Travel Decision Reference 2022-0063

Case OutcomeRejected
Subject MatterTravel
Reference2022-0063
Date16 February 2022
Conducts Complained OfRejection of claim - cancellation,Rejection of claim – partial rejection
Finantial SectorInsurance
Decision Ref:
2022-0063
Sector:
Insurance
Product / Service:
Travel
Conduct(s) complained of:
Rejection of claim - cancellation
Rejection of claim partial rejection
Outcome:
Rejected
LEGALLY BINDING DECISION OF THE FINANCIAL SERVICES AND PENSIONS OMBUDSMAN
The Complainant booked a cruise leaving from a US City and he had the benefit of a travel
insurance policy with the Provider.
The Complainant’s Case
The Complainant submits that he booked a holiday of a lifetime for himself and his wife, to
travel on a cruise liner, to celebrate a life event. The Complainant states that this was
booked through a travel agent, and they flew to the United States on [redacted] March 2020
and planned to set sail on the cruise the following day.
The Complainant submits that the scheduled return date to Ireland was later in March 2020.
On arriving in the United States, the Travel Agent contacted the Complainant around 21.0 0
to inform him that the cruise had been cancelled. With no accommodation booked beyond
the first night in Hotel A, the Complainant submits that they were “effectively stranded &
homeless.” The Complainant contacted the hotel that they had booked for the period after
the cruise, Hotel B, and Hotel B allowed him to move the booking forward. The Complainant
stayed in Hotel B with his wife for a period of 4 days and boarded a return flight to Ireland a
week earlier than planned in March 2020.

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