Can this trip be saved? The guest canceled — so who covers the refund?

Suzanne Cohen runs the Santa Barbara Adventure Company, a tour operator that offers kayaking trips in California’s rugged but breathtakingly beautiful Channel Islands National Park (no, that’s not hyperbole; check out our coverage from last year if you don’t believe me).

It’s a one-hour ferry ride to the island, and the fare is included in the price of the kayak tour. The ferry is nonrefundable within seven days of a trip, and so are her tours. But like everything else in life, there are exceptions to that policy.
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