Travel Decision Reference 2022-0077

• Case Outcome: Upheld
• Subject Matter: Travel
• Reference: 2022-0077
• Date: 02 March 2022
• Finantial Sector: Insurance
• Conducts Complained Of: Rejection of claim - cancellation,Dissatisfaction with customer service

Decision Ref:

2022-0077

Sector:

Insurance

Product / Service:

Travel

Conduct(s) complained of:

Rejection of claim - cancellation

Dissatisfaction with customer service

Outcome:

Upheld

LEGALLY BINDING DECISION OF THE FINANCIAL SERVICES AND PENSIONS OMBUDSMAN

The Complainants hold a multi-trip travel insurance policy with the Provider.

The Complainants’ Case

The Complainants submit that in October 2019, they booked a holiday with a travel company

and paid a deposit of €300.00 (three hundred euros). The balance of €2,500.00 for the

holiday was due to be paid in March 2020, with an intended departure date in May 2020.

The Complainants cancelled their trip as they felt they were at risk in terms of their health.

The First Complainant submits that at the time of the cancellation he and his wife were

almost eighty years old, and that COVID-19 made it unsafe for them to travel. The

Complainants state that the holiday company subsequently cancelled the flight, but refused

to refund their deposit. The Complainants explained this to the Provider who told them that

the holiday company "are liable."

The Complainants argues that they took out their insurance "in good faith," to cover them

"for all unforeseen complications that would arise."

The Complainant asserted when he made this complaint that: