Traveler struggles to get refund for cruise after being forced to miss flight due to FAA mandate

CHICAGO (WLS) -- Consumers are often encouraged to buy travel insurance, especially for big trips in the event something happens. But what do you do when you think your travel insurance isn't backing you up?

A Chicago woman says she couldn't go on a Caribbean cruise because of a federal mandate. She says neither the cruise line nor her insurance would reimburse her money.

So, she called ABC7 I-Team consumer investigator Samantha Chatman, and Sam was on her side.

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Back in January, the FAA issued a temporary no-fly mandate in parts of the Caribbean because of tensions in Venezuela. Hundreds of flights were canceled.

As a result, a Chicago woman and her family couldn't fly to Puerto Rico and missed their cruise. The woman says neither Royal Caribbean nor American Express had her back. She called the I-Team to step in.

Jackie Salgado couldn't wait to celebrate her mom's 75th birthday on a Royal Caribbean cruise line.

"I was really excited to plan it, and I'm an organizer by heart, so I'm always checking my lists, and I try to ensure that i covered all my business," Salgado said. "The reservation, the confirmations, the insurance, the works."

The trip was scheduled for early January. The plan was to leave from O'Hare and fly into Puerto Rico and board the cruise from there. But when they got to the airport for their big trip, there was a problem.

"The flights are canceled. There are no flights going out," Salgado said. "There's a current FAA mandate that their airspace closure specifically in Puerto Rico, San Juan, which was the airport that we were traveling to, but it impacted that region entirely."

Hundreds of flights were canceled after the FAA temporarily closed Caribbean airspace, because of tensions in Venezuela, and the capture of its former leader Nicolás Maduro.

Stuck at the airport, the Humboldt Park woman and her family missed the cruise. She contacted Royal Caribbean. She explained what she was told.

"You will be listed as a no-show, and that is a 100% forfeit of your money," Salgado said. "There was no empathy. There was no 'this is how we can assist' or 'I'm sorry...' it was just, 'that's it.'"

She says Royal Caribbean didn't offer her a refund or a credit.

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Fortunately, Salgado paid for the cruise with an American Express platinum credit card. She says she also purchased their upgraded travel insurance package.

"An American Express platinum card, which is supposed to be all the bells and whistles," Salgado said. "And you're thinking they have your back, and I fell flat on my face."

Her claim was denied because of "changes of plans for reasons other than those specifically listed in this coverage."

"This was an FAA mandate, and therefore my travels were interrupted," Salgado said. "That was by no fault of ours whatsoever."

She felt let down by both Royal Caribbean and American Express, so she called the I-Team for help.

"I called you because you advocate for consumers here in the city of Chicago," Salgado said. "You go up to bat for folks of all walks of life."

The I-Team contacted Royal Caribbean cruise line, which did not respond to what happened.

American express told the I-Team, "We've reviewed Ms. Salgado's claim and determined that it should have been paid."

"We did hear back from American Express and they have decided to reverse course and honor our travel insurance claim," Salgado said. "This only because of your advocacy and involvement...we appreciate you being on our side. Thank you."

She got back $2,500.

The I-Team still has not received an explanation from Royal Caribbean, but the consumer is relieved to have her money back.

Sam is on your side. If you have a consumer problem, call the I-Team at 312-750-7TIP.