The accident happened months before a planned trip last summer, but ever since, their attempts to get the plane tickets refunded had been denied until they got 7 On Your Side to help.
It was the definition of a freak accident. The steps to the finished basement had been navigated thousands of times down to the man cave, but one misstep led to landing against the wall and two breaks in his neck.
It has been an emotionally and financially draining journey, but it was the journey to get back home which led them to 7 On Your Side for help.
Dolly Kumar said she heard the loud thud. She said he was conscious but said right away that he couldn't feel his hands and legs.
That day last June changed the Kumars' life forever. The head of the family, Dolly's husband of 40 years, was paralyzed from the neck down.
The man who loved to explore cities and travel is now a quadriplegic. Dolly hoped he would recover, but they had to cancel a planned trip to visit family in Guyana.
She contacted the airline, who asked for documentation of the accident.
"I provided all of that documentation from the doctor," she said.
But Caribbean Air would not refund the money. So, Dolly called 7 On Your Side.
"I've seen all your shows, where you help people, and I thought maybe if I reach out to you guys, you will probably be able to help me," Dolly said. "Because I've seen all the success stories you have in retrieving and helping all these people."
7 On Your Side got in touch with the airline and within days, got a statement that said: "Caribbean Airlines has confirmed that this matter has been concluded."
The carrier wrote Dolly an email stating, "We sincerely apologize for any inconvenience this may have caused you."
She got a full refund of $725. Her husband continues to rehab and she hopes one day they will get to take that trip after all.
"I was able to get my refund, an entire amount of money I got back for my husband's flight. And I would like to thank 7 On My Side, Nina. Oh, you guys are excellent. And I'm very appreciative. And I can't help but saying thanks so much to you guys," Dolly said.
There are certain tips that travelers should follow: get trip insurance -- it can give you peace of mind. For yourself, you are covered with illness, medical emergency, or evacuation. For your trip, it covers delays, disruptions, interruptions, or missed connections. For your items, it covers lost or damaged personal things.
After paying for your flight, your hotel and your bags, you may not want to spend another cent, but trip insurance can be worth it.
The cost is based on the total price of your trip, your age, and the average price tag will be about 7% the cost of your trip.
If you want to add on the ability to cancel for any reason, that's going to be an additional 4-10%.
Before you buy it, check your credit card. A perk of many cards is automatic travel insurance coverage when you charge your trip.
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