I went solo with Celebrity Cruises on a 12-night trip in and around Spain last December but I was abandoned on a day excursion. 

All I have been offered was a voucher for 30 Euros for on-board spending and £100 off a future cruise. Since I will never take another after this episode, it is worthless. Please help.

Anon.

Sally Hamilton replies: You explained to me how you have severe sight and hearing disabilities, which you had made Celebrity Cruises fully aware of when booking airport assistance. This makes what happened all the more astounding.

During the trip, you paid Celebrity for a coach excursion with a third party to the Andalusian city of Marbella from Malaga, where the ship was docked. 

On land, the tour guide handed out radio devices to communicate with. You were unable to use this gadget because you wear hearing aids, which you told the guide.

Later on, your group visited a square where you were told there would be a 30-minute break and to meet back at the same location. You checked with the guide you had heard this properly and then went to a nearby cafe.

Anxious not to miss the coach, you returned to the original spot ten minutes early. You waited and waited but no one showed up. 

Panic set in. Unable to speak Spanish, you struggled to find help even from passing police who you said dismissed you. To make matters worse your phone was almost out of charge.

Fortunately, a French tourist, who happened to be a paramedic, stopped to help. He calmed you down and used his own phone to ring Celebrity, but the call handler failed to help. He then rang the tour company, who admitted they knew you were missing but had returned to the ship.

Your rescuer ensured a taxi was ordered for you. Two reps were waiting at the pier to pay for the cab and take notes. This was when the voucher for spending on board and future discount were mentioned. 

So upset after the ordeal, you developed a stomach ache and took to your cabin for two days, until the trip ended. Celebrity did check in on you twice by phone.

It was only when you were disembarking that two fellow travellers, who had been on the day out, explained the tour guide had rearranged the meeting place over the radio system. They had told the guide you were missing and even offered to seek you out, but were slapped down and the coach simply left.

Back home you twice tried to complain to Celebrity but got no response. On your request the travel agent you booked with, Have A Nice Stay, stepped in to lean on the cruise firm. For further throttle, you came to me.

I was upset on your behalf. The cavalier attitude of the tour guide was not acceptable. And it’s just not good enough to offer £100 off a cruise that you will never take.

Celebrity Cruises looked into the case and offered compensation of £420, which you have accepted. Of more value to you, though, was the accompanying apology, which should have been more fulsome in the first place.

The firm says: ‘We are taking this situation very seriously. The matter has been resolved directly with the guest, and steps have been put in place to improve the guest experience.’

Let’s hope that Celebrity Cruises’ first port of call will be to ensure it uses third-party tour guides who show more consideration and compassion towards vulnerable guests.

I can't get a mobile signal after moving to be nearer my daughter 

My husband and I are both 80 years old and recently moved to Marlborough to be near my daughter as I have been diagnosed with incurable cancer. 

I require many appointments for blood tests, scans and treatments. Since moving I have struggled to get mobile phone coverage via my EE network, which is causing me stress.

I want to switch to a network that works, but EE want to charge me £187 to cancel my contract. Please help.

S.S., Cheltenham, Gloucestershire.

Sally Hamilton replies: I’m sorry to hear about your diagnosis and sympathise with you over your struggles with EE. 

You explained the weak signal at your new home means you are missing vital calls, including one confirming an appointment with your new cancer consultant. You have had to hang out the window or go down the front path to get a connection.

This is not sustainable as you need to be able to receive calls at all times regarding scans and blood test results that often lead to further appointments.

Instead of just letting you exit free of charge, EE suggested you try out add-ons to improve the signal first. This included an antenna to be installed where the outdoor mobile signal can be detected, such as near a window or upstairs.

You declined as you didn’t have faith in it working, as each time EE checked your network, you said it admitted the coverage was poor. 

Since you turned down the add-ons, EE said you would have to pay the penalty fee to cancel your contract. You offered to pay half, but it declined.

Meanwhile, you have switched to Vodafone, which works well for you as there is a mobile mast on the hill nearby and you say you receive your calls ‘loud and clear’.

I asked EE if it would reconsider your exit charge, because of the poor signal and the hassle you experienced. EE responded that it is not possible to guarantee mobile signal indoors because many factors outside of its control can impact signal strength.

These include construction materials used in a property and the thickness of walls. However, it said it was happy to waive the fee along with your last bill because of your personal circumstances.

An EE spokesman says: ‘We are sorry S.S. faced issues with her mobile signal after moving home. 

'We have contacted her and have agreed to refund her final bill as a goodwill gesture, which included the early termination charges. She is happy with this offer and her complaint has been resolved.’

A tip for those suffering poor signal, like you, and preferring not to use boosters, is to try Wi-Fi calling. This means using a property’s internet connection instead of the mobile network. Once set up, calls should automatically switch to Wi-Fi calling if a 4G mobile signal isn’t strong enough.

Set-up varies depending on your phone. First, check the device is connected to Wi-Fi. Then, for an iPhone, tap on ‘settings’, then ‘mobile service’ and scroll down to Wi-Fi calling. 

On an android, look for ‘network connection settings’ or similar, with Wi-Fi calling an option on the subsequent menu.

• Write to Sally Hamilton at Sally Sorts It, Money Mail, Northcliffe House, 2 Derry Street, London W8 5TT or email [email protected] — include phone number, address and a note addressed to the offending organisation giving them permission to talk to Sally Hamilton. Please do not send original documents as we cannot take responsibility for them. No legal responsibility can be accepted by the Daily Mail for answers given.