Not your fault - not their problem

Because of the very low, low prices of airfares, I have been a walking promotional board telling people fly now!

Who would ever have imagined that prices would go back to the same levels as they were in the late 80s? Even people who frequently fly to the US are trumpeting marked down prices to the States.

All of this is a result of the so-called “world financial crisis” where the operative term is no longer “profits” but “Survival”. Some are even operating at a “loss” by plowing back some stored profits or converting other assets into operating capital in the hopes of making it through the crisis and be the “last man standing”.  

But like any “pipe dream” it was all too good to last.

Out of nowhere the world is hit by the erroneously mislabeled “Swine flu”. Although I took all the health warnings seriously, it never really hits home unless you see the consequences of H1N1.

Just watching “ill” or “feverish” passengers being whisked off in ambulances right at the airport makes you see the picture, in a way you can commiserate with them knowing they will be spending the next seven days in a government facility.

Then you remember the 250 to 350 other fellow passengers who literally shared the same air space for the last four to 14 hours. The doctors tell us that you need to have direct exposure to the “contaminated” or “infected” patient by way of direct spray of droplets caused by sneezing or coughing.

For people who are about to fly, you can only imagine the paranoia that goes through the mind. Should we wear a mask? But if we wear a mask they might think we’re contaminated or contagious. Ok, so a mask helps but what about the hands? Use alcohol they say. But didn’t they say that liquids and gel substances are banned on board airlines? Wear gloves. Nuts!

All that of course, pales in comparison to being a “scheduled passenger” holding a no ifs or buts ticket, who suddenly becomes sick a week before departure. Day 1 it’s something bad you ate. Day 2 you now hold the record for most number of sprints to a toilet. Day 3 you’re still running to the toilet but now you’re also running a fever, which causes elevated blood pressure and angina because you might not make it to the plane or you may be sent to a government facility.

Then you discover where airlines make a profit on their cheap as dirt tickets. If you miss the flight = profit. If you bring too much luggage = profit. If you’re whisked away to a government facility = profit. Not your fault = Not their problem!

Fortunately after a drug overdose that’s short of concretizing your intestine and converting your blood chemistry into 50% antibiotics, you somehow kill off all the good and bad bacteria in your belly. It’s collateral damage for killing the enemy and the assurance that you can board the plane to your vacation. That’s my story.

Unfortunately not all stories have a happy ending. I recently listened to the story of a family that traveled to Lisbon, Portugal. Because the father has had a medical history, his daughter opted to buy travel insurance from a local affiliate of an internationally recognized MEDEVAC company known for their air ambulance service. During the presentation, the company representative promised free hospitalization, doctors, ambulance even repatriation, if necessary, they’ll fly you in an ambulance jet or commercial flight.

They signed on the dotted line and paid the bill, which was about $150 per person minimum and flew off to Lisbon. Unfortunately the stress of the flight affected the father who then required doctors, ambulance etc. The father survived the episode. In the middle of all of this, the local affiliate was passing the daughter around when she need assistance. It was so bad she spent a small fortune on “hold” waiting for someone to help her via cell phone.

Once the father was fit to travel, they all flew back on their personal expense just to spare the company the added cost of paying for the repatriation.

Well guess what? The local affiliate decided not to pay a single cent of the claim because of the clause “Pre-existing condition”. The family never denied or covered up the pre-existing condition because the agent or representative of the local affiliate never briefed, asked or inquired the travelers about any “pre-existing conditions”. The agent was only trained to sell and collect payment for the insurance policy. They are not trained to properly and conscientiously inform clients to read the “fine print”.

Unfortunately for the mother company and their local affiliate, the clients are not the type to take such deceit or gross negligence resulting in financial ruin sitting down. They have started telling their story to their MANY friends in the PR industry, their friends in MEDIA and have started sending out messages about the “fine print” double cross. You can bet that the company will soon be sending out a distress signal!

Calling on the SEC — Insurance Commission — DTI — and Congress

The fine print scam may all fall on the caveat “Buyer beware” but even in the land of free enterprise, capitalism and profit they have imposed a requirement that any person placed on the front lines of sales must be qualified, trained and understood his or her responsibility to inform buyers and clients concerning risks, hazards or action that may affect the consumer, the product or future obligations such as warranty or pre-existing conditions.

This must be put into law in order to elevate the knowledge and competence of sales people as well as protecting the rights of consumers who have been abused repeatedly. If it’s the law then your agencies are not doing the job!