Commentary

Elliott Advocacy is a nonprofit organization that mediates cases between consumers and businesses. These are commentary articles that detail our efforts and provide educational information for consumers.

I locked myself out of my Airbnb! I want a refund

By Michelle Couch-Friedman |

What happens if you lock yourself out of your Airbnb rental thousands of miles from home? Will your host or the caretaker immediately come and rescue you?

Xiamin Qi recently discovered the answer to both questions after she locked herself out of her Airbnb rental in Barcelona. Despite the host warning her about the self-locking feature of the front door, she says jet lag caused an oversight. That fatigue caused Qi to walk out of the building and leave the keys inside.

Now she is asking the host to refund $500 for her trouble. But is this a reasonable request? (Reprint) Read more “I locked myself out of my Airbnb! I want a refund”

Can my guide cancel my trip to Italy and keep my money too?

By Michelle Couch-Friedman |

When coronavirus started closing down Italy, Meryl Silver wondered if she would be forced to cancel her upcoming trip. She didn’t have to wait long for an answer. In early March, the private photographer who was hosting the workshop she was to attend, announced he was “rescheduling” the event. So why won’t he return her $1,200 deposit? (Reprint) Read more “Can my guide cancel my trip to Italy and keep my money too?”

Am I dreaming of a refund for my eDreams canceled flights?

By Jennifer Finger |

Linda Galante dreamed for nine months of a refund for her eDreams canceled flights. But none of her efforts could yield that refund in reality — until she came to Elliott Advocacy. Read more “Am I dreaming of a refund for my eDreams canceled flights?”

Social distancing on a plane? This is how to do it

By Christopher Elliott |

Are you wondering about how to conduct social distancing on your next plane trip? Then here is the information you need. Read more “Social distancing on a plane? This is how to do it”

The rule of customer misinformation: What companies don’t want you to know

By Christopher Elliott |

Frontier Airlines thought Albert Cohen was clueless. But he wasn’t. When the airline canceled his recent round-trip flight from Cleveland to Phoenix, a representative told him his only option was to accept a flight voucher for $226. And by doing so, the airline illustrated one of the biggest unwritten rules about customer service: the rule of customer misinformation. Read more “The rule of customer misinformation: What companies don’t want you to know”

This is how to find out if you’re tipping too much

By Christopher Elliott |

Are you tipping too much? (or not enough) You might be. Here’s how to find out. Read more “This is how to find out if you’re tipping too much”

If the coronavirus ruined your travel plans, this is what you need to know

By Michelle Couch-Friedman |

If the coronavirus ruined your travel plans and you got stuck with a bill, you’re not the only one.

Since this crisis brought the travel industry to a halt, we’ve received more pleas for help than ever. Travelers need guidance navigating the complicated, ever-changing, and often confusing cancellation and refund policies created during the pandemic.

As we approach the seven-month mark of the coronavirus crisis, here’s what you need to know about those cancellation policies — so you don’t end up taking a financial hit. (Reprint)
Read more “If the coronavirus ruined your travel plans, this is what you need to know”