Bernadine Fong enjoyed the outbound portion of her round-trip flight from San Francisco to Newark without incident. But her return trip is a different story. At check-in, United Airlines informs a stunned Fong that she had been a no-show for that original flight. As a result, her ticket home has been canceled. Can we fix this flight fiasco? “United called me a no-show, but I was on the flight!”
Smart travelers know the importance of leaving plenty of time between connecting flights to protect themselves from problems caused by delays. “Warning: A connecting city is not the same as a stopover”
All passengers were aboard William Kaighn’s American Airlines flight to Phoenix. The doors were secured, and they were waiting to push back from the jetway when the captain announced that everyone would have to deplane and board a different aircraft at another gate.
And then, Kaighn tells our advocates, an entirely different group of passengers boarded that plane, and after fuel was added, took off for the East Coast. “Does American owe this traveler for his missed day in Mexico?”
“These researchers for Chris Elliott respond with more legalese than the cotton-pickin’ insurance company did.”
This was the response we received from Donald Norton to a question we asked him about his case.
Our advocates often need to follow up with additional questions to determine whether we can help consumers requesting our assistance. We do this when we receive help requests with information that appears to be unclear or incomplete. Most of these consumers are happy to provide us with the answers to our questions, but some take offense. When that happens, we can’t help them. “Offended by our request for more information? We can’t help”
When Brenda Alvarez’s flights to Costa Rica are canceled because of Hurricane Irma, she tries to secure a refund from American Airlines but it only offers 10 percent of the original cost of her flights. She wants to know if we can help her get more. “Because of the hurricane, my flight was canceled — twice. Why can’t I get a refund?”