Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:05/02/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  About March 24, 2025, we notified Celebrity Cruise lines and Aon Affinity that my wife, ***** ********** had a ******* ** *** ********. She had been ****** **** *** 20 months. We filed for a refund from Celebrity Cruise line and from Aon Affinity. So far only $524.96 has been refunded by Celebrity. We have submitted all the documentation required by ***. We keep calling *** and all they tell us our claim is in process. They were notified on April 2, 2025, by Dr. ********* of ****************************************************** that ***** had a cancer relapse on March 24, ******* far all we have gotten from Aon Travel is a stall in refunding our money. This is an unnecessary frustration for us to deal with at this trying time.

  

  Business Response

  Date: 05/15/2025

  We have reviewed *** ****** inquiry, and we are happy to provide status on this matter.
  
  Our claims department has reviewed the claim and has contacted the customer regarding the finalization of the claim.
  
  The claim has been processed according to the terms of the plan purchased and therefore, the customers concerns have been addressed.
  
  We thank *** ***** for his patience during the claim process.  

  Customer Answer

  Date: 05/16/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  I have not received any refund so far.  All they have done is tell me I am getting a refund.

  ******* *****

  
  
  
  
   
  

  

  Business Response

  Date: 05/23/2025

  We have reviewed *** ****** additional inquiry, and we are happy to provide status on this matter.
  
  Our claims department has contacted the customer regarding this additional inquiry and we have provided him with the requested update including his final claim determination
  
  We thank *** ***** for his patience during the claim process. 
  

  Customer Answer

  Date: 05/27/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  ******* *****
  
  
  
   
  
  

• Initial Complaint

  Date:05/02/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We purchased cruise line tickets to celebrate my daughter's graduation. Unfortunately, my wife broke her ankle 2 weeks before our sail date of 26 April 2025. We called Carnival Cruise line, who informed us that we would have to cancel tickets, be penalized, and call AON insurance to file a claim. We completed all the steps *** asked. We were declined quickly, stating that we were disqualified because our insurance was purchased after the final payments. There were no payments as we paid in full when we made the reservations. If purchasing insurance after the final payment would disqualify us, then why is the insurance being offered AFTER final payment? This is misleading and scammy. I am sure if customers knew that purchasing this ********************** after the final payment would be a waste of money because we would immediately be disqualified, no one would purchase this. I provided a medical statement from our provider as requested by ***. We are not trying to scam anyone, unlike ***. This is an unfortunate event that prevented us from attending the much-needed vacation celebration. The purpose of this insurance is in case a flight is missed or delayed at no fault of the customer, a medical injury ( which is us) ************************* you from sailing, sickness, or death in the family. etc.

  

  Business Response

  Date: 05/12/2025

  We have reviewed *** ********** inquiry and would like to provide 
  
  Our claims department has reviewed the claim and has contacted the customer regarding the finalization of the claim.
  
  The claim has been processed according to the terms of the plan purchased and therefore, the customers concerns have been addressed.
  
  We thank *** and **** ******** for their patience during the claim process.  

  Customer Answer

  Date: 05/12/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because: 

   We were informed that two out of 4 will be refunded. While we are happy about 1/2 refund, it doesnt satisfy the other half.  All four insurance were purchased at same time. How and why is one half good for refund qhile the other half is disqualified? It gives off an impression Aon is trying to keep some funds. How are two insurance refunded and not the other two when they were all purchased same day AND at the same time.  The reason originally was disqualified because we purchase insurance after full payment. Again, all four were purchassd same day, same time, and all after final payment was made in January. This doesnt make any sense and just an ploy to keep some funds rsther than refund the other half. 

  We will be satisfy if we are credited or refund for the other 2 insurance. Again, Aon has refunded two of the four policies. 

  ****** ********
  
  
  
  
   
  

  

  Business Response

  Date: 05/28/2025

  We have reviewed *** ********** additional comments.
  Our claims department has again contacted *** ******** and has provided her with the requested information as pertains to his inquiry.  
  As we have advised of the final outcome of this inquiry, please understand there is nothing further with which we can assist at this time. 

  Customer Answer

  Date: 05/29/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been 

  Aon has made no attempt to resolve this. In fact, they advised me each time they call that they aren't willing to reverse their decision. 

  Again, they refunded two out of the four policies. Reminder that each policy was purchased on same day. They refunded **** and Rosalindas claim, but me who actually broke her ankle they refuse. Let's remember Aon in writing stated I was declined because insurance was paid for after final payment.of cruise ticket. If that is the case, why refund 2 out.of the four policies when they were all purchase after final ****************** ticket

  Aon from start was never in this to resolve to show compliance with BBB by making insulting calls. Despite our willingness to compromise, Aon will not. 

