airline problems

The Elliott Advocacy team mediates hundreds of cases between passengers and airlines every year. These are the tales of those troubled consumers who contact us with their airline problems.

Everything you need to know about EC 261 and European air travel rights

By Christopher Elliott |

If you’re flying on a European airline, you have more rights than you may think. The reason? EC 261 (also referred to as the EU 261), the European consumer regulation, gives broad protection for passengers — far broader than anything offered by U.S. airlines.

But it’s not a perfect regulation and it doesn’t apply to every flight. What’s more, the rule has been strained by the COVID-19 pandemic, and the effects on EC 261 could last a generation. Bottom line: You need to study EC 261 carefully before invoking it. But it’s worth knowing. Read more “Everything you need to know about EC 261 and European air travel rights”

Did my refundable ticket become nonrefundable because of the pandemic?

By Jennifer Finger |

Adam Chang purchased a “refundable” ticket through Expedia. He has a confirmation and an email from Expedia to prove it. Yet now that he’s canceled his reservation, all he can expect to receive for the ticket is a credit for future travel. He requested a cash refund, but his request didn’t get off the ground. He’s baffled and angry. Read more “Did my refundable ticket become nonrefundable because of the pandemic?”

If American Airlines gave you a flight credit, this is what you need to know

By Michelle Couch-Friedman |

Last February, Susan Dunlap was excitedly planning an adventure to Hawaii. Unfortunately, soon after she made the reservation, the coronavirus made it clear the trip was ill-advised. Despite her hopes for a full refund, American Airlines quickly issued a hefty $2,635 future flight credit.

Now, Dunlap is afraid that the pandemic will make it impossible to ever use that flight credit from American Airlines. So she’s asking the Elliott Advocacy team to mediate a cash refund instead.

But can we? Read more “If American Airlines gave you a flight credit, this is what you need to know”

No, you can’t fly internationally with just a library card!

By Michelle Couch-Friedman |

Elgy Gillespie was on her way to the airport when she lost her passport. No problem, she thought. Having recently read an article that suggested she could fly with just a library card, she was confident that she could talk her way onboard her international flight. But when a Norwegian Air Shuttle agent unequivocally denied her boarding without a passport, she was stunned by his lack of understanding.

Now she wants the Elliott Advocacy team to intervene. Can we?

Read more “No, you can’t fly internationally with just a library card!”

United Airlines put me on another airline! Can I refuse?

By Michelle Couch-Friedman |

In late May, Maria Gatchalian was still hoping to vacation in Greece in July with her family. But United Airlines had already canceled their nonstop and put them on a connecting flight on another airline — without notice. After Gatchalian accidentally discovered the surprising news, things went from bad to worse. When she tried to cancel the trip, United Airlines told her she would need to make any changes through Lufthansa.

With nearly $5,000 at stake, Gatchalian wants to know if United Airlines can really arbitrarily put her family on another airline and then refuse to assist further.  Read more “United Airlines put me on another airline! Can I refuse?”

What happens if you refuse to wear a mask on the flight? This…

By Michelle Couch-Friedman |

You can probably guess what would happen if you refuse to wear a face mask on your next flight. But Arden Dmitrenko seems to have been surprised by United Airlines’ reaction to his mask rebellion during his flight last week. Read more “What happens if you refuse to wear a mask on the flight? This…”

If a European airline owes you a refund, here’s how to get it

By Michelle Couch-Friedman |

Can a European airline force you to accept a voucher instead of a refund for a flight it canceled during the pandemic? The simple answer is no. But that hasn’t stopped many carriers across the globe from trying.

Read more “If a European airline owes you a refund, here’s how to get it”