Couple Worried About Zika Virus Gets Vacation Refund Thanks To CBS4
By Kathy Walsh
THORNTON, Colo. (CBS4) - A couple from Thornton canceled an upcoming vacation to a resort in Puerto Rico for fear of the Zika virus, but Alex and Michelle Esparza are celebrating anyway. That's because, with the help of CBS4, they are getting their money back even though the trip was non-refundable.
The Zika virus is now considered an international emergency. The Esparzas booked their family trip through Travelocity.com back in April. They didn't plan for Michelle to get pregnant or for Puerto Rico to be a problem spot for the rapidly spreading mosquito-borne illness.
"We decided not to go because of the Zika virus," said Michelle, who is now 15 weeks pregnant. She said her doctor advised her not to take the trip.
Cases of the Zika virus have been reported in South America, Mexico, the U.S. Virgin Islands and Puerto Rico. Now, travel warnings are in place for women who are pregnant or planning to get pregnant. The virus has been linked to the devastating birth defect microcephaly, a shrunken head and damaged brain.
"The life of our baby is definitely more important than the trip," Alex Esparza told CBS4 Health Specialist Kathy Walsh.
The Esparzas said they called and wrote to Travelocity requesting a refund or, at least, a credit. Alex says he was told, "Non-refundable and non-transferable."
"Guess we didn't read the fine print," said Michelle.
They were out $1,600, so Alex contacted CBS4. Walsh called Travelocity and while she was interviewing Alex in Thornton, he got an email promising a full refund once the Esparzas sent a doctor's note. The couple was thrilled. The lessons learned include "read the fine print" and "a little help, can't hurt."
Asked if a full refund will now be the policy in cases like this, Director of Marketing Communication at Travelocity, Keith Nowak, wrote in an email, "Since we are a travel agency rather than a supplier (i.e. hotel, airline, car rental company, etc.), this is very much a case-by-case issue as we are working within the specific policies of each individual supplier on this matter. Travelocity is assisting customers by facilitating communications with the suppliers and working through their specific policies on the issue."
Kathy Walsh is CBS4's Weekend Anchor and Health Specialist. She has been with CBS4 for more than 30 years. She is always open to story ideas. Follow Kathy on Twitter @WalshCBS4.
