficient way to contact Avalon Waterways’ Special Needs team is by phone.

Phone Number: 1-800-268-3636Department: Customer Service / Special NeedsHours: Monday–Friday, 9:00 a.m. to 7:00 p.m. (Eastern Time)

When calling, have the following information ready:

  • Full name (as per booking)

  • Booking confirmation number

  • Travel dates and cruise name

  • Detailed description of your request (e.g., mobility aid, dietary needs, medical condition)

  • Contact information for any care providers traveling with you

B. By Email

If your needs are complex or require detailed documentation, contacting Avalon Waterways by email is highly recommended.

Email:đź“§ specialneeds@globusfamily.com (for Globus family brands, including Avalon Waterways)

In your email, include:

  • Subject line: “Special Needs Request – [Booking Number] – Avalon Waterways”

  • A detailed explanation of your requirements

  • Attach medical or mobility documents (if applicable)

  • Contact phone number for follow-up

You will receive an acknowledgment email within 48–72 hours, followed by a formal response once your request is reviewed.

C. Via Travel Agent

If you booked your Avalon Waterways cruise through a travel agent, they can submit special needs requests on your behalf. Most agents are familiar with Avalon’s process and can coordinate with the Special Needs department directly.

Provide your travel agent with:

  • Full details of your condition or accessibility requirement

  • The type of assistance you need (mobility device, dietary, medical storage, etc.)

  • The urgency of the request

Your agent will liaise with Avalon’s internal support team and confirm arrangements in writing.

D. Through Online Contact Form

You can also reach Avalon Waterways via the online contact form on their website:

  1. Visit www.avalonwaterways.com/contact-us/

  2. Select “Customer Service / Accessibility Assistance.”

  3. Fill in your name, booking number, and message.

  4. In the message box, explain your special needs requirements in detail.

  5. Submit and await a response within 2–3 business days.

E. International Contact Numbers

Avalon Waterways operates globally through regional offices. Below are a few important contact numbers:

RegionPhone NumberOperating Hours

United States/Canada1-800-268-36369 AM – 7 PM (ET)

United Kingdom+44 208 315 45009 AM – 5 PM (GMT)

Australia1300 230 2349 AM – 5 PM (AEST)

New Zealand0800 000 8839 AM – 5 PM (NZST)

EuropeContact via local partnerVaries

When calling internationally, check time zones and have your booking reference ready for faster service.

4. When to Contact the Special Needs Department

The earlier you contact Avalon Waterways, the better the chances of successful accommodation. Ideally, you should notify the Special Needs department:

  • At booking or within 7 days of reservation.

  • No later than 60 days before departure.

Early communication allows Avalon to:

  • Confirm ship accessibility for your specific cruise route.

  • Arrange accessible transfers and excursions.

  • Notify onboard staff of your requirements.

  • Coordinate with medical providers or dietary teams.

Last-minute requests may be difficult to accommodate, especially for specialized mobility equipment or third-party services.

5. What Types of Assistance Does Avalon Waterways Offer?

Avalon provides several types of special assistance for travelers, though the level of support may depend on the vessel and destination.

A. Mobility Assistance

Avalon offers limited wheelchair accessibility on select ships, but not all decks are reachable due to river vessel design. Assistance includes:

  • Elevator access between decks (except to Sky Deck)

  • Accessible cabins with roll-in showers and wider doors

  • Boarding and disembarkation support

  • Port assistance (where possible)

  • Collaboration with Special Needs at Sea for wheelchair or scooter rentals

Note: Guests must bring their own mobility devices or arrange rentals independently, as Avalon ships have limited storage space.

B. Dietary Accommodations

Avalon’s culinary team caters to most dietary requirements, including:

  • Vegetarian and vegan options

  • Gluten-free and lactose-free meals

  • Low-sodium or diabetic diets

  • Allergen avoidance (e.g., nut-free)

Requests must be submitted to the Special Needs team at least 30 days before sailing to ensure menu preparation and ingredient sourcing.

C. Medical and Health Support

Avalon ships are not equipped with full medical facilities, but basic first-aid and medication refrigeration are available.

Services include:

  • Refrigerator access for medication

  • Onboard first-aid assistance

  • Coordination with local medical facilities during excursions

  • Support for guests with pacemakers or oxygen requirements (with advance notice)

Guests must travel with necessary prescriptions and notify Avalon of medical conditions that might affect mobility or emergency procedures.

D. Hearing and Vision Assistance

Avalon can provide:

  • Large-print daily schedules

  • Closed captioning (on select devices)

  • Assistance with tour guides for guests with hearing impairments

  • Personal escort assistance (where available)

Requests for such services must be submitted in advance through the Special Needs department.

