When Everything Goes Wrong

[dioxide45]

We recently had to leave a vacation early due to the passing of my grandmother. My parents were also on vacation with us. We received a call early Thanksgiving morning that my grandmother (mother of my mom who was on vacation with us) had passed away. We were not set to actually check out of our condo until Monday.

Because most of our experiences were with transportation related companies I am posting this here to provide a kudos to those companies who came through when we needed help.

• West Jet was able to change my parents flight to a flight leaving later the same day. The fare was actually lower than what they paid and they were provided a refund for the credit. Their park and fly at YYZ also provided a refund for unused days.
• Air Tran waived their change fee but charged us the $50 difference in far. We were set to actually depart on Monday but flew out on Friday instead. The flight we were giving up had a much higher fare than the one we ended up taking but since we paid less months ago they charged the difference.
• When we returned our car to Alamo the rate they told us was actually higher than our contracted rate (we were returning it three days early). We went to the counter in the garage and it was adjusted taking off the three unused days.
• We had bought three day MYW tickets to Disney for my parents, they were only able to use two days of them. Disney provided us a refund of the unused entitlements.
• We had bought tickets ahead of time to see David Cook at Hard Rock Live in Orlando. Since we flew out on Friday night we were unable to use those tickets. We had called before we left to see if there was anything they could do for us, while they were non-refundable tickets they provided us with a full refund of the purchase price.

Not so great of an experience with Air Tran when checking in at MCO. We had two bags to check and one umbrella that we had purchased at Cirque du Soleil. The agent said that we likely wouldn't be able to take it through security because it had a pointed end (not sharp). She said we could check it separately, put it in one of our checked bags with one of the ends sticking out while signing a limited release since it would be very likely the bag would come open and our contents lost. She then used the situation as an opportunity to up-sell the business class upgrade. We ended up just checking our two bags and had no problems taking the umbrella through TSA security. I think they use this to scare passengers in to paying more to check the item.

In summary Disney, Hard Rock Live, Alamo, and West Jet moved up our list of companies providing good customer service. We already held them in high regard. Air Tran moved down, but they are still our best option for flying to Orlando.

 

[safetymom]

You were lucky that you got to take the umbrella through security.

 

[PrincessKsMom]

I'm sorry for your loss and glad these companies did the right thing.

I'm so used to reading how horrible everything is on the TB, that I was somewhat shocked at how well things went for you.

 

[jagafen]

Air tran is on my poo poo list for other reasons. Sorry for your loss and the shortened vacation...especially around the holidays.

 

[seashoreCM]

We recently had to leave a vacation early due to the passing of my grandmother.

OT: My apologies for your loss. But what would it have been like to put the funeral on hold for a few days? Funeral homes deal with delays (say, to convene the relatives) all the time. While your case was the exception, having to cut a vacation short tends to produce what can rightfully be called hardship given the dollar amounts involved.

Recently some of my relatives delayed a funeral to 3 weeks after the death as grandchildren were just finishing up college and going into final exams.

 

[dioxide45]

OT: My apologies for your loss. But what would it have been like to put the funeral on hold for a few days? Funeral homes deal with delays (say, to convene the relatives) all the time. While your case was the exception, having to cut a vacation short tends to produce what can rightfully be called hardship given the dollar amounts involved.

Recently some of my relatives delayed a funeral to 3 weeks after the death as grandchildren were just finishing up college and going into final exams.

This wouldn't have been an option. Large family with many brothers and sisters involved. All but one still live on what is the original farmstead (subdivided land). This was not even a consideration. It was easier for us to shorten our vacation than to ask everyone else to wait. We were willing to lose any money we had in park passes, rental car, concert tickets, etc. We went on the adage that it never hurts to ask.

 

[bavaria]

I'm sorry for your family's loss.

Congratulations - you discovered the life in RealWorld is truly much better than DISWorld makes it out to be. I spent several weeks recently flying back and forth and arranging for a medical evacuation on a major carrier and had similar experiences with fees and policies being waived. Too often people don't hear or don't want to hear those stories, and only focus on the bad.

As to delaying the funeral so that a WDW vacation can continue? I suppose that everyone has their own priorities, but that thought would never cross my mind, as I believe that people should be together at that time, and not spending it at Disney. Everyone has their own priorities, but I suspect that very few people would put WDW over honouring their relative.

Best thoughts.

 

[love2driveinct]

Bavaria, my thoughts exactly.

 

[JeanfromBNA]

OT: My apologies for your loss. But what would it have been like to put the funeral on hold for a few days? Funeral homes deal with delays (say, to convene the relatives) all the time. While your case was the exception, having to cut a vacation short tends to produce what can rightfully be called hardship given the dollar amounts involved.

Recently some of my relatives delayed a funeral to 3 weeks after the death as grandchildren were just finishing up college and going into final exams.

Are you seriously suggesting that they delay the funeral of their mother and grandmother so that everyone could finish their vacation, or that they don't have a financial hardship?

Words fail me.

 

[dioxide45]

Are you seriously suggesting that they delay the funeral of their mother and grandmother so that everyone could finish their vacation, or that they don't have a financial hardship?

Words fail me.

Finishing the vacation was never an option or a thought we considered. It would have been a pretty depressing remainder of the vacation, even if we are at the happiest place on earth. Going home early was the only thing on our minds. We probably got lucky with getting the refunds and concessions that we did. For that we are happy and grateful, but it won't replace the loss that we all have to endure.

 

[KINGBOBOFTHENORTH]

As to delaying the funeral so that a WDW vacation can continue? I suppose that everyone has their own priorities, but that thought would never cross my mind, as I believe that people should be together at that time, and not spending it at Disney. Everyone has their own priorities, but I suspect that very few people would put WDW over honouring their relative.

Bavaria, I agree with you fully however we had the unfortunate circumstance of being in the middle of a 7-night cruise in the Med a few years ago when my wife's father passed away. (Expected, but not as soon as it happened.) We were on free frequent flyer tickets and our ports where nowhere near cities serviced by our airline. Without horrendous expense, it was impossible to fly home sooner than what we had booked. So we had to make the best of it. It can happen.

BobK/Orlando

 

[bavaria]

Bob, that situation is a little more understandable - being half a world away, unable to change tickets. I know; I tried myself to change an international ticket from one major capital to another last week, and it wasn't possible to make the change to a timeframe which worked for me, even though I was flying a major carrier which is part of the largest airline alliance.

But WDW is for most posters here just a few hours flying time, and there are enough airlines serving that market that usually arrangements can be made. If I read the post correctly, it makes a funeral sound like an inconvenience interrupting time with Mickey, or schoolwork.

 

[JeanfromBNA]

Finishing the vacation was never an option or a thought we considered. It would have been a pretty depressing remainder of the vacation, even if we are at the happiest place on earth. Going home early was the only thing on our minds. We probably got lucky with getting the refunds and concessions that we did. For that we are happy and grateful, but it won't replace the loss that we all have to endure.

You did the right thing. Thank you for sharing how understanding others can be during times of personal crisis. I'm so sorry for your loss.