Holiday in Disney world Orlando gone wrong

kev_lah

So in August 2024 after a real though year of family deaths I decided to get a loan out and treat myself, my wife and daughter to a once in a life time holiday to Disneyland Orlando for Christmas
we flew from Heathrow 19th December and was meant to return 27th December.

the first few days went absolutely spectacularly and super magical but on 22nd of December things went south and my little girl fell from the climbing frame on site and was taken to the local urgent care centre and after X-rays found to have broken her arm to which we was then sent to children’s hospital to see a surgeon to see if surgery was needed, to thankfully it wasn’t but some fentanyl and arm straighting procedure and a cast later we was sent on ur way with the advice too see a surgeon back home within 5 day's the 5th day being the 27th the day we was meant to leave America.

We managed to get early return flights after £555 admin fee and flew back home Christmas Eve and landed here in Christmas Day. I submitted all documents including invoices and everything the insurance company has asked for via the portal, then a week or so ago I called the insurance company who said they hadn’t received the documents as there advice is not to use the portal , to which I was never told so I submitted the documents literally Boxing Day and now being told another 20 working days for a decision to be made on my claim. 

There push back is it says to be send by surgeon at home in 5 days but the only flights we could get on was the ones we booked and I even have medical evidence from here that I got ly little girl seen on Boxing Day. 

I’ve reached out to Disney to help who have said they won’t and go back to Virgin, I’ve got virgin who are refusing to pay any money back for unclaimed holiday and now I’m just in limbo on why to do. 

I even asked Disney for a voucher to use for a future trip that way I get to at least use what we didn’t use if that makes sense. I have contacted my bank who said I can do a charge back for the amount that was unused but just wondering and looking for advice on this as technically the insurance have been over there allowed response time from what I’m aware of and I’m sitting in stressed all about it as I’m hearing virgin taking people to court and throwing a 8% fee on top for reclaiming monies that was charged back. 

At this point any help or advice is appreciated as the way I see it at the moment is I’m paying for part of holiday we didn’t use. 

Thankfully even when the swelling went down she didn’t need surgery and her arm is on the mend. 

Grumpy_chap

kev_lah said:

So in August 2024 after a real though year of family deaths I decided to get a loan out and treat myself, my wife and daughter to a once in a life time holiday to Disneyland Orlando for Christmas
we flew from Heathrow 19th December and was meant to return 27th December.

the first few days went absolutely spectacularly and super magical but on 22nd of December things went south and my little girl fell from the climbing frame on site and was taken to the local urgent care centre and after X-rays found to have broken her arm to which we was then sent to children’s hospital to see a surgeon to see if surgery was needed, to thankfully it wasn’t but some fentanyl and arm straighting procedure and a cast later we was sent on ur way with the advice too see a surgeon back home within 5 day's the 5th day being the 27th the day we was meant to leave America.

We managed to get early return flights after £555 admin fee and flew back home Christmas Eve and landed here in Christmas Day. I submitted all documents including invoices and everything the insurance company has asked for via the portal, then a week or so ago I called the insurance company who said they hadn’t received the documents as there advice is not to use the portal , to which I was never told so I submitted the documents literally Boxing Day and now being told another 20 working days for a decision to be made on my claim. 

There push back is it says to be send by surgeon at home in 5 days but the only flights we could get on was the ones we booked and I even have medical evidence from here that I got ly little girl seen on Boxing Day. 

I’ve reached out to Disney to help who have said they won’t and go back to Virgin, I’ve got virgin who are refusing to pay any money back for unclaimed holiday and now I’m just in limbo on why to do. 

I even asked Disney for a voucher to use for a future trip that way I get to at least use what we didn’t use if that makes sense. I have contacted my bank who said I can do a charge back for the amount that was unused but just wondering and looking for advice on this as technically the insurance have been over there allowed response time from what I’m aware of and I’m sitting in stressed all about it as I’m hearing virgin taking people to court and throwing a 8% fee on top for reclaiming monies that was charged back. 

At this point any help or advice is appreciated as the way I see it at the moment is I’m paying for part of holiday we didn’t use. 

Thankfully even when the swelling went down she didn’t need surgery and her arm is on the mend. 

Obviously this has been a difficult experience rather than the holiday of a lifetime that it was meant to be.

I can't see that there is any reason for Disney or Virgin to give any voucher unless a goodwill gesture.

I also can't see a chargeback being successful.  Virgin could not resell that hotel room given the late notice of your cancelling the nights you left early.

What are you trying to claim?
 - Medical costs in USA?
 - The £555 admin fee to reschedule the flights?

I suspect the first question the insurance company are likely to ask is whether you mentioned to the Dr in USA about your travel home being booked for the 5th day (27th) and whether waiting until the 6th or 7th day would for a follow-up check would have been significant.

molerat

I can't see how you "deciding" to come home early is something to be reclaimed from the holiday co, all your costs and losses should be covered by your insurance.  If they do not play ball you simply raise a complaint and take it on to the ombudsman.

Keep_pedalling

You are just going to have to rely on the insurance company, the airline and Disney have no obligation to refund you for something that was not their fault.

kev_lah

Keep_pedalling said:

You are just going to have to rely on the insurance company, the airline and Disney have no obligation to refund you for something that was not their fault.

