Airline Insurance

[redcarman]

My elderly aunt purchased an airline ticket back in April to go to the Phillipines to stay with her daughter over Christmas, flying in December... Since then she is in need of a hip operation following a fall during the summer.. Operation to replace hip next week so naturally can't go.. Travel agents refuse to refund her money or "knock- back" fliight to a suitable date.. They reckon she wasn't insured and has now lost �770 on the deal..
Repeated pleas to them fall on deaf ears, and I can't believe that her money has just "vanished".. Any recourse do you think, and what is my aunt's next move..???

[pauln90]

Did she take out travel insurance before the fall which led to the need for a hip replacement. If not then I can't see her getting the money back

[NORMANTHEDOG]

unless she took out cover before the accident,then she hasent got a leg to stand on,sorry about the pun.but she should have taken out insurance when booking.

[pauln90]

I should have also asked what type of ticket she bought. Have you checked the terms and conditions of the carrier. They may allow a transfer or refund.

[redcarman]

Thanks for all the answers folks.. Unfortunately, my aunt ( unbeknown to me ) purchased the ticket in the travel agents, paying cash, as she was asked to by the salesperson..
I think that taking that amount of money off a 75 year old lady still takes some beating, especially as the travel agency in question is a household name.. As for the terms and conditions, they seem to be loaded in the insurers favour and the ticket they sold her wasn't the appropriate one in my opinion..
She maintains that she wasn't offered insurance at the time, yet the agent maintains that she was..
It leaves a nasty taste in my mouth, yet doesn't big business these days seem to get away with so much sharp practice..!!!
Once again, thanks, but I think she is gonna' bite the bullet and try to save up some cash for next years trip, and this time I will be booking her ticket..!!!!

[chazza]

The same thing happened to my friend, he had booked a holiday to australia, with travel insurance as well. Between buying the ticket and insurance and travelling, he was told he needed a back operation adn was told not to fly. The insurance company refused to pay out, stating that he must have had a back condition at the time he booked the ticket. Repeated letters and phonecalls got us nowhere, so even with insurance you don't always get the money back!

[redcarman]

Yeah, you're right there Chazza.. Sometimes I think that it's nothing more than legalised theft by the insurance companies.. They are sharp enough to take your money, but by God, they certainly hate to actually pay out...!!!

[redcarman]

Hi folks.. Just to let you know that things have now been resolved.. Believe it or not, when the travel agent sent her tickets out, I personally rang up the airline concerned and asked if I could re-book the tickets for a later date... Surprise, surprise... no problem..
Once the travel agent was out of the picture things moved at a fast pace and she is now flying out to Manila in March..
A good result and one I am very pleased about... Oh, and by the way, the airline concerned was KLM.. I won't hear a word said against them... Well done to KLM..!!!!