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.

Can you fly without a mask if you have a doctor’s note?

By Michelle Couch-Friedman |

Can you fly without a mask at this stage of the pandemic if you have a doctor’s note? Since late last summer, the blunt answer from most airlines is no. Katheryn Stueckle’s son can’t physically tolerate a face covering, but she has no problem with American Airlines’ updated mask requirements. However, she would like a refund for the flight she purchased before the airline changed the policy.

American Airlines says she purchased the flight after it eliminated medical exemptions to the mask requirement. As a result, it denied the refund.

Can we help? (Last updated April 22) Read more “Can you fly without a mask if you have a doctor’s note?”

Where is the refund for my upgrade that never happened?

By Christopher Elliott |

How long does it take to get a refund for an upgrade that never happened? Margaret Carroll has been waiting four months for hers. Can we help move things along? Read more “Where is the refund for my upgrade that never happened?”

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 recent trip.  (Reprint) Read more “What happens if you refuse to wear a mask on the flight? This…”

TAP Air Portugal rescheduled my flight — can I get a refund?

By Christopher Elliott |

TAP Air Portugal reschedules — and then cancels — John Schmidt’s flights and he wants a refund. So why is the airline only offering a voucher? Read more “TAP Air Portugal rescheduled my flight — can I get a refund?”

United Airlines flight credit: How to make the most of it after the pandemic

By Michelle Couch-Friedman |

The clock is ticking on Bernadine Fong’s sizable United Airlines flight credit, which she acquired during the pandemic. Around this time last year, she booked two business class tickets to Europe for a dream vacation. But that was before the coronavirus ruined everyone’s summer plans for 2020.

With the pandemic entering year two, Fong worries her nearly $11,000 flight credit with United Airlines is in jeopardy. Now she wants to know what to do to make sure to make the most of it before it expires. (Last updated March 31, 2020) Read more “United Airlines flight credit: How to make the most of it after the pandemic”

Can Lufthansa really cancel the flight and keep our money, too?

By Christopher Elliott |

Did Lufthansa cancel Po Yee Fan’s flight during the pandemic and keep her money, too? That’s certainly what it looks like.

But no worries, the Elliott Advocacy team is here.

Read more “Can Lufthansa really cancel the flight and keep our money, too?”

An Air Canada mistake caused me to be detained in Korea — for two weeks!!

By Michelle Couch-Friedman |

Last August, an Air Canada agent made a mistake that set off a terrible chain of events for Sarahy Sigie Reyes. The end result? Sigie was detained in South Korea for 15 days against her will and at her own expense.

Now Sigie and her husband want the Elliott Advocacy team to convince Air Canada to pay for its agent’s mistake. But with the carrier routinely refusing to refund passengers even when required to do so, can we succeed?

We’ve reported on some pretty egregious happenings across the travel industry during the coronavirus pandemic. However, after reading about Sigie’s experience, I think you’ll agree that her tale is the worst of all. (Good news update March 2 🙂 ) Read more “An Air Canada mistake caused me to be detained in Korea — for two weeks!!”

This passport mistake will ruin your vacation every time

By Michelle Couch-Friedman |  | Updated February 18th, 2021

Prior to the current global pandemic, Trevor Seamon made a devastating passport mistake and it ruined his family’s dream vacation. In all the preparation for the journey to Italy, he neglected to check the validity of their passports. That error led the Seamons to arrive at the airport with passports expiring within 90 days — invalid for travel. Denied boarding, they missed their eagerly anticipated trip and ended up right back home at the end of the day.

Seamon believes Air France is responsible for this passport mistake, and he wants our team to negotiate a refund. But is the airline responsible for the family’s ruined vacation? (Reprint) Read more “This passport mistake will ruin your vacation every time”

The airline made a big mistake and refused to let me board!

By Michelle Couch-Friedman |  | Updated February 13th, 2021

An airline employee recently made a terrible mistake by refusing to let Jordan Allen board his scheduled flight to Africa. That error cost Allen $5,754.

Allen says he showed up at the airport ready for his flight with valid identification for the journey. But his travel plans came to an abrupt end at the check-in counter. There, an unpleasant British Airways agent incorrectly rejected his passport and visa and denied him boarding. That airline representative’s mistake cost Allen more than just cash, and he wants Elliott Advocacy to help right this wrong. (Reprint) Read more “The airline made a big mistake and refused to let me board!”