The Travel Troubleshooter Archives

Econo Lodge bills Lenore Davies twice for the same nights at a hotel in East Hartford, Conn. Is there any way to fix the billing error?

Booked for one night but charged for two

January 22, 2024November 18, 2011 by Christopher Elliott

Lenore Davies books one night at an Econo Lodge by phone. She’s charged for two. Now, neither her hotel nor her credit card will help her. Is she out of luck?

David Willard buys 350 points in Disney Vacation Club, Disney's timeshare program. But now he can't use them. Is he out of luck?

A broken Disney Vacation Club promise?

January 22, 2024November 4, 2011 by Christopher Elliott

David Willard is offered help with making a booking at a Disney Vacation Club — a promise Disney reneges on after his salesman goes on medical leave. Is there any way to get Mickey to keep his word?

The traveler faced challenges during the return trip as Travelocity's itinerary allowed insufficient time for connecting flights in Brussels.

The Travel Troubleshooter: Am I stuck with this $378 phone bill?

January 22, 2024October 14, 2011 by Christopher Elliott

Jeffrey Grim can’t make a connection in Brussels because of an error made by his online travel agency. In order to fix the problem, he racks up $378 in phone bills. Should the company cover his expenses?

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.

A “little dent” in my Enterprise rental adds $500 to my car rental bill

January 22, 2024October 7, 2011 by Christopher Elliott

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.

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?

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?

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?

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?

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?

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?

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