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Elliott Report

Elliott Report

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The Travel Troubleshooter

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.

I bought a pair of tickets through Expedia for my husband and myself. We planned to visit Germany this fall for as part of a retirement trip.

The Travel Troubleshooter: Airline won’t refund my ticket after my husband dies

January 22, 2024September 30, 2011 by Christopher Elliott

After Ursula Maul’s husband passes away suddenly, she tries to get a refund for his nonrefundable ticket. But neither her online agency, nor her airline, will help her. Does she have any other options?

Categories The Travel Troubleshooter
I recently purchased Amtrak tickets to Reno, Nev., on my American Express card. For the roundtrip ticket that cost $156.

Help, my Amtrak tickets were accidentally canceled

January 22, 2024September 16, 2011 by Christopher Elliott

Mel Jung’s Amtrak tickets are canceled accidentally, and he’s forced to pay a $236 for a new ticket. No one is taking the responsibility for the error. Is he stuck with the higher fare?

Categories The Travel Troubleshooter
When I made the reservation for my wife, I specifically told them we did not want their extra insurance coverage.

She declined insurance but then signed for it anyway

January 22, 2024September 9, 2011 by Christopher Elliott

Ted Van Anne’s wife isn’t an experienced traveler, but she knows she declined the optional car rental insurance. So why is Dollar charging her an extra $20 a day for her car? And can the charge be reversed?

Categories The Travel Troubleshooter
A guest who prepaid for a two-night stay at a Fairfield Inn in Philadelphia was unexpectedly moved to an inferior hotel due to a convention.

Help! I’ve been ‘walked’ to a motel

January 22, 2024September 2, 2011 by Christopher Elliott

Karen Johnson gets some bad news from her hotel just before she checks in: There’s no room for her. Instead, she’s sent packing to an inferior motel, and when she complains, she’s mailed a form response. Now what?

Categories The Travel Troubleshooter
We recently returned from vacation at Barcelo Puerto Vallarta, Mexico. While we were there, many guests were afflicted by a serious illness.

Sick in Puerto Vallarta — does my hotel owe me anything?

January 20, 2024August 12, 2011 by Christopher Elliott

Daniel Vosburgh is afflicted by a mysterious illness while he’s in Mexico. His hotel isn’t answering his complaints, but he thinks he’s entitled to either a refund or credit. Is he?

Categories The Travel Troubleshooter
I asked to speak with the assistant manager's boss and he informed me that it was simply a formality and that the light scratch could potentially be buffed out. He also mentioned that he would call me if a claim were necessary. I never got that call. They did, in fact, complete a damage report and like an idiot, I signed it. The report simply states the damaged part of the vehicle as a long scratch and that I was not aware of its source. A few weeks later, I received a letter in the mail from Enterprise requesting that we contact our insurance company to inform them of our claim or to contact them so that they may communicate the estimate for the damages to the minivan. I believe the damage that was observed when I returned the vehicle was already there before I rented it. But I signed the damage report. Will it be hard to prove my side of the story with this error on my part?

The Travel Troubleshooter: I signed the damage form — now they want me to pay

January 20, 2024July 22, 2011 by Christopher Elliott

When Leigh Barber returns his rental van to Enterprise, he discovers a small scratch that was overlooked when he picked up the vehicle. He signs a form acknowledging the damage, but with the assurance from a manager that thee scratch can be “buffed out.” Now Enterprise wants him to pay. Does he have to?

Categories The Travel Troubleshooter
I recently booked a flight on Expedia from Dallas to Midland, Texas, with my wife. She died before we could make the trip.

Dead passengers can’t use a flight credit — or can they?

January 20, 2024July 8, 2011 by Christopher Elliott

David Walters’ wife passes away before they can fly from Dallas to Midland, Texas. But when he asks his online travel agency for a refund, it refuses, saying the airline will only offer a credit. But dead passengers can’t use a flight credit — or can they?

Categories The Travel Troubleshooter
My wife and I planned a trip this summer and purchased round-trip flights, hotel room and a kayak excursion through Expedia in December.

Hey, what happened to my Expedia airline ticket refund?

January 20, 2024July 1, 2011 by Christopher Elliott

Dan Lachapelle is promised a prompt refund for his canceled Antigua vacation. But it’s been weeks, and there’s no sign of the money. Now his online agency isn’t responding to his queries. Will he ever see the money again?

Categories The Travel Troubleshooter
Disappointed traveler claims cheap caribbean failed to honor all-inclusive reservation, resulting in additional costs and lost vacation time.

The Travel Troubleshooter: Help! I paid twice for my all-inclusive vacation

October 24, 2024April 29, 2011 by Christopher Elliott

Esther Mikula thought she booked an all-inclusive hotel in Aruba. But when she checks in, she discovers that the rate doesn’t include food, beverages and activities, as promised. Now she has to pay extra. Is she owed a refund?

Categories The Travel Troubleshooter
My husband and I have been members of Marriott’s loyalty program, Marriott Rewards, for decades. We’re also Marriott Vacation Club owners.

The Travel Troubleshooter: Oh no, my hotel rewards have been downgraded!

January 20, 2024April 22, 2011 by Christopher Elliott

When JJ Mortensen tries to redeem her seven-night hotel award at Marriott, she’s given some bad news: The certificate has been downgraded to a 25,000-mile credit or a five-day certificate. That doesn’t seem fair to her, but Marriott won’t respond to her appeals. What now?

Categories The Travel Troubleshooter
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