There is more confusion for pregnant women traveling south looking for refunds. Medical officials are recommending women postpone or alter their plans if they are going to areas affected by the Zika virus.

But that may mean forfeiting thousands of dollars. It seems whether you get a refund depends on who you get on the phone. Frustrated women, pregnant and worried say it's an added stress they don't need.

But late today, there was another resolution for another Ottawa family.

Jennifer Casciano Genio and her family are doing a stay-cation this week in their Barrhaven home. 

They should have been on a beach in Cancun, Mexico today but a bug carrying the Zika virus took the bite out their long-planned vacation.

“We had planned family vacation with my mother, father and the three of us to celebrate the upcoming baby and my mother's birthday.”

Jennifer is 4 and a half months pregnant.  They booked the trip before the concern over Zika exploded.  In mid-January, with her doctor recommending she cancel the trip, she started calling Sunwing to get a refund.

“He said we never issue a cash refund unless it's a catastrophic worldwide emergency,” says Casciano Genio, “which I tried to explain it was really going that way. But they didn't agree.”

Her story mirrors the experience of a couple in Niagara Falls. Stephanie LeMay, who is 6 months pregnant, and her husband Martin, who lived in Ottawa until recently, had planned a trip to the Bahamas.

Stephanie Lemay says "My husband and I decided it wasn't worth taking a risk.” But multiple attempts to get a refund through Sunwing were fruitless.

CTV featured them in the news last week. Sunwing issue a full refund that same day.

Now with the World Health Organization declaring Zika a world-wide emergency, Jennifer Casciano Genio was back on the phone today with Sunwing,  asking for their $4700 dollars back. She was put on hold, while a consultant spoke with someone from the “Zika team.”

“We’re not giving full refunds,” the representative told her on the phone.

Then CTV Ottawa contacted Sunwing and within half an hour, Jennifer's whole group had a refund.  The head of Marketing for Sunwing, Jacqueline Grossman, says there has been a policy change.

“Upon review of their individual circumstances and provided they have a medical note, Sunwing will allow customers to make changes to their travel plans for no additional fees or cancel their trip for a full refund,” her email read.

 Casciano Genio is grateful but frustrated it took the media's attention to make it happen.

“It's the right thing to do; it's the right thing to do.”

Sunwing has apologized and said that in order to ensure customers receive the most up to date and accurate information, they have now established a dedicated toll free hotline staffed with experts on the Zika Virus policy, who can be reached at 1-877-877-1755 Ext. 8444.  They are also keeping up to date information in the "Preparing for your Vacation" section of the travel FAQs, which can be found at http://www.sunwing.ca/customer-service/Customer-Service_FAQs.asp