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Elliott Report

Elliott Report

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CUSTOMER SATISFACTION

Alex and Jaime Passakos experienced a disappointing wedding at Sandals Montego Bay, citing issues like poor hair styling, an ineffective bridal assistant, missed sunset photos, and damaged wedding attire. Most distressingly, their wedding photos and video were of poor quality. The couple initially sought a refund for the wedding portion of their $48,000 trip. Sandals offered a partial refund and a free stay, which was negotiated up after complaints. Ultimately, Sandals increased their compensation offer, which the couple accepted.

My wedding was ruined! What does Sandals owe me?

October 19, 2024September 23, 2024 by Christopher Elliott

Alex and Jaime Passakos say their honeymoon at Sandals was ruined — and they want compensation.

Categories Advocacy
Loyalty in travel is being questioned as more travelers hit their breaking points. Recent experiences, like Andy Abramson's delayed flight with American Airlines, highlight the growing frustration. Research shows that 1 in 10 travelers have had poor experiences this year, leading many to reduce or eliminate spending with the offending companies. The travel industry's focus on profits and the devaluation of loyalty programs are major factors. As service quality declines, many are considering whether it's time to switch to competitors that prioritize customer care and satisfaction.

Travelers reached their breaking point this summer. Is loyalty dead?

September 5, 2024September 1, 2024 by Christopher Elliott

When it comes to travel, is loyalty dead? 
That’s the question many travelers have been asking themselves during a record-breaking summer.

Categories On Travel
Traveling recently? You're not alone if you've encountered laughably bad customer service. I lost my credit card last week, and my bank botched the replacement, sending it to the wrong address. Now, I'm stuck on endless calls with unhelpful representatives. The travel industry isn't faring any better, with record complaints and declining service quality. Airlines, car rentals, and hotels are scoring low in customer satisfaction. As travel booms, companies are taking customers for granted. Learn why this is happening and what you can do to manage the situation effectively.

Want better customer service when you travel? You must be joking

January 13, 2025August 18, 2024 by Christopher Elliott

If you think customer service is a joke, you’ve probably been traveling recently.

Categories On Travel
Airlines are surprising customers with unexpected kindness, such as shedding fees and offering free perks. This shift, influenced by government regulations and a surge in passenger complaints, aims to improve customer satisfaction and retain loyalty. While low-cost carriers like Spirit and Frontier lead this change, even legacy airlines are stepping up. However, experts warn that this newfound niceness might be short-lived and could eventually result in higher fares. Real, lasting change will only occur when passengers value service quality over cost, pushing airlines to consistently prioritize customer care.

Why are airlines being so nice to you?

July 15, 2024July 13, 2024 by Christopher Elliott

Airlines are shedding fees, giving away free stuff, and being extra nice to their customers. Has the world gone mad?

Categories On Travel
When it comes to hotel amenities, the lodging industry is trying something new: It's giving you what you want.

Which hotel amenities do you really want? You won’t believe it!

March 27, 2025December 9, 2023 by Christopher Elliott

When it comes to hotel amenities, the lodging industry is trying something new: It’s giving you what you want.

Categories Featured
Here's a lost Pixel puzzle: UPS misplaced our reader's Amazon return. Can he get his $518 back from Amazon? Or will he lose his money?

Help! Amazon lost my Pixel phone and now it won’t refund me

August 26, 2024August 16, 2023 by Christopher Elliott

When Jack Price tries to return his Google Pixel 6 phone to Amazon through UPS, the phone gets lost. Will he ever get his $518 back?

Categories Problem Solved
Sears promises to cover the cost of Wanda Warren's dishwasher installation. Then it offers her a check for $180 -- which isn't enough. Does it owe her more?

Help! Sears won’t cover the cost of installing my replacement dishwasher

March 24, 2025June 6, 2023 by Christopher Elliott

Sears promises to cover the cost of Wanda Warren’s dishwasher installation. Then it offers her a check for $180 — which isn’t enough. Does it owe her more? 

Categories Featured, Problem Solved
How many times does Whirlpool have to replace a defective stove? And what, if anything, does the installer owe you if things go wrong?

My Whirlpool stove is defective again. How do I get it fixed?

November 23, 2024April 16, 2023 by Christopher Elliott

Chuck Reiter hoped the third time would be the charm for his new Whirlpool stove. The company had already delivered two faulty appliances and reluctantly replaced them, but his weird adventure in Whirlpool hell was about to get even weirder.

Categories Advocacy

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