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Elliott Report

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FREQUENT FLIER

Satrupa Kagel, an American Airlines frequent flier, booked an award ticket from Tokyo to San Francisco only to discover the day before her flight that American Airlines had canceled her reservation without notice. After spending $3,548 on a last-minute ticket, she sought a refund from American Airlines. Despite months of waiting and no response, she finally got the airline to acknowledge their mistake and issue a full refund, including her miles. This case highlights the challenges of dealing with American Airlines and the importance of confirming your flight reservation.

American Airlines canceled my business class ticket by accident. Can you fix it?

May 1, 2025September 25, 2024 by Christopher Elliott

A day before Satrupa Kagel’s flight from Tokyo to San Francisco, she finds out American Airlines canceled her ticket. Is she on the hook for the $3,548 she had to spend for a last-minute ticket?

Categories The Travel Troubleshooter
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

Even more funny airline math on this downgrade, but is there a solution?

December 15, 2015 by Christopher Elliott

United’s frequent flier program, MileagePlus, promises “the best combination of service and rewards for frequent travelers.”

But Thomas Williams says he got neither when he tried to use his hard-earned miles for a flight from Boston to San Francisco.

Read more

Categories Is This Enough Compensation?
Frequent-flier programs are rigged to favor airlines, deceive passengers and cost consumers billions of dollars

Should the government regulate loyalty programs?

January 29, 2024October 19, 2014 by Christopher Elliott

Frequent-flier programs are rigged to favor airlines, deceive passengers and cost consumers billions of dollars.

Categories The Navigator
He uses frequent flier miles to pay for a return flight to the United States from Australia. Insurance company is balking at a refund.

Does insurance cover my frequent flier miles?

January 28, 2024September 5, 2014 by Christopher Elliott

He uses frequent flier miles to pay for a return flight to the United States from Australia. Insurance company is balking at a refund.

Categories The Travel Troubleshooter
Airline frequent-flier programs may be useless, but some are more useless than others. The most useless frequent-flier programs revealed

The world’s most useless frequent-flier programs revealed

January 26, 2024May 31, 2014 by Christopher Elliott

… Read more

Categories Commentary
Delta won't make a name change on a mileage ticket, endangering one family's cruise. Can this trip be saved?

Why can’t I change the name on my frequent flier award ticket?

January 23, 2024October 18, 2013 by Christopher Elliott

Delta won’t make a name change on a mileage ticket, endangering one family’s cruise. Can this trip be saved?

Categories The Travel Troubleshooter

Can I use Cathay Pacific miles to escape from New York?

January 23, 2024October 11, 2013 by Christopher Elliott

Felix Chan’s parents are stranded in New York after a storm. They can’t get back to Hong Kong because he used miles to pay for their ticket. Are they stuck?

Categories The Travel Troubleshooter
It's time to question one of the most basic tenets of travel: Everyone should participate in an airline loyalty program.

Are loyalty programs worth belonging to?

January 23, 2024August 24, 2013 by Christopher Elliott

It’s time to question one of the most basic tenets of travel: Everyone should participate in an airline loyalty program.

Categories Commentary
After years of playing the game, frequent customers are saying, "enough is enough." demanding loyalty in order to be treated with dignity.

Why loyalty programs are dead — and why that’s good news for almost everyone

January 23, 2024March 25, 2013 by Christopher Elliott

… Read more

Categories Commentary
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