Update: March 21, 2017
Someone finally got back to us and the problem was resolved.
Thank you Air Canada Vacation - Montreal Office
We are in a bind and need your assistance. We booked an all inclusive flight package to Cuba - Naviti Beach Resort, Varadero Cuba for march 19-26. We booked this flight on January 31/17 and air Canada issued the flight itinerary to us on February 17/17. Unfortunately, I was hospitalized on Feb. 9-26 of last month due to a heart condition. It is in the best interest for me, my family, and my doctor that I do not leave the country as I am undergoing more testing. So we decided to cancel the flight. We did purchase flight insurance with RBC and tried to explain to them of my medical emergency. They refused to help and instead just refunded our money that we paid for to obtain travel insurance through them. We also called air Canada and air Canada vacation and explained our situation. They said that our only option at this point is to sell our tickets to a third party whereby we would have to pay a $450 fee to do a name change on the tickets. They also specified that they can only allow one name change on the ticket. Which is ridiculous because this is a package for 2.
This is our savings to have a vacation and now everything will go to waste. When we booked this flight everyone is willing to help us and now that I have a medical heart condition it seems like everyone is giving us 'the run around'.
We know that we cannot do a 100% refund. All we are asking from Air Canada Vacations is to hold our trip or maybe we could use the credit to fly within Canada at a later date. All they could say was that they can't do anything and cannot do any changes within 21 days prior to the flight.
This is a heart medical condition. The diagnosis that the cardiologist from Toronto General Hospital said is Brugada Type 1.
Can someone please help us.
Update: March 21, 2017
Someone finally got back to us and the problem was resolved.
Thank you Air Canada Vacation - Montreal Office