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Shankar S
Buyer Beware – My Experience with ASAP Tickets' Travel Care Service
ASAP Tickets的点评
点评：I purchased two tickets through ASAP Tickets for my Canada–India trip, spending a total of USD 3,691.58.
For my domestic Canada booking, I purchased Travel Care Service for USD 95.22, believing it would protect me in the event of a missed connection.
On my return journey, Etihad Airways flight EY21 from Abu Dhabi to Toronto was delayed by 14 hours and 36 minutes, causing me to miss my Air Canada flight from Toronto to Edmonton.
While I was still stranded in Abu Dhabi, ASAP Tickets asked me to purchase a replacement ticket. I paid an additional USD 353.92, which itself included another USD 100.92 Travel Care Service charge.
After returning to Canada, I requested reimbursement of the USD 353.92. ASAP Tickets declined my claim, stating that because my Toronto–Edmonton ticket was a "standalone domestic reservation," the Travel Care "Missed Connection" benefit did not apply.
As a customer, this explanation is difficult to understand. A non-stop domestic flight cannot have a missed connection on its own. The only missed connection that could occur was due to the delayed international flight—which is exactly what happened.
What is even more concerning is that I was charged for Travel Care twice—first USD 95.22 on the original booking and then another USD 100.92 as part of the rebooking—yet I was ultimately told that the coverage did not apply when I actually needed it.
I believe customers deserve:
• A clear explanation of exactly what Travel Care covers before they purchase it.
• Agents who verify whether Travel Care applies before asking stranded passengers to pay hundreds of dollars for replacement tickets.
I am sharing my documented experience so that other travelers can make informed decisions when purchasing Travel Care.
For my domestic Canada booking, I purchased Travel Care Service for USD 95.22, believing it would protect me in the event of a missed connection.
On my return journey, Etihad Airways flight EY21 from Abu Dhabi to Toronto was delayed by 14 hours and 36 minutes, causing me to miss my Air Canada flight from Toronto to Edmonton.
While I was still stranded in Abu Dhabi, ASAP Tickets asked me to purchase a replacement ticket. I paid an additional USD 353.92, which itself included another USD 100.92 Travel Care Service charge.
After returning to Canada, I requested reimbursement of the USD 353.92. ASAP Tickets declined my claim, stating that because my Toronto–Edmonton ticket was a "standalone domestic reservation," the Travel Care "Missed Connection" benefit did not apply.
As a customer, this explanation is difficult to understand. A non-stop domestic flight cannot have a missed connection on its own. The only missed connection that could occur was due to the delayed international flight—which is exactly what happened.
What is even more concerning is that I was charged for Travel Care twice—first USD 95.22 on the original booking and then another USD 100.92 as part of the rebooking—yet I was ultimately told that the coverage did not apply when I actually needed it.
I believe customers deserve:
• A clear explanation of exactly what Travel Care covers before they purchase it.
• Agents who verify whether Travel Care applies before asking stranded passengers to pay hundreds of dollars for replacement tickets.
I am sharing my documented experience so that other travelers can make informed decisions when purchasing Travel Care.
翻译：我通过ASAP Tickets购买了两张机票用于加拿大至印度的行程，总共花费了3,691.58美元。
在预订加拿大国内的航班时，我又花费95.22美元购买了“旅行保障服务”，原以为该服务能在航班衔接失误时为我提供保护。
然而在返程时，阿联酋航空从阿布扎比飞往多伦多的EY21航班延误了14小时36分钟，导致我错过了加拿大航空从多伦多飞往埃德蒙顿的航班。
就在我仍被困在阿布扎比之际，ASAP Tickets要求我购买一张替代机票。我额外支付了353.92美元，该金额中还包括100.92美元的旅行保障服务费。
回到加拿大后，我申请退还这353.92美元。但ASAP Tickets拒绝了我的请求，称由于我购买的多伦多至埃德蒙顿的机票属于“单独的国内预订”，因此旅行保障服务中的“错过转机”补偿条款并不适用。
作为顾客，我很难理解这样的解释。一趟直飞国内航班本身是不可能出现转机失败的情况的。唯一可能导致转机失败的原因就是国际航班延误——而事实也确实如此。
更令人担忧的是，我被收取了两次“旅行保障”费用：最初预订时支付了95.22美元，后来重新预订时又扣除了100.92美元。然而当我真正需要这项保障时，却被告知它并不适用。我认为消费者理应得到：
• 在购买之前，能够清楚了解“Travel Care”究竟提供哪些保障服务。
• 在要求陷入困境的乘客支付数百美元来购买替代机票之前，客服人员应先确认“Travel Care”是否适用于该情况。
我分享自己有据可查的亲身经历，就是希望其他旅客在购买“Travel Care”时能够做出明智的决定。
在预订加拿大国内的航班时，我又花费95.22美元购买了“旅行保障服务”，原以为该服务能在航班衔接失误时为我提供保护。
然而在返程时，阿联酋航空从阿布扎比飞往多伦多的EY21航班延误了14小时36分钟，导致我错过了加拿大航空从多伦多飞往埃德蒙顿的航班。
就在我仍被困在阿布扎比之际，ASAP Tickets要求我购买一张替代机票。我额外支付了353.92美元，该金额中还包括100.92美元的旅行保障服务费。
回到加拿大后，我申请退还这353.92美元。但ASAP Tickets拒绝了我的请求，称由于我购买的多伦多至埃德蒙顿的机票属于“单独的国内预订”，因此旅行保障服务中的“错过转机”补偿条款并不适用。
作为顾客，我很难理解这样的解释。一趟直飞国内航班本身是不可能出现转机失败的情况的。唯一可能导致转机失败的原因就是国际航班延误——而事实也确实如此。
更令人担忧的是，我被收取了两次“旅行保障”费用：最初预订时支付了95.22美元，后来重新预订时又扣除了100.92美元。然而当我真正需要这项保障时，却被告知它并不适用。我认为消费者理应得到：
• 在购买之前，能够清楚了解“Travel Care”究竟提供哪些保障服务。
• 在要求陷入困境的乘客支付数百美元来购买替代机票之前，客服人员应先确认“Travel Care”是否适用于该情况。
我分享自己有据可查的亲身经历，就是希望其他旅客在购买“Travel Care”时能够做出明智的决定。
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