I recently took a trip with United airlines. Traveling from Houston, TX IAH to Durango, CO with a layover through Denver airport. Initially, my layover should have been 45mins. It ended up going into five hours, with multiple gate changes. I am a senior and was traveling alone. I attempted to get another flight at the airport with the attendant at the gate, however they handed me a card with a QR code and said I had to use that method of contact. I tried, no one ever answered. Therefore, I was stuck through the duration of five hours of waiting for my one hour flight to DRO airport in Durango, CO. I missed my family event. In addition, family waiting at the airport waiting for my arrival missed our event waiting for my arrival. We were to drive from Durango to Pagosa, CO which was an hour from the airport. I immediately contacted United once I was finally able to arrive in Pagosa. I was advised they could not do anything until the entire flight was completed. Meaning, I returned home. Once I did, I filed a complaint and asked for a refund on my ticket explaining everything. They offered me 2500 miles to which I declined. For all the anxiety, for myself and family and missing my family event that is not appropriate compensation. Please, does anyone have feedback? Offer advice on how to elevate this to seek reimbursement on this situation please.

Thank you.

Writing on here on the advice of Chris Elliott---My wife's daughter is mentally ill and has a young child. She had gone "off her meds" twice and we had to care for the child on an emergency basis. In booking our annual trip to Maui I was told that the daughter was acting "a bit odd" so I did something I had never done before, I bought flight insurance. Fast forward: she's off her meds and we have the child, an exhausting four year old. Travel is out. I contact Alaska to cancel the flights and they tell me that insurance will void unless I cancel the flights through Allianz Global(?). I call Allianz and they tell me that my situation isn't covered. But I notice something generally categorized as "Legal" and because we are in court to get legal temporary guardianship (required for medical and other reasons) I check that box. The daughter is currently hospitalized if that works. I had no idea that travel insurance was so narrowly defined. Am I out of luck? Thanks for anything you have to offer.

Media question from Peter Porcaro

Company you have a question or a comment about: Alitalia

Our flight from Rome, Italy to Catania airport on ITA Airways was cancelled on 9/14/2026 due to eruption of Mt Etna. We were re-booked on a flight that day to Palermo airport, our bags never showed up. We rented a vehicle and proceeded to drive over 1100km over the next 5 days trying to relocate our bags as the airline was absolutely no help at all. We had to drive from Agrigento where we were staying to Palermo airport twice (314km roundtrip) and to Catania airport (330km roundtrip) and only found our bags because we made those trips. The person at Catania airport told us our bags had been delivered to Palermo airport which is why we had to make the 2nd there. The airline has been completely non-responsive. I have called numerous times and sent at least 4 emails to ITA Airways, all of which have been responded to with re-directing me to somewhere else or advising the email address I sent to is no longer active. I was never given a copy of my PIR report (because the extremely rude agent was overwhelmed with the 40 plus people trying to file a claim at midnight) but I have the code which is: CBSAA73263. I spent 3 hours filling out their lost baggage form yesterday only to be told that PIR code is not found. The last email I got from them indicated that my "case was closed" and they gave me a Report #0631-6144. Ironically, I called the automated line today and had to speak the PIR code, if incorrect, I would not have been put through. I was however allowed to proceed using that PIR code and the recording says my bags have not yet been found! A complete runaround! I am aware of Montreal Convention law and the 21 days from when my bags were found to submit a claim, I am currently in day 17, however I have printed out time stamped emails that I sent to them and the responses I got from them. Clearly they are ignoring all of my emails!

What's your desired resolution? My wife and I would like to be reimbursed for the expenses we incurred as result of our luggage being lost. Those expenses include the rental of a vehicle, the gas used, clothing and essential purchases and a new piece of luggage that they damaged as well as the necessity to rent an airbnb in Palermo. Additionally, while there may be no monetary value I can attach, the hoops they put us through on 9/14/2026 certainly deserve some sort of compensation. They made us wait a total of 6 hours on lines needlessly because of mis-information. I will gladly add the pretty long specific description of events that I tried to send them in my online claim if it helps or is needed. I also have copies of all receipts or credit card charges for all purchases

Hello Christopher and Elliott Advocacy Community,

I’m posting here as requested because I’m hoping you can help me with an unresolved dispute with Avis Budget Group after a rental at Westchester County Airport (HPN) in New York.

