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 weekly columns for King Features Syndicate, USA Today, Forbes and the Washington Post. He also publishes 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 Twitter, Facebook, and LinkedIn, or sign up for his daily newsletter. Read more of Christopher's articles here.
Airbnb refund for broken air conditioner

No air conditioning in my rental. Does Airbnb’s refund policy apply?

Before Dan Seaman moved into his rental apartment in Washington D.C. this summer, he didn’t review Airbnb’s refund policy for guests. Nor did he bother to check if the apartment had air conditioning.

What kind of Airbnb in D.C. wouldn’t offer a working AC?

But when he arrived on a blazing hot June day, his bedroom felt like the inside of an Istanbul steam bath. There was an air conditioning unit in the wall, but it didn’t work. He asked the host to fix the AC, but the host dismissed him. When he turned to Airbnb for help, he says the vacation rental platform also blew him off.

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Cruise COVID requirement

Help! My cruise line requires a vaccination and now my credits are expiring

Can a cruise line require a COVID vaccination after you book your vacation — and keep your money if you don’t comply? That’s what Abraham Sublaban wants to know as he faces the loss of $763 in cruise credits from Norwegian Cruise Line (NCL).

And even though the answer may seem obvious to you, it has the potential to affect your next cruise — or any other trip — long after the pandemic ends.

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Cruise credit refund

They canceled my cruise. How do I get a cruise credit refund?

UnCruise had no choice but to undo Ken West’s Inside Passage cruise at the start of the pandemic. Now West wants to unravel the company’s future cruise credit offer. But is a cruise credit refund even possible?

West’s tale of a scuttled cruise is all too common.

In 2020, he was about to set sail on a 12-day tour from Seattle to Juneau, Alaska, on the Wilderness Discoverer. Then COVID hit.

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Banned by hertz

Banned by Hertz because of a 10-year-old toll charge

Out of the blue, Hertz confiscated Marcus Hall’s loyalty points and banned him for life. His crime? The car rental company discovered an unpaid $6 toll charge — from 2012.

Seriously. Hertz said a partner company that processes toll charges had conducted an audit and found the delinquent invoice. But Hall had never received a bill or any notification.

Before Hall could even ask for documentation of the $6 charge, Hertz simply added him to its Do Not Rent List and stripped him of his points.

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