PHOENIX (AZFamille) —Cindy Galowitch loves her parents, and knowing they are in their 90s, she wanted to do something nice for them. “They have been married for 72 years and we are so lucky,” Cindy told On Your Side.

So in December, Cindy purchased a seven-day Hawaiian cruise for over $11,000. It was for her parents, her adult son and herself.

However, three weeks after the purchase, Cindy’s mother began having health problems. “Well, that was mainly because his high blood pressure was irregular,” she said.

Cindy’s mother is 92 years old and was insecure about her abnormal blood pressure problem. As a result, Cindy canceled the cruise for all four family members and received approximately $6,061 from the cruise line.

She says the travel insurance company was supposed to return the remaining balance, but Cindy says her request was denied.

“They said, ‘Your mom didn’t go to the emergency room before you canceled,'” she said. Gary Harper of On Your Side asked: “And that was a requirement? Cindy replied, “I guess it’s in the fine print.”

So Cindy took her mother to her cardiologist, who agreed that flying and taking a cruise with her heart problem was not a good idea.

However, Cindy’s mother saw the doctor a few days after the cruise was canceled, meaning any remaining refunds would be denied per the company’s terms and conditions to see a doctor first. The decision was appealed and rejected three times.

That’s when Cindy sent an email for help from On Your Side. “And my phone rings and it says Gary Harper and I were like, ‘Oh my God.'”

I asked the travel insurance company to re-examine the matter, and they did. On Your Side is waiting for a response, but in the meantime, Cindy says word from her mother’s cardiologist should be enough to get the rest of her refund.

“I am a widow and I live on Social Security. (Reimbursement) wouldn’t mean much. I just feel like it’s not fair. We didn’t do anything wrong.

On Your Side expects to know the travel insurance company’s decision soon. I’ll let you know what happens in a follow-up report.

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