Quebec household touring the world earlier than youngsters go blind – Montreal

Affected person on kidney donor record struggles to obtain journey refund from RBC and WestJet

In 2020, the Onishenko household booked a visit to Florida with plans of going to Disney World and visiting kin.

“It was going to be my final journey earlier than I needed to begin dialysis and every thing with my kidney illness,” mentioned Debbie Onishenko.

Sadly, their Florida journey needed to be cancelled when journey restrictions have been put in place resulting from COVID-19.

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Debbie has additionally been on the record for a kidney transplant for a few years. Being on donor lists requires Debbie to be inside six hours of Saskatoon.

“Since then, I’ve been making an attempt to name RBC and WestJet about making an attempt to get a refund due to what’s occurring with me proper now and my kidney illness. I can’t journey wherever. I can’t be distant as a result of if a kidney turns into out there, I’ve obtained to be there.”

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“I’m not taking the possibility of leaving wherever if I can probably get a kidney.”

Whereas making an attempt to safe her refund of over $1,200 and 80,000 Avion factors, Debbie was handed forwards and backwards between the 2 firms.

“So, WestJet simply stored saying it’s RBC’s drawback and RBC stored saying it’s WestJet’s drawback.”

WestJet provided the Onishenko’s a voucher for use by a selected date, which Debbie defined was ineffective resulting from her present medical state of affairs.

“That actually wouldn’t work for me. It could be higher if it have been a present certificates that lasted without end, however they wouldn’t try this.”

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WestJet instructed World Information, “Our Visitor Help staff was capable of look into the Onishenko’s file and sadly because it was booked by a 3rd social gathering. Resulting from contractual obligations we’re not permitted to help with refunds on third-party reserving. The tickets are capable of be exchanged for a brand new ticket of higher or equal worth till April 22, 2023, nonetheless, this course of will should be accomplished via the third-party vendour. Whereas the Onishenkos might want to guide journey previous to the expiry date, their journey may be booked following the expiration date.”

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Debbie mentioned that contacting the businesses for assist proved extraordinarily troublesome.

“I used to be on maintain for hours, actually hours ready for RBC. On occasion I’d attempt the callback button the place they are saying they’d name you again, however they didn’t. The identical with WestJet, simply making an attempt to get via was very troublesome.”

She has been making an attempt to get a refund from both firm for months.

“Lastly, we simply mentioned ‘that’s it’, we needed to attempt one thing completely different,” which introduced the Onishenkos to World Information.

After being reached out to by World Information, RBC acknowledged, “RBC takes all shopper issues critically and we assessment every case on a person bases. Whereas the shoppers on this case didn’t qualify for any reimbursement, we’ve got determined as a goodwill gesture to refund them in full. Now we have reached out to our shoppers and are in strategy of offering reimbursement.”

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Debbie was relieved to say that after help from World Information, RBC was very cooperative.

“They might reimburse us all of our factors in addition to the cash that we paid out.”

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Even after the entire bother, Debbie defined, “We love WestJet and we love RBC and we wish to fly and proceed to try this. Hopefully, if every thing goes nicely and I get a kidney, I’ll be more healthy once more, and be capable of journey and go locations.”

&copy 2022 World Information, a division of Corus Leisure Inc.

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