Complaints
Customer Complaints Summary
- 1,516 total complaints in the last 3 years.
- 153 complaints closed in the last 12 months.
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Initial Complaint
Date:10/15/2024
Type: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 purchased a cruise for June 8 -18, 2024 that included airfare. I was notified in March of of 2024 that our return flight would not be until June 19, 2024 and I would be staying an extra day at my expense for food, transportation and lodging. It was my understanding i had travel insurance for trip interruption.
Business Response
Date: 10/21/2024
We have reviewed *** ****** complaint and would like to provide the following status on this matter.
Our claims department has reviewed the claim and has contacted the customer on 10/17 regarding the finalization of the claim.
The claim has been processed according to the terms of the plan purchased and therefore there will be no reimbursement forthcoming.
We thank *** **** for her patience during the claim process.Initial Complaint
Date:09/26/2024
Type: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.
My husband and I signed up for a cruise to ** for Aug *****, 24, on Princess Cruises, Jan of 2024. We took out the premium insurance in case we had to cancel for any reason. When asked if we had to cancel, would we receive a full refund., We were told Yes. You could cancel up to 72 hours prior to departure for ANY REASON and receive a full refund. So we made our deposit toward the full amount of $3297.34. Princess Cruise line paid what they said was their portion, $1212. 82, after We cancelled our trip on July 16, 2024. They wanted to know the reason for the cancellation. I had gotten scheduled to have surgery on June 28, which I would have still been able to go on the cruise. However 3 days prior it was cancelled due to issues that did not involve me. So I was put on a cancellation list so had to cancel our cruise. It got scheduled for Aug 12. Then *** wanted documentation from my surgeon. ( which was provided but should have not been necessary). Then they just kept putting off resolving payment. Then on 9/11 ******** ****** called from Princess Cruise Line. She later in the day stated she found out my refund had been approved two days before and I should have the refund in my credit card account by th first of the next week. Monday the 16th came and went with no deposit. So I called her again and then I was told allow 2 weeks from the date she talked to me. Today is 9/25 and no deposit. I have been waiting 2 months for my refund which I was told by Princess would be $2084.50 from ***. I called ******** again and she sent this email: I have forwarded your information to our service department. The last I heard was what I told you in our previous conversation. So the **** has been passed again. For a policy that is stated, book with confidence, you can get a refund up to 72 hours before departure with NO Reason, I am extremely frustrated with this company and with Princess who contracted with *** to provide their travel insurance. I want my Refund!Business Response
Date: 10/02/2024
We have reviewed *** ****** complaint, and we are happy to provide status on this matter.
Our claims department has reviewed the claim and has spoken to the customer on 10/2 regarding the finalization of the claim and reimbursement.
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: 10/03/2024
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:09/26/2024
Type: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.
We purchased travel insurance prior to our cruise on Norwegian. Our flight got delayed and we almost missed our cruise. Our baggage was delayed because of it. We were on 7 day cruise and didn't receive our baggage until day 5. So we have to purchase everything from deodorant to toothpaste. We paid for transfer from airport to Port but missed transfers so had to get taxi. *** keeps saying they need more paperwork and we have provided everything we able to provide and they still refuse to the claim.Business Response
Date: 10/10/2024
We have reviewed *** ******** complaint, and we are happy to provide status on this matter.
Our claims department has reviewed the claim and has contacted the customer on 10/4 regarding the finalization of the claim.
The claim has been processed according to the terms of the plan purchased.
We thank *** ****** for his patience during the claim process.Customer Answer
Date: 10/10/2024
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:09/23/2024
Type: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.
Purchased a ticket from Royal Carribean Cruise line with *** travel protection provided by Royal. This was peace of mind just in case something happen. Due to sail on 25 August 2024 on 22 August 2024 my mother suffered a **************. on 23 August 2024, I called Royal to cancel the trip, as we knew we would not be able to depart due to my mother now place in *** not knowing the outcome. I have provided the correct signed physician statement document as request by *** travel. They are going back and forth with requesting more information clear document. It is clear that my mother suffered ************** went into *** and have since expired on 16 September 2024. I requested a credit from *************** (shameful) since we cruise frequently, they declined referred us to the *** travel folks knowing they DO NOT honor the agreement for the claim. This is poor business, **** and hardship on families attempting to resolve by submitting a claim on purchased travel protection agreement that was provided. Thank you kindly for your assistance.Business Response
Date: 09/30/2024
We have reviewed *** ******* complaint, and we are happy to provide status on this matter.
Our claims department has reviewed the claim and has contacted the customer on 9/23 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: 10/02/2024
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.
AON travel have processed payment as requested. Thank you for your assistance.
Sincerely,
**** *****
Initial Complaint
Date:09/05/2024
Type: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 travel insurance for a trip but has to cancel. I rebooked the same trip and was told I has to purchase new travel insurance because the old insurance applied to the canceled trip. When speaking with Norwegian they verified that I had three travel policies for the same trip. They told me to submit a claim requesting a refund for two of the policies. I submitted the claim on June 14 and was told it would take 4-6 weeks to review. I have emailed them numerous times requesting a status update and I keep getting the same canned message, which is they are still reviewing my claim. In August, I advised that I would follow up with the BBB if I didn't have from them soon. As of today, there has been no resolution with my claim.Business Response
Date: 09/13/2024
We have reviewed ****************** complaint and would like to provide the following status on this matter.