I have tried repeatedly to resolve this directly with Avis, but I continue to get rejected without what I believe are basic questions about the claim being answered.

The rental

• Rental Agreement: #657649285

• Avis Claim: #2690294414

• Vehicle: 2026 Volvo XC90 SUV

• Original amount claimed: $9,647.41

• Current amount claimed: $19,970.70

What concerns me most is that there are several significant discrepancies in Avis's own records.

1. Avis identified the wrong vehicle

The vehicle I rented and returned was a 2026 Volvo XC90 SUV.

However, Avis's original damage demand and Page 8 of its claim dossier identify the vehicle as a Volvo V90 Cross Country.

I have pointed this out to Avis, but I have not received a meaningful explanation for why the vehicle is incorrectly identified in the claim documents.

2. There are 693 unexplained miles

This is probably the biggest issue that I have been unable to get an answer about.

When I returned the vehicle, my return receipt showed 5,115 miles on the odometer.

Later appraisal documents provided by Avis show the vehicle at 5,808 miles.

That's a difference of 693 miles.

I had already returned the vehicle, so I don't know how or why those additional miles were put on it. At that point, the vehicle was in Avis's possession.

I have repeatedly asked Avis to explain those 693 miles, but I still don't have an answer.

3. Avis increased the claim by more than $10,000 after telling me it wouldn't

On June 19, 2026, Cindy Hepler, a Central Recovery Specialist with Avis, told me in writing that no further estimates or supplementals would be created.

I relied on that statement.

Despite that, Avis later created something called "Supplement 1" and increased the amount being demanded from $9,647.41 to $19,970.70.

That's an increase of $10,323.29.

I have asked Avis for a clear, itemized explanation of how and why the amount more than doubled, especially after I was told there would be no further supplementals. I have not received a satisfactory explanation.

4. I was also denied the opportunity for a pre-repair inspection

I disputed the damage claim and requested the opportunity to inspect the vehicle before repairs were made.

I believe Avis's handling of that request violated the inspection rights provided under N.Y. GBL § 396-z.

Where things stand now

After trying to resolve everything with Avis, I reached the point where I could no longer get the issues addressed internally.

On October 5, 2026, Avis Executive Client Relations gave me a final rejection. They declined to reopen the matter or address the discrepancies I had raised.

I have since taken the matter to the Westchester County District Attorney's Office, Frauds & Consumer Protection Bureau, following a referral from NYC DCWP.

I also have complaints open with:

• New York State Attorney General: Ref. #1-1370276562

• BBB: ID #25327137

What I am asking Avis to do

At this point, I am simply asking Avis to take a fresh look at the claim and reconcile its own records.

I would like Avis to:

• Reopen and audit Claim #2690294414;

• Explain why the wrong vehicle is identified in the claim documents;

• Explain the additional 693 miles recorded after I returned the vehicle;

• Provide a complete explanation and itemization of the increase from $9,647.41 to $19,970.70;

• Address the written June 19 commitment that no further estimates or supplementals would be created;

• Cancel the disputed $19,970.70 balance;

• Confirm that I owe $0; and

• Make sure this disputed claim does not result in the suspension or loss of my Avis Wizard Profile.

I travel every week for work, so losing access to my Avis account would create a serious problem for me.

I'm not asking for special treatment. I just want Avis to review the records, explain the discrepancies, and correct the claim if the records don't support what they are charging me.

I have kept the rental agreement, return receipt, claim documents, appraisals, correspondence, and records from the agencies I've contacted, and I can provide them if needed.

Thank you, Christopher and everyone in the Elliott Advocacy community, for taking the time to read this and for any guidance you can provide.

Airbnb punished me based on messages I never sent after I wrote an honest review about a genuinely terrible stay with a defensive host.

What happened:

My wife and I got married on September 1, and this trip was our honeymoon. We'd spent months planning it, and Istanbul was the last stop. We booked a spot in Beyoğlu (Sep 25–29) because the listing promised a quiet residential area.

It wasn't. On our first night, bass-heavy music from a festival at Galataport started up and didn't stop. It woke us at 3 AM Friday, ran until midnight Saturday, and came back again Sunday. The host told us the venue was 1.5–2km away. We could see it happening from our balcony. When we raised it, we were told it was unlikely to be the festival, and even after I sent him video, he said there'd be no festival the next day. There was.