E. Cognitive and Developmental Needs

For guests with autism, dementia, or cognitive impairments, Avalon staff offer:

  • Personalized embarkation assistance

  • Simplified check-in procedures

  • Priority support during excursions

  • Companion accommodations (with notification)

While Avalon does not provide trained caregivers, guests may bring their own assistants, whose arrangements can be coordinated via the Special Needs team.

6. Required Information When Submitting a Request

To ensure Avalon Waterways can accommodate your needs accurately, your communication should include:

  1. Full Name and Booking Number

  2. Cruise Name and Departure Date

  3. Specific Type of Assistance Needed

  4. Medical or Dietary Details (if applicable)

  5. Mobility Device Information (type, size, and battery specifications)

  6. Contact Details for Follow-Up

  7. Caregiver or Companion Information

Providing complete information allows Avalon’s team to assess feasibility and coordinate logistics early.

7. Avalon’s Partnership with Accessibility Providers

Avalon collaborates with third-party companies like Special Needs at Sea and Scootaround for mobility equipment rentals, including:

  • Wheelchairs (manual and electric)

  • Scooters

  • Oxygen concentrators

  • Shower chairs

You can contact these providers directly or request Avalon’s Special Needs department to facilitate the arrangements.

8. Accessibility of Shore Excursions

Not all Avalon excursions are fully accessible due to regional infrastructure. The Special Needs department can provide:

  • Detailed accessibility information for each port

  • Advice on which excursions are suitable for limited mobility

  • Private or modified tours (in select destinations)

Discuss your activity level and limitations with Avalon staff before selecting excursions.

9. Key Limitations to Understand

While Avalon strives to accommodate all guests, there are operational limitations:

  • Ships may not have fully ADA-compliant cabins.

  • Some European ports lack ramps or accessible gangways.

  • Elevators may not access the Sky Deck.

  • Shore excursions often involve walking over cobblestones or stairs.

  • Crew are not authorized to lift guests or heavy mobility equipment.

Understanding these restrictions ensures you plan your trip with realistic expectations and adequate support.

10. Tips for a Smooth Accessibility Experience

  1. Book early to secure accessible staterooms.

  2. Provide documentation for medical or mobility equipment.

  3. Reconfirm arrangements 30 days before departure.

  4. Travel with extra medication and a copy of your prescriptions.

  5. Use travel insurance that covers medical emergencies and mobility devices.

  6. Download the AvalonGo app for real-time updates on excursions and accessibility alerts.

  7. Bring adapters or chargers for powered mobility equipment.

11. What to Expect Onboard

Once your request is confirmed, Avalon’s crew will:

  • Welcome you with personalized assistance at embarkation.

  • Ensure your cabin is prepared with requested equipment.

  • Offer help during mealtimes and excursions.

  • Maintain clear communication throughout the journey.

Staff are trained in hospitality and basic accessibility etiquette, ensuring dignity and respect for every guest.

12. Post-Travel Feedback

After your cruise, Avalon encourages guests to share feedback on accessibility experiences. You can email customerrelations@globusfamily.com or complete a post-cruise survey.

Feedback helps Avalon enhance its accessibility programs and support future travelers with special needs.

13. Summary Table: Contacting Avalon Waterways Special Needs

Contact MethodDetails

Phone (U.S./Canada)1-800-268-3636

Emailspecialneeds@globusfamily.com

Online FormAvalon Contact Page

Travel AgentSubmit request on your behalf

Mailing AddressAvalon Waterways, 5301 S. Federal Circle, Littleton, CO 80123, USA

Best Time to Contact60+ days before departure

14. Frequently Asked Questions (FAQs)

Q1. Does Avalon Waterways have fully accessible cabins?

Yes, select ships offer accessible cabins with widened doors and roll-in showers. Availability varies by vessel, so book early.

Q2. Can I bring my own wheelchair or scooter?

Yes, but you must inform the Special Needs department of size and battery type to confirm storage safety.

Q3. Are Avalon shore excursions wheelchair-friendly?

Some are, but accessibility depends on the port. Avalon can provide details through its Special Needs team.

Q4. Can Avalon accommodate oxygen or CPAP users?

Yes, with prior notification. You may need to arrange your own equipment rental or bring your personal device.

Q5. Are service animals allowed onboard?

Service animals are permitted on Avalon ships but must comply with international regulations and have advance approval.

Special needs department 

Avalon Waterways believes that everyone deserves the joy of discovering the world’s rivers, regardless of mobility or medical needs. Their Special Needs department stands ready to assist with personalized care, ensuring you sail with peace of mind and confidence.By contacting Avalon early—whether through phone, email, or your travel agent—you enable their team to coordinate accommodations, make safety arrangements, and ensure your cruise exceeds expectations.From accessible cabins to dietary accommodations and medical support, Avalon’s dedication to inclusivity ensures that your river cruise is not only memorable but also comfortable and dignified from start to finish.

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