How can I contact Marella Cruises Special Needs?

Cruising is meant to be an enjoyable and inclusive holiday for everyone. Marella Cruises, part of TUI, is committed to ensuring that all passengers, including those with special needs, disabilities, or medical requirements, are well taken care of throughout their journey.

If you or a member of your travel party requires additional assistance, you may be wondering: “How can I contact Marella Cruises Special Needs?”

1. Why Contact Marella Cruises Special Needs Team?

The Marella Cruises Special Needs team assists passengers with:

• Mobility issues – wheelchair assistance, accessible cabins, mobility scooter storage

• Medical requirements – oxygen supply, dialysis support, refrigeration for medication

• Dietary needs – allergies, intolerances, or special diets

• Visual or hearing impairments – accessible materials, interpreters, or adapted excursions

• Embarkation/disembarkation assistance – priority boarding, wheelchair access at ports

• Service animals – guidance on bringing registered assistance dogs

• Cabin modifications – accessible bathrooms, handrails, extra space for mobility aids

By contacting them in advance, Marella can make the necessary arrangements, ensuring a stress-free holiday.

2. How to Contact Marella Cruises Special Needs

There are several ways to reach the Special Needs team depending on your preference:

2.1 By Phone

• Call TUI/Marella customer service and request to be transferred to the Special Assistance team.

• UK contact number (as of 2025): 0203 636 1862 (charges may apply, always check latest contact info on official website).

2 By Email

• Email: cruises.customerservices@tui.co.uk (include “Special Needs Assistance Request” in the subject line).

• Provide your booking reference, travel dates, and detailed requirements.

2.3 Online Form

• Visit the official TUI/Marella Cruises Special Assistance page.

• Complete the Special Needs Request Form (available via TUI’s accessibility section).

4 Through a Travel Agent

• If you booked via a third-party travel agency, they can submit your request to Marella’s Special Needs department.

• Always confirm that your request has been logged directly with Marella.

5 At the Port or Onboard

• If urgent needs arise, inform the check-in desk at the port or the Guest Services team onboard.

• However, Marella strongly advises advance notice (preferably at least 60 days before sailing).

3. Information You Should Provide When Contacting

When you contact Marella’s Special Needs team, include the following:

• Full name(s) of passenger(s)

• Booking reference and ship name

• Sailing date and itinerary

• Type of assistance required (mobility, dietary, medical, sensory, etc.)

• Any equipment being brought onboard (wheelchair, scooter, oxygen, etc.)

• Medical certificates if necessary (for oxygen or dialysis)

• Dietary requests in detail (gluten-free, nut allergy, vegetarian, kosher, etc.)

The more detail you provide, the better the team can prepare.

4. Marella Cruises Special Needs Policies

Understanding Marella’s policies helps ensure your requests are handled smoothly.

1 Mobility Assistance

• Wheelchair assistance available at embarkation and disembarkation.

• Accessible cabins must be requested early (limited availability).

• Scooters must meet size restrictions to fit through standard cabin doors.

2 Medical Needs

• Passengers must bring enough medication for the duration of the cruise.

• Refrigeration can be arranged in cabins for essential medicines.

• Oxygen and dialysis equipment may require medical clearance.

3 Dietary Requirements

• Requests must be logged at least 60 days before sailing.

• Restaurants and buffets provide labeled allergen information.

• Kosher and halal meals may require advance arrangement.

4 Service Animals

• Only registered assistance dogs are permitted onboard.

• Paperwork and vaccination certificates must be submitted in advance.

4.5 Excursions

• Not all excursions are accessible.

• Marella offers adapted tours in certain destinations – contact the team for options.

5. Step-by-Step Process to Request Special Assistance

Here’s a structured approach for passengers:

1. Book your cruise (or hold a reservation).

2. Contact the Special Needs team via phone or email immediately after booking.

3. Submit supporting documents (medical certificates, equipment details, etc.).

4. Receive confirmation from Marella (always get this in writing).

5. Confirm again before sailing (2–3 weeks before departure).

6. Remind the staff at embarkation to ensure assistance is ready.

6. Real-Life Scenarios

Scenario 1: Mobility Assistance

John, a wheelchair user, contacted Marella three months before his cruise. He secured an accessible cabin with a roll-in shower and arranged wheelchair help at embarkation. The process was seamless.

Scenario 2: Medical Requirements

Priya required daily refrigerated medication. Marella’s Special Needs team arranged for a mini-fridge in her cabin and provided onboard medical support.

Scenario 3: Dietary Requests

Michael had a severe nut allergy. By contacting Marella early, the chefs were informed in advance, ensuring his meals were safe.

7. Tips for Smooth Communication

1. Contact early – Special cabins and services are limited.

2. Be specific – Clearly explain your needs.

3. Keep records – Save all email confirmations.

4. Reconfirm closer to departure – Avoid last-minute surprises.

5. Bring medical documents – Doctors’ notes help with approvals.

6. Ask about excursions – Check accessibility before booking tours.

8. FAQs About Marella Cruises Special Needs Contact

Q1: How far in advance should I contact Marella for assistance?

• At least 60 days before departure, but earlier is better.

Q2: Is there a dedicated phone number for Special Needs?

• Yes, but you may be routed through Marella’s main customer service first.

Q3: Do I need medical clearance to bring oxygen?

• Yes, Marella requires a doctor’s certificate for oxygen and some medical equipment.

Q4: Are all ships fully accessible?

• Most Marella ships have accessible cabins and features, but availability is limited.

Q5: Can I book excursions for wheelchair users?

• Some destinations offer adapted tours; confirm with the Special Needs team.

Q6: Are dietary requests guaranteed?

• Marella does its best but requires advance notice to ensure availability.

9. Benefits of Contacting Marella Special Needs Early

• Ensures proper arrangements are in place

• Reduces boarding stress

• Guarantees cabin accessibility if needed

• Provides peace of mind for medical needs

• Allows chefs and staff to prepare in advance

• Improves overall cruise experience

10.Used  phone, email, or online forms through TUI/Marella customer service.

If you’re asking “How can I contact Marella Cruises Special Needs?”, the answer is simple: by phone, email, or online forms through TUI/Marella customer service.

By providing detailed information early, including medical or mobility needs, Marella can ensure a comfortable and stress-free cruise holiday.

The Special Needs team’s role is to make cruising inclusive for all passengers, ensuring every traveler — regardless of their health or mobility situation — can enjoy the full Marella experience.

Final Tip: Always contact Marella well in advance, reconfirm before departure, and carry written confirmation of your requests to avoid complications.