Complaint Review: Trip Mate Travel insurance - Kansas City Missouri

Hello,

  My name is Melissa Gonzalez, I wanted to share my story on a bad situation I had with both Spirit Airlines & Trip Mate Travel Insurance. I purchased a flight to Panama City Panama back in February 22nd, 2018. I purchased the flight to have a good time for my birthday with my family. I was offered the insurance in case of any circumstance that could happen when I booked it through Cheap O Air. My flight was set for me to leave on June 20th 2018 and I had booked the flight to leave from Orlando FL, make a stop in Fort Lauderdale FL, and then off to Panama City Panama. We got to the airport in Orlando a whole 3 hours before time. It started pouring down in Orlando and they delayed our flight. We spoke to many spirit airlines employees and they assured us that we were going to be okay and that they spoke to Fort Lauderdale’s Spirit Airline employees and they advised us they were going to hold our flights. We got to Fort Lauderdale, and ran for our lives to the other side of the airport and we missed our flight by 8 minutes. We went directly to the Spirit Airline section and asked for the next available flight and they told us that there’s nothing they can do but wait until tomorrow night at 11 PM.

That means I would have to wait a whole day in an airport and I was with my two kids aged 4&9. I asked for them to accommodate my family & I and they  gave us and the other 9 people who were in the same boat as us who also were on the same flight as us in Orlando and who had also missed their flight to Panama attitudes for complaining and called security on us. My husband then purchased other tickets with American Airlines for the next available flight and spent over $1,500 just on a one way flight to Panama from Miami. I then contacted a Lyft and got a ride to Miami to sleep in a hotel near the airport. The hotel we stayed in was the Fairfield INN located at 4101 NW 11th St, Miami, FL 33126. The next morning we left on our flight with American Airlines and had absolutely no issues. When we got back from our amazing trip I contacted Trip Mate Travel Insurance and they advised me if I had proof of all of our expenses they would reimburse us. 

I submitted everything accordingly and they made us wait over a month for a joke of only getting back $30.97. I submitted all the expenses of everything we had to pay out of pocket for something that was out of our control. I contacted Trip Mate Travel Insurance and they said my claim did not meet the standards to get approved. I was on the phone with a representative who could not help so I asked for the call to be escalated to upper management and I was speaking to a representative named Eric who is considered to be a supervisor in the claims dept. I expressed my disappointment and explained my whole situation and he kept insisting nothing can be done. I paid more for the insurance coverage than what I'm initially getting back. I advised him I would not get off the phone until this issue was resolved and I wanted him to get his supervisor and for him not to place me on hold to avoid the call getting disconnected.

The representative Eric decided to put his phone on mute and had me on hold for over an hour and not once checked in on me and once it turned 9 PM he disconnected the call. I have proof of all the recordings of our call and I also have all the proof of all my expenses. I would appreciate it so much if you guys can help me and my family for this unfair treatment.   I also have video proof of me being placed on mute for over an hour if you need that as well.