CUSTOMER SERVICE Archives

Catriona Garry misses her flight from Edinburgh to Boston because there's only one ticket agent at the airport. Can she get $1,200 in rebooking fees refunded?

Aer Lingus made me miss my flight. Then it charged me these booking fees!

July 11, 2025August 21, 2024 by Christopher Elliott

Catriona Garry misses her flight from Edinburgh to Boston because there’s only one ticket agent at the airport. Can she get $1,200 in rebooking fees refunded?

When Lesle Collins flew from Dallas to Denver, her luggage didn’t make the trip. Despite promptly reporting it to Frontier Airlines, she faced repeated delays and ultimately a denial of her claim due to a missed deadline. Collins insists she never received the necessary forms from Frontier, highlighting the importance of immediately filing a claim at the airport and keeping thorough documentation. While airlines like Frontier have strict timelines, they can make exceptions. After advocacy, Frontier reopened Collins' case, underscoring the need for persistence in resolving lost luggage issues.

Problem with luggage: I waited too long to file a claim with my airline!

May 12, 2025August 19, 2024 by Christopher Elliott

When Lesle Collins flew from Dallas to Denver last summer, her baggage did not. She tried to file a luggage claim — but she could not.

Traveling recently? You're not alone if you've encountered laughably bad customer service. I lost my credit card last week, and my bank botched the replacement, sending it to the wrong address. Now, I'm stuck on endless calls with unhelpful representatives. The travel industry isn't faring any better, with record complaints and declining service quality. Airlines, car rentals, and hotels are scoring low in customer satisfaction. As travel booms, companies are taking customers for granted. Learn why this is happening and what you can do to manage the situation effectively.

Want better customer service when you travel? You must be joking

January 13, 2025August 18, 2024 by Christopher Elliott

If you think customer service is a joke, you’ve probably been traveling recently.

Deirdre Stewart ordered six bras online and paid with PayPal, but received only two bras in the wrong size and a hideous shower curtain. Despite providing all required documentation, she has been waiting six weeks for a refund through PayPal’s Purchase Protection plan. After numerous frustrating interactions with PayPal’s customer service, including a disturbing call with a supposed supervisor, Deirdre reached out for help. With assistance, PayPal finally resolved her case, refunding her purchase. This bizarre experience highlights potential flaws in PayPal’s protection plan and the importance of documented communication.

I ordered bras, but they sent me a hideous shower curtain

August 20, 2024August 16, 2024 by Christopher Elliott

Deirdre Stewart orders six bras online but receives only two — plus a “hideous” shower curtain. Will PayPal’s protection plan help her?

Josephine Donatelli was charged $515 by Enterprise for a missing head restraint and hat shelf from her rental car. However, she insists she returned the vehicle exactly as she rented it. Enterprise sent the claim more than a month after the return, with insufficient evidence to prove it was her rental car, including no photos with identifying details like a license plate. After disputing the charge with her credit card company and contacting Enterprise, a representative apologized for the error and refunded the money, acknowledging the confusion and promising future rental credits.

Billed $515 for a missing head restraint on my rental car. But is this the right vehicle?

August 19, 2024August 14, 2024 by Christopher Elliott

Enterprise charges Josephine Donatelli $515 after it discovers a missing head restraint in a rental vehicle. But was it her rental vehicle?

Carolyn Allen's home in Saint Cloud, Fla., faced unexpected issues when the seals on her hurricane-resistant window blinds started melting and the door handles began to corrode. Despite multiple calls and emails to FAS Windows & Doors, only some handles were replaced, leaving the rest back-ordered for over a year. Carolyn's polite persistence yielded no response until she sought help from a consumer advocacy team. With their intervention, FAS Windows & Doors finally replaced the remaining door handles, highlighting the importance of persistence and the challenges of dealing with warranty issues and unique hardware replacements.

Help! The seals on my window blinds are melting

August 31, 2024August 9, 2024 by Christopher Elliott

Carolyn Allen’s window seals are melting. And now her door handles are corroded too. Can she get them replaced? And if so, how long should it take?

Rocco De Mella's recent journey with ITA Airways from Miami to Rome turned into a frustrating ordeal when a plane change resulted in the loss of his $160 seat upgrade. Despite promises of a prompt refund from multiple airline representatives, six months have passed with no resolution. Rocco's attempts to contact ITA Airways through various channels yielded no results, leaving him in limbo. However, a breakthrough came when a consumer advocacy site intervened, leading to the long-awaited refund. This case highlights the challenges passengers face with airline service changes and refund processes.

Downgraded on my ITA Airways flight. Why can’t I get a refund?

April 2, 2025August 7, 2024 by Christopher Elliott

When ITA Airways changes Rocco De Mella’s plane from Miami to Rome, he loses the seat upgrade he bought. An airline representative promises him a prompt refund. But six months later, the airline still has his money.

When Priya Engel checked into her San Diego vacation rental, she was met with cold water and no heat. Despite numerous calls to Vrbo and the property owner, the issues remained unresolved, forcing her to vacate early. Vrbo initially denied her refund claim, stating she didn't qualify under their Book With Confidence guarantee. Engel's persistence and documentation finally led to a full refund, raising questions about the necessity of explicit guarantees for basic amenities like heat and hot water in rental agreements.

No hot water and no heat in my Vrbo rental. Why can’t I get a refund?

August 31, 2024August 5, 2024 by Christopher Elliott

When Priya Engel turned on the shower in her San Diego vacation rental, the water ran cold and there was no heat. Repeated calls to the owner changed nothing, and now she wants her money back.

David Aronstein's Alaskan cruise took an unexpected turn when he contracted Covid-19. While the onboard medical team provided excellent care, he faced a new challenge upon returning home: a $750 bill for Paxlovid treatment. His insurance company required medical records to process the claim, but despite multiple attempts to obtain these from Holland America, David received no response. The cruise line directed him to fill out a release form and send it to their parent company, Carnival, but this yielded no results. David's perseverance highlights the importance of securing medical records immediately after treatment.

How do I get Holland America to send me my medical records? I keep asking.

January 6, 2026July 31, 2024 by Christopher Elliott

David Aronstein needs his medical records from Holland America. Without them, he can’t file an insurance claim for the treatment he received on a cruise. What’s the holdup?

Danielle Spivack, stranded in Tel Aviv due to war, struggles to get a full refund from American Airlines for her canceled flight. Despite her pleas, the airline insists on adhering to its policy, offering only a travel credit. Will she manage to convince them to make an exception? Read on to find out.

American Airlines canceled my flight. Why do I only get a partial refund?

July 30, 2024July 29, 2024 by Christopher Elliott

Danielle Spivack lives in Ramat Gan, a suburb of Tel Aviv. She had plans to fly back to the States late last year, but the ongoing war forced American Airlines to cancel her flight.

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