Our customer service department has contacted the customer on 9/13 regarding her request for a premium refund. **************** was advised of the following: the terms of the plan allow for refunds of the policy within 10 days of the purchase date of the plan. Since ****************** plan has been in use by her since March 17, 2024 the date the plan was purchased and has been providing her with trip cancelation protection since that date and until she canceled the reservation on June 6, 2024 the plan is non-refundable.Customer Answer
Date: 09/16/2024
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:09/04/2024
Type: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.
******************************* Claim number. Reference number ********* Hi Both my wife and I are senior senior citizens.We went on a cruise with Carnival June 29 th to 7th I purchased travel insurance from Aon for my cruise on June 29 th 2024. While on the cruise both my wife **** and me came down with an intestinal virus.We went to the doctor on board the ship on July 5th and 6th.The total claim was ****** for the doctor on board the ship.I submitted this to Aon along with a copy of the medical bill form Carnival and further information on the treatment we received on the ship.When we got back to ******* we did go to the doctor on my insurance plan and and they concurred with the same diagnosis that we got on the ship,Now *** wants more more information from my doctor at ******************.I told them my insurance did not cover me outside ******************They still insisted they needed an EOB from my insurance company,I contacted ****************** and they said there is no coverage outside The US.I am at my wits end we paid ****** for travel insurance and we are subjected to this service.Discusting.Thank you *******************************Business Response
Date: 09/13/2024
We have reviewed *** ********* complaint and would like to provide the following status on this matter.
Our claims department has reviewed the claim and has contacted the customer on 9/4/24 regarding the additional documentation pending in order to review his claim under the terms of the plan. Once the additional information requested is received from ******************** it will be reviewed. However, until that time, we are unable to proceed with the processing of this claim.
We thank ******************** for his patience during the claim process.Initial Complaint
Date:08/28/2024
Type: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.
Purchased coverage for a cruise. Hurricane ***** caused the cancellation of flights the day before the cruise. The next day, the day the ***** actually made landfall, we could not find other flights that would get there in time. I called Aon on the day of cancellation and the next. They immediately sent me claim form and never mentioned that they had NO INTENTION of honoring the policy nor suggest options etc. How can a company continue to be allowed to just steal money from people with legitimate reasons for missing a trip. This ought to be illegal. This company proves out the reputation of insurance companies. Really sad!!!!Business Response
Date: 09/03/2024
We have reviewed the complaint submitted by ********************* for the claim under her legal name ********************************** and we would like to provide the following status.
Our claims department has reviewed the claim and has contacted the customer on 8/28 regarding the finalization of the claim.
The claim has been processed according to the terms of the plan purchased and therefore no reimbursement will be forthcoming.
We trust this response to this inquiry.Initial Complaint
Date:08/26/2024
Type: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.
Bought insurance for a NCL cruise to ******. ****** for two people on trip. Trip was July ******* to july *******. Trip was cancelled by NCL cruise line. Because that weekend there was a global internet outage. No flights. *** told me not being able to get a flight to ****** was not a good reason for trip cancellation so not covered. This was out of my control. Airlines were disrupted. I feel this should be covered. Filed complaint got letter said its not one of there 7 reasons for cancellation. Reference number *********, claim number ***** *****Business Response
Date: 08/28/2024
We have reviewed **************************** complaint and would like to provide the following status on this matter.
Our claims department has reviewed the claim and has contacted the customer on 8/26 regarding the finalization of the claim.
The claim has been processed according to the terms of the plan purchased.
We thank ************************ for his patience during the claim process.Initial Complaint
Date:08/23/2024
Type: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 6/23/24- I purchased a cruise with Royal Caribbean Reservation number *******, The cruise was Adventure of the Seas. I purchased the the protection that was stated on the website , i could cancel for any reason . Three days later I canceled my trip , that was not scheduled to leave port for over a month +, plenty of time for the room to be rebooked by the cruise company . Royal canceled my trip and refunded under the claim number *******. They refunded 25%, taxes/fees, and the drink package we purchased. Royal refunded ****** for the drink package , 324 for the taxes and 385 for the fees. They also gave me a ref number of K319x9f at time of cancel. I then contacted AON to file a claim to have the rest of the trip refunded. After a lot of push back even though I contacted them before 30 days of the cruise leaving port , and having a policy that states cancel for any reason . I was given pushback . It wasn't until I threatened to contact BBB that i was given a credit for cruise and communication was stopped. I do not wish to have credits for a cruise , I just want my money back . They provider ******* in credits that I do not wish to have . I do not understand why this is so difficult.I paid a total of *******, there is a ****** deficient which I am assuming is the price of the nightmare cancel anytime policy .Business Response
Date: 08/30/2024
We have reviewed ********************** complaint and would like to provide the following status on this matter.
Our claims department has reviewed the claim and has contacted the customer on 8/29 regarding the finalization of the claim. ****************** was also advised that if she wished to submit additional documentation her claim can rereviewed. Until that additional documentation is received the claim has been processed according to the terms of the plan purchased.
We thank ****************** for her patience during the claim process.Initial Complaint
Date:08/20/2024
Type: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 May 30th 2024 I purchased insurance for my cruise with Royal Caribbean on Liberty of the Sea setting sail October 10th 2024 through October 19th 2024. I had to reschedule my trip so I booked with another ship still with Royal Caribbean in October and I asked just for the funds applied for the cruise that was being substituted to be applied to the new cruise. I didn't want to refund I just wanted credit towards another ship that I will be sailing on.Business Response
Date: 08/30/2024
We have reviewed ****************** complaint, and we are happy to provide status on this matter.
Our claims department has contacted ************** regarding her refund.
The customers concerns have been addressed.
We thank ************** for her patience during the review process.
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