[
    {
        "role": "user",
        "content": "I%20have%20a%20holiday%20booked%20with%20a%20travel%20agent%20cassidy%20travel%20in%20dublin%20I%20have%20the%20aerlingus%20ref%20and%20the%20appartment%20is%20booked%20my%20wife%20has%20a%20fall%20and%20is%20on%20crutches%20I%20have%20insurance%20how%20soon%20should%20I%20look%20for%20my%20refund%20and%20where%20do%20I%20start%20with%20the%20travel%20agent%20or%20with%20who"
    },
    {
        "role": "assistant",
        "content": "I\u2019m sorry to hear about your situation. Yes \u2014 you could be entitled to a refund or compensation. Here\u2019s how to approach this, who to contact, and how soon you should start.\n\n---\n\n## What your rights are in Ireland\n\n1. **Package holidays or travel booked via an agent or tour operator**  \n   If your booking is considered a *package holiday* (flight + accommodation sold together or various travel components in one booking), then under Irish law, you have rights around cancellation. The **Package Holidays Act** and associated regulations mean:\n\n   - You may have to pay a cancellation fee depending on how close to departure you cancel. Some or all of the cost might be forfeited. ([thecai.ie](https://thecai.ie/your-rights/your-rights/package-holidays/?utm_source=openai))  \n   - If the tour operator becomes insolvent, there are protections (bonding schemes) so you are refunded. ([iaa.ie](https://www.iaa.ie/docs/default-source/car-documents/image/2008-09-11_cp5_ttreview_revision.pdf?Status=Master&sfvrsn=d7d314f3_0&utm_source=openai))\n\n2. **Aer Lingus tickets**  \n   - Whether the flight portion can be refunded depends on the type of fare, airline policies, and whether the ticket is \u201cused\u201d or \u201cunused.\u201d Some tickets are non-refundable; others allow changes with a penalty.  \n   - If cancelling due to medical reasons (e.g. your wife on crutches), you likely need a *medical certificate* to support your case. Aer Lingus may offer a full refund or ticket credit in these scenarios, depending on terms. ([flying-rules.com](https://www.flying-rules.com/cancellation-policy/aer-lingus-cancellation-policy/?utm_source=openai))  \n\n3. **Travel insurance**  \n   - If you have cancellation cover in your insurance policy, this might help recover costs when you (or someone in your party) can't travel due to injury.  \n   - You\u2019ll usually need evidence: medical certificate, invoices from the travel agent/airline/hotel showing amounts paid and what has been refunded (if anything). ([justcover.ie](https://www.justcover.ie/claims?utm_source=openai))\n\n---\n\n## What to do first & how quickly\n\n| Step | What to do | Why & how fast |\n|---|---|---|\n| **Step 1: Review your documents now** | Check your travel agent\u2019s terms, your airline ticket terms, and your insurance policy wording. Look for cancellation clauses due to medical reasons, non-refundable portions, and how much refundable. | Do this immediately\u2014every day counts in terms of cancellation costs and deadlines. |\n| **Step 2: Get a medical certificate** | Ask your wife\u2019s GP to provide a clear medical certificate stating why she\u2019s not fit to travel and for how long. This is critical for both airline and insurance claims. | As soon as possible, ideally the same day or within a few days after the injury. |\n| **Step 3: Contact your travel agent** | Inform them in writing (email is fine) about the injury, send the medical certificate, quote your aerlingus reference, booking reference, and ask what refund or adjustment is possible. | Do this immediately. Agents often have internal deadlines for cancellations. |\n| **Step 4: Contact the airline** | Use the Aer Lingus \u201cManage My Booking\u201d tool or contact customer service. Explain the situation with the medical certificate and ask if they can refund or rebook. Some fares allow changes for medical reasons. | Quickly \u2014 if the flight approaches, flexibility decreases. |\n| **Step 5: File an insurance claim** | Submit all required documentation (booking invoices, cancellation invoice or proof of amounts paid, medical certificate) to your insurer. Include any correspondence with travel agent and airline about refunds. | Usually insurance policies require claims be submitted soon after cancellation. Many require notification within a certain number of days from when you are aware of needing to cancel. ([justcover.ie](https://www.justcover.ie/claims?utm_source=openai)) |\n\n---\n\n## Who you start with\n\n- **Start with the travel agent**, because they hold most of the booking and payment info. They set the cancellation costs for accommodation/flights they've booked.\n- **Also contact the airline**, especially for the flight portion, because even a booking via agent includes airline terms.\n- **Insurance** comes next, once you have clear statements from agent & airline about what has been (or will be) refunded.\n\n---\n\n## Timeframe\n\n- As soon as your wife is unable to travel, act. Don\u2019t wait until departure day.\n- Some airlines or agents may charge cancellation fees increasing with proximity to departure.\n- Insurance policies often have deadlines (often within 30-60 days after cancellation) to submit claims. ([justcover.ie](https://www.justcover.ie/claims?utm_source=openai))\n\n---\n\nIf you want, I can help you figure out exactly what your agent (Cassidy Travel) and your specific insurance policy might allow, based on your booking reference or policy details. Do you want me to check those with you?"
    }
]