Minnesota residents Kristen and Joe Wegleitner just wanted to start their October honeymoon off in grand style with a romantic 7-day Mediterranean voyage on Celebrity Cruises. Unfortunately things began to unravel when bad weather and a hodgepodge of missed airline flight connections forced the newlyweds to scuttle their cruise plans. Thankfully the couple had the foresight to purchase travel insurance and thought the claims process with Travel Guard would be hassle free. Or so the Wegleitners thought.

Bumpy flights

The Wegleitners were already tightly scheduled on their Delta Air Lines flights from Minneapolis to Atlanta with only one hour connecting time for their flight to Europe. When their flight landed 65-minutes late into Atlanta they knew they had missed their connection, which meant they would not be able to board the ship in time. The couple immediately contacted Celebrity Cruises to make arrangements to board the ship in the next port – Cannes, France. Delta was able to rebook the Wegleitners the following day on a flight to Nice, France via New York’s JFK airport; however, they would have to spend the night in Atlanta.

Unfortunately another day didn’t make a difference as bad weather forced their New York-bound flight to arrive 68-minutes late, which caused another missed flight to Europe. The Wegleitners felt trying to get another flight to catch the ship would be a moot point since much of the cruise would have been missed. They came to the conclusion that it was best to rebook the sailing for another time. “At this point we contacted Travel Guard to insure that if the trip was aborted we would be covered under our insurance,” said Kristen Wegleitner. The Travel Guard representative assured them that since the issues were weather related they would be covered. After spending the night in a hotel near JFK airport the couple flew home to Minneapolis dejected, but still hopeful that their honeymoon could be salvaged at a later date.

A few days after returning home the Wegleitners submitted a claim to Wisconsin-based Travel Guard for the amount of $3,900 for the missed flights, cruise, transfers and hotels.

Travel Guard too guarded

Imagine the couple’s dismay when they opened an envelope from Travel Guard a month later that contained a check for $1,758. The check stub stated the amount was for the missed cruise and transfers and since some of the airfare had been used by the couple there would be no refund.

Kristin Wegleitner was livid. “What they gave us won’t even cover our plane tickets!” She did not understand why they couldn’t be reimbursed fully. “Is that not why we purchased the insurance in the first place”, she asks. After going back-and-forth with Travel Guard, the Wegleitners contacted Consumer Traveler for help.

Claim bliss

I contacted Travel Guard on the Wegleitner’s behalf to find out their side of the story. I spoke with company spokesperson, Dan McGinnity. After checking on the couple’s claim McGinnity stated that there had been a mistake by Travel Guard and a misunderstanding by the Wegleitners. “After completing the review of the Wegleitner’s claim, Travel Guard will be sending an additional reimbursement check of $1,760.22, for a total claim payment of $3,518,” said McGinnity. He noted that the first payment was for the cruise/transfer portion of the trip and when the check was sent out; an accompanying letter stated that “a portion of your claim is still under review.” He said because the cruise/airfare/transfers were bundled into a single cost, Travel Guard was corresponding with the travel agent that booked the flight to determine the value of the unused airfare. “We estimated the cost of the used flight (roundtrip Minneapolis to Atlanta twice) at $440 and that amount was deducted from the total claim payment.”

Having seen the Wegleitner’s documentation from Travel Guard stating there would be “no refund” for air I asked McGinnity why that was on the check stub that led to all the confusion. “There was a miscommunication between the analyst who was working the claim and the processing person who sent the check,” said McGinnity. He noted the information on the check stub is typed in by the claims processing person as a notation for what the amount of the check covers. “In retrospect, we could have done a much better job of communicating with the Wegleitners. In fact, we are planning to use this as an example in our claim processing training.”

“It’s too bad that the Wegleitners didn’t take advantage of our 24/7 travel assistance when they ran into travel problems,” added McGinnity. That benefit is included in all Travel Guard policies. “In a case such as this, we have travel counselors available by phone who will help rebook canceled flights and make other emergency travel arrangements. I think we could have saved them a lot of hassle and may have been able to get them to Barcelona in time to catch their cruise,” he said.

As for the Wegleitners they are happy with the outcome but leery about having to fight so hard for clarity from the company. “Although this process has been a pain, we are getting mostly refunded which will allow us to take another trip without spending a lot of time saving-up,” said Joe Wegleitner.

An ounce of prevention

I am glad Travel Guard came through for the Wegleitners and this case clearly highlights why travel insurance is so important to protect your vacation investment.

That being said, much of the Wegleitner’s travel woes could have been minimized with practical travel planning. First, if you live far from the embarkation port, try and get there a day early. Padding your travel time may cost a bit more, but it pays off in the assurance of a stress-free start to your vacation. Second, just say no to short connection times for international flights. Rule of thumb – do not book a flight with a connection time of less than 90-minutes, especially in the busy airports like Atlanta, New York, Chicago, etc. Taking the earlier flight to the connecting city may seem like a waste of time, but it’s time well spent and it just adds on to your options in case things go astray.

