We helped her find Travel Guard contacts and she found a happy ending

Ruth Martin did it herself — with a little help from our intrepid researchers.

What, exactly, did she do? Hang on, I’ll get to that in a second. First, a few words about her case.

Martin had purchased a travel insurance policy for her daughter’s destination wedding in the Caribbean.

“I spoke with a Travel Guard representative by phone, emphasizing that I wanted to be completely covered in case of illness,” she explains. “I was advised to purchase extra coverage for medevac and assured that I was well covered by the policy. To be perfectly honest, it never occurred to me to ask if the policy would take care of extra living expenses in case I was too ill to travel, and that, apparently, was my downfall.”

Martin fell violently ill and needed to file a claim.

“I was told it was because my policy only covers trip delay for trip delay reasons stated in the policy, and illness is not one of those,” she says. “Therefore, I was denied coverage for the extra night’s lodging and the telephone calls necessary to rearrange our flights.”

To our advocacy team, that seemed like a pesky technicality. Certainly, it’s something that should be run up the appeals chain. But how?

Martin needed contacts at Travel Guard, and at the time, we didn’t have them. As an aside, that’s a good sign, because it means Travel Guard keeps itself out of trouble. We like that.

Our research team jumped into action and found executive contacts for Travel Guard. We shared them with Martin. We also published them in our executive contact database.

Mind you, we’re not talking about a few “800” numbers here. Our researcher, Jessica Monsell, dug deep and found the email address for Sue Zajackowski, Travel Guard’s claims director.

She used the emails. A few weeks later, we heard back from her:

Just want to let you know that today I received a check for $200 from Travel Guard. There was no accompanying letter, but the attached paper said “Trip Delay Benefit.”

It leaves me $511 out of pocket, but it’s better than nothing, and I’m sure it would not have come without your intervention.

Thank you for your help and for the service you provide to travelers.

No, thank you.

See, Martin is one of the main reasons we’re here as an advocacy organization. We empower people like her with actionable information and advice. It makes companies stomp their feet because they don’t like it when their customers have the audacity to contact them directly, and especially when they bother their executives.

Case in point: As I was wrapping up this story, an email came in from Air Canada.

On your website, over this link: http://elliott.org/company-contacts/air-canada/ under the Executive Contacts, Klaus’ office information, that address is not made for public. It is a security concern for us and needs to be removed (or replaced with the general office address) as soon as possible.

Can you please kindly remove that information from your website? You can replace it with the general office address that you have.

RIGHT NOW

Klaus Goersch

Executive Vice President and Chief Operating Officer

99 Ironbridge Road

Brampton, Ontario, Canada L6Y 0S7

(905) 861-7900

AFTER EDITING

Klaus Goersch

Executive Vice President and Chief Operating Officer

7373 Côte-Vertu Blvd. West

Saint-Laurent, Quebec H4S 1Z3

(514) 422-5000

Thanks so much in advance for your support.

Regards,

Erdem Iscen
IT Security & Risk at Air Canada
7373 Cote Vertu, Dorval, QC H4Y 1H4
Erdem.Iscen@aircanada.ca

We’ll get to this right away.

Executives can run, but they can’t hide from our incredible research team. If you ever want to overnight a demand letter to the COO of Air Canada, you can, thanks to our site and the researchers who support it.

Empowerment. It’s what we’re all about here. We want you to find your own happy ending, and we’ll do almost anything legal to help you.

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