CUSTOMER SERVICE
Want to skip the bot and talk to a human? It could cost you
The problem with artificial intelligence is simple: When travelers need it the most, it is the least helpful.
Frigidaire’s frozen promises left me out in the cold
Mike Tarallo pays a fixed rate to repair his refrigerator but gets endless delays, false diagnoses, and a canceled service visit. Can Frigidaire and its parent company, Electrolux, thaw this ice-cold mess?
Help! My two-factor authentication on Amazon stopped working after I got a new phone
Bruce Gerencser can’t access his Amazon account after changing his phone number, leaving two-factor authentication tied to his old number. Despite making calls for six weeks, submitting his ID three times, and sending emails to executives, he hits a wall with Amazon’s customer service.
Help! American Airlines downgraded me and then refused a refund
When Laura MacLennan’s business class seat breaks, she’s sent to economy class. An American Airlines agent promises a refund and $500 in compensation, but it never comes through. Can she recover the money — or was this a case of a broken promise?
Aer Lingus withholds a full refund after a flight cancellation. What should I do?
After Aer Lingus cancels James Jones’ flight from Paris to Philadelphia, he requests a full refund. The airline shorts him by $744 and then it stops responding to his emails. What can he do to get the money back?
Help! Airbnb banned me for life — but won’t say why
After Airbnb bans Kevin Donovan for life, he tries to find out why. But Airbnb won’t tell him. Will it tell this consumer advocate?
DirecTV charged me a $40 fee almost a year after I canceled — what can I do?
George Cleveland cancels DirecTV, but it hits him with a $40 fee 10 months later. Can a company charge you for a fee it never mentioned?
Why is Sixt charging me $794 for a tow I never requested?
All Brian Dunn needed for his business trip was a reliable rental car. Instead, he got a Nissan Sentra from Sixt that was unsafe to drive. And when he tried to return it, the car rental company slapped him with a $794 tow charge he never authorized.