The Travel Troubleshooter is a weekly consumer column that solves travel problems. Missing cruise refunds, lousy airline service, car rental surcharges — it’s all fair game for this feature. Each story presents a problem and fixes it in a quick Q&A format.
When Rachel Newton books flights that include a leg on Transavia, a Dutch discount airline, she expects a no-frills experience — but not a surprise fee that doubles the cost of his trip. Why won’t the airline make things right?
Mansour Abado books a ticket for his father from Beirut to Austin, Texas, through Expedia. But there’s a problem: The flight doesn’t exist. Why can’t he get a refund for the bogus ticket?
Gary Mullen-Schultz thought he was getting a reliable rental when he picked up a vehicle from Avis in Sacramento. Instead, he got something else — a vehicle that reeked of marijuana. Now Avis wants him to pay $250 to get rid of the smell. Can it do that?
When Cheryce White flies from Phoenix to Seattle, she gate-checks her stroller. But when she retrieves it, the plastic frame is melted and the fabric undercarriage warped — so damaged it’s unsafe to use. She files a claim, but Frontier rejects it as “normal wear and tear.” After weeks of emails and follow-ups, she still hasn’t received a proper response. Can she get reimbursed?
David Tashji purchased a Travelpro rollaboard in 1998, which came with a lifetime warranty. Now the retractable handle has broken, but Travelpro claims it can’t repair it because replacement parts are no longer available. Is he out of luck?
Patrick Bruce books flights through Orbitz with “free” checked bags — only to learn the airline’s ticket includes no such perk. Who’s responsible for his $540 baggage fee shock?
Greg Rothman thought his Holland America cruise was locked in: a seven-day Caribbean sailing in a veranda stateroom for $650, courtesy of an MGM casino certificate. He pays in full and then books non-refundable airline tickets from Los Angeles to Fort Lauderdale. Hours later, a second invoice arrives — this one demanding another $800 or threatening to bump him down to a windowless interior cabin.
Walter Gluzkin faces a months-long battle with National Car Rental over a damage claim on a Hyundai Sonata he returned just 30 minutes after picking it up. National’s damage recovery unit is demanding his insurance information for repairs he says he never caused. Can National get away with that?
Mike Marsden cancels his Brittany Ferries booking three months before his sailing date, only to discover the company is keeping his $390 deposit. Despite having a “flexi” ticket and legitimate health concerns, the ferry line says the cancellation is final. Is it really?
Randal Marchessault watches in disbelief as Austrian Airlines refunds him just $108 after a botched ticket change request. But the airline rebooks his wife’s identical ticket without any problem. Now he’s fighting to get a $4,352 refund.
