Problem Solver: Free Trip

When a newly engaged Upstate couple won a free cruise to the Caribbean they were thrilled to have one less expense for their wedding budget. But it turns out they've had big challenges trying to cash in their prize. Dianne Derby digs into the details and let's you know what to look out for in this 7 On Your Side Problem Solver.

It's the trip every newly engaged couple looks forward to...the honeymoon. But this blissful trip has become more of a nightmare for Stephanie Stafford and Jay Horton. They won a so-called "free" cruise at a bridal show in January. The catch...

"You have to send a $50 processing fee right off the bat," said Horton.

The couple says they only got one e-mail from Odenza, the travel company, asking them when and where they'd like to depart from. That was the last contact they had.

"They just kind of fell off the face of the earth and we didn't hear back from them anymore after that," said Stafford.

Their dream of a free cruise was fading fast...

"Until we got the idea to e-mail 7 On Your Side and the next day the company called us," said Stafford.

In an e-mail to us Odenza Travel Consultant Tara Mahoney said their company had only received one e-mail from the couple and it was blank. But Horton showed us two e-mails he sent to prove he had tried to contact them more than once.

"I really thought that they were feeding me a line," said Horton. "It just seemed like they were just covering themselves."

Mahoney called the problem a "miscommunication". When I sent her an e-mail asking her to comment on camera she replied saying, "At the current time we feel there is no story to discuss."

Well we do. Especially since the couple says this free cruise is now costing them more than $300 because there's no availability on the dates they wanted.

"For something free that's a lot of money," said Stafford.

The FTC warns people of what they call "trip traps. The advise consumers to do the following:
-Be wary of great deals since few businesses can afford to just give something away.
-Ask detailed questions about what is covered. Hang up if the salesperson can't give you specifics.
-Be careful of sending a check or money order. With credit cards at least you can dispute fraudulent charges under the Fair Credit Billing Act.

It's advice couples like Stephanie and Jay can't afford to ignore.

"Everybody says there's nothing in life's free so this is an example," said Horton.

If you have a travel-related dispute contact the American Society of Travel Agents at 1-800-ASK-ASTA (1-800-275-2782) or click here.