CUSTOMER SERVICE Archives

Carolyn Hoke's anticipation for a serene seven-night river cruise from St. Louis to Minneapolis with American Queen Voyages turned into a prolonged ordeal of frustration and uncertainty. After the unexpected cancellation of her cruise in November 2022, Carolyn found herself ensnared in a seemingly endless wait for a refund of $10,126. Despite her persistent efforts, including calls to the company, escalations to the accounting department, and complaints to the Florida Division of Consumer Service, the refund remained elusive. As she navigated the maze of customer service apologies and bureaucratic dead ends, the ominous shadow of the company's potential bankruptcy loomed large, threatening to engulf her hopes of reclaiming her hard-earned money. This tale of perseverance against the tides of corporate negligence unfolds as Carolyn, with the help of consumer advocacy, confronts the daunting challenge of securing her refund from the brink of a collapsing cruise line.

Help! American Queen Voyages canceled my cruise but kept my $10,126

March 21, 2024March 1, 2024 by Christopher Elliott

Carolyn Hoke has been waiting more than a year for her refund from American Queen Voyages for a canceled cruise. Why is it taking so long — and how can she speed up the process?

Elaine Simmons' cruise vacation turned into a nightmare when her NCL flight reservation vanished. Left scrambling at the airport, she paid an exorbitant $1,796 to secure alternative tickets. Despite pleading with NCL for reimbursement, they directed her to their travel insurance provider, AON, which rejected her claim. Even disputing the charge on her credit card proved futile. Exasperated and out of options, Elaine sought mediation. With resolve, she turned to an advocacy team, hoping they could compel NCL to take responsibility for their oversight and compensate her for the unexpected expense.

I paid an extra $1,796 to get to my cruise. Why won’t NCL reimburse me?

September 5, 2024February 28, 2024 by Christopher Elliott

After Elaine Simmons’ flight reservation is lost, she pays an extra $1,796 to get to her NCL cruise. Why won’t the cruise line help her recover the money?

Marcia Krantz's dream vacations turned into nightmares with Celebrity Cruises, first to the Galapagos and then Europe. Faced with unbearable cabin temperatures, health issues, and an unsympathetic response to a family tragedy, Krantz seeks a refund or credit. Celebrity Cruises promises luxury and exceptional experiences, yet Krantz's adventures fell short. As we delve into the intricacies of what Celebrity guarantees versus the reality of Krantz's experiences, we confront the challenging question: does she deserve compensation for her grievances, and if so, what form should it take?

Can I get my money back for a bad cruise?

October 3, 2024February 26, 2024 by Christopher Elliott

Marcia Krantz wants her money back for her Celebrity cruise. She sailed to the Galapagos last year but didn’t enjoy it. And then her replacement cruise to Europe also tanked.

Diego Vega found himself unwittingly enrolled in Uber One through a Capital One offer, facing charges for a service he never wanted. Despite attempts to unenroll, both companies were unresponsive, leaving him trapped in a subscription nightmare. This story explores the ease of signing up for such memberships, the challenges in canceling them, and the relentless marketing that follows. It highlights the crucial steps to cancel unwanted subscriptions and the importance of vigilance with credit card offers. An investigation into Vega's situation reveals a surprising twist, offering a resolution and shedding light on consumer rights.

I never ordered Uber One. Please help me get my money back!

March 16, 2024February 23, 2024 by Christopher Elliott

Diego Vega is signed up for Uber One. He has no idea how he’s been enrolled in the monthly $9.99 membership, but he does know one thing: He wants to un-enroll. But how?

Leah Page's car rental experience turned sour when Thrifty charged her an extra $250 for an upgrade she never requested. Despite her efforts to resolve the issue, Thrifty's responses were frustratingly inconsistent. As Leah navigated the maze of customer service, she wondered if she would ever see her money again. With the situation seeming hopeless, she reached out for expert help. Could an advocate cut through the red tape and secure a refund for Leah, or was her $250 lost forever?

Oh no! Thrifty charged me an extra $250 for a car rental upgrade. Can I get a refund?

May 27, 2024February 21, 2024 by Christopher Elliott

When Leah Page picks up her rental car from Thrifty, it charges her a $250 upgrade fee. Can it do that without her permission? And how can she get a refund?

After UPS loses Vanessa Armendariz' return package to Amazon, she can't get her money back. Whose responsibility is this? And should she have to pay for someone else's mistake?

UPS lost my package! But is Amazon’s resolution fair?

August 10, 2024February 16, 2024 by Christopher Elliott

After UPS loses Vanessa Armendariz’ return package to Amazon, she can’t get her money back. Whose responsibility is this? And should she have to pay for someone else’s mistake?

I canceled my cruise, but my $19,148 credit card claim is lost at sea

August 8, 2024February 14, 2024 by Christopher Elliott

Brent Feinberg and his wife cancel their cruise after a medical emergency. Why won’t their credit card cover their $19,148 loss?

When faced with a hotel room downgrade, it's crucial to document everything and communicate your concerns to the hotel immediately. If unresolved, escalate the issue by writing to customer service or the hotel's higher management. For unresolved cases, consider contacting consumer protection authorities. Booking platforms often lack rigorous quality control, leading to discrepancies in room descriptions. Advocacy and persistence can help secure fair compensation or refunds, emphasizing the importance of knowing your rights and the hotel's obligations for a satisfactory resolution.

Chased out of his hotel for complaining about a small room. Is this enough compensation?

November 18, 2024February 12, 2024 by Christopher Elliott

Jimmy Lim thought he’d booked a suite for his family in Hong Kong through Booking.com. He ended up getting chased out of the hotel after complaining about the size of his rooms. Now he wants a refund — and, of course, he isn’t getting it.

The touchscreen on Satoaki Omori's new HP Envy laptop doesn't work, and the computer has been discontinued. Can he get a full refund -- or a replacement?

Help! My HP Envy doesn’t work. Can I get a replacement or a refund?

November 8, 2024February 9, 2024 by Christopher Elliott

The touchscreen on Satoaki Omori’s new HP Envy laptop doesn’t work, and the computer has been discontinued. Can he get a full refund — or a replacement?

Justin Brog was abruptly banned from Airbnb and all his upcoming reservations canceled, accused of falsifying his Airbnb account identity, though he claimed innocence. His appeals were quickly denied. It turned out someone had created a fake Airbnb account impersonating Brog, likely triggering Airbnb’s automated security systems to deactivate his real account. After contact from our advocacy team questioning the ban, Airbnb reinstated Brog upon realizing their mistake. But with largely automated customer service, could false bans of Airbnb accounts happen more easily? The system seems prone to abuse or error without sufficient human oversight.

The secret of disabled Airbnb accounts: Is it sabotage?

May 20, 2024February 5, 2024 by Christopher Elliott

Why is Justin Brog banned from Airbnb? He’s been a model guest and receives excellent reviews from Airbnb hosts, so there’s no reason Airbnb would disable his account.

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