Not long after making the purchase I received a phone call a JetCombo customer service representative and was told that everything was fine and that this included my order for travel insurance which I purchased together with the flight tickets. Later when the paper flight tickets arrived for my youngest son Dominik, I thought JetCombo’s service might not be too bad.

Unfortunately, while on the airplane my son Dominik suffered a medical emergency with a fever that exceeded 105 degrees. Immediately upon landing Frankfurt medical personnel rushed him to medical care through airport ambulance. His fever then dropped enough for my wife and children to continue on to their destination in Czech Republic where Dominik was treated for sickness for a lengthy stay in a Czech hospital.

As soon as I learned of son’s sickness, I tried to file an insurance claim but was unable to do so because I had not yet received my insurance code. I tried repeatedly and in vain to contact JetCombo. After spending countless hours on hold and leaving numerous messages I finally got a call back from Carol at JetCombo in the first week of April, who stated that everything should be in order and would get back with me on the insurance code so I could process my insurance claim. Then days passed and I did not hear from anyone. I tried repeatedly to contact JetCombo and continued to spend innumerable hours on hold and left many messages. By May it seemed quite clear to me that JetCombo made a conscious decision to try to ignore me in hopes that I might go away.

Yet I persisted and eventually received a response during the last week of May and was told again that everything would be fine. I then later received an email from Carol stating that, “We have a policy, XXXXX, which needs to be updated with correct dates. This will be done tomorrow. “

I again tried sending emails, called on the phone, and left messages again to verify that the dates were corrected but this time I never got any response. I was left with no available option but to file my claim with AIG travel insurance since JetCombo’s refused to communicate with me. However, after contacting AIG travel I learned for some inexcusable reason that the insurance dates purchased with AIG Travel through JetCombo on my behalf were not the insurance dates for which I ordered. For this reason, AIG travel insurance denied the claim because AIG stated they were never contacted by JetCombo concerning my order until the last week of May and of course the medical problems occurred in March.

What I learned from AIG travel was completely contrary to what I was told by Carol at JetCombo. I have tried to resolve this issue through repeated attempts at communication and through my complaint filed through the Better Business Bureau. Yet, even the Better Business Bureau was unable to receive a response to my complaint. Therefore, the sad truth of the matter remains that JetCombo did not provide the insurance I ordered, refused to communicate truthfully or in good faith, and I was financially harmed as a result of JetCombo’s actions and lack of actions.