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CANCELLATION FEE

Airline declines credit card, then hires collection agency to extract $510 “cancellation” fee

September 1, 2010

Kalevi Ruuska contacted me with an urgent problem recently. One of his friends was being asked to pay an odd cancellation fee by Air Berlin, and would not take “no” for an answer. The airline had hired a collection agency to pursue its claim.

33 comments

In strange Inauguration Day spat, hotel takes a hard line while customer care caves

January 30, 2009

Here’s a strange case involving the presidential inauguration, a Courtyard by Marriott property in Washington, and Marriott’s customer care department.

28 comments