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.
When Chris Skaggs checks into his vacation rental, he finds it uninhabitable. But can he get a refund of his Marriott Bonvoy points, which he used to make the reservation?
After Frances Dooley’s hotel booking is canceled, Booking.com says it will refund her new room’s higher cost. But then it goes silent. What can you do if a company breaks its promise?
Victoria Muenchow hits a deer while driving a Hertz rental van, files a claim through her credit card insurance, and waits 10 months for Hertz to send a $5,873 bill. After her insurance settles the bill, Hertz demands an additional $842 for “diminished value” but can’t provide documentation. Can she fight this fee — and win?
Allison Sanders prepays for her checked luggage on a Frontier Airlines flight from Denver to Orlando. But the airline charges her for her bags twice. Now it won’t refund her for the second charge. Can she get her second charge back?
When Michelle Marshall’s Turo rental gets repossessed, the car-sharing company offers her a partial refund. But what about her son’s expensive epilepsy medication? Is Turo responsible for that?
Latisha Thompson rents a car through Turo and is charged $500 for a paint job that she says was defective to begin with. Can she get a refund?
Harrison Coerver has a problem with his upcoming National Geographic tour. One of his days has turned into a more than six-hour journey from Hanoi to Luang Prabang. Can he get it changed back to a nonstop flight?
JetBlue loses Jean Michielli-Pendl’s bag for 43 days, ruining her 50th anniversary trip. At first, it offers just $181 to cover the cost of replacing necessary medications, clothing, and even a wedding dress. Is that enough?
When Ray Cook damages two tires on his Sixt rental car, the company promises to cover the expense of replacing them. But months later, he’s still waiting for his money.
Brian Landmann books award tickets on Lufthansa through United Airlines. But when United changes his itinerary, he’s left with an impossible connection. Can he get United to fix this?