We ended up sleeping on a mattress in the living room, on our honeymoon. On top of that, the bathroom and bedroom smelled of sewage, the bedroom AC barely worked, and there was no wifi in the bedroom.

Every time I raised something, I stayed calm and sent evidence. Every time, it was downplayed or doubted. Zero sympathy, just telling us we were being difficult and had an “accusatory tone.” I’ve never be spoken to like that from a host in over 40 stays. Before arrival, he offered to arrange our airport transfers and asked for our return flight details. The night before we left, he told us the transfer only covered arrival then argued the semantics/wording. When I pushed back, he accused me of bad faith and said that had he known how we'd communicate, he wouldn't have accepted our booking. We were guests, and we were being treated as a problem for pointing out things that were true.

After checkout, I wrote an honest review. Airbnb removed it, saying it was "pressure or coercion." I had never mentioned a review to the host. I asked once, politely, for a one-night goodwill refund, and when he said no, I accepted it. That was the end of it.

How I Found Out:

For days, Airbnb Support told me only that my review was removed for "pressure or coercion," that the whole review counted as coercion, and that there was no appeal process. Nobody would tell me what evidence they'd used.

So I wrote to Gus Fuldner, Airbnb's Head of Global Operations. My case went to Executive Escalations, and a Senior Case Manager finally told me the basis for the removal: WhatsApp messages the host had submitted, supposedly from me. They quoted me saying, "I've already written a negative review, if you don't refund me for three nights, I'll post it," along with a profane threat.

I never sent those messages. I never wrote that, I never mentioned a review to this host, and I never asked for three nights. There is no such conversation on my phone or my wife's. The only refund I ever asked for was one night, once, politely, and I accepted his no.

Those messages did not come from me. Someone made them look like they did, and Airbnb accepted them without checking them against my phone number, then punished me on the strength of them.

Why this is wrong:

• It doesn't match Airbnb's own policy. Airbnb defines coercion as threatening or trading a review for something. I never did either.

• The same facts were judged in opposite directions. After my review came down, the host posted one about me built around the same refund request, claiming I left the place dirty. His stayed up, and my two disputes against it were denied.

• Airbnb's own Resolution team sided with me on the transfer dispute with this same host and reimbursed my fare.

• There's no way to correct an error. Support told me there's no appeal, so unverified screenshots decided the outcome.

Where it stands:

My case is with Executive Escalations. The host was given 24 hours to submit more evidence, and he did. Airbnb says a decision is due October 8. I've asked what he submitted and whether I'll get to respond to it before a decision is made. A warning was also placed on my account, and I've asked for it to be marked as disputed while the review is ongoing.

What I'm asking for

1. The warning removed from my account

2. My review reinstated

3. The host's review of me removed

4. Written confirmation that the messages weren't sent from my number

I'm happy to share the full paper trail, including emails, the host's messages and my noise videos.

My family booked a 8 seater on Halifax through Turo. It was a 2013 Odyssey with 235k miles. Two hours in the drive and there was smoke from the ar. We had to abandon (after calling Turo- and the vehicle owner) and take a taxi to our hotel in Moncton. Turo promised to reimburse the taxis. So far they have not despite multiple reminders.

In a follow up call they also promised to reimburse our return trip from Moncton to Halifax asbyh I could not provide any alternative vehicle. Again they are now denying this.

They have now Infact filed a claim stating that we drove while the engine was HOT and that caused the engine to fail. They have already swiped 4,900 Cad from our credit card with no response on how a renter can be responsible for a coolant leak that caused the engine damage.

Any help / suggestions are appreciated . Posing here is an email trail with regards the false claim::

Hello Abhinav,

Thank you for contacting Turo, this is Celeste from Turo Claims. I hope this email finds you well.

Regarding your emails, I understand your concerns about your financial responsibility and I'll be more than glad to explain this point better for you.

According to the certified mechanic diagnosis, the car suffered catastrophic head gasket failure from prolonged, active overheating. The dashboard temperature gauge and warning lights would have been visibly active for a significant period before the engine smoked and died on the highway. Continuing to operate the vehicle under active overheating conditions constitutes driver negligence, directly resulting in total engine failure. 

