Troubleshooter: Cancelled cruise

April 20, 2011 5:29:07 PM PDT
Jonathan and Amber Clos say they wanted to celebrate their five-year anniversary with a Caribbean cruise they booked through Travelocity.

"Planned it about a year ago in May," Jonathan explained.

But several months after booking the trip, Amber learned she was pregnant. The cruise line won't accept passengers more than 24 weeks pregnant, so the Closes decided to cancel.

"We contacted Travelocity that weekend and spoke to a very nice gentleman and canceled the trip, and he said no problem, you'll have your refund within 7 to 10 days," Jonathan recalled.

That was back in February. Jonathan said he waited the two weeks, but got no refund. He said he continued to call Travelocity.

"Another week went by, same story 7 to 10 days," he recalled. "I continued to talk to Travelocity almost on a daily basis."

With no refund, Jonathan contacted ABC11 Troubleshooter Diane Wilson and we got in touch with Travelocity. Within a few days, the couple got their $1,300 back and were able to book another anniversary trip with that money.

"We're going to go to Aruba and celebrate our five year anniversary," said Jonathan.

A representative with Travelocity said they're sorry about the inconvenience the Closes experienced.

He also added the refund takes time to process, as Travelocity has to wait for the cruise line to refund the money to them. Once that happens, it takes Travelocity about a week for the check to clear and get it off to the customer.

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