On her way back from Sri Lanka, Caroline Martorano was detained in Abu Dhabi. She says she was detained for not being appropriately dressed, causing her to miss her connecting flight. But she places the blame for this detainment on American Airlines. Huh?
Carol Harvey says she canceled her Southwest Airlines ticket. Southwest says she was a no-show. Who’s right?
When Seble Mengiste reschedules a trip because of terrorism fears, she loses her reservation. Can we help her find it?
Although Joseph Sullivan cancels his reservation on Lufthansa within 24 hours of booking it, he hasn’t received a refund for his airfare. Can our advocates help him? Or does he have to say auf Wiedersehen to the cost of his ticket?
When Cary Hodous’ wife falls ill before a trip, she cancels her flight. United Airlines refuses to refund her nonrefundable tickets. Are they lost forever?
After Reena Roshgadol’s daughter gets injured, she has to change her flight schedule. But then she finds out the airline might cancel her return ticket. Can she fix that without spending a lot of money on change fees?
Gail Creath didn’t confirm her Aeroméxico ticket was booked for the correct date, and the flight left without her. Although the airline was willing to reinstate her ticket for a fee, she didn’t like that option — we don’t recommend what she did next.
Robert Rosofsky books and pays for a round-trip flight, with one leg on Delta Air Lines and the return on Virgin Atlantic. When he goes to select seats for his return flight, he finds he’s being charged an additional $76. Can he use our contacts to obtain a refund?
When Bob Fournier received an email from Spirit Airlines indicating that his flight had been rescheduled, he thought he had been bumped. From where he sat, he was facing the same circumstances as if he had been involuntarily denied boarding: Not only was he unable to fly home at the originally scheduled time, but he also would have to book a hotel room for a couple of extra nights, rent a car and miss a day of work.
When Julia Ingle books a four-day stay at a Days Inn in San Antonio through Hotwire.com, she isn’t expecting a broken box spring, bloodstained sheets and bedbugs. But that’s exactly what she gets. What she doesn’t get is a refund from Days Inn. Can our advocates help her get compensated for what she got?
Conflicts between companies and their customers are common, and consumers often act as their own advocates. We regularly advise consumers to start with a politely worded letter to the company, succinctly describing the problem and asking for a specific, reasonable resolution.
Charlie Williams and his wife were hit with some flight delays on their way to Hawaii. But then they did something that compounded their problems — something that cost them several thousand dollars. Now they want to know if we can help get their money back.
Nicholas Eckert says he “fully expected and understood” that he’d be charged a penalty for rebooking his Lufthansa flight. But the penalty was so high that he questions its reasonableness. Lufthansa, says Eckert, “really went above and beyond in its extraction of money from me.”
A month before their departure, Michael Altshuler and Eileen Zegar discovered they had been assigned a new itinerary, sailing to ports of call that were of no interest on a ship they did not choose.
Their entire vacation had just changed, and they were not even aware of it. Their question: How can Norwegian Cruise Line make these changes and then expect them to pay for it all?
You might be surprised.
No one likes to be wrong, especially when you write the best darned travel column in American journalism. So when a flight attendant flagged an inaccuracy in one of my recent stories, my heart skipped a beat.
Public pressure is irresistible. Companies care, and they take every post, every comment, every case very personally.
Don’t lose hope. Keep participating in this bold experiment in advocacy journalism.
Within 15 minutes of making his reservation, Artur Rzadkowolski noticed the dates of his request had been changed. When the error could not be resolved, he canceled his reservation, but only received a partial refund from Airbnb.
Thomas McCormick hates his new Reebok tennis shoes. And Reebok doesn’t seem to care. Should it?
When an Alitalia representative misspells Barbara Stuckey’s name, she’s sent on a wild goose chase to get it fixed. Does she have to buy a new ticket?
At this time of year, good tidings are up, but so is customer rage.
Don’t take my word for it. A new National Customer Rage Study found that 54 percent of shoppers had a problem with a purchased product or service. That’s up four points since 2013.
Dana Dee booked a roundtrip flight from New Zealand to Orlando, to visit her family for Christmas. Getting there won’t be a problem, but getting back again could be a trick.
Sally Bedell and her husband were looking forward to a great trip: a 12-day Cities of Light tour on Viking River Cruises — an itinerary that would have taken them from Paris to Prague, traveling along the Moselle, Rhine and Main Rivers.
Catherine McFadden wants to know if she’s stuck with her United Airlines itinerary. A few weeks ago, she booked the ticket from Sacramento, Calif., to Greensboro, N.C. Then the airline had second thoughts.
Marguerite McDaniel and her husband booked a river cruise with Vantage Deluxe World Travel this August, with a scheduled departure date in April 2016.
A trip from San Francisco to Buenos Aires, Argentina is no short hop. Liliana Elena Maculus-Levin found the flights she wanted on Travelocity, departing on Dec. 2, 2015 and returning Jan. 20, 2016.
I love it when a company beats me to it.
I’m honored to introduce our newest columnist, Andrew Der. His weekly feature is called “The Good News Guy” and it