Taking into consideration those points, you are liable for engine replacement costs due to negligence/continued operation after overheating warnings. As a friendly reminder, as per our Terms of Service, the guest that booked the trip (“primary guest”) is financially responsible for all physical damage to or theft of a booked vehicle that occurs during a trip, plus any additional costs and fees resulting from damage of any kind to the vehicle, regardless of who is found to be at fault.

Having said this, as the diagnostic confirms that the claimed damage occurred during the trip, I am afraid that the coverage decision stands and we cannot forward your case for further review.

In case you have any questions, please don't hesitate to contact us.

All the best,

Celeste

Turo Claims Associate

From: "Abhinav Behari" <[email protected]>

Subject: Re: Turo Claim Payment 1052064

Date: 10/06/2026 1:55 PM

To: <live-replyto-11030.1f5f158e-c1ee-43ed-93b9-74b4e9d5fe19@email.prod.us.origamirisk.com>

Also on top I have also asked for call recordings made the day and over the next few weeks multiple times and have not received a response yet. 

Please escalate to your PIPEDA compliance team and never heard back. 

Regards,

Abhinav 

On Tue, Oct 6, 2026, 5:11 a.m. Abhinav Behari <[email protected]> wrote:

Hi

As the primary reason stated in your attachment is a coolant leak, how is that caused by the driver/renter? 

A coolant leak was possibly caused prior to the rental  (2 hours) and is not something tgat can physically inspected before.

What proof does Turo have that the leak was not there before? 

Intact this was a safety hazard putting me and family at risk

Thanks

On Mon, Oct 5, 2026, 1:28 p.m. Turo <[email protected]> wrote:

The following links can be used to download the file attachments related to this email. These links will be good for 7 days. Please download the files before they expire.Nilesh's Rental.pdf (190 KB)Troubleshoot - 504607 - HONDA - Odyssey - 2014.pdf (37.9 MB)Diagnosis report.pdf (2.9 MB)pre odometer.jpg (54 KB)

Hello Abhinav,

 

Thanks for your patience while we reviewed your damage claim. We’ve determined that this claim is eligible for coverage.

 

In this email, I’ll break down the cost of the claim. Then, I’ll let you know your balance due. Finally, I’ll offer some suggestions for how you may be able to reduce your out-of-pocket costs.

 

As a reminder, your protection plan is voided. That means you’re fully financially responsible for this damage claim. The reason why physical damage in voided is because the protection does not cover mechanical damages.

 

Breakdown of claim costs:

The total cost of this claim is: $4,841.16 

• Damage amount: $4,741.16 

• Processing fees: $100.00

 

Balance due:

You’ve already paid: $00.00. The amount you owe for this claim is: $4,841.16. 

 

We’ll charge your payment card for the amount owed in about 48 hours. If you paid for your trip with Apple Pay or Google Pay, you’ll need to add a payment card to cover these charges. If you paid for your trip with a debit or credit card, add a new card to your account if the card on file can’t cover the charges. 

Please keep in mind that a supplement might be needed based on the repair shop’s inability to complete the repairs within the estimated repair cost. We’ll let you know if this happens and if there are any additional damage costs to you.
 

You may be able to reduce your out-of-pocket costs if:

• you have personal automobile insurance 

• you were using the Turo vehicle for business purposes

• anyone in your household has an insured vehicle

If any of the above conditions apply, please reply to this email and let us know. If you have it, send us the name of the insurance carrier and policy number. Otherwise, send us the information you do have, and we’ll work with you to find a policy to cover the loss. Your personal insurance may help reduce your out-of-pocket expenses, follow this link to complete the insurance intake form, Axle.

 

I’ve attached the estimate and damage photos for your records. 

All the best, 

Carlos

Turo Claims Associate

Replies to this email message will be saved with our email records.

Replies to this email message will be saved with our email records.

Hi

Why did the car over heat, were there existing mechanical issues with the car? In all my driving h history I have never heard of a well maintained car suddenly overheat. Have you? 

Can you please clearly state how long the car was driven when over heated? We were on a highway and as such stopped at the closest safe point. 

Regards

Abhinav 

Hide quoted text

On Wed, Oct 7, 2026, 2:56 p.m. Turo <[email protected]> wrote:

Hello Abhinav,

Thank you for contacting Turo, this is Celeste from Turo Claims. I hope this email finds you well.

