Help! A Check-In Agent’s Mistake Made Me Miss an Antarctic Cruise and I’m Out $17,000.

“While we empathize and understand that the insured’s travel was negatively impacted,” he wrote, “the plan does not cover errors made in determining travel documentation.”

I begged to differ, noting that your policy covers trip delays caused by common carriers “including, but not limited to, scheduled departure and return times and actual departure and return times.” That “not limited to” implies to me that events like being involuntarily bumped from a flight or, say, being told mistakenly by a rookie agent in Nashville that you can’t board a flight to Chile, also qualify as potential “hazards.”

I told this to Trip Mate, and they seemed to blink, if just slightly. “With any claim that is submitted,” Mr. Jordan wrote back, “we look at the situation holistically to see where we can apply benefits within the limits of the specific policy.” The policy does limit reimbursement for “trip delays” to $3,000, though.

What about Aurora? They were “deeply sorry to hear” you were unable to make it, said Cameron Ward, an Aurora spokesman. “Unfortunately, a multitude of travel incidents happen all the time. It’s for this reason we require all of our guests purchase travel insurance that provides complete coverage for any number of issues that may arise.”

Fair enough, but I think Aurora was in a good position to be generous (and score some good P.R. points). Finding a way to get you on a future cruise with a nice discount — perhaps under the condition you take one that was not expected to fill up — would cost them a lot less than $17,000. When I offered such a suggestion, they declined to comment.

Which brings me to how I’m feeling about customer service in the travel industry as we enter 2023. After careful review of this newspaper’s policy on the use of curse words, I, too, decline to comment.

If you need advice about a best-laid travel plan that went awry, send an email to

Follow New York Times Travel on Instagram, Twitter and Facebook. And sign up for our weekly Travel Dispatch newsletter to receive expert tips on traveling smarter and inspiration for your next vacation.

The Save Earth Mission: A Global Movement Towards a Sustainable Future

Introduction: In a world grappling with the existential threat of climate change, one man has embarked on a mission to save the Earth and create a more sustainable and eco-friendly planet. Sandeep Choudhary, the visionary behind the Save Earth Mission, has mobilized the world’s fastest-growing community dedicated to eradicating carbon emissions by 2040. With an […]

Know More

YES WORLD announces its token listing on LaToken centralized Exchange

Leading Utility Token YES WORLD is now available for trading on the leading centralized exchange – LaToken.  LaToken is a prominent exchange in South Asian countries and with this listing, YES World Token is going to make major inroads for people to acquire their favourite cryptocurrency.  YES WORLD is also available on other crypto exchanges […]

Know More

Dr. David Shokrian – The Doctor of Astounding Plastic Surgery and Above and Beyond Philanthropy Efforts

Dr. David Shokrian is one of the top plastic surgeons in NYC. Over the years, his patients have been more than happy with his work’s stunning results, giving him the nickname “Dr. Snatched”. He has devoted his career to making his patients look and feel better than ever, which he has undoubtedly been successful in […]

Know More