Can Frontier Airlines keep my nonrefundable fees after my sister died?

When Christine Schaefer booked a nonrefundable roundtrip ticket from Philadelphia to West Palm Beach, Fla., on Frontier Airlines, she had every intention of being on that plane. After all, she was flying to South Florida to spend Christmas with her sister, Madeline.

Sadly, it didn’t happen. Just before the flight, Schaefer’s sister died.

Schaefer canceled her reservation and requested a refund from Hopper, her online travel agency. She also asked Frontier to return her fees for luggage and early boarding.

You’ll never guess who said yes and who refused. Then again, if you read this site frequently, maybe you can guess.

Lufthansa can’t charge me $1,360 for this change! Can it?

All Gabriele Stahl wanted was to modify her Lufthansa flight to Germany. And all the airline wanted from her was $1,360 — an unreasonable amount to fix the flight, she says.

But who’s right? Stahl’s case is a teachable moment about flight cancellations, airline logic, and the power of persistence.

Also, it’s a fun opportunity to extract a response from an airline that hates, hates, hates appearing in this column.

The MLB app doesn’t work on this Samsung TV! Can I get a refund?

All Tom Moran wanted was a television that would be compatible with the MLB app. So he asked a Samsung representative if the TV he was considering would allow him to watch Major League Baseball through the app.  The agent says it would — but it turns out it won’t. Can he get a refund?

Question

I went on Samsung’s website in November 2020 and requested a recommendation from their salesperson for a television that is compatible with the MLB app. I have a copy of the chat. So I purchased a 58″ Class TU7000 Crystal UHD 4K Smart TV based on the company’s written recommendation.

But I could not test the television until April 2021, when the baseball season started. And when I did, the app didn’t work.

Where’s my airline ticket refund from GotoGate? It’s been eight months

When SriLankan Airlines cancels the flights for Joseph Obiora Ezezue’s wife and son, he requests a refund. But the airline refers him to his online agency, GotoGate. And it doesn’t help him. Who is responsible for getting his money back?

Question

I purchased two airline tickets from GotoGate for my wife and son in late 2020. The tickets were for a one-way trip with SriLankan Airlines from Guangzhou, China, to Kigali, Rwanda. Sadly, the airline canceled the flight. I bought new tickets with Qatar Airways for my family to return to Kigali.

He ordered three tickets from Vivid Seats but only got two

Mark Kovac pays for three tickets to an NBA game but receives only two from Vivid Seats. Where’s the third ticket, and can the company make the assist before game time?

Question

I ordered and paid for three tickets to the Mavs-Wizards game through Vivid Seats. But the seller only delivered two tickets to my Ticketmaster account.

I’ve been trying to resolve this issue for six weeks but to no avail. I’ve spoken with 12 customer service representatives (I have their names). I begged them to help me, but all I got was lip service from the customer support team.

He got into an accident in his Avis car. Why won’t the company take back the vehicle?

When Mayank Kumar gets into an accident in his Avis rental car, he does everything in his power to return the vehicle to the company. But nothing seems to be working, and now Avis is asking about its car.

Question

I recently rented a vehicle from Avis in Seattle and had an accident while visiting Mount Rainier National Park. A local towing company towed the car away. I reported this to Avis and gave them the towing company’s contact number and address.
An Avis representative said they would work with the towing company to recover the vehicle from them and that I didn’t need to do anything. I still followed up with them almost every day for two weeks to ensure they had the car.

Avis hasn’t recovered the vehicle yet, and it is still at the towing company’s facility. An Avis representative keeps telling me the case is being processed and that the car will be recovered soon.

Vrbo offered a refund after my husband lost his job. Where is it?

When Betsy Bair’s husband loses his job, they cancel their Vrbo rental. Are they going to lose all their money even though Vrbo offered them a refund?

Question

My husband unexpectedly lost his job last year [2021]. We had to cancel a two-day vacation rental through Vrbo. I spoke to a Vrbo representative, who agreed to issue a partial refund of $751. I waited a month but did not receive anything.

I called Vrbo and the company told me it approved the refund, but that I would need to contact the property owner since the owner was the one that was holding up the refund. I contacted him again. Now he says he doesn’t know anything about a refund and never agreed to a refund.

Can you help me sort this out? Initially, all I wanted was a refund of the cleaning fee since we weren’t there. But ideally, I would like them to honor their promise of a partial refund. — Betsy Bair, The Dalles, Ore.

Samsung promised me a $150 e-certificate. How do I get it?

Samsung promised Kristin Graham a $150 e-certificate if she purchased a Galaxy Z Fold3. She kept up her end of the bargain, but now the manufacturer isn’t sending the reward. Can we help?

Question:

Samsung recently sent me a promotional email promising me a $150 E-certificate if I would buy a Galaxy Z Fold3. It was a substantial investment, but I took a chance.

Samsung didn’t sent the E-certificate as promised and never gave me any other information about it. I researched, then finally called Samsung a couple of weeks after I received the phone.

I provided copies of the promo and proof of purchase. Everything was clear and concise. The Samsung reps first tried to get me to accept a one-time code for a lesser value instead of the promised $150. Then they made many excuses, including pretending they couldn’t read their own ad, which shows the device as eligible.

Hertz sent me a $700 bill for eight extra days! How do I get a refund?

When Elie-Anne Chevrier rents a car in Palm Beach, Fla., she expects to pay around $200. So why did Hertz just charge her over $900 for extra days she didn’t have the vehicle?

Question

I recently rented a car from Hertz for three days in Palm Beach, Fla. Hertz billed me for 2 hours and 11 days.

I have contacted the car rental company several times to try to resolve this. But Hertz employees haven’t been able to fix this problem.

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