Complaints

This profile includes complaints for Aon Affinity Travel Practice's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Aon Affinity Travel Practice

  45 Executive Drive, Suite 100 Plainview, NY 11803

  
• 

  Aon Affinity Travel Practice

  Garden City, NY 11530-4869

  

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:04/28/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased insurance with *** for an Alaskan cruise that also included a land portion. Three separate airplane flights were cancelled over the course of 2 days - which prevented us from arriving to the hotel in ************, as part of the land portion of this Alaskan trip. This caused us to miss the first night of a hotel stay, and the first day of a land excursion. I have been trying for 6 months to resolve this claim with ***. I have had to send information multiple times, and have tried to explain this on 4 separate phone conversations. This claim is still not resolved.

  

  Business Response

  Date: 05/05/2025

  We have reviewed *** ****** inquiry, and we are happy to provide status on this matter.
  
  Our claims department has reviewed the claim and has contacted the customer regarding the finalization of the claim.
  
  The claim has been processed according to the terms of the plan purchased and therefore, the customers concerns have been addressed.
  
  We thank *** ***** for her patience during the claim process.  

  Customer Answer

  Date: 05/06/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  ** *** ***********************************

• Initial Complaint

  Date:04/18/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I filed a claim for medical expenses that I incurred on a cruise on a royal Caribbean ship. Instead of.telling what I need initially every time I send documentation, they ask for additional information.

  

  Business Response

  Date: 04/23/2025

  We have reviewed *********** inquiry and would like to provide the following status. 
  
  Our claims department has reviewed the claim and has contacted the customer regarding documentation required to finalize the claim.
  
  The claim has been processed according to the terms of the plan purchased until such information is received. 
  
  We thank *** ******* for his patience during the claim process. 

• Initial Complaint

  Date:04/16/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I submitted a claim with AON Affinity on 3/23/25. When I spoke to an agent in February of 2025 and informed him that my daughter was just diagnosed with stage 4 cancer and I needed to cancel our cruise he told me we would receive a full refund due to the diagnosis and the time allowance as the cruise departure was 4/25/25. In addition I would receive a full refund for the flight. To date I have not received a cent from *** after multiple calls. Today I was told they would only reimburse me for 1/2 of the cruise cost and $400 for the flight. I provided them with the same documentationI am providing to you.

  

  Business Response

  Date: 04/25/2025

  We have reviewed *** ****** inquiry, and we are happy to provide status on this matter.
  
  Our claims department has reviewed the claim and has contacted the customer regarding the finalization of the claim.
  
  The claim has been processed according to the terms of the plan purchased and therefore, the customers concerns have been addressed.
  
  We thank *** **** for her patience during the claim process.  

• Initial Complaint

  Date:04/11/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In March 2025. I canceled my cruise reservation due to hospitalization of childbirth and additional complications after birth. I was told by the *** representative that I was approved for a full refund minus the nonrefundable deposit. I was referred to *** to submit a travel claim for reimbursement upon doing so I was required to have my provider fill out my medical information which then became multiple documents of invasive request regarding my health and my health records. Upon completing all documentation that was required requested through Aon travel it was then determined that I would not be receiving, the rest of my refund. When I reached back out to Aon It was stated to me that they would not be able to process my refund. Now it has been over a month With multiple Touch points on my end and I have requested to speak with a supervisor they have yet to return my call. After speaking with another representative, I was then placed on multiple hold and unable to speak with an analyst to further explain the determination to cancel the refund. At this point, I I have been lied to, and I have been manipulated in order to provide them with personal identification information, knowing that this information is shared causes me a lot of concern. I do not appreciate how I have been treated during this process and I am still looking to receive my full reimbursements.

  

  Business Response

  Date: 04/21/2025

  We have reviewed ******* inquiry and would like to provide the following status of this matter. 
  
  Our claims department has reviewed the claim and has contacted the customer regarding the finalization of the claim.
  
  The claim has been processed according to the terms of the plan purchased until any additional information is submitted by *** **************** thank *** ***** for her patience during the claim process.  
  

• Initial Complaint

  Date:04/10/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had to cancel my cruise due to hospitalization and a diagnosis of auto amun hepatitis. I was emitted to the hospital Feb 20**. My cruise date was May 20**. I bought the insurance Feb 2024. I sent in all the proper paper work and was denied 2/3 days after we filed. The notification of denial was for a pre existing condition. A employee of *** entered the incorrect information.I called and the customer service and she saw the dates were incorrect ( their error) and she said she had to submit the paperwork to the appeals department (March 31, 20**).I called again today and was told we should receive a email in 15 days. Why should I be penalized due to their error. This totally wrong. This company is horrible. The insurance is for a substantial amount over ******** claim #*********** They had no problem processing my payment but they dont want to reimburse me for the insurance I paid for just incase something happened. ******* ****

  

  Business Response

  Date: 04/11/2025

  We have reviewed *** **** inquiry, and we are happy to provide status on this matter.
  