Regarding your emails, I understand your concerns about your financial responsibility and I'll be more than glad to explain this point better for you.

According to the certified mechanic diagnosis, the car suffered catastrophic head gasket failure from prolonged, active overheating. The dashboard temperature gauge and warning lights would have been visibly active for a significant period before the engine smoked and died on the highway. Continuing to operate the vehicle under active overheating conditions constitutes driver negligence, directly resulting in total engine failure. 

Taking into consideration those points, you are liable for engine replacement costs due to negligence/continued operation after overheating warnings. As a friendly reminder, as per our Terms of Service, the guest that booked the trip (“primary guest”) is financially responsible for all physical damage to or theft of a booked vehicle that occurs during a trip, plus any additional costs and fees resulting from damage of any kind to the vehicle, regardless of who is found to be at fault.

Having said this, as the diagnostic confirms that the claimed damage occurred during the trip, I am afraid that the coverage decision stands and we cannot forward your case for further review.

In case you have any questions, please don't hesitate to contact us.

All the best,

Celeste

Turo Claims Associate

From: "Abhinav Behari" <[email protected]>

Subject: Re: Turo Claim Payment 1052064

Date: 10/06/2026 1:55 PM

To: <live-replyto-11030.1f5f158e-c1ee-43ed-93b9-74b4e9d5fe19@email.prod.us.origamirisk.com>

Also on top I have also asked for call recordings made the day and over the next few weeks multiple times and have not received a response yet. 

Please escalate to your PIPEDA compliance team and never heard back. 

Regards,

Abhinav 

On Tue, Oct 6, 2026, 5:11 a.m. Abhinav Behari <[email protected]> wrote:

Hi

As the primary reason stated in your attachment is a coolant leak, how is that caused by the driver/renter? 

A coolant leak was possibly caused prior to the rental  (2 hours) and is not something tgat can physically inspected before.

What proof does Turo have that the leak was not there before? 

Intact this was a safety hazard putting me and family at risk

Thanks

On Mon, Oct 5, 2026, 1:28 p.m. Turo <[email protected]> wrote:

The following links can be used to download the file attachments related to this email. These links will be good for 7 days. Please download the files before they expire.Nilesh's Rental.pdf (190 KB)Troubleshoot - 504607 - HONDA - Odyssey - 2014.pdf (37.9 MB)Diagnosis report.pdf (2.9 MB)pre odometer.jpg (54 KB)

Hello Abhinav,

 

Thanks for your patience while we reviewed your damage claim. We’ve determined that this claim is eligible for coverage.

 

In this email, I’ll break down the cost of the claim. Then, I’ll let you know your balance due. Finally, I’ll offer some suggestions for how you may be able to reduce your out-of-pocket costs.

 

As a reminder, your protection plan is voided. That means you’re fully financially responsible for this damage claim. The reason why physical damage in voided is because the protection does not cover mechanical damages.

 

Breakdown of claim costs:

The total cost of this claim is: $4,841.16 

• Damage amount: $4,741.16 

• Processing fees: $100.00

 

Balance due:

You’ve already paid: $00.00. The amount you owe for this claim is: $4,841.16. 

 

We’ll charge your payment card for the amount owed in about 48 hours. If you paid for your trip with Apple Pay or Google Pay, you’ll need to add a payment card to cover these charges. If you paid for your trip with a debit or credit card, add a new card to your account if the card on file can’t cover the charges. 

Please keep in mind that a supplement might be needed based on the repair shop’s inability to complete the repairs within the estimated repair cost. We’ll let you know if this happens and if there are any additional damage costs to you.
 

You may be able to reduce your out-of-pocket costs if:

• you have personal automobile insurance 

• you were using the Turo vehicle for business purposes

• anyone in your household has an insured vehicle

If any of the above conditions apply, please reply to this email and let us know. If you have it, send us the name of the insurance carrier and policy number. Otherwise, send us the information you do have, and we’ll work with you to find a policy to cover the loss. Your personal insurance may help reduce your out-of-pocket expenses, follow this link to complete the insurance intake form, Axle.

 

I’ve attached the estimate and damage photos for your records. 

