How Alamo, Marriott, and Southwest waived change fees and saved a vacation

Ben Cooperman’s New England vacation ended suddenly, but there was a silver lining, thanks to Alamo, Marriott, and Southwest, which waived change fees for him in an unexpected gesture of goodwill. Read more “How Alamo, Marriott, and Southwest waived change fees and saved a vacation”

The unbelievable but true story of Sandals honoring a 25-year-old voucher.

In 1991, Norman Gunn’s tropical and pricey getaway to a Sandals Caribbean resort went wrong.
Really wrong.

But the company made it right, offering a voucher for a future vacation. And then, over a quarter of a century later, Sandals made it really right. More right than anyone thought possible.

You won’t believe how. Read more “The unbelievable but true story of Sandals honoring a 25-year-old voucher.”

A United Airlines holiday travel story with a happy ending

No one likes having their flight canceled.

Especially in the middle of winter, seated in a plane, waiting for takeoff on the Chicago airport tarmac, a day after Christmas. Read more “A United Airlines holiday travel story with a happy ending”

After a trip to the ER, Celebrity cruises into exceptional customer service

Greg and Linda Smith’s well-deserved Celebrity cruise to Alaska was just what the doctor ordered.

But their doctor’s orders quickly changed to emergency care just before departure when Linda needed surgery — stat.

Before anyone could ponder the possibility of bidding buh-bye to their pricey cruise investment, Celebrity stunned the Smiths, of Boulder, Colo., with a huge save. Read more “After a trip to the ER, Celebrity cruises into exceptional customer service”

Enterprise puts a customer on the road in the nick of time

Sometimes, travel isn’t fun. Jane Hatch’s last-minute winter flight from Baltimore to Milwaukee was for the worst reason of all. Read more “Enterprise puts a customer on the road in the nick of time”