An Inside Look at Vacations To Go’s Special Needs Team: An Interview
By Romilly, Journeyable
Vacations To Go has been a leader in accessible cruising for nearly two decades. We sat down with RJ Hightower, Senior Director, and Kelly Bradshaw, Senior Manager, to learn more about their Special Needs Department and how they’re making cruising accessible for everyone.
Good morning, RJ and Kelly! Thanks for joining me today. Let’s dive right in—can you start by introducing yourselves and your roles at Vacations To Go?
Kelly: Sure! My name is Kelly, and I joined Vacations To Go in 2012. Before that, I worked onboard cruise ships for almost four years with Carnival Cruise Lines. My job was to keep the teenagers entertained!
I’m currently the Senior Manager over the Groups Department and the Special Needs Department. I get to work closely with RJ and learn from him as a mentor, which has been great.
RJ: I’m RJ Hightower. I’ve been with Vacations To Go since 2007, right out of college. I started as an agent, like Kelly, and worked my way up to Senior Director and one of the things I oversee is our Special Needs Department, which I’ve been involved with since 2010. Over the years, I’ve seen how the industry has evolved, especially in terms of accessibility, and I’m proud of how our team has helped shape that.
What Makes Vacations To Go’s Special Needs Department Unique?
RJ: Our Special Needs Department is staffed by 15 agents who are experts in handling accessibility requests. We’re open seven days a week, and our agents are trained to assist with a wide range of needs—from mobility and dietary requirements to more complex medical situations. What’s unique about our department is that it’s not just about booking a cruise; it’s about ensuring that every aspect of the trip is accessible and comfortable for our clients.
Kelly: To be part of this department, our agents need to have at least a year of experience and a strong customer service score. It’s important that they’re not only knowledgeable but also empathetic and dedicated to helping our clients have the best possible experience. We also do ongoing training to keep everyone up-to-date with the latest policies and offerings from the cruise lines.
How Has Accessible Cruising Evolved Over the Years?
RJ: The industry has come a long way. When we first started, making a special needs request was a lot more complicated. Now, thanks to technology, we can submit these requests online and track them, ensuring everything is in place before our clients even step on board. Cruise lines have also made significant improvements. For example, Royal Caribbean has really led the charge with accessible features on their ships, and other lines are following suit.
What Kind of Relationship Does Vacations To Go Have with Cruise Lines?
RJ: We have a great relationship with all the major cruise lines, which is crucial for handling special needs requests. For example, I’ve been on the travel agent advisory board for Royal Caribbean, and I’ve worked closely with their access department. These relationships allow us to get accurate, up-to-date information and to resolve any issues that might arise. It’s all about making sure our clients have a seamless experience from start to finish.
Kelly: And it’s not just about resolving issues—it’s also about advocating for our clients. If we hear feedback that a certain accessibility feature would be beneficial, we pass that along to the cruise lines. Sometimes, we even see those changes implemented, which is really rewarding.
Do You Have Any Memorable Stories About Helping a Client with Special Needs?
RJ: One story that stands out is about a family with a daughter who uses a wheelchair. There was a mix-up in the booking process, and they didn’t get an accessible cabin. The cruise was just around the corner, and there were no accessible rooms left. We worked with the cruise line to move a guest who didn’t need the accessible cabin, and the family was able to enjoy their vacation. It’s those moments where we can make a difference that really stick with you.
Kelly: That’s why it’s so important to ask the right questions and make sure every detail is covered. Our agents are trained to anticipate needs and offer solutions, whether it’s something as simple as a raised toilet seat or a more complex medical request.
What Advice Would You Give to Someone with Special Needs Who’s Thinking About Taking a Cruise for the First Time?
Kelly: My advice would be not to be afraid to ask questions. There are so many little details that can make a big difference in your experience. For example, Royal Caribbean offers devices that can help hearing impaired guests play bingo by lighting up the numbers on their card. It’s those kinds of things that our agents are here to help with.
RJ: And don’t be shy about sharing your needs. We’re here to help, and the more we know, the better we can assist. Whether it’s making sure you have the right cabin or arranging for a caregiver’s accommodations, we’re here to make sure your cruise is as enjoyable as possible.
We’re excited to have Vacations To Go as a partner in the Journeyable Accessible Travel Community. Their dedication to accessible cruising perfectly complements our mission of empowering travelers of all abilities. Together, we’re paving the way for more inclusive and enjoyable travel experiences for everyone.
Ready to set sail? Contact one of their cruise counselors today by calling (800) 998-6902 to start planning your dream cruise.
