Travel Troubleshooter: My father has 6 weeks to live. Why won't Princess reinstate the cruise?

Dear Travel Troubleshooter: My father and we designed to go on a Princess journey this fall. He has esophageal cancer, though his final chemo deviation was during a finish of 2015, and his alloy deemed him medically fast to take a trip.

Unfortunately, during a finish of October, right after we paid in full for a trip, he had what we suspicion was a stroke. It incited out to be Bell’s palsy, and during a same time they checked a growth underneath his arm, that incited out to be cancer, and now we have found out that he has mind cancer.

We canceled a trip. None of these symptoms was pre-existing, though a word association is deeming them pre-existing conditions. Our word association claims that my husband’s unchanging checkups are “treatment.” Princess has offering us vouchers for a destiny cruise. Unfortunately, he has been given 6 weeks to live.

Keep in mind that we had a journey representative with Princess, whom we were unequivocally upfront with, and did accurately as she advised. She knew about a prior cancer. Now a emails are being returned, since possibly we’re blocked or she is no longer there. My father will be left and incompetent to use a voucher. We could use this income for a funeral instead. Can we assistance us get a $7,626 back?

— Marla Osgood, Castle Rock, Washington

Answer: we am so, so contemptible this is function to you. Your transport representative should have helped we and your word association should have processed your claim, and if it didn’t, afterwards Princess should have refunded your journey as a merciful goodwill gesture. Instead, your representative left, your word association squirmed out of a requirement and a journey line offering we a document it knew we couldn’t use.

On a personal level, I’m saddened by your circumstances. For we and your husband, this literally was a bucket-list cruise, a final vacation together. To have it finish like this is unequivocally heartbreaking.

You did all we could to strengthen yourself. You worked with someone we believed to be a creditable transport consultant, bought word that we suspicion would cover we and requisitioned a journey by a association with an glorious reputation.

But let’s mangle down any of those failures. It’s not transparent what happened to your transport agent, though we apparently were not traffic with a efficient one. If we were, afterwards a word we purchased would have lonesome your husband’s pre-existing medical condition. Also, a representative wouldn’t have left we high and dry. To equivocate joining with a bad agent, journey operative with an accredited transport adviser. The American Society of Travel Agents (ASTA) has a useful representative finder on a site: web.asta.org/imis/Travelsense.

When it looked as if we would remove your cruise, we also could have reached out to one of a executive contacts during Princess. we tell a names, numbers and email addresses of a Princess customer-service managers on my consumer-advocacy website: www.elliott.org/company-contacts/princess/.

Although Princess was underneath no requirement to reinstate your cruise, we asked it to examination your box one some-more time. The journey line concluded to reinstate a full volume of your vacation on merciful drift and in a seductiveness of good patron service. I’m beholden for a company’s reversal, and wish this will move we some assent during a formidable time.



Dear readers: we have an refurbish on final week’s box involving Talor Min, whose father died while on a outing to Malaysia. An early chronicle of that story didn’t entirely news a several transport word companies concerned in a claim. There were 3 parties: a transport word company, AMIG; a transport word retailer, April; and Seven Corners, a third-party director engaged by Apr and AMIG. Seven Corners says it processed a explain on time 6 months ago, though sent a check to Min’s aged address, that caused a delay. I’m happy to news that Min perceived her check and cashed it Jan. 5.


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