Christopher Elliott

Christopher Elliott is the founder of Elliott Advocacy, a 501(c)(3) nonprofit organization that empowers consumers to solve their problems and helps those who can't. He's the author of numerous books on consumer advocacy and writes three nationally syndicated columns. He also publishes the Elliott Report, a news site for consumers, and Elliott Confidential, a critically acclaimed newsletter about customer service. If you have a consumer problem you can't solve, contact him directly through his advocacy website. You can also follow him on X, Facebook, and LinkedIn, or sign up for his daily newsletter.

Should airlines charge a change fee even if they can resell the seat?

January 22, 2024December 21, 2012 by Christopher Elliott

When part of his flight itinerary changes, Bret Bickar is asked to pay a change fee in order to get back home. Is that unfair? He thinks so. His airline doesn’t. Who’s right?

Delta’s Ausband: When it comes to customer service, “we want to be even better”

January 22, 2024December 20, 2012 by Christopher Elliott

Allison Ausband is Delta Air Lines’ vice president for reservation sales and customer care. I met with her last week to discuss the progress since our last interview in 2010. Here’s part one of our interview.

My honeymoon photos are ruined — thanks a lot, Target!

January 22, 2024December 19, 2012 by Christopher Elliott

The camera Tristan Caulfield and his wife bought at Target for their honeymoon doesn’t work, but the retailer is giving the couple a runaround in their effort to get it fixed. Is this camera a lost cause?

Why won’t RIU extend my hotel voucher?

January 22, 2024December 17, 2012 by Christopher Elliott

When Dave Mootz checked into the RIU Playacar two years ago, he was greeted by trucks and construction workers where there should have been a quiet beach. The area was undergoing a much-needed beach restoration project — during his much-needed Mexico vacation.

Want better airline service? Power up your smartphone

January 22, 2024December 15, 2012 by Christopher Elliott

Liz Owen needed help, and she needed it fast.

Oh no! I missed my connection and had to pay extra

January 22, 2024December 14, 2012 by Christopher Elliott

Sue Broxholm’s connecting flight back home is delayed, and her airline eventually asks her to pay an extra $462 to continue her journey. Is that right? And if not, should it give her a refund?

Airlines insist they don't separate families with kids with seat selection fees. And I believe it -- until I heard from Vicki Wallace.

Airline seat fees separate mom from five-year-old twins

January 22, 2024December 13, 2012 by Christopher Elliott

Ever since airlines added new economy-class seat reservation fees, they’ve insisted that the new charges would not lead to families with young kids being separated. And I believed it — until I heard from Vicki Wallace.

My “protection plan” didn’t protect my move — now what?

January 22, 2024December 12, 2012 by Christopher Elliott

Nathan Witt is sold a “protection” package with DirecTV that covers moves. Only, it doesn’t. Now he’s being asked to pay a moving fee or cancel his service. What should he do?

Ryanair orders passenger with bag question to “shut up” — does she deserve a refund?

January 22, 2024December 10, 2012 by Christopher Elliott

Are airlines responsible for America’s TSA disaster?

January 22, 2024December 9, 2012 by Christopher Elliott

The TSA as we know it is dead came from a publicist for one of the airline trade associations. Are airlines responsible?

Christopher Elliott

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