Quick cancellation question

[LockShockBarrel]

This is a little odd.. So my cousin was supposed to leave this Saturday for Disney. He ended up being flown to the hospital and had emergency surgery. He's doing well now but his girlfriend just told me she called and cancelled yesterday. I've heard of them waiving the cancellation fee under extreme circumstances but his gf didn't explain what happened to whomever she spoke to and they were charged the $200. It's probably too late for her to call back and explain right?

 

[amykathleen2005]

Are you sure that wasn't the travel insurance?

 

[aaarcher86]

This is a little odd.. So my cousin was supposed to leave this Saturday for Disney. He ended up being flown to the hospital and had emergency surgery. He's doing well now but his girlfriend just told me she called and cancelled yesterday. I've heard of them waiving the cancellation fee under extreme circumstances but his gf didn't explain what happened to whomever she spoke to and they were charged the $200. It's probably too late for her to call back and explain right?

I've only known them to waive a room only cancellation fee. For packages they advise of the insurance declined.

She could try, but I think the chances are very slim.

 

[LockShockBarrel]

You're probably right that other people had travel insurance. I didn't think of that. I don't think they had it on their reservation for this trip either. Really I should have said they should have added insurance knowing that my cousin's health is fragile but he's been fine for so long it didn't click that there could be an issue. It hit him suddenly too. Apparently he woke up feeling odd and went to class, then went to empty his ostomy back and it was full of blood. They had to life flight him into Pittsburgh to his doctors and get him into surgery. I got a text from his girlfriend an hour ago that he's out of ICU and they're allowing him to walk short distances so that's all a good sign.

 

[Hannathy]

Given the severity of the situation it wouldn't hurt to call Disney and explain and ask if they would consider waving the 200 cancellation fee if they re-book for a time he is well enough to travel? That is if they plan on going when he is well. Ask If they would take the $200 and apply it to a new reservation. I would be very nice and non demanding and offer documentation or proof that he was in the ICU with emergency life threatening surgery.

I have heard of Disney doing similar things for people, I would also call and ask to speak to a supervisor who would have the authority to do this. The key is being very nice and not get demanding.

But it certainly wouldn't hurt to ask and you will never know if you don't try, The worst that can happen is they say no and you are in the same place you are now.

 

[LockShockBarrel]

I asked his girlfriend about rebooking but they have no idea when they'll be able to do it again. This was actually their plan b for spring break. They were going to rent a condo with friends on a beach somewhere but people kept backing out. They're both students and try to work when they're not in school but my cousin is based in Pittsburgh and his girlfriend in New Jersey somewhere. They don't know what their summer plans are yet so they can't commit to making another reservation yet. Honestly I don't think my cousin could handle it in the dead of summer though, he's got skin issues from a Stevens Johnson's syndrome flare after his second set of organs. I think the heat and sun would get to him.

I got another text from her saying that her parents are actually going to take that $200 hit as part of their birthday presents (they're pretty well off and I think they just feel bad that my cousin and gf were so excited and this ended up happening). I figured it was worth putting up on here and thank you all for responding so quickly.

 

[Hannathy]

I know you said her parents are going to pay it but did she call and ask for a supervisor and explain the situation?

Not just the person you get when you call but go above them. I know Disney is a business and can't absorb everything but this is quite real with his surgery and you never know that they may wave it in this case.

Also if she is a student, I"m guessing young 20's she may not have known to go past the standard answer and ask for someone else.

I'd still try.

Hope he feels better soon and they are able to do something, how disappointing for them. I have a DD in college so I know how they look forward to things.

 

[LockShockBarrel]

She said she told them it was a medical emergency but didn't get into specifics. I'm not sure if she spoke to a supervisor or not. I'll text her in the morning and ask more specifics and tell her this.

They're both transplant kids but learned to be very responsible and ultimately independent pretty early on. I would think she would have thought to ask for a supervisor but they both also hate using medical issues as an excuse so she probably wouldn't get insistent over anything.

They were very excited, my cousin did a make a wish trip to Disneyland when he was in his early teens, and she hasn't been to WDW since she was very young so really it's new to both of them. My cousin texted me in January and couldn't believe I told him that it was short notice for a trip and was surprised when I said their budget wouldn't get them as far as he assumed because of going during Spring Break. Maybe if/when they get a chance to go in the future they'll plan a little better and I can make their money go a bit further.

 

[SueM in MN]

I know you said her parents are going to pay it but did she call and ask for a supervisor and explain the situation?

Not just the person you get when you call but go above them. I know Disney is a business and can't absorb everything but this is quite real with his surgery and you never know that they may wave it in this case.

Also if she is a student, I"m guessing young 20's she may not have known to go past the standard answer and ask for someone else.

I'd still try.

Hope he feels better soon and they are able to do something, how disappointing for them. I have a DD in college so I know how they look forward to things.

I agree with this.
They may wave it, especially since he was hospitalized and will have proof of that.

Sorry to hear what happened and hope things work out for them.