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.

“Champagne?” the tuxedoed waiter asks, “Yes, that would wonderful,” I reply. I have just boarded the brand-new Silver Spirit in Monte Carlo for its first sailing with passengers. The moment is surreal and a far cry from my previous voyage a few months earlier during Silver Spirit’s sea trials when the vessel was still under construction and where instead of champagne I shared breakfast pizza and espressos with the shipyard workers onboard.

I look around and I smile, long gone are the unfinished walls, protective covers of plastic and plywood — the ship has truly morphed into the beautiful Art Deco masterpiece it was designed to be.

Luxury lure

The 540-passenger, all-suite vessel is the first newbuild for ultra-luxury line Silversea Cruises since 2001, and it brings the Silversea fleet to a total of six vessels. “Silver Spirit is an evolution of what Silversea is all about,” says Amerigo Perasso, Silversea’s president and CEO. Perasso said that the larger vessel enables the line to create longer itineraries and offer more dining and entertainment options.

The economic waters may be choppy, but for Silversea it’s smooth sailing. The line is reporting its highest bookings ever, which is due to the surprising global demand in luxury cruising. Loyal Silversea customers, who on any given voyage can total more than 40 percent of the passengers, have been the driving force in heavy bookings, particularly for Silver Spirit. The other big factor in the line’s success is its heavy international exposure. Perasso says the make-up of the guests is truly international. “No one nationality dominates, it’s a mixture,” he says.

European roots

As we sail off from Monaco into the stormy Mediterranean the ship cuts through the water like a knife and the stability is impressive given the gale force winds. While Spirit is the biggest ship in the Silversea fleet it is still small and has the familiar layout of the line’s other vessels. But, it’s the ship’s classic Art Deco grace of the 20s and 30s that stands out – this is a ship Greta Garbo would have loved to sail on.

The Restaurant, aka the main dining room, evokes an understated, but comfortable atmosphere. Aptly named, The Bar and adjacent lobby is a multi-use area and is the heart of the ship. Vintage nautical photos decorate the walls and plush chairs and sitting areas are everywhere inviting guests to linger. Indeed they do — Passengers gather at all hours to drink Bellinis or cappuccinos or just to relax to soothing musical entertainment. Deck space onboard is expansive with numerous comfortable lounge areas affording shade or sun allowing guests to choose their al fresco preferences.

The 36,009-ton vessel offers 270 suites that range in size from 312 to 1,668 square feet (95 percent with balconies). All suites offer nifty technological advances including two large flat-panel televisions hidden behind mirrors and iPod docking stations.

Guests lack for nothing in these suites. There is a menu of eight pillows to choose from, a selection of room scents from Laura Tonatto, a choice of Bvlgari or Ferragamo toiletries, and never ending bottles of Pommery Champagne and boxes of Pierre Marcolini chocolates. And, every suite comes with a butler who will not only unpack your suitcase but clean and freshen it as well. “It’s all about highly personalized service that’s what luxury is all about,” said Ken Watson, Silversea’s executive vice president and chief operating officer.

The Spa at Silversea takes things to another level. At 8,300 square feet it is the largest in the fleet and features a beauty salon, fitness center, nine spa treatment rooms, two sauna rooms and two steam rooms. The spa also debuts a Thermal Suite, an exclusive spa area furnished with heated lounge chairs along with a private Hammam Chamber (Turkish bath), where guests can customize their scrub treatments. In addition, The Spa offers an outdoor relaxation area with expansive aft sea views and comes equipped with plush loungers and large whirlpool allowing spa lovers a place to relax pre- and post-treatment.

Among the new spa treatments and services is the medi-spa offering a selection of physician-administered facial treatments using such popular wrinkle-reducing agents as BOTOX Cosmetic and the dermal fillers Restylane and Perlane. Guests can consult with the medi-spa physician on board to determine a personalized treatment plan. There’s also a new Oriental Medicine Program, which offers acupuncture therapy and Chinese herbal supplements.

Epicurean delight

Perhaps the highlight onboard Silver Spirit is the culinary delights in the six restaurants. The line is celebrating its 10th anniversary partnership with Relais & Châteaux; the only cruise line afforded the honor. “This is a pillar of our culinary experience — to be precise and genuine,” says Rudi Scholdis, Silversea’s culinary director. He added that the line’s mix of guests and 423 ports visited is part of the culinary offerings.

The line’s staple restaurants are here including The Restaurant, which offers 21 menus from International classics to inventions made on the ship. La Terrazza is the heritage of Silversea and offers freshly made pasta with ingredients flown in from Italy. The Pool Grille offers spa and quick fare and in the evening is offering a new informal dinner concept where guests can grill their meal on heated lava rocks. Le Champagne is highlight of the line’s association with Relais & Châteaux where for $30 guests can indulge in a six-course menu and for an additional $200 sample the wine pairing offerings.

