The return of Alex’s cancer meant she had to cancel a $20,000 cruise: but now she can’t get her money back

• Adelaide couple Penn Houseman and Alex Cole booked a cruise to celebrate Cole’s post-cancer recovery.
• They booked a $20,000 cruise with Viking, but were devastatingly unable to travel as Cole’s cancer returned.
• The refund was denied as Viking has a 60-day notice policy for cancellations, and the couple was only able to inform Viking 55 days before their cruise.

Adelaide couple Penn Houseman and Alex Cole have been together almost 30 years, fighting together through Cole’s cancer diagnosis, treatment, and recovery.

When the couple finally looked to be on the other side of their difficulties, they spent around $20,000 on a Viking Cruise, which was set to take them through Indonesia, across the Aussie east coast, and more.

Penn told Choice: “All her scans had been clear for a while, and the doctor said now would be a good time to go on a trip if we wanted to. It was going to be a kind of big celebration of Alex getting through all the treatments and recovering.”

However, tragedy struck again when Cole’s cancer returned, and the medical advice told her that travelling would no longer be possible.

The couple asked Viking for a refund and were unfortunately denied, because the cruise line’s policy requires 60 days of cancellation notice, and the couple gave 55.

The couple also asked if the funds could be transferred into cruise credit for a future cruise, but this request was denied as well.

Penn said the couple was very upset with the situation.

“They didn’t care whatsoever about our situation. I understand they are a business, but if they were able to re-sell the room with 55 days’ notice, we should have at least gotten a partial refund.”

The company wrote to the couple in an email: “Although we do sincerely empathise with your current situation, our policy was advised previously and any further correspondence received in relation to this matter and the issues previously addressed will be noted, however, we advise that no further response will be issued to you.”

Were they insured?

The couple were insured, which would normally cover cancellations; however, because the cancer was a pre-existing condition, it was excluded from the policy.

Choice insurance expert Jodi Bird said that while the company has a right to enforce its policies, its fairness can be debated.

“Cruise ship companies do tend to be fairly strict on enforcing the terms and conditions. I think there could be a bit more latitude there from the cruise companies, especially given the demographics that they have got coming on board.

“Cruise passengers are often forced to book up to a year or more ahead of their journey, making the risk of medical complications higher.”

Penn has lodged complaints with the Australian Competition and Consumer Commission.

A different tragic reminder of why we need insurance

Glenn and Beverley Stein were on the trip of a lifetime, their first ever cruise and a rare chance at travel for a couple who had never had the opportunity to travel overseas.

Devastatingly, Mr Stein passed away after a medical emergency on his cruise led to him being airlifted to Bundaberg Hospital.

While the family was extremely grateful for the treatment that he received on and off shore, they were unfortunately unaware that Australian domestic cruises aren’t covered by Medicare, and the grieving Mrs Stein was left with a $8500 medical bill.

The family has very graciously said they understand the fees, but have opened a GoFundMe to assist with the costs.

The tragic tale serves as a reminder that travel insurance is necessary on all types of cruises, and is crucial cover not just for accidents or cancellations, but in the case of tragedy as well.