Even as the holidays approach – perhaps especially
now – Americans are skittish about returning to the skies, seas and even
roads.
Some are boldly going where they’ve never
been, or always wanted to return. Others are postponing fun trips and putting
family and friends first. Some are opening themselves to another type of
voyaging vulnerability – to someone special who is new (or old but missing)
in their life.
Yet still the electronic mailbag runneth over
with messages from readers unable to feel comfortable, unwilling to go
as planned – and sometimes also displeased with the consequences:
I had a cruise booked for
October 14, 2001 costing $1,048 – paid in full. Because of the obvious
happenings, my kids were afraid to go. After much thought, we felt if we
couldn't wholeheartedly enjoy ourselves, there was no reason to go. We
called to reschedule only to find out that we couldn't and were past the
point of receiving a refund. All we wanted was for them to place our money
on another cruise next year. We lost it all and were refunded $510, which
was the deposit. Our travel agent took $50 which is their charge for a
cancelled cruise. Do we have any recourse? Do you have any suggestion for
us to recover our money? We really expected a company with a reputation
such as Royal Caribbean to treat us much better. Please help us!
Kimberly Thomas
North Royalton, Ohio
Kimberly, your change of cruise plans
has indeed taken you – and hundreds of other travelers – into unpleasant
waters. Many consumers are learning that the trip not taken can carry as
hefty a price-tag as a journey that actually delivers you somewhere. By
my calculations, you’re out $578, enough for a nice trip on some of the
cut-rate fares now available on many airlines.
But that, of course, is beside
the point, because you don’t want to fly or cruise just now. The sad truth
is that, rightly or wrongly, your anxiety is costing you and there’s not
much you can do – about the money, anyway. More than ever, it’s up to consumers
to protect themselves from the unexpected, even the emotional effects of
terrorism.
In the days following Sept. 11,
just about everyone in the business eased up on their usual cancellation
policies. Even insurer Access America
waived its terrorism exclusion for policyholders who were to travel through
Oct. 11. In other words, if you’d have bought Access America’s policy and
had been due to embark on Sovereign of the Seas three days earlier, you’d
be getting your money. (Royal Caribbean
International would have allowed you to postpone your cruise if you
were departing before Sept. 16.)
In recent weeks, many companies
have returned to their strict rules – not with the intention of snubbing
consumers but because of their own financial anxieties. That, sadly, leaves
many consumers feeling pretty snubbed and taken for a ride they didn’t
book. Empty planes and vessels cost companies big money, and those who
choose not to travel are paying for the industry’s worries about empty
seats. Like lawyers, the middle men, the travel agents, get some of the
costs covered. But so did you, with your $460.
This is not a happy result, and
that’s why it’s a good idea to check your airline or cruise line’s policies,
buy insurance – but check the fine print there, too.
Most cruise lines require 100
percent payment in advance and compel you – or your insurer – to pony up
if the trip gets canceled. Airlines and hotels are generally more flexible
than cruise or tour operators, but even there things are tightening up.
That doesn’t mean you have to
accept the situation. You believe that fair treatment entitles you to another
cruise, push the issue. Complaining about travel providers – and being
heard – has never been easier. Always try your travel agent and the transportation
carrier first. If that’s unsatisfactory, contact the American
Society of Travel Agents ( 703-739-8739), the U.S.
Tour Operators Association (212-599-6599), and the federal Department
of Transportation (202-366-2220).
And don’t forget to discuss things
with the kids. So you can go another time!
(Among helpful resources is the
American Academy of Child and Adolescent
Psychiatry, 202-966-7300, ext. 140)