New dining venues include Stars Supper Club that is modeled after the Rainbow Room. The venue is more than dining, it’s “food-entertainment” said Scholdis. The ambiance is jazzy and offers a bite size tasting menu encompassing flavors from around the world. Indeed you could make a meal here if you order all 20 tastings. The live jazz singer who works the room makes this venue an unforgettable experience.

Seating just 24 guests, Japanese-inspired Seishin features a large, round chef’s table as its centerpiece. Guests at surrounding tables can watch the chef at work sculpting fresh sushi and sashimi. There is a cover charge of $40 for the 11-course digestion menu that includes Beluga caviar and Kobe beef. For an additional $40 guests can enjoy a Saki digestion flight or for $200 a special wine flight.

Ultimately, the real luxury of Spirit, though, is its focus on keeping the traditional cruise experience alive and highly refined. There are no rock climbing walls, gigantic water slides or ziplines like the new mega ships – it’s about surrounding oneself in luxury, fine dining, and like-minded travelers on a quest for new horizons.

If you go:
On January 21, Spirit begins its grand inaugural sailing with various itineraries in the Caribbean, South America, and Mexican Riviera. In May, the ship transitions to the Mediterranean where it will sail various 7-day voyages. In late October, Spirit transitions back to the Caribbean. Prices for 7-day voyages begin at $4,358. Visit Silversea Cruises Website for more details.

Star Clippers announced today that it will not operate in the Far East next winter due to concerns about piracy. The cruise line has had a ship based in the Far East for over a decade. Instead the tall ship Star Clipper will ply the waters of the Caribbean starting in November where it will sail 7-day, round-trip cruises from St. Maarten.

“Geopolitical conditions not related directly to the destinations themselves’ dictated the decision”, said Star Clippers owner Mikael Krafft. He stated that the company hopes to return to Thailand and Malaysia when the piracy situation in the Strait of Malacca, Gulf of Aden and Indian Ocean is resolved.

For families with children, travel to Europe can be daunting. Packing and unpacking and deciding where to go and eat is more difficult with kids in tow. However, Disney Cruise Line is setting out to make it easy for families to visit Europe.

In April, the Disney Magic will return to Europe, where it first sailed in 2007, only this time with a few new itineraries. The Magic will offer 10,11, and-12-day cruises to Scandinavia, Germany and Russia, in addition to a lineup of Mediterranean itineraries that include calls at three new ports. And in each port Disney will add its magic touch to enhance the touring experience.

Keys to culture

Each year cruise lines keep upping the ante on shore excursions, as passengers express more enthusiasm to spend money on experiences. Disney sees its return and expansion into the European market as an evolutionary step firmly based on a core Disney activity — storytelling.

Unlike other cruise lines where the hotel department handles the shore excursions, Disney places their tours in the hands of the entertainment department. David Duffy, Disney Cruise Line’s creative director for entertainment and shore excursions, summed it up this way: “We’re using our storytelling expertise to tell the great and fascinating stories of the places we’re visiting at each destination.” He added that the true objective is to provide fact-based narrative rather than fairy tales.

Indeed, the line’s return to Europe offers a treasure trove of culturally rich Italian ports such Naples, Civitavecchia (Rome) and La Spezia (Florence, Pisa, Lucca), as well as Barcelona, Oslo, Copenhagen and Stockholm. However, it’s the ones not normally considered children’s destinations, such as St. Petersburg, Russia and Tunis, Tunisia that are the most intriguing.

Disney realizes that for a lot of passengers it will be their first time in Europe and well-designed shore excursions are the key to a great cruise vacation. “We make our shore excursions very kid-friendly,” said Jason Lasecki, Disney Cruise Line’s public relations director.

“That’s what we do so well. If they know their children are well taken care of, parents have a good time.” Lasecki acknowledged the challenge for Disney is to keep the children engaged in the cultural significance of each port of call. “We’re looking for the sweet spot in each destination,” he added.

Sweet spot or not one thing Disney insists upon for shore excursion participants is comfort. The line goes the extra mile with comfortable transportation along with adding little touches like plentiful bottled water and cool towels. They even make gelato stops during long tours to keep the kids happy. Another nice option that Disney provides at each stop is a “Port Adventure” where youth counselors from the ship whisk the kids off for an activity allowing parents and grandparents to explore a site in more detail.

Onboard the Magic, there will be activities geared toward preparing kids for the ports, such as painting frescoes, mosaics, and Russian stacking dolls. There will also be a food tastings to familiarize the kids with what they’ll find in each port such as gelato for Italy or crepes for France.

