marylsommers: Rome shuttle bus and taxi drama is driving my niece to distraction

Saturday, March 5, 2011

Rome shuttle bus and taxi drama is driving my niece to distraction

A cancelled bus led to a missed flight and an extra night's stay but her insurance company refuses to compensate her

I booked an easyJet flight to Rome with two nights in a hotel for my niece and her partner to celebrate her 40th birthday. For the return journey the hotel booked a shuttle bus to the airport but, at short notice, the bus company cancelled, saying it didn't have time to call at their hotel.

They found a taxi but the driver took them to the wrong airport and they missed their flight. An extra night's accommodation, a new flight, taxi costs and food totalled close to �400. The insurance company, Mondial, refuses to pay because the delay getting to the airport was not caused by public transport failure or the taxi having an accident. MU, Seaham, Co Durham

People at the first level of deciding whether to pay insurance claims look for reasons not to pay. When they find one they don't think any further about the reality of customers' experiences. To anyone else it is obvious that your claim should be paid ? and Mondial agreed when someone more senior looked at your file. It said that, once you provided confirmation from the hotel that the shuttle bus had failed to arrive, it would reassess your claim.

But the hotel assumed you were trying to get them to compensate you and would not provide the letter. Luckily you had an Italian-speaking friend in Italy who explained the situation to the hotel which then sent an email confirming that the bus did not turn up. Mondial has now authorised payment for the additional flight and extra accommodation. It says the travel policy does not cover taxis or food but, as a goodwill gesture, it has included the cost of taxi fares in the �300 payout.

You can email Margaret Dibben at your.problems@observer.co.uk or write to Margaret Dibben, Your Problems, The Observer, Kings Place, 90 York Way, London N1 9GU and include a telephone number. Do not enclose SAEs or original documents. The newspaper accepts no legal responsibility for advice.

Margaret Dibben

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