Christopher Elliott

Christopher Elliott is the founder of Elliott Advocacy, a 501(c)(3) nonprofit organization that empowers consumers to solve their problems and helps those who can't. He's the author of numerous books on consumer advocacy and writes three nationally syndicated columns. He also publishes the Elliott Report, a news site for consumers, and Elliott Confidential, a critically acclaimed newsletter about customer service. If you have a consumer problem you can't solve, contact him directly through his advocacy website. You can also follow him on X, Facebook, and LinkedIn, or sign up for his daily newsletter.

Glen Hartness faced an unexpected challenge after mistakenly booking the wrong night at a La Quinta hotel through the Priceline app. Despite promptly notifying both Priceline and the hotel, and receiving a cancellation confirmation from the hotel's front desk, Priceline refused to issue a refund. This frustrating situation highlights the strict enforcement of nonrefundable rates, even for honest mistakes. However, after escalating the issue, Priceline eventually agreed to process the refund, though the ordeal underscored the need for improved booking safeguards.

A Priceline booking problem leads to a nonrefundable hotel room — or does it?

July 27, 2024July 17, 2024 by Christopher Elliott

Glen Hartness books the wrong night at a La Quinta hotel through the Priceline app. Why won’t Priceline refund the erroneous booking?

When an airline loses your luggage, does it have to fully refund your expenses? That's what Adam Hirsch would like to know after Swiss International Airlines lost his luggage on a flight from Los Angeles to Venice, Italy.

Swiss lost luggage problem: Can the airline only refund me for half my expenses?

November 13, 2024July 15, 2024 by Christopher Elliott

When an airline loses your luggage, does it have to fully refund your expenses? That’s what Adam Hirsch would like to know after Swiss International Airlines lost his luggage on a flight from Los Angeles to Venice, Italy.

Airlines are surprising customers with unexpected kindness, such as shedding fees and offering free perks. This shift, influenced by government regulations and a surge in passenger complaints, aims to improve customer satisfaction and retain loyalty. While low-cost carriers like Spirit and Frontier lead this change, even legacy airlines are stepping up. However, experts warn that this newfound niceness might be short-lived and could eventually result in higher fares. Real, lasting change will only occur when passengers value service quality over cost, pushing airlines to consistently prioritize customer care.

Why are airlines being so nice to you?

July 15, 2024July 13, 2024 by Christopher Elliott

Airlines are shedding fees, giving away free stuff, and being extra nice to their customers. Has the world gone mad?

When Alaina Chargois orders an outfit from an online marketplace called Afrikrea, she receives the wrong item.

I returned my custom outfit to Afrikrea, but they kept my money!

July 15, 2024July 12, 2024 by Christopher Elliott

When Alaina Chargois orders an outfit from an online marketplace called Afrikrea, she receives the wrong item. Why can’t she return it?

Cathy Balsewich's travel advisor offers her an Apple Vacations voucher for $200 at a hotel in the Turks & Caicos. Why doesn't it work? And are tour operator vouchers worth the paper they're printed on?

This Apple Vacations voucher doesn’t work! Can I get my money back?

July 15, 2024July 10, 2024 by Christopher Elliott

Can you get a refund for your hotel room when your mattress is soiled? Meet one Hilton guest who wanted his money back.

My mattress was soiled. Can I get a refund from Hilton?

September 5, 2024July 8, 2024 by Christopher Elliott

Can you get a refund for your hotel room when your mattress is soiled? Meet one Hilton guest who wanted his money back.

Shirley Barchi doesn't want anyone to know she's American when she travels abroad.

These tourists don’t want anyone to know they’re American. Here’s why.

September 14, 2024July 6, 2024 by Christopher Elliott

Shirley Barchi doesn’t want anyone to know she’s American when she travels abroad.

After Laurence Bauman's closet collapses, he hires Beltway Builders to fix it. But soon afterward, the closet collapses again. Now the company wants him to sign a nondisclosure agreement. What's going on?

Overbilled for my closet repair! Should I sign this nondisclosure agreement?

July 13, 2024July 5, 2024 by Christopher Elliott

After Laurence Bauman’s closet collapses, he hires Beltway Builders to fix it. But soon afterward, the closet collapses again. Now the company wants him to sign a nondisclosure agreement. What’s going on?

If your airline changes your schedule and you ask for your money back, how do you get a refund? It should be automatic, but it isn't always.

How do I get a refund for my canceled Aerolíneas Argentinas flight?

July 4, 2024July 3, 2024 by Christopher Elliott

If your airline changes your schedule and you ask for your money back, how do you get a refund? It should be automatic, but it isn’t always.

If you asked for a refund but your refund hasn't posted to your credit card yet, you may be in trouble. Here's how to fix the problem.

My refund hasn’t posted to my credit card yet. What should I do?

October 25, 2024July 1, 2024 by Christopher Elliott

If you asked for a refund but your refund hasn’t posted to your credit card yet, you may be in trouble. Here’s how to fix the problem.