All the best, 

Carlos

Turo Claims Associate

Replies to this email message will be saved with our email records.

Replies to this email message will be saved with our email records.

We booked a couple hotel stays through carsandstays.delta.com. We had to cancel our trip entirely due to my wife and I both catching a bad virus. The hotels would not work with us directly on the cancellation/refund, so we went through a chat agent on the Delta site. They were able to "negotiate" 1/2 refund for the first hotel (2 night stay at the Hampton Inn Downtown Providence) but 0 for the second hotel (3 night stay at the Hyatt House in Waltham MA) even though we cancelled more than 24 hours in advance of the arrival date. We called the Hyatt House directly and spoke with a manager who said she couldn't help us because the hotel was actually booked through Expedia and was pre-paid. We are confused by this Hotel-Delta-Expedia connection. Would not have booked using Expedia as we've heard so many bad things about them. We feel fooled and ripped off and never plan to use a third party booking site again. Has anyone had any luck getting a refund or credit in a similar situation?

I returned a camera I left my 569 dollar memory card in it I called the store the next day to ask was it still there they said yes I return the next day to the store to retrieve my memory card I waited a hour why they look for the camera I was told the camera was stolen then the manager said it was nothing she could do but file a police report, I also filed a police
report I got in touch with cooperate who said they can't say for sure if the memory card was in there so they offered 50 dollars I refused it because
not only was memory card in the camera it had pictures & videos on that memory card

I booked a vacation through Costco travel to Maui. When the final itinerary was sent to me I realized my first class seats were not listed and when I reached out to an agent at Costco travel he told me nothing could be done at this point but if he booked the first class tickets he would certainly have secured seats for me, 82 years old and my travel partner, 87 years old together.

I had no choice but cancel my 20.5K vacation. The penalty I endured is $1936.

I feel Costco should reimburse me for the full amount. So far only $400 is offered

I have frozen my Experian acct and when necessary, am able to unfreeze it. But for some reason, the phone number associated with the acct is off by one digit (I may have entered in wrong originally but don't think so.) Anyway, all attempts to correct the number have proved fruitless. It requires a txt code to that number - so of course doesn't work - or an eMail code. The eMail code never arrives. You can not call Experian - a never ending voice tree - and messages so far have never been addressed. Any thoughts on fixing this phone number issue?

Someone accessed my account while I was asleep, and at exactly 4:27 AM on...

On October 6th, all my Meta accounts (Instagram and Facebook) were permanently deleted.

They were disabled due to issues involving minors—something for which I have absolutely no

explanation. I cannot contact Meta in any way, nor have I received an

explanation of what happened; I only know that I lost access to my account.

The night before, when I woke up, I found emails stating that all my

accounts had been deactivated at 4:27 AM. I appealed the decision, but they

refused to help. Please, I need to get them back; this is all a mistake.

Hello, I’m looking for guidance about my permanently locked Snapchat account.

My main goal is to get my account back. My Memories also contain irreplaceable photos and videos of deceased relatives and friends, so recovering that content is extremely important to me.

I’ve sent Snap’s privacy team a request for my retained data and asked them to preserve it while processing my request. I sent this today and am awaiting a response. The BBB has also confirmed that it forwarded my complaint to Snapchat.

I submitted Elliott Advocacy’s help form and received an email requesting my correspondence with Snap. Is there an advocate here who can help me understand the next steps toward an account review and recovery of my Memories?

Thank you,

Tyler

Here are a few of the pictures it won’t let me upload videos

I’m seeking help with an issue involving Extended Stay America near Cleveland Airport on Emerald Parkway.

I paid approximately $647 for a room advertised/booked as a two-double-bed room with a kitchenette and amenities. When I arrived, Extended Stay gave me a single-bed/twin-size room without the kitchenette and amenities I had paid for, despite apparently knowing they no longer had the room type I reserved. I was not properly informed before being placed in the different room.

The room also had a bug/pest problem, and was not clean which made the situation even more unacceptable, especially because I was traveling with my children. I paid for a specific room type and received substantially less than what I purchased, while still being charged the full amount.

I have been trying to get this resolved with Extended Stay, but I feel I have not received an adequate response or refund for the difference in what I paid for versus what I actually received.

