Grand Circle Travel Does Not Care

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Aug 14, 2018
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#1
We booked a trip with Grand Circle Travel December 17, 2017. On January 24th, I called up to cancel because of illness. The customer service representative told me that my insurance covered cancellation for any reason. She said to write it that way on the form that they were going to provide. She did not say that we needed a doctor statement prior to canceling. She also did not state that cancelling for any reason would result in being issued a time-constrained voucher instead of a cash refund. After being issued a voucher, we called to let them know that I can no longer travel as a result of my illness for which I was hospitalized for a month and that I would like my money back. They requested all of my medical records which we promptly submitted to Trip Mate. Now, as a result of the advice by the GCT representative, they refuse to issue a $600 refund instead of the voucher, claiming that I had needed to submit the medical records before cancelling. My experience with GCT shows nothing but deceit and trickery on their part and is designed to force us to travel with GCT or lose our money. They simply have no humanity.
 

Neil Maley

Moderator
Staff Member
Advocate
Dec 27, 2014
13,450
13,077
113
New York
www.promalvacations.com
#2
Travel insurance is very tricky. Did you read the information about the insurance when you bought? I am not sure what state you live in but this is the actual policy and what it states about filing claims:
http://www.tripmate.com/plan/print_certificate/E4A16E6A-694D-41AA-82CF-098DC6BAF7FD

Cancellation Penalty Waiver.................... Cash Refund Up To Trip Cost Enhanced Cancel For Any Reason Penalty Waiver ................Trip Cost*
* Reimbursement under the Enhanced Cancel For Any Reason Penalty Waiver is in the form of a Travel Certificate, see Enhanced Cancel For Any Reason Penalty Waiver Details for complete information.
CANCELLATION PENALTY WAIVER DETAILS

It also states this about filing a claim- this is a trading for canceling for full reimbursement:

covered Sickness, Injury or death of You, Your Family Member, or Your Traveling Companion which occurs before departure on Your trip. The Sickness or Injury must occur before departure on Your trip and must require examination and treatment by a Physician at the time of cancellation. The treating Physician must certify that You are not able to participate on the trip due to medical restrictions;

If you had a doctors note stating you cannot Travel and medical records to document this, you most likely would receive cash back.

If you cannot provide that, turn you fall under the Cancel for Any Reason portion of the policy which only provides you with a credit.



This is true of ANY policy.

Can your doctor certify that you can no longer travel? You can appeal the declination and have your dr complete the forms and send proof that your illness is so severe you can no longer travel.

When was your trip scheduled? This could be resolved with refining paperwork properly
 

jsn55

Verified Member
Dec 26, 2014
6,867
6,784
113
San Francisco
#3
Since you acted based on advice from GCT, they should be more cooperative. However, my last trip with them totalled about $19,500 and the final invoice showed the balance due less a $50 credit for paying it before a certain date. So I sent the payment according to the invoice. They called and told me that it wasn't correct, the $50 discount didn't apply to my trip ... as I'm holding the invoice in my hand. They would not back down, I authorized the $50 payment. Next time I booked a river cruise, we sailed with Avalon.

So they're willing to antagonize a customer (it was our 5th trip with them) for $50. It may be a long argument to convince them that their rep gave you bad information, but you should be polite, patient and persistent. Do read all the terms and conditions carefully, I seem to remember that they don't issue cash refunds, but vouchers. It's important that you understand exactly what the terms were for the insurance that you purchased. Good luck and please let us know the outcome.
 

Neil Maley

Moderator
Staff Member
Advocate
Dec 27, 2014
13,450
13,077
113
New York
www.promalvacations.com
#4
Since you acted based on advice from GCT, they should be more cooperative. However, my last trip with them totalled about $19,500 and the final invoice showed the balance due less a $50 credit for paying it before a certain date. So I sent the payment according to the invoice. They called and told me that it wasn't correct, the $50 discount didn't apply to my trip ... as I'm holding the invoice in my hand. They would not back down, I authorized the $50 payment. Next time I booked a river cruise, we sailed with Avalon.

So they're willing to antagonize a customer (it was our 5th trip with them) for $50. It may be a long argument to convince them that their rep gave you bad information, but you should be polite, patient and persistent. Do read all the terms and conditions carefully, I seem to remember that they don't issue cash refunds, but vouchers. It's important that you understand exactly what the terms were for the insurance that you purchased. Good luck and please let us know the outcome.
The policy says if you cancel for a covered reason you will get cash back.

The OP didn’t follow the policy requirements, which I posted above. Thus they were given the refund for the CFAR coverage which is a credit.

Any policy requires you to have a doctor state you have to cancel the trip because you cant physically cancel. Our writer doesn’t say any of that was what happened.
 

jsn55

Verified Member
Dec 26, 2014
6,867
6,784
113
San Francisco
#6
Didn’t the claim form have instructions on what was needed?
I'm understanding that Grand Circle gave her verbal instructions on the phone and apparently the insurance company wanted the cancellation done differently. Regardless, a doctor's report was required no matter what the details are, that's the part I don't understand.
 
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