A Metro Vancouver family is out thousands of dollars – and a vacation – after learning they were pregnant and trying to cancel a holiday.
Hadeel and Moe Haghshenas live in Port Coquitlam, B.C. with their 14-month-old daughter Raya, and run their own small business.
Last week they were thrilled to learn they are expecting their second child – but there was a catch. A month ago they booked an all-inclusive holiday to a five-star resort in Mexico, one of the countries doctors recommend pregnant women avoid because of the Zika virus.
“I immediately made an appointment with the doctor, and he recommends I don’t go and wrote me a doctor’s note,” Hadeel told CTV News.
When the family contacted Sunwing, the company told them they wouldn’t refund or give credit for the vacation because they failed to buy cancellation insurance – leaving the couple out nearly $3,300.
“They basically told us the trip was non-refundable,” said Moe. “The policy doesn’t really make sense.”
On its website, Sunwing’s policy states that customers who booked prior to Jan. 31, 2016 are allowed to make changes to their travel plans for no additional fees, or cancel their trip for a full refund.
“We have reviewed Ms. Haghshenas circumstances and unfortunately since she booked her trip after the Canadian government updated their travel advice relating to Zika virus and did not purchase any form of insurance, in accordance with our current policy, she does not qualify for a refund,” Sunwing Marketing Director Jacqueline Grossman in a statement to CTV News.
WestJet and Air Canada have similar policies, but the fine print for each is different.
As for the Haghshenas’, they are hoping the credit card company could provide a refund for at least some of the trip – although they still feel frustrated overall.
“It was very disappointing,” said Hadeel. “It’s stressful to think we just lost our money.”
With files from CTV Vancouver’s Scott Roberts
