Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:03/10/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a trip and accompanying insurance through *********************. ********************* stated I shouldve received a separate email containing the policy of the travel insurance from AN. I did not receive this policy. As a result, I canceled my trip through **** ****** World but they stated I only had a 14 day of time to cancel the insurance. However, I was never informed of this policy. As a result, they are not refunding the $250 for the policy. I did receive a refund through **** ****** for the trip as it was before the May 2025 deadline. No where in my confirmation of my trip was I made aware of the 14-day cancellation policy.

  

  Business Response

  Date: 03/13/2025

  We have reviewed *** ******** inquiry and we would like to provide the following status of the claim.
  
  Our claims department has contacted the customer regarding the resolution to her request.
  
  The claim has been processed according to the terms of the plan purchased and therefore, the customers concerns have been addressed.
  
  We thank *** ******* for her patience during the claim process.  

  Customer Answer

  Date: 03/21/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

   

  While the company did attempt reach me 2x, I returned each call and they did not answer.  They then sent an email stating that there was a link in my confirmation email that gave the deadline.  However, upon looking at my confirmation email there is no mention of deadline to cancel.  I have attached images to show.  Again, this is a deceptive practice for the consumer.  

   

  I appreciate your help.  

   

  Best,

   

  ******* 

  
  
  
  
  
   
  

  

  Business Response

  Date: 04/11/2025

  We have reviewed *** ******** additional comments.

  
  Our claims department has again contacted *** ******* and has provided her with the requested information as pertains to her inquiry.   As we have advised of the final outcome of this inquiry,please understand there is nothing further with which we can assist at this time. 

  Customer Answer

  Date: 04/15/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  They did not resolve my complaint.  My last conversation was to speak to a higher level of management who could assist me.  They call and say the same thing, which is the deadline was listed.  However, as my previous post pictures indicate, they hid their deadline behind multiple unclear links which can only be to ensure the customer does not see the expiration date.  As I have stated, the cancellation date is far before the reservation cancellation date which makes their plan irrelevant.  A customer would only need their plan once their reservation cancellation date no longer be cancelled.  I canceled my reservation at the end of February.  Received a full refund from the resort, except for the insurance.  I am seeking a refund of my insurance fee of $250 OR to have the ability to apply it to a future vacation plan.  They have repeatedly refused my request.  Thank you.  

   

  ******* *******
  
  
  
  
   
  

• Initial Complaint

  Date:03/05/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hello, we were scheduled to cruise on January 26, 2025. My husband suffered a stroke on December 5, 2024. Per his doctor, he was deemed not fit to travel due to this. We cancelled our cruise with Celebrity Cruise line. We were under penalty with them so I submitted our claim with our travel insurance provider, ***, due to a medical reason. Our cruise was worth $4055.58. I submitted everything they asked for. We received approval for $1128. I called and spoke to an agent who said they cannot do anything. They keep saying we got a refund from the cruise line, which we did not. This is unacceptable as this was a medical reason and we qualified for the full amount. Let me if you need anything further. Thank you for your time. ******* *****.

  

  Business Response

  Date: 03/28/2025

  We have reviewed *** ****** inquiry, and we are happy to provide status on this matter.
  
  Our claims department has reviewed the claim and has contacted the customer regarding the finalization of the claim.
  
  The claim has been processed according to the terms of the plan purchased and therefore, the customers concerns have been addressed.
  
  We thank *** ***** for her patience during the claim process.  

• Initial Complaint

  Date:03/03/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Booked a cruise on Virgin Voyages (Sail date June 2025) and was subsequently called to military duty for 12 months (March 2025). I canceled the cruise (January 2025) and ****** informed me to request refund through *** Travel Insurance. I submitted the claim through *** on February 11, 2025 and after numerous phone calls and being ignored, my claim was subsequently denied February 28, 2025. *** denied my refund and stated "Military duty is not a valid reason for cancellation." I provided my military orders that starts March 2025 but to no avail. If called to duty to defend the ************************ is not a good reason to get a refund I don't know what is!! I paid *** $247 for the *** Travel Insurance and I'm seeking my $4,050 refund.

  

  Business Response

  Date: 03/13/2025

  We have reviewed *** ******* inquiry, and we are happy to provide status on this matter.
  
  Our claims department has reviewed the claim and has contacted the customer regarding the finalization of the claim.
  
  The claim has been processed according to the terms of the plan purchased and therefore, the customers concerns have been addressed.
  
  We thank *** ****** for his patience during the claim process.  

• Initial Complaint

  Date:02/28/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had a cruise booked through carnival on March 8th-13th. Unfortunately I am unable to make the cruise because of the death of my grandmother. I was looking to either get a refund or credit for my cruise. I was told that that wasnt possible. After calling many times, a carnival representative told me that I could buy the travel protection to get a refund for my cruise through ***. Before I made the purchase, I contacted *** to see if the information that was given to me was accurate. They agreed. I felt comfortable to cancel my cruise with hopes of getting a refund or credit. I started my claim with *** and submitted the documents that was asked of me. I received an email stating that they would need a death certificate to prove that my grandmother passed before I purchased the travel protection. Confused, I called Aon to get some answers on why they changed the information they first told me. I was told that someone will give me a call back the next day. No one called me back so I called instead. I told the representative the issue and she told me that someone from the adjusters will call me. Im tired of getting the run around. I sent an email yesterday and didnt get a response. Im supposed to be preparing for my grandmothers funeral but instead Im trying to fight to get my money back. This is bad business. I should have never listen to the information that was given by carnival and aon.

