Travel Decision Reference 2022-0063

• Case Outcome: Rejected
• Reference: 2022-0063
• Date: 16 February 2022
• Year: 2022
• Subject Matter: Travel
• Conducts Complained Of: Rejection of claim - cancellation,Rejection of claim – partial rejection
• Finantial Sector: Insurance

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.