Seems like we are denied on technicalities. If a flight is delayed causing us to miss our connection and insurance has technicalities of paying only in certain conditions though no fault of ours, it seems to be more scam than anything! Travelex claims that they would pay if the flight was delayed due to weather or mechanical delays but not due to Air Traffic control delaying us, which is ridiculous! Will not go with this company again!
Our Claim was:
Flight EI8752 from Seattle to London landed LATE the morning of 12/24/16 at Heathrow Airport. It was delayed due to "Air Traffic Control Restrictions" (according to BA).
We had a connecting Flight EI8330 to catch which was due to leave at 8:15am the morning of 12/24/16. This flight was from London to Dublin. We MISSED this flight due to the late "arrival" of Flight EI8752.
The Air Lingus customer service representative booked us on a later flight from London to Dublin the morning of 12/24/16. This was Flight EI155 which was to leave Heathrow at 10:00am. We had a separate Ryan Air flight scheduled for later that day at 12:35pm from Dublin to Edinburgh. The Air Lingus service rep promised us we would make that Ryan Air flight. We did not make it as there was not enough time between the 2 flights to make it to the gate in time.
Original booking with Ryan Air was as follows:
12/24/16 Flight FR816 leaving at 12:35pm out of Dublin and arriving in EDI at 13:45pm
We MISSED this flight!
12/28/16 Flight FR819 leaving at 20:15pm out of EDI and arriving in Dublin at 21:25pm
This was our return flight which went as planned.
a) We booked a separate flight with Air Lingus OUT OF POCKET.
Flight EI3222 Dublin to Glasgow leaving at 10:05am on 12/26/16. We could not fly out any sooner than this. From the time we arrived in Dublin on 12/24/16, there were no more flights leaving the country to Scotland until 12/26/16 due to the Christmas holiday.
Total to be refunded to us is the cost of this flight in the amount of $203.10
b) We had to book accommodations at a local hotel, the Radisson Blu for 2 extra nights.
Total to be refunded to us is the cost of this hotel in the amount of $202.81
We wish to thank you for taking the time to put your concerns in writing and are sorry to hear of your frustration with our Claim Administrator.
Your customer experience is very important to us at Travelex. We will personally reach out to the claims department, on your behalf, to obtain additional info regarding your claim.
Once we are able to review your situation, we will email you directly within 2 business days.
Thank you for posting a review of Travelex.
We apologize for your negative experience.
A member of our Zero Complaint team will contact you to discuss this further.
Please contact us at 800-240-0369 if you have any questions, we are happy to help.
The customer service representative was very informative and we were impressed that she followed up on my husband's condition more than once.
Very accurate information given by phone. Didn't have a big claim but it was taken care of quickly and efficiently.
TrVelex did reimburse to our satisfaction. They refused a non refundable hotel bill even though all info was included
I received my confirmation from Travelex very promptly after purchasing my coverage, which I appreciated. Everything seemed very straightforward.
I have no idea if they would have paid a claim. That's what matters.
I will fill out the 4 pages of paperwork and file the claim in the next week.
I didn't need to you use you so how can I rate anything... it was easy getting the policy and the price seemed right. Thank you.
My luggage was broken into by baggage handlers. I contacted your organization and the amount of buerocracy and requirements were insurmountable. I specifically got the insurance incase of this type of thing, but who actually saves every receipt? How do you know if you've been robbed unless you inventory your luggage at the airport? How can you file a claim with an airline when luggage handling is outsourced and no one knows who the compamy is? When trabeling internationally there is also a language barrier.
It was a terrible experience compounded by your unreasonable requirements.
We thank you for taking the time to put your concerns in writing and are sorry to hear of your frustration.
I have contacted the Claims Administrator on your behalf and have been advised, that to date, the completed claim forms have not been received by our claims department. The Claim Administrator has also advised, that to date, they have not received a phone call or any correspondence from you.
The Claims Procedures and “how to facilitate prompt claims settlement” is outlined on page 21 of the attached Description of Coverage, which was also emailed to you on December 24, 2016 at 4:28pm, when the policy was purchased.
We empathize with your unfortunate situation; if you haven’t already, we recommend contacting the airline responsible, by filing a claim online.
Please note that insurance is highly regulated and in order to validate coverage, completed claim forms and documentation (including documentation from the airline) are an important part of the claim process as it relates to the specific conditions as listed in the plan purchased.
If this information is incomplete or inaccurate, please feel free to submit the applicable claim forms and documentation to the Claims Administrator and they will gladly assess your claim.
Thanks Travelex for providing a great service. I had a great trip to Alaska and had no need to use the insurance. If I had, I felt that you provided us with great information and that we could contact you 24 hours a day. I will be using your company again in the future.
Thank you for taking the time to provide your feedback!
We are so happy to hear your trip went smoothly and we look forward to doing business with you again.
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