So I am trying to reclaim unused holiday. I haven’t said it’s there fault but no one is helping me. 

kev_lah

molerat said:

I can't see how you "deciding" to come home early is something to be reclaimed from the holiday co, all your costs and losses should be covered by your insurance.  If they do not play ball you simply raise a complaint and take it on to the ombudsman.

That’s the thing I didn’t decide to come home early but based on medical advice was told to be seen in that time frame at home

kev_lah

Grumpy_chap said:

kev_lah said:

So in August 2024 after a real though year of family deaths I decided to get a loan out and treat myself, my wife and daughter to a once in a life time holiday to Disneyland Orlando for Christmas
we flew from Heathrow 19th December and was meant to return 27th December.

the first few days went absolutely spectacularly and super magical but on 22nd of December things went south and my little girl fell from the climbing frame on site and was taken to the local urgent care centre and after X-rays found to have broken her arm to which we was then sent to children’s hospital to see a surgeon to see if surgery was needed, to thankfully it wasn’t but some fentanyl and arm straighting procedure and a cast later we was sent on ur way with the advice too see a surgeon back home within 5 day's the 5th day being the 27th the day we was meant to leave America.

We managed to get early return flights after £555 admin fee and flew back home Christmas Eve and landed here in Christmas Day. I submitted all documents including invoices and everything the insurance company has asked for via the portal, then a week or so ago I called the insurance company who said they hadn’t received the documents as there advice is not to use the portal , to which I was never told so I submitted the documents literally Boxing Day and now being told another 20 working days for a decision to be made on my claim. 

There push back is it says to be send by surgeon at home in 5 days but the only flights we could get on was the ones we booked and I even have medical evidence from here that I got ly little girl seen on Boxing Day. 

I’ve reached out to Disney to help who have said they won’t and go back to Virgin, I’ve got virgin who are refusing to pay any money back for unclaimed holiday and now I’m just in limbo on why to do. 

I even asked Disney for a voucher to use for a future trip that way I get to at least use what we didn’t use if that makes sense. I have contacted my bank who said I can do a charge back for the amount that was unused but just wondering and looking for advice on this as technically the insurance have been over there allowed response time from what I’m aware of and I’m sitting in stressed all about it as I’m hearing virgin taking people to court and throwing a 8% fee on top for reclaiming monies that was charged back. 

At this point any help or advice is appreciated as the way I see it at the moment is I’m paying for part of holiday we didn’t use. 

Thankfully even when the swelling went down she didn’t need surgery and her arm is on the mend. 

Obviously this has been a difficult experience rather than the holiday of a lifetime that it was meant to be.

I can't see that there is any reason for Disney or Virgin to give any voucher unless a goodwill gesture.

I also can't see a chargeback being successful.  Virgin could not resell that hotel room given the late notice of your cancelling the nights you left early.

What are you trying to claim?
 - Medical costs in USA?
 - The £555 admin fee to reschedule the flights?

I suspect the first question the insurance company are likely to ask is whether you mentioned to the Dr in USA about your travel home being booked for the 5th day (27th) and whether waiting until the 6th or 7th day would for a follow-up check would have been significant.

So whilst virgin wouldn’t have resold my room I know it being Christmas the resort was max compacity and Disney would have resold the room on.

im looking for money back for unused holiday 

Ayr_Rage

It's a travel insurance claim, you should forget any other options.

Just about all policies have cover for cancellation and curtailment.

You'll need to get your ducks in a row regarding the medical advice about being seen in 5 days, was that specified as after the accident or your planned arrival home?

Edit : Very surprised your daughter was allowed to fly with a new cast unless it was a special type.

kev_lah

Ayr_Rage said:

It's a travel insurance claim, you should forget any other options.

Just about all policies have cover for cancellation and curtailment.

That’s the thing as wel it’s been nearly 2 months and no further along with them making some nonsense up about them not getting documents via the portal and now it’s going to be at least another 20 days. It’s a joke as why would they send me a portal link to upload documents and then tell me don’t use it and say they advise people not to use it! Just delay tactics being used

Grumpy_chap

kev_lah said:

So whilst virgin wouldn’t have resold my room I know it being Christmas the resort was max compacity and Disney would have resold the room on.

im looking for money back for unused holiday 

The resort may have been sold out but I suspect the ability for a destination such a Disney World to sell rooms at last minute is really quite limited.  Unlike a city centre hotel where there will always be business travellers needing accommodation at short notice, no-one really is going to just turn up at Disney World on the off-chance of being able to find a free room.  Even less so, I would have thought, over the Christmas holidays (though Christmas is not such a big thing in US, where Thanksgiving seems to dominate).

sheramber

You need to check what cover your policy document states you have. 

Does your policy cover consequential losses? 

Not all do. It may be an additional extra. 

You would need that cover  for any tickets you could not use.

What does it say about having to cut your holiday short? 

If the hotel room was already sold to Virgin Disney would not be entitled  to resell it.

Fretting about what the insurance will  or will not pay will not help.

You need to wait until they tell you their decision. 

If you do not agree with it you follow the complaints process which will be detailed in your policy document.