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Call Kurtis: Honeymoon Hiccup After Booking Travel Online

Newlyweds from Galt have struggled to get their money back after problems with their honeymoon booked with Travelocity. When they couldn't get a refund, it was time to call Kurtis.

It started with Mexicana Airlines going belly up. They got a refund and rebooked the flights, but the problems continued once they got to Mexico.

"I was thinking 'this is crazy,'" says Baker Kanode.

Baker and Ramona Kanode were not happy when their ground transportation in Cabo San Lucas didn't show or when their honeymoon hotel said they didn't have their reservations.

"We get there and they have no record of anything," says Baker.

The couple married last October and booked the entire trip through Travelocity. It wasn't until they showed the hotel a confirmation printout that they were allowed to stay.

They also say Travelocity double-charged them for trip insurance.

But when they got back, they say Travelocity refused a refund for that or the ground transportation.

"Every time when I call, I would get somebody I can hardly understand, they're from another country," says Baker.

"Customer service tends to be an oxymoron, I know," says Peter Greenberg, CBS News travel editor, commenting on travel websites in general.

Greenberg says travel sites are often easy to use up until you have a problem, especially when they outsource customer service to people who may not know how to help you.

"When something goes wrong, who do you call? Ghostbusters? That's the problem," says Greenberg.

We contacted Travelocity. In an email, company spokesman Joel Frey responded:

"We have refunded an additional $178 to the customer for the insurance and airport transfers, bringing the total refund amount to $787.92. Our records indicate that the rest of the trip was completed and no further refunds are due. As a token of our goodwill, we will be sending the customer a $250 promo code that can be used for a future hotel or vacation package booking."

Despite the stress getting there, Baker and Ramona say it didn't ruin their honeymoon.

"He went fishing, I went shopping, swimming, dancing," says Ramona.

Now they're making plans for their refund.

"Go to Mexico again," says Baker.

Credit cards can offer protection but in most cases, only if you travel within 60 days of booking. If you pay for your trip more than two months in advance, your credit card legally doesn't have to go to bat for you.

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