American Airlines’ disappearing act: how a confirmed first-class seat vanished
When is a first-class ticket not a first-class ticket? When you’re Paul Nelson and you’re flying on American Airlines.
Advocacy
These tales are from our consumer advocacy files. If you’re a consumer with a problem with a company, you can contact us for help as well.
Her hotel canceled by “mistake,” but Booking.com billed her anyway. Now what?
Thulisile Hadebe thought she’d booked a thrilling getaway on Booking.com to a game lodge in South Africa, which promised an “amazing” experience in its chalets and opportunities to see giraffes, wildebeest and zebras.
Hyatt ignored these 80-year-olds’ pleas — then hit them with a $53,678 bill
Beverly and Larry Burmeier learned a painful lesson about the timeshare industry recently: Sometimes no doesn’t mean no. Sometimes it means, “Yes, I’ll sign whatever contract you put in front of me.”
Aer Lingus owes me $1,285 but claims my bank doesn’t exist
To say that Jerry Slaff’s trip from Washington to Prague didn’t go as planned would probably be an understatement.
I booked a hotel with American Airlines miles. Why do I have to pay this $165 resort fee?
Lai Leong thought she was helping her friend Zeng by using some of her American Airlines miles to book a hotel in Honolulu. She had no idea that Zeng would be on the hook for a surprise fee.
Chase made my $1,000 payment vanish into thin air — how do I get it back?
When Joanne Smikle made a $1,000 payment on her Chase credit card bill, she assumed the transaction had gone through. The money left her Tower Federal Credit Union account. Chase credited the payment. Everything looked normal.
My Enterprise rental car broke down! Do I deserve a refund?
When John Sand landed in Munich and picked up his rental car from Enterprise, he was ready for a fun-filled European road trip. Instead, he took an unexpected detour that left him without wheels for 36 hours and forced him to navigate a Kafkaesque customer service maze.
She paid $4,996 for a Broadway cruise — then she got this shocking phone call
Susan Kemen is a Broadway superfan, but the Broadway themed cruise she booked is apparently not a fan of hers. Just a day after she plunked down $4,996 to see her favorite performers on the Norwegian Gem, she received a disturbing phone call.
Marriott closed my hotel but kept my money — and offered gift cards instead
When Jason Hanna prepaid $525 for a weekend at the Four Points by Sheraton LAX, he expected to stay at the Four Points by Sheraton LAX.
Weather excuse doesn’t add up for this Booking.com customer
When WestJet canceled Brittany Muffet’s recent flight, she found herself caught in a blame game between the airline and Booking.com. But that wasn’t the weird part.