I’m hoping Elliott Advocacy can help me determine what my rights are and how to escalate this with Extended Stay America to obtain an appropriate refund.

My friend and neighbor suggested you might be a resource to help us get AA to pay attention to our problem. 

My Partner Nancy Hand and I booked first class “fully refundable” tickets for a June 10th trip to Portland Maine from Tucson AZ but were unable to take this trip because of a medical problem. American Airlines is denying a refund to my credit card and instead offering us trip credits. These two tickets were $1860.36 each for a total on my credit card of $3720.72. 

We have been making all of our travel plans for the past year with the more expensive “fully refundable” tickets ever since Nancy’s mother was diagnosed with cancer. She had a recurrence shortly before our June 10th departure. Nancy has been spending 24 hours a day caring for her mother in California since late May and I have been traveling back and forth from our home in Tucson as often as possible. 

As you may be aware it is impossible to speak with anyone at American Airlines Refund department so we have been sending emails. Their replies have always been the same stating “our tickets were issued as standard non-refundable and are only eligible for trip credit”.  

Nancy and I both were on the phone with the agent who made the reservation and we clearly stated “that we wanted fully refundable tickets”. We asked three different times for the agent to verify that we were buying the fully refundable tickets and he assured us they were. 

The refund department did say that if we had a doctors written statement to confirm the medical condition on his or her letterhead, along with a birth certificate proving Nancy was related to the patient they could reassess with the medical exemption. We do not think we should have to do that extra work and divulge personal information to receive a refund for fully refundable tickets.

For my ticket I needed to prove we were married (we are not, we are committed partners for 15 years) in order to qualify. 

This is frustrating and offensive as we paid more for the tickets to avoid all of this hassle

This is emblematic of what appears to be a strategy on the part of American Airlines. The first line of action to request a refund is an anonymous email address, where it feels like your email goes into a black hole and they hope you forget to follow up as time passes with no response. The second line is the refund department, which repeats canned responses that don't actually respond to the specifics of the situation. It seems, based on this, and other past experiences of lesser monetary loss, that they do everything they can to avoid making refunds by making it as difficult, time-consuming, and annoying as possible to pursue a Refund.

I have emails to American AIRLINES explaining the situation along with their responses but wanted to see first if you had the time and interest to help us get them to do the right thing.

Chris Maglione

update:

Customer Service got involved and Refunds department still refused to investigate further. They are offering a trip credit for a fully refundable fare canceled due to a serious medical situation.

After calling and reporting to customer service team and sending many communication emails to Amazon, I still do not have my original prime account. I was recently made aware that after they in fact changed my email address on 9/19/2026, they changed it again to another email that is active. Any feedback is very helpful on the next steps to take.

I posted this as a comment a few days ago but the wording of the rules has me confused

“200% of your one-way fare, capped at $1,075, or 400%, capped at $2,150”

That cap makes no sense to me. The lowest fair I’ve flown in decades is ~$4000. I don’t fly domestic, all my flights are international.

That says I don’t get my fair back at all? Is that right? Or is it fair plus extra up to the cap?

Hi,

thanks for any help any of you might have for this.

There is an item on my "not yet shipped" page from Nov. 2024 that doesn't belong there. They've refunded me - that's not the issue. I want that item off that page - it's an error on my account.

I've been going around in circles in a dozen chats and one phone call with Amazon about this. They've given me multiple promises and no action. I finally emailed with the ecr email four days ago and no response.

I was finally told after HOURS of this song and dance over the last 4 months that they "can't" do anything about it. I don't believe that. Someone somewhere in their IT department can fix this error and get the item cleared off that page.

Usually their customer service is wonderful, but in this case, it's been horrifying. Again, thanks for any help in getting this resolved.

Completed process to list tickets for re-sale on stubhub. The listing has been, "pending" for a week. The concert is within a day, which I cannot attend. Multiple, daily interactions w/chatbot, both human and not, s-mails to their suggested e-mail, always mentioning that the value I can sell the tickets for continues to go down. None of them can figure it out, nothing but apologies from human agents and talk of having escalated several times to various of their internal teams, none of which any human chat agent can reach directly in any way - I've asked them. Have records of most interactions. Have now requested full refund for tickets and compensation for hours of time. Will also file complaint with credit card co. used to purchase the tickets. Any other suggestions welcome. Thank you.