Special requirements

At AIDA, we take into account our guests’ special dietary requirements. For example, gluten-free and lactose-free dishes are always available in our buffet restaurants. In 2012, we developed another range of options which adds substantially to our previous range. Guests who suffer from particular food intolerances can inform the AIDA customer center of these before their voyage begins. On arrival day, they then go to reception to make an appointment with the chef. He informs guests about the different onboard restaurants and, at the same time, provides them with valuable tips about how they can treat themselves despite their individual intolerances. AIDA hopes with this initiative to offer guests with food intolerances and allergies increased safety, help with choices and comfort during their voyage. All dishes served in the buffet restaurants on AIDA ships are labeled in such a way that guests with allergies can choose their food very easily. And if they have any questions, our trained personnel are always happy to offer further assistance.

In order to make an AIDA voyage as comfortable as possible for guests with reduced mobility right from the start, we begin supporting them from the moment they start their journey to us. In our view, the entire trip has to be free of difficulties and added costs for each and every AIDA guest. That is why we have been assuming the additional costs for special transfer arrangements since December 1, 2012 (when an AIDA special arrival/departure package is booked). We ensure short waiting times at a special check-in counter and trained employees attend to the needs of the guest. This naturally applies for all individual requirements.
Our handicap accessible cabins are, of course, available at no extra charge. More detailed information about the features of these cabins can be found on our 360-degree tour and in the FAQ.
Almost all areas on board are wheelchair accessible. Should detours be necessary, they are clearly marked with signposts. In the theater and buffet restaurants, special seats are reserved for wheelchair users. Our employees are happy to continue offering assistance during shore excursions. In 2013, we equipped all ships with so-called wheelchair caterpillar lifts where this was technically possible. These lifts assist in the transport of heavy wheelchair users on the occasionally steep gangways. Previously this had to be done manually.  

Starting in 2014, we will offer rental wheelchairs to guests with limited mobility for a low fee. They can use these wheelchairs both on board and on shore excursions.

In our excursion brochures we identify the standard excursions that are best suited for people with special requirements. We also provide information about our “barrier-free get-togethers”. When it comes to shore excursions, we always take local circumstances into account. We also want to make greater use of our influence on relevant partners to ensure that our guests can also move freely and without barriers while on shore.

In order to support our guests with hearing impairments, we rely on the ideal combination of technology and people. We make cutting-edge technical devices available, while our AIDA service team naturally provides professional, personal assistance.

Since 2011, AIDA vacations have had even fewer barriers for guests with hearing impairments. To do this, we provide a cabin set, which transforms the sounds of warning signals, door knocks, telephone rings, and alarm clocks into light or vibration signals. We have also installed inductive audio systems at the reception desk and in the onboard theater or “Theatrium” on all of our ships. They amplify the volume of speech of reception personnel and the voices and sounds on the stage in hearing aids and implants.

Our trained employees also provide assistance. This can take the form of:

• A special check-in for guests with special requirements
• Initial information and assistance for guests on all issues related to orientation and support on board
• Installation, explanation, and maintenance of technical devices
• Invitation to a “barrier-free get-together” with proactive, individual consultations on suitable excursions and vacation planning on board
• Contact partners for all special questions related to orientation and support on board

Guests with visual impairments will find an orientation system on board with a high-contrast tactile surface and Braille writing. This is at a height of 1.22 meters. Almost all public areas on board, including bars, restaurants, lifts, stair handrails, public restrooms, and cabins, are equipped with it.

The stairs and floor coverings have different aesthetics and textures. The main passageways are equipped with handrails. At least one handrail runs through all areas and continues up the stairs. The glass doors on board also feature contrast panels.

We provide our guests with key safety information and a deck plan in a font size they can read or in Braille.

Certified guide dogs may be brought on board under certain conditions and can replace a chaperone.

Our trained employees also provide assistance. This can take the form of:

• A special check-in for guests with special requirements
• Information and assistance for guests on all issues related to orientation and support on board
• Invitation to a “barrier-free get-together” with proactive, individual consultations on suitable excursions and vacation planning on board
• Reading out menus and other printed materials

This is yet another area where we do everything we can to ensure that our guests travel as comfortably and safely as possible. Whether our guests suffer from a chronic condition or become sick during the trip, in our modern hospitals our ship doctors and nurses will see to it that guests are provided with reliable care. If an illness cannot be sufficiently treated on board, further care will be administered at a doctor’s office or hospital on shore. Our cooperation partners are available to provide patients with guidance and resources.

When they book their trip, guests who are receiving medical treatment or have a special request should notify us about important issues such as drug requirements and the potential need for medical care while on board. We are pleased to provide information and consult our guests on the extent to which it is possible to receive individually required health care on the desired voyage.

Cruises often travel to foreign countries. For this reason, we keep our guests well informed about which vaccinations and health measures are necessary or recommended for the respective destinations.

Physical therapy, including medical massages, is also available on board. Our guests can take advantage of these services in our Body & Soul spa areas.