Should we tell people like Howard Uman to get lost?

Yesterday’s update from the trenches of consumer advocacy sparked an interesting debate. Do we leave consumers who don’t have a case to fend for themselves?

I ask because some of you apparently believe we should. If consumers are unaware of a company policy or aren’t following the rules, we should tell them to get lost. Nicely, but firmly.

Beat it. We only help deserving consumers.
Read more “Should we tell people like Howard Uman to get lost?”

Are you too desperate for an airfare deal?

d3images/Shutterstock
d3images/Shutterstock
What would you do for a cheap airfare?

If you said “anything” then you’re probably going to love flying in the future. It’s a place that will be filled with steals and deals, and for a lucky few who take their time to study the system, you’ll be able to travel for next to nothing.

The rest of us? Not so much.
Read more “Are you too desperate for an airfare deal?”

Forced to check my laptop and now it’s in pieces

La Freta Carter Dalton’s son was boarding an EasyJet flight from London to Barcelona when the overhead bins ran out of space. A crewmember told him he couldn’t board with his laptop computer — it had to be checked.

You can probably guess what happened next, right?
Read more “Forced to check my laptop and now it’s in pieces”

How long is too long for an airline ticket refund?

Talk about an airline delay! / Photo by Phil Ostrow - Flickr
Question: We have been trying to get a refund from Southwest Airlines for almost one year. It’s a refund that Southwest fully admits it owes, but always finds another excuse not to pay. I hope you can help us.

Last spring, my family had tickets to fly from Fort Myers, Fla., to Milwaukee, Wis. When we arrived at the gate, a Southwest agent told us our flight was oversold and that all seats had been assigned. We were denied boarding.
Read more “How long is too long for an airline ticket refund?”

Can this trip be saved? “I fail to understand the behavior of your shuttle bus driver”

Christine Glovier didn’t have an ideal travel experience when she flew from Philadelphia to Manchester, NH, on US Airways. But is an apology enough for what happened?

Glovier is a loyal US Airways customer and has never missed a flight. But when she arrived at the airport, a ticket agent sent her to a shuttle bus. She had to go through the security line twice, which ran down the clock.

There was still plenty of time to make her flight. But then the fun started.
Read more “Can this trip be saved? “I fail to understand the behavior of your shuttle bus driver””