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.
Carri Schoeller is charged an extra $500 after she returns her rental car to Enterprise. The reason? There’s a small scratch on the bumper. Didn’t they say little scratches don’t count? Yeah, but talk is cheap.
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?
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?
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?
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?
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?
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?
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?
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?
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?
