Comments on: “I am fearful I will lose the money we worked so hard to save”

By: Jesse

Jesse — Tue, 09 Feb 2010 19:18:01 +0000

I’m very pleased that Apple is one of the few travel companies out there that’s willing, on and individual basis, to make exceptions to ink & paper rules.

By: Justin

Justin — Wed, 03 Feb 2010 04:53:53 +0000

I honestly think that Chris’s intervention has a lot to do with many “Happy Ending” resolutions. What would people do with him? Certainly, his service and connections come to the aid of those who would otherwise find little help elsewhere. Sure, you can seek an attorney, but who is going to spend that kind of money most times. What you would recoup in small claims or in court might take ages. Kudos Chris. My sympathies to this lady.

Cynic in me wonders if they sold her something and didn’t explain it properly. Elderly people are often the easiest group to be taken advantage of.

By: MrsKruse

MrsKruse — Tue, 02 Feb 2010 23:35:01 +0000

That’s why you should read your insurance policy word for word…you should always be able to get a copy before taking a policy out. Sure, it takes time, but no point paying a few hundred dollars for something that won’t do what you think it will to save 20 minutes.

By: LeeAnne

LeeAnne — Tue, 02 Feb 2010 18:40:57 +0000

Now THAT is a well-worded response letter. Apple Vacations explained the situation, clearly stated some very valid reasons why they normally wouldn’t extend a refund, and then offered to do so anyway…making themselves appear incredibly compassionate and customer-oriented, while maintaining their professionalism and not appearing to be “pushovers” for a good sob story.

Other businesses that read this blog, take note! This is a template for the RIGHT way to deal with a customer problem.

Of course I’d love to believe that, had Ms. Keller written an email directly to Apple, without involving Chris, that this would have been the outcome. But after reading this blog for as long as I have, the cynic in me says, “not likely.” Still, kudos to Apple Vacations for doing the right thing, and especially for responding so professionally.

Mama’s Fish House, you reading this???

By: Rachel

Rachel — Tue, 02 Feb 2010 18:18:28 +0000

I think the email from YOU worked better than any communication from a single consumer ever would. That’s the difference that led Apple to create an immediate exception.

By: Paulette Baker

Paulette Baker — Tue, 02 Feb 2010 16:47:53 +0000

Kudos to Apple for making an exception in this case. I’ll be more likely to consider them in the future.

By: JS

JS — Tue, 02 Feb 2010 16:26:33 +0000

Interesting about the email being more effective than the phone call. I have one thing, though, that I like to try before sending an email. I like calling first to see if I can resolve the problem, but then if that phone call fails, then I would email the company to try to resolve the problem, referencing my failed attempt via phone.

That’s tended to yield better results for me.

Nice, Chris, about helping the woman above with her problem!

By: jessiev

jessiev — Tue, 02 Feb 2010 15:22:37 +0000

what is crazy is that i think most people don’t buy insurance, yet want the benefits of insurance. i am glad this was resolved for her – WHAT a difficult year she’s had.

By: Thalassa

Thalassa — Tue, 02 Feb 2010 15:14:15 +0000

Good for Apple for making this exception! I, too, am sorry for Ms. Keller’s loss, but technically, the company is correct – make sure you know what you’re buying when you buy insurance.

By: Don

Don — Tue, 02 Feb 2010 14:39:41 +0000

I travel extensively internationally and have sought reliable information re travel insurance from my travel agents, AAA, air carriers, my personal insurance agent, etc. and have not found anyone who can explain in layman terms what is covered and what is not covered. Usually they push a brochure on me that has some information, and has a disclaimer that the brochure is not the policy, with a web address to a policy filled with incomprehensible legalise. Where can a consumer go to get real information in plain english?

By: John W. Frenaye

John W. Frenaye — Tue, 02 Feb 2010 13:14:41 +0000

This is one of the inherent flaws of supplier provided “insurance”. More often than not, it is a “trip cancellation waiver”–vouchers for future trips.

Third party insurance is almost mandatory for any international travel these days and certainly for anyone that is elderly.

While the trip cancellation waivers appear to be a bargain on the surface, rarely do they offer the same coverage.

Here’s a tip–if the “insurance” is a flat fee, it is usually a voucher type program. If it is tied to the cost of the trip and/or the age of the traveler, it is likely a legitimate insurance policy.