Couple seeks refund after miscarriage cancels trip

Q|

My wife and I recently bought a seven-night, air-inclusive package to Grand Cayman through Apple Vacations for our fifth anniversary. We did not purchase the trip insurance, because we didn’t think anything could stop us from going. We were wrong.

A few days before our vacation, we rushed my wife to the emergency room, where she suffered a miscarriage. She was 12 weeks pregnant. The next day at her visit, the doctor told us that she could not fly due to the complications and uncertainty of the miscarriage.

The day after that, she had to have an emergency dilation and curettage (D&C). We have records and documentation of both emergency room visits and the doctor’s visit, as well as a doctor’s note stating no travel.

We shared our story with Apple Vacations, and the company said there was nothing it could do until the trip was canceled. An Apple Vacations representative promised us a credit by phone. Instead, the company issued us a $172 gift card and told us that we have $672 each to use at American Airlines, minus a $200 change fee.

We have called multiple times and have written several emails trying to get ahold of Apple Vacations’ customercare department. Because we did not purchase the insurance, the company’s automated response reads that it will get back to us in 21 to 35 business days.

We feel that this is unacceptable. We understand that rules are rules, and, looking back, regret not purchasing the trip insurance. We hope that someone with a heart within this company can review our case and help us out. Do you have any suggestions?