  
  ****** ********
  
  
  
  
   
  

• Initial Complaint

  Date:04/29/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  O am writing because I am disabled and I purchased a protection plan for going on a carnival cruise. This package was sold to me by carnival cruise. As a result I used the package insurance for my own money I am adding. The claim was denied because they said my condition preexisting. I was hosplizated for ************. I was advised not to travel. The package protection plan was directed to people that have health conditions. But I am being denied for health reason. **** ******** is not a preexisting condition. I was refunded all of my money back by carnival cruise except for $513.64. I want my refunded back as agreed. That's why I purchased the plan.

  

  Business Response

  Date: 05/12/2025

  We have reviewed *** ******** inquiry, and we are happy to provide status on this matter.
  
  Our claims department has reviewed the claim and has contacted the customer regarding the finalization of the claim.
  
  The claim has been processed according to the terms of the plan purchased and therefore, the customers concerns have been addressed.
  
  We thank *** ******* for his patience during the claim process.  

• Initial Complaint

  Date:04/28/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased insurance with *** for an Alaskan cruise that also included a land portion. Three separate airplane flights were cancelled over the course of 2 days - which prevented us from arriving to the hotel in ************, as part of the land portion of this Alaskan trip. This caused us to miss the first night of a hotel stay, and the first day of a land excursion. I have been trying for 6 months to resolve this claim with ***. I have had to send information multiple times, and have tried to explain this on 4 separate phone conversations. This claim is still not resolved.

  

  Business Response

  Date: 05/05/2025

  We have reviewed *** ****** inquiry, and we are happy to provide status on this matter.
  
  Our claims department has reviewed the claim and has contacted the customer regarding the finalization of the claim.
  
  The claim has been processed according to the terms of the plan purchased and therefore, the customers concerns have been addressed.
  
  We thank *** ***** for her patience during the claim process.  

  Customer Answer

  Date: 05/06/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  ** *** ***********************************

• Initial Complaint

  Date:04/18/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I filed a claim for medical expenses that I incurred on a cruise on a royal Caribbean ship. Instead of.telling what I need initially every time I send documentation, they ask for additional information.

  

  Business Response

  Date: 04/23/2025

  We have reviewed *********** inquiry and would like to provide the following status. 
  
  Our claims department has reviewed the claim and has contacted the customer regarding documentation required to finalize the claim.
  
  The claim has been processed according to the terms of the plan purchased until such information is received. 
  
  We thank *** ******* for his patience during the claim process. 

• Initial Complaint

  Date:04/17/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We purchased travel insurance with *** and our flights were cancelled both the outgoing and incoming. Moreover, I got Covid toward the end of the trip. Consequently, we missed the beginning (******) and ending tours (********* and ******). These missed tours totaled $2197.49 plus $182.20 in train (Renfe) fare. Despite having broad insurance covering trip cancellation, trip interruption, trip delay, and medical, among others, *** is refusing to pay for the expenses of missed tours and train, despite giving them the documented expenses for these items. We are requesting that they pay the $2,379.69 for missed tours and train fare.

  

  Business Response

  Date: 04/30/2025

  We have reviewed *** ******** inquiry and would like to provide the following status on this matter.
  
  Our claims department has reviewed the claim and has contacted the customer regarding the finalization of the claim.
  
  The claim has been processed according to the terms of the plan purchased and therefore, the customers concerns have been addressed.
  
  We thank *** ******** for her patience during the claim process.  

  Customer Answer

  Date: 05/04/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  The company never spoke with me. Instead, they left a dismissive message regarding my complaint. My response is uploaded as an attachment.

  ******* ********

  
  
  
  
   
  

  Customer Answer

  Date: 06/27/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because: I spoke with **** and he said AON does cover expenses incurred while on the cruise ship. He obtained for me the above document from the cruise ship, which shows a $1299 expense I incurred while the cruise ship quarantined me and would not allow me to attend the the tour, costing $1299. While I submitted other expenses that the *** policy covers but refused to pay,  including trip cancellation and trip interruption, I am willing to settle for the  $1299 expense incurred while I was quarantined. After **** sent me the letter and expenses so I could get reimbursed,  another agent, ******, called me back. She was very rude and constantly interrupting me. She also lied, saying the cruise expense originated from me, but I sent AON the email showing it was  **** who forwarded me the cruise expenses. Aon is constantly giving me the runaround and keeps putting different agents on the case who contradict each other.
  ******* ********
  
  
  
  
   
  

  

  Business Response

  Date: 07/02/2025

  We have reviewed Ms.Reynoldsadditional comments.
  
  Our claims department has again contacted *** ******** and has provided her with the requested information as pertains to her inquiry. 
  
  As we have advised of the final outcome of this inquiry, please understand there is nothing further with which we can assist at this time. 

