AboutBonnie Schwarz Expertise I can answer questions about all cruises,excursions,travel insurance,cabin types,package tours,all travel related questions
Experience I have been a travel agent for over 20 years. I have worked with all the major cruise lines. I have also been affliated with some of the biggest travel companies in the world.
Education/Credentials Associates degree in the travel service industry. I am also CLIA certified.
Question QUESTION: Recently my friend and I booked a cruise. we planned to fly the same day as the cruise, we thought we had enough time to reach our destination with time left over. Unfortunately, the plane had mechanical problems and we had to return to the terminal. the flight was cancelled; with no way available to arrive at our destination to make the cruise. we were not able to board at the next port of call due to federal regulations. The insurance company has refused our claim of trip cancellation and instead send us a nominal amount for trip delay. they said we were not covered because the trip was not cancelled. the airline cancelled our flight and therefore our claim has been denied. I have written to everyone, the insurance company, the insurance commissioner, the airlines, and our travel agent also pursued it on our behalf. Although we have yet to hear from the insurance commissioner, all responses are the same, sorry, but no dice. Any suggestions??
ANSWER: Mariann
My first question as I was reading what happened to you was going to be did you have insurance? But I see you did. So my next question is what insurance company was it with?
When you take insurance it goes to underwriting when there is a claim. Underwriting is the decision maker to pay a claim. But without knowing the exact policy you had or the exact circumstances I can only give you generals. If you are delayed for 6 hours or more than it's considered trip delay and they shoud reimbusre you for any expenses with trying to get a flight to the next port of call etc. If the airline or airport is closed down for 24 hours or more than that is considered trip interuption. So there is a fine line(and maybe a way out for the insurance to pay)when it comes to an airline cancelling a flight.
But if you loose 50% or more of the trip than they really should pay you back for what you missed. It is the same thing if you got sick and couldn't go and you cancelled,the ship still sailed if you got sick but they usually pay back for covered illnesses. Or if you are on the cruise and you get sick on the ship they will pay back for any days missed while you were sick that you couldn't enjoy your trip.
Was there any flights offered to you to meet the ship later than the next port? Did the airline offer any help? Do you have a copy of policy and does it say anywhere about this situation?
I would keep up with with the insurance commissioner because they should pay you back some part of it, at least,as part of the trip interruption. I always tell my clients that I try to know as much as I can about insurance but I'm not an insurance agent. Everything has to be put to a claims adjuster if there is a claim and they try everything to get out of paying.
I'm not sure this helped but I wish you luck with it.
Bonnie
---------- FOLLOW-UP ----------
QUESTION: this is more of a comment than question. 1 - the insurance was with Access America, a very large company, the 2) was we were offered another flight, and lodging to meet the ship at their first port, but due to federal regulations we were not permitted to board there. I explained this to the insurance company, along with a letter stating that we could not board anywhere else. They did not care. To them it was a delay.
Answer Access America is one of the largest,if not the largest travel insurance companies. I use them so I called them and asked them this. Of course not knowing your file information I tried to get better understanding of why this would happen.
This is what they explained. If an airport is shut down for 24 hours or more and it causes someone to miss a cruise than that would most likely be a cause for them to pay back the missed cruise. But if the cruise leaves and the cause of you not making it was the airline canceling a flight is considered just trip delay.
Another question is did you try to get to the next port after that? They explained to me that if you tried to get to one of the ports and each time you tried you couldn't get on and had proof of that there might have been a better chance of getting more money back. In otherwords if you gave up after they said you couldn't come to the first port than that might have been one reason they turned you down because there might have been another opportunity to make it on the ship.
They also said they have made the policies easier to read and should explain what trip delay means in understandable terms. So look at your policy.
Keep pursuing with the insurance commisioner it might turn out you'll get more back.
