Reviews, Sales, and Service Ratings for
Tin Leg

Trip interrupted when return flight cancelled due to weather at DFW. Attempted to contact Tin Leg customer service via chat and phone. Waited on hold for "customer service" for over 50 minutes and then was disconnected by your system. Tried again with similar result and was never connected to a representative. Requested a call-back (or any communication) and received nothing. Without any support or guidance from Tin Leg, I dealt with the situation as effectively as possible.

Original airline was offering rebooked return flight on Tuesday 1/14/25, original flight was 1/10/25, flight was cancelled on 1/8 by airline.

Unable to miss two days of work for me and two days of classes for my daughter, I booked a flight on Air New Zealand into Houston (DFW was not an option) and drove home in a rental car. We returned home by Saturday night (1/11/25).

This interruption caused us to incur additional flight expense for Air NZ, one extra night hotel in Auckland and rental car expense from IAH (Houston) to DFW (Dallas-Fort Worth). I will be submitting receipts this week for reimbursement.

Thank you. Jim

Thank you for bringing this technical issue to our attention. We have identified a bug that was impacting customers who called after hours, and we are working hard to resolve it.
We sincerely apologize for the inconvenience this caused you and your daughter during your trip. We understand how frustrating it is to experience a flight cancellation and then be unable to reach our customer support team.
We have made our claims team aware of your situation and they will be on the lookout for your claim. We hope to get it resolved as soon as possible.
In the meantime, please let us know if you have any questions or concerns.

Easy to sign up and pay

I appreciated how quickly customer service picked up the phone. I did not love that when I had a technical question about my coverage during the travel delay that caused my claim, and even though I called the right number for it, the person who answered was only available to help with emergency situations and medical issues. Definitely more important, just misleading. I didn’t love having to wait to call during business hours and delay my decision making about how to proceed with handling my situation.

Thank you for your review and feedback. We appreciate you taking the time to share your experience with us. We're glad to hear that you were pleased with our prompt customer service. However, we apologize for the inconvenience you experienced when trying to resolve your coverage questions during your travel delay. We understand it must have been frustrating to be unable to get the information you needed right away.

We would like to clarify that our customer service line is open 7 days a week from 8am-10pm ET to assist with all inquiries, including coverage questions.

If you find yourself needing assistance outside of our phone support hours, we encourage you to email us at questions@squaremouth.com. We strive to respond to all emails promptly.

The trip was wonderful! No incidents to report!
The ordering process went smoothly!
Thank you!

Claim was submitted in August 2024. Claim complete in January 2025.

Claim number: 29110-01

The following requests were submitted:
• Updated flight itinerary to Curacao - Original vacation itinerary.
• Credit card or bank statement showing payment of the trip cost - This is needed to confirm the amount paid for the trip.
• Proof of no refunds or credits and value of missed hotel night - This is needed to confirm that no refunds were provided and the value of the portion of your trip which was missed. This can be obtained by contacting American Vacations directly.

Tin Leg was well aware that we missed 1 day of the hotel stay due to AA canceling the original flight due to mechanical issues.

We receive the following reply from AA Vacations.

Thank you for contacting us to request a price breakdown for your American Airlines Vacations Package booking number 23526508.

Our policy allows us to send the original itinerary, however, fares and rates associated with each component of Vacations Packages are calculated at negotiated rates in association with the package price. In accordance with American Airlines policy, package breakdown details are not available.

Tin Leg replied with the following.

We are unable to provide coverage based on an estimate as it was booked as a package with special rating.

We would not be able to accurately determine what is appropriate as rates for arrangements such as hotel and flights can fluctuate based on many factors such as the time of year, when it was booked, and the length of the trip.

I understand that you are unhappy with this decision, however you have the option to appeal the claim once it has been complete.

We replied with the following.

Based on the feed back from America Airlines and the hotel, can't you guys just provide an good-faith estimate of what 1 nights stay could be? Is that something that a manager could approve?

At this point we are very unhappy with the time it took to complete the claim and the why some kind of compensation be provided since Tin Leg know we missed 1 day of our vacation stay. We were under the impression that is what travel insurance is for.

Thank you for sharing your feedback regarding your recent claim experience. We understand your frustration with the time it took to resolve your claim and the outcome.
We want to assure you that we made every effort to fairly evaluate your claim and provide coverage for your missed hotel night. As your policy requires supporting documentation for all claims, our claims examiner diligently pursued all available avenues to obtain an accurate breakdown of the costs associated with your trip. Unfortunately, despite multiple attempts to obtain this information from both American Airlines Vacations and the hotel, we were unable to get an itemized breakdown.
We understand that estimating the cost of one night's stay may seem like a reasonable solution, but we cannot pay claims based on estimates.
We regret that this situation has caused you inconvenience and hope this explanation clarifies. Your claim adjuster is available to assist with any questions.

I’m a big fan of SQUAREMOUTH.com.
They offer a wide range of travel insurance options with very knowledgeable people attending the calls

Price great