A Waterbury family learned buying trip protection, although sometimes an easy decision, can lead to a lot more headaches when it’s time to put it into use.
Arlette Yerzak was excited to spend next month on a beach with friends in Aruba and insured the trip just in case.
In November, the Yerzaks and their friends saw complaints online about mold at their hotel—enough to make them want to cancel.
Looking back to when Yerzak first decided to add trip protection to the four round-trip flights, she was convinced the Expedia agenda had told her she could use it anytime before the trip, no questions asked.
Either she was given the wrong information or she misunderstood.
Regardless, their insurance plan states it will only give refunds in the event a traveler is prevented from traveling for specific, stated reasons such as illness or a family death. A concern over moldy hotels doesn’t fall under that category.
“You’re not talking just a couple hundred dollars,” said Yerzak. “It was over $1,000.”
Yerzak tried disputing her denied claim directly with Expedia, adamant her agent said she could cancel for free. Those attempts weren’t any more successful.
“They kept saying they’ll help you out right away, [asking] ‘Is this the right call back number for you,’ But no one was calling us back,” Yerzak said. “Each time we had to wait an hour, trying to call them back.”
Just when Yerzak started giving up hope, she turned to NBC Connecticut Responds.
An Expedia representative explained that the company didn’t have to honor her request, even though she claims she was misled. However given the opportunity to make things right for the Yerzaks, Expedia did.
The travelers received $1,428 back in their pockets, one month after their problem started, but just in time for Christmas.
“It was an amazing feeling,” said Yerzak. “It really was.”