Travel Guard appears to have questionable business practices; I just learned today (June 26th) that my credit card was charged $73.95 for travel insurance on June 1st. I did not request travel insurance or authorize my card to be charged for travel insurance. I called today to request a refund, and was told no. I spoke with a supervisor (Crystal Hebel) and was also told no. I am disappointed with Travel Guards response, which was basically that I had to cancel by end of travel to receive a refund. The problem is that I didnt even learn that I had insurance, or that my card was charged, until today.
While the amount is relatively small, the principal of being charged for something that I never ordered, without my authorization, is a very important motivator for me; its not fair, and its illegal to charge someones card without authorization. Most businesses, when confronted with a mistake, try to fix it; Travel Guard has not attempted to thus far. Why would I order travel insurance on June 1st for a direct flight that leaves less than 24 hours later?
Its funny that after they tell you they don't have the authority to fix the situation, they tell you to send an email to [email protected]. Clearly this must happen alot and it looks like they've put a system in place to bury (ignore) the fact that unapproved charges happen all the time to people's credit cards when buying their airline tickets on VirginAmerica.com.
Virgin America is the best airline in the United States (in my opinion), in part because of their outstanding customer service, and I am a very loyal customer of theirs because of that. I would hope that their business partners also adhere to the highest standards.
0 comments