Carrie Finegan’s rental car has a dent on it, and the company wants her to pay for the repair. But did she do it, or was the dent on the car before she rented it? Why doesn’t the company seem to care?
The Travel Troubleshooter
Bayard Allmond is told his rental car won’t come with an extra driver fee for his wife, but when he gets his bill, he finds the surcharge, anyway. Is there any way to get his car rental company to make good on its promise?
Michael Burz books two tickets with CheapOair — tickets that it confirms repeatedly. Now the online agency says he has no tickets, and wants him to buy new ones. Is that his only option?
Jeri Kellerman’s visit to Washington does not go as planned. There’s a power outage at her hotel, and she spends the night in darkness and freezing cold. Now she’s only being offered 50 percent off her room. Is she owed more?
When Mary Dampier returns her rental car to Alamo, she believes it is undamaged. But the company begs to differ, and now it is threatening to refer the case to a collection agency. Is there any hope?
Anna Johnson is unhappy with her Hotwire hotel room. Her problem: The site isn’t consistent with its star ratings, and now she’s stuck with a room at a property she didn’t want. Is she entitled to a refund?
Ground transfers are supposedly included in Robert Brown’s Viking River Cruise. But he supposes wrong, and now he’s being asked to pay extra for them. Is that right?
Lenore Davies books one night at an Econo Lodge by phone. She’s charged for two. Now, neither her hotel nor her credit card will help her. Is she out of luck?
When Joseph Barclay cancels his flight to Paraguay, his online travel agency issues a voucher that can be used within a year. But now the company claims there is no voucher. Is the money lost?
David Willard is offered help with making a booking at a Disney Vacation Club — a promise Disney reneges on after his salesman goes on medical leave. Is there any way to get Mickey to keep his word?
When she books a rental car through Expedia in Tel Aviv, Israel, Marissa Barashi is led to believe her rate includes all mandatory charges. It doesn’t. She must buy insurance, too. Is Expedia responsible for the extra fee?
Priceline promises to refund Ian Dennis’ vacation package when he makes a typographical error. But then it reneges, leaving him with a big bill. How can he prove he was offered a refund if the conversation took place by phone?
Jeffrey Grim can’t make a connection in Brussels because of an error made by his online travel agency. In order to fix the problem, he racks up $378 in phone bills. Should the company cover his expenses?
Carri Schoeller is charged an extra $500 after she returns her rental car to Enterprise. The reason? There’s a small scratch on the bumper. Didn’t they say little scratches don’t count? Yeah, but talk is cheap.
After Ursula Maul’s husband passes away suddenly, she tries to get a refund for his nonrefundable ticket. But neither her online agency, nor her airline, will help her. Does she have any other options?
Elliott is consumer advocate 
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