  

  Business Response

  Date: 03/12/2025

  We have reviewed *** ********* inquiry and would like to provide the following status on this matter. 
  
  Our claims department has reviewed the claim and has contacted the customer regarding the finalization of the claim.
  
  The claim has been processed according to the terms of the plan purchased and therefore, the customers concerns have been addressed.
  
  We thank *** ******* for her patience during the claim process.  

• Initial Complaint

  Date:02/27/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Aon Travel states that travel delays are covered by their policy. We mistakingly paid for this insurance without reading BBB or Trust Pilot reviews. We booked a cruise with *** and our flight was too delayed to make our original boarding time. ****** allowed us to rebook for the week after as I was pregnant and would not be able to cruise past the following week. ****** informed us to follow through with Aon on reimbursement of the rebooking fee since we only had to rebook due to travel delays. *** has taken 2 months to respond, adding ***** wait times on each response, not allowing any communication via email or via the claims portal. Once I disputed with my credit card company, they finally reached out with incorrect information on the amount paid and a denial, and promptly closed the case without any opportunity for interaction. If everyone is stating that this company is a scam, then how are they still allowed to operate?

  

  Business Response

  Date: 03/13/2025

  We have reviewed *** ******** inquiry and would like to provide the following status on this matter.
  
  Our claims department has reviewed the claim and has contacted the customer regarding the finalization of the claim.
  
  The claim has been processed according to the terms of the plan purchased and therefore, the customers concerns have been addressed.
  
  We thank *** ******* for her patience during the claim process.  

  Customer Answer

  Date: 03/13/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  The company has not even spelled my name correctly in this response from them, they didnt have the amount correct in one of their responses, theres no way to contact them via email.
  

  They called eventually after I shared that I had not received a call, and said, call back if you have any questions about it.

  I dont have questions. This company is simply a scam and its clear on all reviews and comment left on ******, Reddit, etc. Theres no scenario where they actually provide and deliver on their claims. 
  

   

    

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ******* *******
  
  
  
  
   
  

• Initial Complaint

  Date:02/24/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Claim opened with Aon Affinity Travel November, 2024. Aon Affinity is the insurance company that we purchased travel insurance through for a our first cruise with Celebrity Cruise Line. We had to cancel our paid in full reservations on 10-14-24, because our property was severely affected by Hurricane ****** that made landfall in our County on October 9, 2024. We submitted a claim for cancelation of travel and fully expected our claim to be paid on the insurance we paid for. The hurricane did not make our home uninhabitable, however the 2 acres of land and trees was a great loss and 6 days of hard work to clean up. This company refused to refund our $1300.00 because a natural disaster is NOT a reason for cancelation because we could still live on our home. I WILL NEVER BUY TRAVEL INSURANCE FROM THIS COMPANY AGAIN. WE WILL NOT BE TAKING ANY CRUISE VACATIONS SINCE EXPERIENCING THIS.

  

  Business Response

  Date: 02/27/2025

  We have reviewed *** ******** inquiry and would like to provide the following status on this matter. 
  
  Our claims department has reviewed the claim and has contacted the customer regarding the finalization of the claim.
  
  The claim has been processed according to the terms of the plan purchased and therefore, the customers concerns have been addressed.
  
  We thank *** ****** for her patience during the claim process.  

• Initial Complaint

  Date:02/18/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  May 1st 2024. I paid $649.00 for trip cancellation insurance and was told for any medical reason I would recieve a full refund when all medical forms were submitted to *** and only recieved $450.00 refund. They with held $199.00 for trip cancellation. I was told the day I purchased insurance they no longer give full refunds because they with hold money for claims submitted

  

  Business Response

  Date: 02/18/2025

  We have reviewed *** *********** complaint and would like to provide the following status on this matter. 

  Our claims department has reviewed the claim and has contacted the customer regarding the finalization of the claim. 

  As has been advised previously, and discussed thoroughly with *** ********** his claim has been adjudicated in accordance with the terms of the plan and no additional reimbursement will be forthcoming. 

  *** ********* has been advised that any issues related to his conversations with the cruise line agents should be reviewed with the cruise line. 
  
  We thank *** ********* for his patience during the claim process.

• Initial Complaint

  Date:02/15/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased insurance protection from Carnival Cruise line for a cruise scheduled for March 8, 2025. I cancelled the cruise on January 7, 2025 whereas he cruise line returned fifty percent of the cost of the cruise and the travel protection Aon Affirmity Travel Practice is return the remaining fifty percent. Of course they require a physician statement which was provided, now they are requesting six months of physician statements/medical records. The attending/treating physician is informing that the information requested is against HIPPA laws. Upon initially purchasing the insurance it's not stated that medical records are required to recent the refund.

