The Travel Troubleshooter Archives

Stacey Wall rented a car from Enterprise in Phoenix and took photos of a small dent on the door before driving it. Weeks later, she received a $1,391 damage claim dated three days after returning the car. Despite providing timestamped evidence of pre-existing damage, Enterprise insisted she was responsible. After escalating the issue, Enterprise reviewed the photos again and agreed to drop the claim, leaving Stacey relieved but questioning why this happened with her rental Windstar.

I have proof that I didn’t damage my rental car. So why do I have to pay?

October 10, 2024October 9, 2024 by Christopher Elliott

Stacey Wall has proof that she didn’t damage her rental car. So why does Enterprise want to charge her, anyway?

Michael Roehricht found himself in a tough spot after damaging a rental car from Enterprise in Germany. Despite his efforts to work with his car insurance company to cover the damages, Enterprise refused to provide the necessary repair invoice, leaving Michael in limbo. With his insurance company’s deadline approaching, Michael reached out for help. After a frustrating back-and-forth, Enterprise finally provided the documentation, allowing his insurance company to settle the claim for $17,552. This case highlights the importance of obtaining a repair invoice in rental car disputes.

How do I get a repair invoice from Enterprise? My insurance company needs it

October 10, 2024October 2, 2024 by Christopher Elliott

Michael Roehricht needs a repair invoice from Enterprise to file a claim with his car insurance company. Why won’t the company send him the paperwork?

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?

October 10, 2024September 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?

Tracy Joselson and her husband booked a Windstar cruise with a promised all-inclusive package, only to find that Windstar later denied the package due to a missing signature from the onboard consultant. Despite months of back-and-forth communication, the issue remained unresolved until Windstar finally reviewed the reservation. With persistence and a little help, the cruise line not only honored the original promise but also added extra shipboard credits as an apology. This story highlights the challenges and rewards of booking directly onboard with Windstar.

Windstar promised an all-inclusive package on my Central America cruise. Now it’s refusing!

October 10, 2024September 18, 2024 by Christopher Elliott

Tracy Joselson and her husband book a Windstar cruise with a promised all-inclusive package. But then the cruise line takes away the package. Can they cancel their cruise?

Leigh Roberts and her wife purchased an extra seat on a flight from Orlando to Venice, only to find out that United Airlines resold it to another passenger. Despite multiple attempts to get a refund, United initially refused, citing nonrefundable ticket policies. However, a missed boarding pass scan and a lack of proper follow-up led to this costly mistake. After escalating the issue and persistence, United finally agreed to process a refund for the extra seat. This story highlights the importance of ensuring your extra seat is properly scanned.

If you reserve an extra seat on United Airlines, don’t forget to do this

September 25, 2024September 11, 2024 by Christopher Elliott

Leigh Roberts and her wife book an extra seat on a trip from Orlando, Fla., to Venice, Italy. But United resells the seat to another passenger. Can Roberts get a refund?

Jim Hutslar faced a challenging situation after a scooter accident forced him to cancel his British Airways flight. Despite receiving a promise from Expedia for a $1,987 ticket credit, he hit a roadblock when British Airways marked him as a "no-show" and canceled his entire trip. As a result, he was caught in a frustrating loop between Expedia and British Airways, each pointing the finger at the other. Discover how Jim navigated this complex issue and whether he managed to secure his ticket credit or lost his money for good.

Expedia says I have a $1,987 credit, but British Airways says I was a “no-show”

September 9, 2024September 4, 2024 by Christopher Elliott

After a scooter accident, Jim Hutslar cancels his British Airways flight. Expedia offers him a $1,987 ticket credit. But British Airways refuses, claiming he was a “no show” for his flight. Is the money lost?

Linda Carnivale found herself in a frustrating situation after canceling a cruise and trying to get her $250 deposit back. With the credit card she used now closed, NCL claimed to have refunded the money, but Chase, her bank, said otherwise. A tense three-way call between Linda, Chase, and NCL led to a blame game with no resolution in sight. Linda's persistence paid off as she documented everything, but will she finally see her refund? The situation serves as a cautionary tale for anyone dealing with refund disputes between businesses and banks.

Help! NCL and Chase are arguing about my $250 refund, but I just want my money back

September 5, 2024August 28, 2024 by Christopher Elliott

Linda Carnivale wants her $250 cruise deposit refunded. But now her bank and cruise line are arguing over who is responsible for the money. Does it matter? And can she get her money back?

Catriona Garry missed her flight from Edinburgh to Dublin due to Aer Lingus' staffing issues, which led to a three-hour wait with only one ticket agent. Consequently, she missed her connecting flight to Boston and was wrongly charged $1,200 in rebooking fees. Despite contacting Aer Lingus for six months and escalating the issue to their CEO, she faced delays and unhelpful responses. After a thorough review of her case, highlighting the responsibilities of Aer Lingus and their third-party partner, Swissport, the airline finally refunded her rebooking fees nearly seven months after her trip.

Aer Lingus made me miss my flight. Then it charged me these booking fees!

September 5, 2024August 21, 2024 by Christopher Elliott

Catriona Garry misses her flight from Edinburgh to Boston because there’s only one ticket agent at the airport. Can she get $1,200 in rebooking fees refunded?

Josephine Donatelli was charged $515 by Enterprise for a missing head restraint and hat shelf from her rental car. However, she insists she returned the vehicle exactly as she rented it. Enterprise sent the claim more than a month after the return, with insufficient evidence to prove it was her rental car, including no photos with identifying details like a license plate. After disputing the charge with her credit card company and contacting Enterprise, a representative apologized for the error and refunded the money, acknowledging the confusion and promising future rental credits.

Billed $515 for a missing head restraint on my rental car. But is this the right vehicle?

August 19, 2024August 14, 2024 by Christopher Elliott

Enterprise charges Josephine Donatelli $515 after it discovers a missing head restraint in a rental vehicle. But was it her rental vehicle?

Rocco De Mella's recent journey with ITA Airways from Miami to Rome turned into a frustrating ordeal when a plane change resulted in the loss of his $160 seat upgrade. Despite promises of a prompt refund from multiple airline representatives, six months have passed with no resolution. Rocco's attempts to contact ITA Airways through various channels yielded no results, leaving him in limbo. However, a breakthrough came when a consumer advocacy site intervened, leading to the long-awaited refund. This case highlights the challenges passengers face with airline service changes and refund processes.

Downgraded on my ITA Airways flight. Why can’t I get a refund?

August 31, 2024August 7, 2024 by Christopher Elliott

When ITA Airways changes Rocco De Mella’s plane from Miami to Rome, he loses the seat upgrade he bought. An airline representative promises him a prompt refund. But six months later, the airline still has his money.

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