• Initial Complaint

  Date:04/16/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I submitted a claim with AON Affinity on 3/23/25. When I spoke to an agent in February of 2025 and informed him that my daughter was just diagnosed with stage 4 cancer and I needed to cancel our cruise he told me we would receive a full refund due to the diagnosis and the time allowance as the cruise departure was 4/25/25. In addition I would receive a full refund for the flight. To date I have not received a cent from *** after multiple calls. Today I was told they would only reimburse me for 1/2 of the cruise cost and $400 for the flight. I provided them with the same documentationI am providing to you.

  

  Business Response

  Date: 04/25/2025

  We have reviewed *** ****** inquiry, and we are happy to provide status on this matter.
  
  Our claims department has reviewed the claim and has contacted the customer regarding the finalization of the claim.
  
  The claim has been processed according to the terms of the plan purchased and therefore, the customers concerns have been addressed.
  
  We thank *** **** for her patience during the claim process.  

• Initial Complaint

  Date:04/11/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In March 2025. I canceled my cruise reservation due to hospitalization of childbirth and additional complications after birth. I was told by the *** representative that I was approved for a full refund minus the nonrefundable deposit. I was referred to *** to submit a travel claim for reimbursement upon doing so I was required to have my provider fill out my medical information which then became multiple documents of invasive request regarding my health and my health records. Upon completing all documentation that was required requested through Aon travel it was then determined that I would not be receiving, the rest of my refund. When I reached back out to Aon It was stated to me that they would not be able to process my refund. Now it has been over a month With multiple Touch points on my end and I have requested to speak with a supervisor they have yet to return my call. After speaking with another representative, I was then placed on multiple hold and unable to speak with an analyst to further explain the determination to cancel the refund. At this point, I I have been lied to, and I have been manipulated in order to provide them with personal identification information, knowing that this information is shared causes me a lot of concern. I do not appreciate how I have been treated during this process and I am still looking to receive my full reimbursements.

  

  Business Response

  Date: 04/21/2025

  We have reviewed ******* inquiry and would like to provide the following status of this matter. 
  
  Our claims department has reviewed the claim and has contacted the customer regarding the finalization of the claim.
  
  The claim has been processed according to the terms of the plan purchased until any additional information is submitted by *** **************** thank *** ***** for her patience during the claim process.  
  

  Customer Answer

  Date: 05/14/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

   I reached back out to *** and submitted additional medical documentation, but I have not received a response. Additionally, an audit agent informed me that not all of my original documents were uploaded by the company. She requested that I send the documents directly to her, which I have done, but I am still waiting for a response.
  
  I purchased travel protection specifically for situations like this, yet the company appears to be making it unnecessarily difficult to refund the remaining funds I am owed.
  
  
  Thank you for your time, 
  
  ****** * ************
  
  
  
  
   
  

  

  Business Response

  Date: 05/28/2025

  We have reviewed *** ******* additional inquiry, and we are happy to provide status on this matter.
  
  Our claims department has contacted the customer regarding this additional inquiry and we have provided her with the requested update including his final claim determination
  
  We thank *** ***** for her patience during the claim process. 

  Customer Answer

  Date: 05/28/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter is on the way to completion. 
  
  Sincerely,
  
  ****** *****
  
  
  
   
  
  

• Initial Complaint

  Date:04/10/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had to cancel my cruise due to hospitalization and a diagnosis of auto amun hepatitis. I was emitted to the hospital Feb 20**. My cruise date was May 20**. I bought the insurance Feb 2024. I sent in all the proper paper work and was denied 2/3 days after we filed. The notification of denial was for a pre existing condition. A employee of *** entered the incorrect information.I called and the customer service and she saw the dates were incorrect ( their error) and she said she had to submit the paperwork to the appeals department (March 31, 20**).I called again today and was told we should receive a email in 15 days. Why should I be penalized due to their error. This totally wrong. This company is horrible. The insurance is for a substantial amount over ******** claim #*********** They had no problem processing my payment but they dont want to reimburse me for the insurance I paid for just incase something happened. ******* ****

  

  Business Response

  Date: 04/11/2025

  We have reviewed *** **** inquiry, and we are happy to provide status on this matter.
  
  Our claims department has reviewed the claim and has contacted the customer regarding the finalization of the claim.
  
  The claim has been processed according to the terms of the plan purchased and therefore, the customers concerns have been addressed.
  
  We thank *** **** for his patience during the claim process.  

