Frequently Asked Questions from Travel Professionals
Who is Special Needs Group / Special Needs at Sea?
Special Needs at Sea, a Special Needs Group, Inc. company, is a travel services company that seeks to aid travelers with special needs to get out and see the world. Our motto is Delivering an accessible world™. Whether it is some form of mobility or impairment, the need for oxygen, a crib for a baby, refrigeration for medication, or materials for a service animal, we strive to fulfill all special needs for travel.
What services do you offer for my clients?
We provide special needs equipment around the world. Equipment includes, but is not limited to, wheelchairs, scooters, oxygen, bed and bath safety equipment rentals and more. We also distribute and sell special needs products.
Why are these services important?
We believe that everyone should enjoy the experience of travel, regardless of disability. And with the baby boomer generation retiring at a record pace, their desire for travel is pushing the disability travel market into the billions of dollars. Multi-generational trips are also becoming more common, so you don’t want to miss out on an entire booking just because you cannot provide travel services for one traveler in a party.
Is Special Needs Group / Special Needs at Sea a travel agency?
No. We are not a travel agency and are not in the business to compete with you. We seek to be your partner in expanding opportunities for your clients, not take them from you.
Where do you offer these services?
We have equipment and personnel available around the world and we continue to grow our network. Contact us to see if the city you need has the equipment you desire.
How can I learn more to better serve my clients?
Special Needs Group is pleased to offer a complimentary certification for Professional Travel Advisors. You must be registered with SNG in order be eligible to complete the online SNG Certified Accessible Travel Advocate Program. Please click here for more details.
Can I request other special items?
Yes. We can often deliver hospital beds, specialty mattresses, patient lifts and many other items. If you call we will attempt to find the items that your client may require.
How does the client get the equipment?
For cruises, the equipment is most often delivered directly to your client’s cabin or stateroom. For hotels, the equipment is typically left with the Front Desk or Concierge.
For selected cruise lines and ports-of-call, we offer SNG White Glove Service®. For more details please click here.
Can you deliver to hotels before or after cruises?
Yes. We often deliver to hotels before cruises or pick up from hotels after cruises.
Can I rent items only for hotel stays?
Absolutely.
What if I need oxygen before I get on a flight?
We carry several models of Portable Oxygen Concentrators (POCs) that are approved for use on most major airline. We can ship this equipment directly to your home in advance of your flight.
How do I enroll?
Please visit our Advisors page to register online.
How do I make bookings?
Bookings can be made through our toll-free number – 800-513-4515 or by submitting a request by fax at 800-513-4516. Wheelchair and scooter rental orders may be done online by logging on here. Make sure to log in first so that you get the credit for the booking.
What information is required when making bookings?
For mobility bookings: Height and weight. If for a power chair, which hand the control must be located.
For oxygen bookings: The type of oxygen delivery system they use at home and the liter flow (LPM). A doctor’s prescription is also required for all medical oxygen.
For cruise bookings: Dates of Sailing, Embarkation and Debarkation Ports, Cruise Line, Ship, Cabin, and Confirmation Number.
For hotel bookings: Dates of Stay, Hotel Name, Address, and Confirmation Number.
When is payment required?
Payment is required at time of booking.
What forms of payment do you take?
Visa, Mastercard, Discover, and American Express.
How far in advance should I make bookings?
It is best to book as far in advance as possible. While we often fill last minute requests in many ports, we cannot guarantee availability. This is even more true for sailings outside of the United States.
How much do rentals cost?
Rentals vary by type of equipment, length of rental, and location. Please contact one of our trained reservations agents to get rate information.
For how long are quotes valid?
Pricing and availability will not be guaranteed until the booking is confirmed with payment. In some locations, we have limited amounts of equipment and it could be reserved before the final booking is made.
How wide are the Scooters?
The Scooters come in three different sizes depending upon the individual weight. The Standard Scooter supports an individual 249lbs or less and is 21″; the Heavy Duty Scooter is for use by an individual between 250-349lbs and 22″. Both the Standard and Heavy Duty Scooters fit through the cabin door of most major cruise lines.
Can the mobility equipment be taken off the ships at given ports-of-call?
Wheelchairs and walkers may be taken off the ships whether the ship pulls directly into a dock or “tenders.” Scooters and Powerchairs may be taken off of the ship as long as the vessel pulls directly into a dock; tenders do not allow Scooters or Powerchairs.
Do we only rent or can equipment be purchased as well?
Yes, you can purchase as well as rent equipment. If interested in purchasing, please call 800.513.4515. Yes, you can purchase as well as rent equipment.
Do we accept medical insurance?
Unfortunately, we do not accept medical insurance. When an order is finalized, an order confirmation is email which provides the individual’s name, equipment rented and cost. The individual can check with his/her insurance provider to see if they would be reimbursed for the equipment rental following providing order confirmation.
Please register to get more in-depth information for Advisors.
Have you heard about our White Glove Service?
Please click the following link here for details: SNG White Glove Service™
