CruisesOnly review: Refund of travel insurance premium due to misleading coverage representation

Dear CruisesOnly Customer Relations,
I am writing regarding our recent cruise booking (Booking Confirmation: 8LMM9V), in which we purchased the LeisureCare Travel Insurance Plan through CruisesOnly. This cruise was scheduled for March 17, 2026.

My wife and I have enjoyed over 21 Princess Cruises, and I believe we have booked all of them through CruisesOnly. Over the years, we have appreciated the service your company has provided, and Wendi Kay has served as our travel agent.

At the time of purchase, your travel documents stated:

“You might need a travel insurance plan if: Your flight to the ship is delayed or cancelled.”

This statement was an important factor in our decision to purchase the insurance. We reasonably believed that if an airline cancellation prevented us from reaching the cruise port, the policy would provide protection.

Unfortunately, our Southwest Airlines flight to Fort Lauderdale was cancelled the day before embarkation, and despite extensive efforts, we were unable to reach the ship in time. We submitted a claim, but AON/Arch denied coverage, stating that carrier-caused flight cancellation was not a covered reason under the plan. They also advised the premium is non-refundable.

As loyal customers, this was disappointing because the representation in the booking materials created a clear expectation that flight cancellation scenarios such as ours would be covered.

We are not seeking to reopen the denied claim through CruisesOnly. Rather, we are respectfully requesting a refund of the insurance premium (approximately $300), or comparable travel credit, as a fair goodwill resolution.

We sincerely appreciate the assistance CruisesOnly has provided over the years and hope you will consider this request in the spirit of customer fairness, loyalty, and satisfaction.

Thank you for your time and consideration.

Sincerely,
Leobardo Camalich
Gayle Camalich
Phone: [protected]
Email: [protected]@gmail.com