  Our claims department has reviewed the claim and has contacted the customer regarding the finalization of the claim.
  
  The claim has been processed according to the terms of the plan purchased and therefore, the customers concerns have been addressed.
  
  We thank *** **** for his patience during the claim process.  

• Initial Complaint

  Date:04/05/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On April 3, 2025, we received a refund denial letter from AON Affinity Travel Services for the the refund amount of $4285.80.I am filing this complaint against AON Affinity Travel Services for willfully and blatantly refusing to refund money that we paid for a trip to *****. Furthermore , they are are taking advantage of a now handicapped person (my wife ***** ****). please read the enclosed documents.Over the past year, my wife, *****, was diagnosed with Aphasia and PSP (Progressive Supranuclear Palsy). If you review these two diseases you will find that they are both progressive in nature and there is no cure for either one. ****** condition is rapidly deteriorating and can no longer travel. We booked our trip through Globus Travel and it was insured by ***. I have been in contact with both companies. Globus says they have nothing to do with refunds and that I need to contact ***. I sent *** a message requesting a refund of $4285.80 ($2142.90 each). I was asked by *** to complete a Attending Physicians Statement which we did. once the statement was completed by the doctor, we sent it to ***. *** immediately replied and said they will not refund any money. I find this in violation of their own refund policy ( see item 1 on the *** letter send on April 3, 2025. We have provided all requested documentation to *** with doctors statements saying she can no longer travel, yet they are still unwilling to refund any money. I find *** to be negligent, dishonest, and corrupt. Oh yes, and when I spoke with Globus Travel, they told me my efforts in dealing with *** would have negative results. Again, please review the enclosed documentation. Your assistance is greatly appreciated. *** and ***** ****

  

  Business Response

  Date: 04/11/2025

  We have reviewed *** ****** inquiry and would like to provide the follow status. 
  
  Our claims department has reviewed the claim and has contacted the customer regarding the finalization of the claim.
  
  The claim has been processed according to the terms of the plan purchased until additional information has been received.  
  
  We thank *** **** for his patience during the claim process.  

  Customer Answer

  Date: 04/18/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********* and have determined that my complaint has NOT been resolved because:

  AON requested the same information on several occasions. They requested  my wife’s  complete Doctors list and authorization to her medical records. They received this authorization on or around 4/1/25 along with three doctors names at the Cleveland Clinic. A new doctors list was sent on 4/9/25 along with another medical release authorization. We sent all of the AON requested information several times. I believe the information was sent to AON on three separate occasions. 

  I am confused why AON keeps requesting the same information. I am not sure if they are just trying to wear me down or they are just incompetent. 

  *** ****

  
  
  
  
   
  

  

  Business Response

  Date: 05/05/2025

  We have reviewed *** ****'s additional comments.

  Our claims department has again contacted *** **** and has provided him with the requested information as pertains to his inquiry.  

  As we have advised of the final outcome of this inquiry, please understand there is nothing further with which we can assist at this time. 

  
   

  Customer Answer

  Date: 05/06/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  AON , Safety for your customers should be your first concern.  When a over seas war was getting hot and heavy, I am not sure why anyone would want to travel over seas especially when having to go through foreign countries. This just shows how inconsiderate and corrupt AON is. Everyone knows that just because a war is going on between two countries, this does not mean other countries will not get involved. Your reasoning for denying a refund for safety reasons is selfish and foolish. Just another reason to rob people of their money. 
  
  
  I still fail to understand why AON requested the same information regarding doctors and my wife’s medical records various times. We were made to jump through hoops to get their required information. In fact, AON had the authorization they kept requesting ever since we completed their Physician Contact Information form. This just tells me that AON is either not efficient in record keeping or they just try to wear people down so they will go away. 
  
  
    AON asked for letters from doctors, doctors lists, access to private medical records, while knowing that our first reason for cancelling  was safety and that we had travel certificates to rebook our trip at a later date. Again, I believe that AON is a company out to take advantage of people that for medical reasons are no longer able to travel. According to the BBB, AON Affinity Travel has 1572 complaints filed against them in the past 3 years.  Of the few that read, they we all related to customers not able to get a refund from AON. To me that is a very negative statement about AON.
  
  
  I did not read anywhere that certificates or travel extensions are exempt from getting a refund nor was it ever discussed. AON keeps contacting me directly instead of going through the BBB stating that travel extensions using Globus Travel certificates are not covered. 
  
