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Not so fast Search Flights Round Trip One Way From: Include Nearby Airports To: Include Nearby Airports Leave: Return: Adults: 1 2 3 4 5 6 Cabin: Economy Business First Class From: Include Nearby Airports To: Include Nearby Airports Leave: Adults: 1 2 3 4 5 6 Cabin: Economy Business First Class From: Include Nearby Airports To: Include Nearby Airports Leave: From: Include Nearby Airports To: Include Nearby Airports Leave: From: Include Nearby Airports To: Include Nearby Airports Leave: From: Include Nearby Airports To: Include Nearby Airports Leave: From: Include Nearby Airports To: Include Nearby Airports Leave: From: Include Nearby Airports To: Include Nearby Airports Leave: Add another flight Adults: 1 2 3 4 5 6 Cabin: Economy Business First Class More Airfare Predictions and Deals Gorgeous fall foliageReaders capture the change of the seasons. True to their schoolReaders show school spirit, send in campus photos Related stories What’s this? Troubleshooter: Hey, where's my ride? Most popular • Most viewed • Top rated • Most e-mailed Woman returns $97,000 found in restroom Best PC games of 2008 Workers who staged sit-in at Chicago plant win Nagging wife, sausage help man win lottery Frugal farmer leaves $2 million to tiny church Most viewed on msnbc.com Amnesia victim who shed light on brain dies Heart attack patients get ‘big chill’ treatment Thousands gather on Pearl Harbor anniversary Detective: Teen was chained in fireplace Roman ‘factory town’ for oil lamps found Most viewed on msnbc.com Woman returns $97,000 found in restroom Not just your kids: Dogs can think ‘no fair’ too Nagging wife, sausage help man win lottery Workers who staged sit-in at Chicago plant win Rioting rocks Greece for 4th night Most viewed on msnbc.com travel troubleshooter By Christopher Elliott Travel columnist Tribune Media Services updated 2:42 p.m. ET Dec. 9, 2008 Christopher Elliott Travel columnist • Profile • E-mail Q: I'm at the end of my rope. I recently booked a trip to Mexico online through Apple Vacations for my wife, daughter, son-in-law and myself. As always, I also bought an insurance package. My daughter and son-in-law couldn't make it because of a new employment situation, so for the first time ever, I had to make a claim on our insurance. We were told by Apple that there were no penalties and to expect a travel voucher, minus the payment for insurance, within 10 days. But that didn't happen. It turns out the insurance only covered a small portion of our trip. What's more, only one room had been booked for our group when I made the reservation online. An agent I spoke with suggested the error was caused by Apple's Web site. Story continues below ↓advertisement | your ad here Apple's position is that since we booked a room for four people, the remaining couple's rate would have to be adjusted to a double rate. It also based its refund on the prevailing double rate at the time of cancellation. The bottom line to me is that Apple has refunded only $544 instead of the $1,286 I believe I'm entitled to. I feel like the little guy being taken advantage of by a large corporation. At this point I am about to give up. Can you help?— Donald Dinsmore, Boothwyn, Pa. A: Apple Vacations or its insurance company should have refunded your daughter and son-in-law's share of the trip at the time of the purchase. I can't think of any reason to recalculate the rate and offer a refund based on a new price. But in reviewing your letter and Apple's response (I'll get to that in a second) I'm left with a laundry list of errors on both sides. Let's start with Apple. When you bought your Mexico vacation, you should have been able to book the two rooms you wanted. When an Apple representative promised a refund within 10 days, you should have received one. The insurance you purchased through your online agency should have covered you for the full amount of the trip, if that's what it promised. You, on the other hand, should have reviewed your reservation immediately after you made it. Then you would have known about the room problem immediately. You should have read your insurance policy carefully, which would have indicated only part of your trip was covered. Past Travel Troubleshooter columns Spirit is gone — and so is my money Double-billed and no refund in sight Two hours late, charged for an extra day Is my lost ticket a lost cause? 2 bills, 1 collection agency — zero options Uh-oh, my anniversary cruise is sunk A ski vacation that was all downhill Hey Priceline, I want my taxes back! Insurance is extra on this ‘hot’ Mexican car A married name, a singular headache How could you have prevented this? Asking yourself “is this a good time for a vacation?” might have prompted you, your daughter and your son-in-law to reconsider the Mexico trip. I wouldn't plan a getaway if I anticipated a job change in the near future. Most employers take a dim view of new hires that take a vacation right after starting a job. Second, and more important, you should have written more letters and made fewer phone calls. In fact, you really only needed to make one call to Apple Vacation — to get the e-mail address of the appropriate customer service contact. That way, when you need to escalate your complaint, you can do it with a few keystrokes instead of spending half an hour talking with a customer service representative who is unfamiliar with your case. You bought an insurance policy through your online travel agent at the time you booked your vacation package. I might have shopped around a little. The first insurance offered by a travel agent isn't necessarily the best one, and any travel professional who advises you not to kick the proverbial tires on a few policies doesn't have your best interests in mind. I contacted Apple Vacations on your behalf. The company says it was already working on your refund request before my inquiry. It refunded an additional $742. Without going into specifics, a company representative told me there were “a few technicalities” with your case. I'll say. Christopher Elliott is the ombudsman for National Geographic Traveler magazine and the host of “What You Get For The Money: Vacations” on the Fine Living Network. E-mail him at . Don't miss these Travel stories from msnbc.com 2009 will be year of the ‘naycation’ | DiscussForget your inhibitions: World's sexiest islandsCarriers cram to obey obesity ruling | DiscussHell on wheels: World's worst taxi ridesGood to go: Travel gifts for tight budgets © 2008 Christopher Elliott ... Distributed by Tribune Media Services, Inc. Discuss Story On Newsvine Rate Story:View popularLowHigh Email Instant Message Print MORE FROM TIPS Tips Section Front 9 reasons ’09 will be the year of the ‘naycation’ Funny math on a vacation refund The Obama effect: How travel will change Canadian carriers cram to obey obesity ruling Spirit is gone — and so is my money 9 ways to tell if your travel pro is crooked Global guide to tipping Must-pack items from real travelers Re-regulate the airlines? Heck, yes Strategies for booking hotels on a budget Tips Section Front Add Tips headlines to your news reader: Top msnbc.com stories Detroit casts cloud over factory jobs Feds: Ill. governor on 'crime spree' A cosmetic lift for your funeral? 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