Hurricane Jimena is now a dangerous Category 4 storm packing 145 mph winds, and it may get stronger as it barrels towards the southern tip of Baja California. Carnival Cruise Lines’ Carnival Splendor, Carnival Elation, Carnival Paradise and Royal Caribbean’s Mariner of the Seas have altered their normal Mexican Riviera itineraries to avoid the storm. Stay tuned for more updates on Jimena

In the coming days ExpertCruiser.com will be launching a whole new look. While the view is different you will still find the trusted cruise articles and commentary you can count on. You’ll also find a few new cool features as well.

The new site design aims to put more on the home page in an easier-to-find format that allows you to get to everything from blog posts to ship reviews quickly and easily.

Here’s a little preview.

Equinox is truly an appropriate name for Celebrity Cruises latest Solstice-class ship. Twice a year, the equinox marks a near-perfect balance between length of day and night across the planet, and the Celebrity Equinox offers cruise travelers an excellent balance of size, style, efficiency, and quality.

Here comes the sun

Carrying 2,850-passengers, the 122,000-ton Equinox is the second in a series of five “Solstice-class” ships. The vessel offers all the seagoing firsts of the Celebrity Solstice: a half-acre Lawn Club with real grass and full-time groundskeeper and the Hot Glass Show presented in collaboration with The Corning Museum of Glass.

Other favorite features are here, too, including AquaClass spa rooms, 10 restaurants (including a creperie and Asian fusion venue); a beautiful spa and large gym with expansive sea views; whispy resort-like pool spaces including one in a solarium; a vast variety of lounges and bars and wonderful nooks and crannies to relax in. As great as these amenities are it is ship’s style and design that received big raves during its debut in Southampton, UK this week

The interior design of the Solstice-class ships is a world apart from the retro-style favored by the majority of cruise lines – there’s nothing out there nearly as stylish. Those familiar with Solstice will find Equinox an almost identical vessel, albeit with some minor cosmetic changes. Changes onboard Equinox includes more color in the mostly white Silhouette Dining Room, other décor changes include in the Silk Harvest restaurant, Martini Bar, and Equinox Theater, which launched new shows. The Sun Deck has been enlarged and can accommodate 100 more deck chairs. Additionally, minor tweaks have been made to staterooms — safes have been relocated from closets to cabinets to allow for slightly more hanging space.

Equinox showcases a large number of modern works of art, over 500 pieces including several by Roy Lichtenstein. Interestingly a number of art pieces come from the lauded collection that graced the former Celebrity Galaxy. Still, there is one very unique piece that gets more attention than the rest and is a combination of bead and living art. Hanging from the 12-deck atrium is a ficus tree in a sparkling beaded pot that was created by a team of American bead artists. Underneath the pot, attached to the atrium walls is more bead art with the words “Here comes the sun.”

Intrigue and delight
Equinox features 1,426 staterooms, 85 percent of which include a veranda. Each stateroom is equipped with flat-screen TVs with an amazing on demand audio/visual system includes a library of over 5,000 songs, storage and closet space, spacious bathrooms and plush European bedding. The ship offers wireless Internet access throughout.

The popular AquaClass staterooms — 130 in all — designed to offer a soothing, spa-focused ambiance. Located in close proximity to the ship’s two-story “AquaSpa by Elemis,” AquaClass guests will enjoy unlimited access to the spa’s Persian Garden aromatherapy steam room, featuring heated ceramic loungers and the Relaxation Room, which offers panoramic vistas from comfortable lounge chairs. AquaClass guests also enjoy unlimited, complimentary access to the ship’s exclusive, Mediterranean-influenced specialty restaurant, Blu.

Celebrity may have topped itself with the introduction aboard Equinox of a “24-Karat Gold Facial.’’ The treatment uses an alchemy of expert touch, medicinal plants, Rose Quartz and a pure 24-karat gold leaf mask to speed up cell renewal. Guests who experience it will also be able to enjoy a special cocktail inspired by the treatment itself. The “Golden Kiss Martini” features Golden Supreme vodka, cucumber juice, agave syrup and lemon juice, muddled with fresh mint.

With the launch of the new ship, Celebrity started “Celebrity Life,” a series of enrichment programs that encompasses three distinct program categories: “Savor,” “Discover,” and “Renew.” Programs include learning a new language with Rosetta Stone to courses that teach guests to use their iPod through Celebrity’s “digITal” series. – there is literally something to interest everyone on board. The program will be rolled out across the fleet by November.

Like Solstice, Equinox is going green by utilizing 216 solar panels throughout the ship. The energy collected then becomes part of the ship’s power grid — enough to operate 7,000 of the vessel’s 25,000 energy efficient LED lights.

If you go:
Celebrity Equinox begins its inaugural season with a cruise to the Norwegian Fjords on July 31 out of Southampton. Other departures from Southampton include a 10-night “Best of Europe” itinerary to Rome. Then ship will then sail a series of 13-and14-night “Ancient Empires” cruises through October, featuring two new ports of call: Haifa and Ashdod, Israel. These voyages also include an overnight stay in Alexandria, Egypt. Fares for 13- and 14-night cruises begin at $2,099 per person. On November 5, the ship will sail a transatlantic voyage to Fort Lauderdale, Florida, where it will begin a series of alternating 10- and 11-night “Ultimate Caribbean” voyages through April 2010. Prices begin at $1,199 per person. All aforementioned prices are based on inside staterooms, double occupancy. Visit Celebrity Cruises Web site for more details.