  
  After cancelling the trip with Globus Travel, we were issued two Travel certificates in the amount of $2142.90 which extended our right to make a future reservation for 24 months.  With that said, the trip was canceled but not terminated which kept our account open and provided us the right to re-book our trip. 
  As stated in previous documentation my wife, *****, is no longer able to travel as she was diagnosed with Aphasia and PSP.  After jumping through hoops to supply AON with all medical records requested ( letter from Doctors, doctors lists, access to all private medical records) which we had to send multiple times , AON just went back to their original statement that we did not have a valid reason to cancel. 
  
  With having an open account to rebook our travel, ****** medical records provide medical evidence of her inability to make such a trip. We are requesting a full refund in the amount of $4285.80. Therefore, we are rejecting AON Affinity Travel’s reasoning and denial for refund.
  
  We are requesting the BBB to take action to Mitigate or Arbitrate this case.
  
  

  *** ****
  
  
  
   
  

• Initial Complaint

  Date:04/04/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Had purchased a cruise in May 2024. The cruise with Princess was to take place March ******. Had also taken out insurance through Princess with AON Infinity Insurance. In January 2025 our primary doctor had stated that I would not be able to travel at this time because of health issues. A number of letters from the doctor and health procedures were sent to the insurance and every time the insurance comes up with issues that they still need. I have called and sent emails to Princess Cruises and AON insurance over 30 times in the past 3 months starting in January 2025 through April 2025. The contract with the insurance company states they are liable to pay the cancellation fee. They have still not done that. I dont know what else to do to get our rightful money.

  

  Business Response

  Date: 04/08/2025

  We have reviewed *** ********* inquiry, and we are happy to provide status on this matter.
  
  Our claims department has reviewed the claim and has contacted the customer regarding the finalization of the claim.
  
  The claim has been processed according to the terms of the plan purchased and therefore, the customers concerns have been addressed.
  
  We thank *** ******* for her patience during the claim process.  

• Initial Complaint

  Date:04/01/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We had a cruise scheduled with Princess for March 15. We found out in January. My husband had to have surgery on March 11 so canceled our cruise on January 15 and received our half our money from Princess. Weve filed claims we had the doctor fill out a physician statement. *** keeps saying that they need more information Ive offered to send them a picture of the surgery on his back weve gave them all the information theyve asked for all his doctors. They said this physician statement would be what they needed but we gave them that and they still are not happy. We never hear from them. We have to constantly reach out to them to get a status of our claim, I wont give up though they owe me money. This is a ridiculous company. Buyer beware. This company is not your only option.

  

  Business Response

  Date: 04/15/2025

  We have reviewed *** *********** inquiry and would like to provide the following status. 
  
  Our claims department has reviewed the claim and has contacted the customer regarding documentation required to finalize the claim.

  The claim has been processed according to the terms of the plan purchased until such information is received. 
  
  We thank *** ********* for her patience during the claim process.  

  Customer Answer

  Date: 04/15/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  we have supplied Aon with all the forms they have asked for from us. Now theyre asking the doctor for another form which they wont disclose to us and they just keep mailing the doctor this form which probably sits on an desk somewhere and will probably never be seen by the doctor.  It really just gives Aon an excuse not to pay if they are not going to pay I think they need to refund the money we paid for this worthless insurance.  

  ***** *********

  
  
  
  
   
  

  

  Business Response

  Date: 04/28/2025

  We have reviewed *** *********** additional inquiry. 
  
  Our claims department has contacted the customer regarding this additional inquiry and we have provided him with the requested update including his final claim determination
  
  We thank *** ********* for his patience during the claim process. 

  Customer Answer

  Date: 04/29/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  ***** *********
  
  
  
   
  
  

• Initial Complaint

  Date:04/01/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Per the policy guidelines if a customer has a medical condition/issue/reason that prevents them from traveling then he/she are entitled to a full refund with supporting documentation from a physician. I was not able to travel per my doctor for several days for medical reasons! I provided all requested information to AON Travel Insurance. I made contact with the company because they failed to communicate with me. It has been longer than 15 days and my refund has not arrived.

  

  Business Response

  Date: 04/08/2025

  We have reviewed *** ******** inquiry, and we are happy to provide status on this matter.
  
  Our claims department has reviewed the claim and has contacted the customer regarding the finalization of the claim.
  
  The claim has been processed according to the terms of the plan purchased and therefore, the customers concerns have been addressed.
  
  We thank *** ******* for her patience during the claim process.  

• Initial Complaint

  Date:03/26/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased trip cancellation insurance. I filled a claim in January. For a cruise departure 2/15 *********** has fraudulently denied receipt of requested information in spite of sending confirmation of receipt hi

  

  Business Response

  Date: 04/09/2025

  We have reviewed *** ************* inquiry and would like to provide the following status on this matter. 
  
  Our claims department has reviewed the claim and has contacted the customer regarding the finalization of the claim.
  
  The claim has been processed according to the terms of the plan purchased.
  
  We thank *** *********** for his patience during the claim process.