Tunisian mystique

For the majority of passengers onboard the Magic, visiting Tunis, Tunisia will be the first time experiencing a Muslim country. Disney realizes this and will offer family-friendly lectures that will discuss Tunisian society and traditions.

Once ashore, tours and activities are clearly aimed at experiencing Tunisian culture. For example, a “Treasure Hunt” shore excursion in the white-washed village of Sidi Bou Said allows families high-octane fun while at the same time discovering the ancient history of the village. Tour participants are given a map booklet with clues for a successful treasure hunt. Along the way guests visit former palaces, receive a temporary Arabic henna tattoo, fetch water from a famous communal fountain, haggle with shop owners using local currency to buy trinkets, take a pit stop in a café where the locals smoke their hookah pipes, and have their name written in Arabic by a Wiseman.

Other tours of the area include tour of Tunis with a visit to a souk, and the Bardo Museum famous for its Roman mosaics. Also available is a visit to Carthage, a UNESCO World Heritage site, and a jaunt to a Berber village, which offers a similar atmosphere to Colonial Williamsburg except it has Arabic touches of snake charmers, camel rides, and belly dancing.

Ciao Tuscany

Florence is one of the most intriguing cultural centers in Western history, in which religion, philosophy, and politics played an important part in the development of the arts. So, how do you get an 8-year-old interested in all this?

Disney developed a tour to take kids beyond just talking about history — they will actually experience it. The line is offering an exclusive “Disney Experience” at the 14th century palace — Palazzo Vecchio. “This tour is something no other cruise line has ever done in Florence,” says Duffy. The tour is actually part of a program developed for Italian school children, but Disney was able to work with the museum to come up with an English-speaking version. The tour will allow kids to enjoy works of art Michelangelo, wander through secret palace passageways, talk with actors portraying Duke Cosimo I de’ Medici or his Spanish wife Duchess Eleonora di Toledo, try on medieval clothing, and paint a fresco.

Another exclusive tour that is only offered by Disney is a medieval parade experience in Lucca complete with drummers, troubadours, dancers, flag throwers, and a cross bow contest. For those that have always dreamed of going to cooking school in Tuscany you can do that as well. The line is offering the experience at the Torre A Cenaia winery just outside Pisa. While this excursion is more adult-oriented, kids are welcomed too. The best part about cooking school in Tuscany – eating what you’ve created and (for adults anyway) washing it down with the local vintages.

Russian intrigue

When the Magic heads north to the Baltics the grandeur of St. Petersburg, Russia will be the highlight for most onboard. For the first time in Disney Cruise Line history a ship will spend an overnight in port. With the added time guests will be able to delve deep into the city’s bloody 300-year history, admire the beautiful architecture of the Winter Palace and the Peterhof, or stroll along the rivers and canals.

“The shore excursions in St. Petersburg have been two years in the making,” said Duffy. A tour of Catherine’s Palace in Pushkin is the highlight where Disney will offer an exclusive Prince and Princess Ball in the palace’s grand ballroom. Imagine all the little girls dressed up in their Belle, Cinderella, and Snow White costumes being driven to the palace’s doors in horse-drawn carriages and then dancing with Disney princess characters. “This is a very exciting time for us,” added Lasecki.

Disney will also offer guests the opportunity to experience an evening performance of Swan Lake at the St. Petersburg Ballet Theatre. Another Disney exclusive tour will allow guests to experience a private performance at the Jacobsen Ballet School, where young dancers, ages 5 to 15, train for a career in the ballet.

Also, no visit to St. Petersburg would be complete without a visit to one of the world’s greatest art museums- the Hermitage. The museum’s collection includes more than three million works of art and artifacts. Disney offers a chance for kids to visit and also create their own masterpieces in the museum’s Roman sculpture section giving parents more time to explore.

The idea of heading on a family cruise often conjures up thoughts of sitting back on deck, soaking up the sunshine and splashing in the pool, but a European cruise offers something different. Cruising in this part of the world means seeing amazing sites and experiencing ancient cultures and customs. And for kids lucky enough to sail on the Disney Magic with all its family-friendly tours full of cultural enlightenment they’ll get to see that it’s a small world after all.

If you go:

In the Mediterranean, the Disney Magic will be based in Barcelona and offer four 10-day and four 11-day cruises in April, May, August and September 2010. Fares start at $1964 per person, based on double occupancy. Kids ages 17 and under traveling with 2 full-fare guests in the same cabin sail free on select Mediterranean sailings from April 24 through May 26, 2010 (taxes and fees not included).

In June, July and part of August the Magic will be based out of Dover, England and offer 12-day cruises to the Baltics. Fares start at $3,649 per person, based on double occupancy. Visit Disney Cruise Line’s Web site for more details.