• Initial Complaint

  Date:04/05/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On April 3, 2025, we received a refund denial letter from AON Affinity Travel Services for the the refund amount of $4285.80.I am filing this complaint against AON Affinity Travel Services for willfully and blatantly refusing to refund money that we paid for a trip to *****. Furthermore , they are are taking advantage of a now handicapped person (my wife ***** ****). please read the enclosed documents.Over the past year, my wife, *****, was diagnosed with Aphasia and PSP (Progressive Supranuclear Palsy). If you review these two diseases you will find that they are both progressive in nature and there is no cure for either one. ****** condition is rapidly deteriorating and can no longer travel. We booked our trip through Globus Travel and it was insured by ***. I have been in contact with both companies. Globus says they have nothing to do with refunds and that I need to contact ***. I sent *** a message requesting a refund of $4285.80 ($2142.90 each). I was asked by *** to complete a Attending Physicians Statement which we did. once the statement was completed by the doctor, we sent it to ***. *** immediately replied and said they will not refund any money. I find this in violation of their own refund policy ( see item 1 on the *** letter send on April 3, 2025. We have provided all requested documentation to *** with doctors statements saying she can no longer travel, yet they are still unwilling to refund any money. I find *** to be negligent, dishonest, and corrupt. Oh yes, and when I spoke with Globus Travel, they told me my efforts in dealing with *** would have negative results. Again, please review the enclosed documentation. Your assistance is greatly appreciated. *** and ***** ****

  

  Business Response

  Date: 04/11/2025

  We have reviewed *** ****** inquiry and would like to provide the follow status. 
  
  Our claims department has reviewed the claim and has contacted the customer regarding the finalization of the claim.
  
  The claim has been processed according to the terms of the plan purchased until additional information has been received.  
  
  We thank *** **** for his patience during the claim process.  

  Customer Answer

  Date: 04/18/2025

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID# ********* and have determined that my complaint has NOT been resolved because:
  

  AON requested the same information on several occasions. They requested  my wife’s  complete Doctors list and authorization to her medical records. They received this authorization on or around 4/1/25 along with three doctors names at the Cleveland Clinic. A new doctors list was sent on 4/9/25 along with another medical release authorization. We sent all of the AON requested information several times. I believe the information was sent to AON on three separate occasions. 

  I am confused why AON keeps requesting the same information. I am not sure if they are just trying to wear me down or they are just incompetent. 

  
  

  *** ****

  
  
  
  
  
  
  
  
  
   
  

  

  Business Response

  Date: 05/05/2025

  We have reviewed *** ****'s additional comments.

  Our claims department has again contacted *** **** and
  has provided him with the requested information as pertains to his inquiry.  

  As we have advised of the final outcome of this inquiry,
  please understand there is nothing further with which we can assist at this
  time. 

  
   

  Customer Answer

  Date: 05/06/2025

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:
  

  
  

  AON , Safety for your customers should be your first concern.  When a over seas war was getting hot and heavy, I am not sure why anyone would want to travel over seas especially when having to go through foreign countries. This just shows how inconsiderate and corrupt AON is. Everyone knows that just because a war is going on between two countries, this does not mean other countries will not get involved. Your reasoning for denying a refund for safety reasons is selfish and foolish. Just another reason to rob people of their money. 
  
  
  I still fail to understand why AON requested the same information regarding doctors and my wife’s medical records various times. We were made to jump through hoops to get their required information. In fact, AON had the authorization they kept requesting ever since we completed their Physician Contact Information form. This just tells me that AON is either not efficient in record keeping or they just try to wear people down so they will go away. 
  
  
    AON asked for letters from doctors, doctors lists, access to private medical records, while knowing that our first reason for cancelling  was safety and that we had travel certificates to rebook our trip at a later date. Again, I believe that AON is a company out to take advantage of people that for medical reasons are no longer able to travel. According to the BBB, AON Affinity Travel has 1572 complaints filed against them in the past 3 years.  Of the few that read, they we all related to customers not able to get a refund from AON. To me that is a very negative statement about AON.
  
  
  I did not read anywhere that certificates or travel extensions are exempt from getting a refund nor was it ever discussed. AON keeps contacting me directly instead of going through the BBB stating that travel extensions using Globus Travel certificates are not covered. 
  
  
  After cancelling the trip with Globus Travel, we were issued two Travel certificates in the amount of $2142.90 which extended our right to make a future reservation for 24 months.  With that said, the trip was canceled but not terminated which kept our account open and provided us the right to re-book our trip. 
  As stated in previous documentation my wife, *****, is no longer able to travel as she was diagnosed with Aphasia and PSP.  After jumping through hoops to supply AON with all medical records requested ( letter from Doctors, doctors lists, access to all private medical records) which we had to send multiple times , AON just went back to their original statement that we did not have a valid reason to cancel. 
  
  With having an open account to rebook our travel, ****** medical records provide medical evidence of her inability to make such a trip. We are requesting a full refund in the amount of $4285.80. Therefore, we are rejecting AON Affinity Travel’s reasoning and denial for refund.
  
  We are requesting the BBB to take action to Mitigate or Arbitrate this case.
  
  

  
  *** ****