  Customer Answer

  Date: 02/27/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  **** ******
  
  
  
   
  
  

• Initial Complaint

  Date:02/13/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On April 22, 2024 we booked a cruise through ******* via an agent that works for World Travel Holdings. At that time we also added on the insurance. The cost of the cruise was $5363.74 for 3 travelers. Insurance was $179 per person plus a $24.99 service charge. We had to put down a down payment of $1650 for the cruise. This was a 7 night cruise scheduled to occur July 5, 2025 thru July 12, 2025. On August 14, 2024 were were notified that Azamara would be cancelling this cruise due to turmoil in the *******. We had several options to choose from, one being a full refund which was the option we chose. However, the insurance provider is refusing to refund the money. They stated it could be applied to another cruise in the future for up to two years. I reached out to the same travel agent to book a similar cruise to use the said insurance and am now being told that I can't apply the total cost to that cruise because there are only 2 travelers vs 3 travelers AND it will cost an additional $220. The cost of this cruise is $5038 for 2 travelers for 7 nights. I would like a full refund of my initial insurance for 3 people. I'm even willing to part with the service charge. Based on reviews I am seeing, it seems that Aon Affinity is clearly just taking peoples money and not providing any benefits of the insurance that people are paying for. I purchased this insurance to cover us for uncertainities, had I know I could wait and add it on when making final payment, I would have done that. But because I was proactive and did it with my down payment, I am out money because the cruise line decided to cancel? This feels like a scam and should be investigated.

  

  Business Response

  Date: 02/28/2025

  We have reviewed *** **** inquiry and would like to provide the following status.
  
  Our claims department has contacted the customer regarding a response to her inquiry.
  
  The request has been processed according to the terms of the plan purchased and therefore, the customers concerns have been addressed.
  
  We thank *** **** for her patience during the claim process.  

  Customer Answer

  Date: 03/03/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  I spoke to a representative at Aon Affinity last week and she told me she would be back in touch with me after I further explained why I was requesting a refund. They continue to stand on the ground that buyers have only 10 days to cancel for a refund. In this case, the cruise line cancelled several cruises which resulted in anyone who purchased the insurance to be out that money. That seems fraudulent. When I tried to utilize the money for a new cruise, I was told that they would not transfer all the money to that new booking and it would cost me an additional $220.  

   

  ******** ****
  
  
  
  
   
  

  

  Business Response

  Date: 03/13/2025

  We have reviewed *** **** additional inquiry and we would like to provide the following status on this matter.
  
  Our claims department has contacted the customer regarding this additional inquiry and we have provided her with the requested update.
  
  We thank *** **** for her patience during this process.  

  Customer Answer

  Date: 03/13/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. It should be noted that they did not address my complaint. I am ok closing the **** as I reached out to my credit card company and was able tot dispute the charge and get my money refunded via that route.
  
  Sincerely,
  
  ******** ****
  
  
  
   
  
  

• Initial Complaint

  Date:02/13/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hello, I purchased a cruise thru Cruises Only. Royal Caribbean 15 nights Transatlantic from ******, Oct. 27th 2023. Confirmation *******. I saved a long time. My first trip to ****** and with my sister. I was diagnosed with severe sleep apnea, I stop breathing 42 to 61 times an hour. My pulmonary ** prescribed a Bipap machine. I had a complication, trip to ER and I was hospitalized mid August 2023. Hubby thought I was dead, I was hanging off the side of the bed, my head almost touching the floor. It took 3 tries for him to wake me. If I had been alone I would have died. It took over a year to get my Bipap machine due to supply problems and transportation delays brought on by *****. It was out of my control. We never dreamed it would take that long. When I didnt get it my doctor said no trip because it wasnt worth the risk, he didnt want me to take the chance of dying overseas. I canceled the cruise. I filed a claim in October 20**with letter from my **. **** wanted another form, theirs so I sent it Dec 3. Dec 18 they wanted another form, another of theirs. I got it back early Jan. *** sent it. 15 days later an email dated Dec.19th denying my claim. Said it was pre existing. Most people around my age, Im 65, have pre existing conditions. Most cruise passengers are 50 and over. Claim # **WTH05365 Ref.# *********. My pulmonary doctor: **. ********, Tyler, Tx. ************ Fax ************ Att: ******* *****. Anything you need, Im here. Hubby and I are on SS. Mine is disability. Can you help me please. Im at a loss. I checked their reviews and they normally decline refunds. When they do accept rarely they say theyll send or sent a check that never arrives. I forgot about filing a refund until money became really tight. Hubby had several health issues and I focused on him. H*** be 75 next month. Thank you, ****** *****-******. PS If you could get extra for what they did, it would be greatly appreciated. **** should be held accountable and penalized. Please.

  

  Business Response

  Date: 02/26/2025

  We have reviewed *** ************* complaint and would like to provide the following status on this matter.
  
  Our claims department has reviewed the claim and has contacted the customer by phone regarding the finalization of the claim on 2/13 and 2/20 but were unable to reach her.

  The claim has been processed according to the terms of the plan purchased.

  If the customer would like to discuss the claim further, they can call our office at ************. 
  
  We thank *** ************ for her patience during the claim process.