When Lisa Chiarello’s Sandals vacation is ruined by construction noise, the resort offers two “free” nights. Is she entitled to more?
Laurie Glynne and her family planned to fly to Barbados for the holidays. But then Delta Air Lines stopped flying to the Caribbean island. Can this vacation be saved?
If you’ve been watching our monthly complaint numbers and wondering, “How much worse can it get for American Airlines?,” here’s your answer: much worse.
It was another busy month for complaints. Readers filed 337 grievances, just a few cases shy of our record 342 complaints received last August.
It happened to Traci Fox.
Orna Lenchner did it.
If you have a gripe with a company — and let’s face it, at some point, everyone has a gripe with a company — here’s a cautionary tale about complaining.
It comes to us by way of Tracey Phillips. She had a problem with a hotel’s change policy. Specifically, every time she changed the date of her stay, the hotel insisted on charging her a fee, which is an increasingly common problem.
Instead of the grassroots approach to problem-solving, which I always recommend — in other words, starting with a real-time resolution at the lowest level, and working your way up — Tracey went straight to the top. She wrote an impassioned letter to the CEO, asking for a one-time exception to the hotel’s rules.
And, no surprise, she hasn’t received a response yet.
Ever want to see how customers screw up? Then spend a few hours looking over the shoulder of a consumer advocate.
Watch the emails come in — and learn.
“Need help getting a refund on a non-refundable airline ticket,” the subject line reads on a message I received a few minutes ago.
I get a lot of travel complaints.
“Yesterday, I went to ER due to heart palpitation and chest pain,” the passenger explained. He phoned his airline to ask for a refund due to his medical condition — an understandable request, coming from someone who’s an infrequent flier.
I just wrapped up a review of my August emails — and wow, what an awesome collection of complaints!
To recap, one of my email addresses experienced a total meltdown, holding more than 10,000 messages in a queue since January. I explain everything in this post. And here’s a synopsis of the September emails.
It’s worth repeating that there are many ways of reaching me, including social media, my primary gmail address, [email protected], or phone.
I answer as promptly as possible — when the technology works.
Teresa Ferris is mad.
She recently paid her airline a $100 “unaccompanied minor” fee when her son flew alone from Oakland to Los Angeles. It didn’t buy her much, she says.
“After he landed, there was no record on the computer of him flying as an unaccompanied minor,” Ferris remembers. “I couldn’t get the paperwork needed to pass security to meet him at the gate in time.”
Her son walked off the plane on his own and found his way to the baggage claim area alone. Ferris complained, and the airline refunded her $100 fee and offered her a $100 voucher toward a future flight.
“I’m disappointed, because I would have to spend money to get any additional compensation,” she says. “Am I stuck with it?”