Backchannel

Verizon Monthly Charges

NOTE: All names are spelled as best we could by sounding out the Verizon employee names as spoken to us.

We have been Verizon customers for almost 20 years and since we bought our cell phones outright, our monthly bill has been approximately $93 for a long while. Our January 23 - February 22, 2025 bill rose to $114.77 which we paid timely but were confused. When our February 23 - March 22, 2025 bill arrived showing $113.32 due we paid it promptly but then started making phone calls. We called and spoke with Ava on 03/31/25 at 10:40am. She said due to our years of loyalty she could offer a "best loyalty discount" but had to check with her team. After checking with her team, Ava let us know that our bill would be $93.32 which would expire in one year. However, she indicated Verizon would renew this deal as long as we reached out when the year expired. Ava said our monthly bill would be $93.32 going forward.

Our March 23 - April 22, 2025 bill arrived and noted $93.10 due which we promptly paid and until the end of the year $93+ was indeed our monthly charge. We promptly called at the end of the one year "best loyalty discount" to renew as Ava had instructed. When our bills began to jump past $93 we called on 04/29/26 and spoke with Syaps, who indicated we would receive an email or text with directions to securing our "12 month loyalty discount". Syaps stated that for now they would provide a $10 credit as we wait for the loyalty discount to be applied. On 05/13/26 we again called at 3:45pm and Emily stated an email had been sent, however, we informed we had not received/seen one. Our April 23 - May 22, 2026 bill arrived and indicated we owed $113.91 (with a $10.10 "balance from last bill" discounted) with $103.81 due. As usual we paid promptly in anticipation our next bill would be back to the $93+ amount.

We called at 2:30pm on 06/01/26 and spoke with Emcee. She promised that she was authorized to give us an amount due of $87 monthly as long as we retained both Verizon and Fronteir. We have. On 07/01/2026 we called and asked for a supervisor. We were transferred to Sky who informed that our loyalty program had expired on 04/22/26 even though we had called to renew as Ava recommended the previous year. He indicated if we switched to the Verizon simplicity plan we would be credited $10 each line for a loyalty discount bringing our monthly bill to $81.94. We agreed but he said we needed to go to the Verizon store to set up auto pay for the $87 monthly charge. We told him (as we had explained to all others) we are an elderly couple and this was not going to be something we could do. He stated we could go into our Fronteir account and since, again we are an elderly couple who are not internet savvy, he said he would do this for us. He indicated he was successful and this assistance was a one time thing.

On 07/31/26 we called and spoke to Hannah since our bill did not refelct the above mentioned $81.94 monthly. She informed that our loyalty discount had expired 04/22/26 and we had switched plans, so she could apply a 12 month discount for $2 per line. Two dollars per line would not keep out bill under our $100 monthly budget for cell service. At this point our patience ran thin and we asked to be tranferred to managemnt. Jeff came on and reiterated Hannah's information. We really couldn't take it anymore so we ended the call.

On 08/20/26 at 1pm we called and spoke to Kate. She repeated that the loyalty program had expired in April so they had put in for a new loyalty discount. We have not seen that but she indicated she could see in her file a bill of $87. She indicated she would check with her team and this amount was confirmed. Since we allowed automatic payments Verizon has taken $113.82 (Aug 12), $109.02 (Sept 12) and now they will be taking $142.22 from our credit card on October 12th. We are becoming extremely upset and simply do not have the energy and stamina to continue playing games with Verizon. We've explained over and over to each staff member who takes our calls that as an elderly couple we have a budget or no more that $100 monthly for our cell phones.

Any assistance will be greeatly appreciated since we have grown weary and unable to keep calling, getting various staff members and team members who simply don't seem to have the authorization or power to come through with their promises. I believe the calls are "recorded for quality assurance reasons" so there should be some verification as to the above stated facts. I told each and every one of the staff members that I take copious notes and yet they continue to tell us things that are not happening.

PLEASE HELP US!!!!

•6h

Why did you downgrade me, Swiss?

And where's my refund?

Help! Swiss bumped us to the back of the plane, and now our refund is gone

Christopher Theodore•14h

When a Travel Platform Makes Your Airline Ticket Practically Worthless

Imagine using a travel platform to save time or money.

Then you need an ordinary change—and discover the platform has made your $2,130 airline tickets practically worthless.

That is what happened to my daughter and me after I bought two international airline tickets through Oojo.

A few days later, I needed two things: a one-letter correction to my daughter’s name and a change to our travel dates.

Nothing exotic.

I wasn’t trying to reroute through Antarctica or transport a live alpaca.

I needed to change one letter in a child’s name and ask what it would cost to fly on different dates.

Oojo’s website failed when I attempted the name correction, so I contacted customer service.

Then began nine days of what I suppose could be called customer service if we are feeling unusually generous about the definition of both words.

I received messages.

Many messages.

They had the polished, faintly synthetic quality of something generated by a machine that had been extensively trained on the phrase “Thank you for your patience.”

What I did not receive was an answer to the question I was actually asking:

How much will it cost to change the flights?

Oojo told me the name issue had to be resolved first.

So I contacted China Airlines, the airline on which the tickets had been booked, hoping to do the obvious thing and deal directly with the company operating the airplane.

China Airlines told me it couldn’t make the change because Oojo had issued the tickets.

I had to go back to Oojo.

Oojo, meanwhile, was telling me to wait.

This is one of the more remarkable achievements of modern travel technology.

A platform designed to eliminate friction had successfully placed itself directly between the customer and the company capable of solving his problem—and then stopped moving.

Travelers will recognize the type.

In many parts of the world, a very friendly man will appear beside you at a train station, announce that the ticket office is closed, explain that your hotel has burned down, and offer to take you somewhere much better.

The seasoned traveler learns a simple rule:

The helpful stranger may not actually be helping.

Online, apparently, we have industrialized the concept.

The platform appears at the beginning of the transaction smiling brightly, promising convenience, savings and effortless travel.

Then the credit card clears.

And when something goes wrong, the cheerful guide who was so eager to help you find your ticket appears to have wandered off into the jungle.

Two days before departure, Oojo finally gave me a concrete number.

Approximately $1,300 to correct one letter in my daughter’s name.

One letter.

At roughly $1,300 per character, I briefly wondered whether it might be cheaper simply to rename the child.

But even then Oojo still had not answered the question I had been asking for days:

What will it cost to change the itinerary?

The next day, still no answer.

Then departure day arrived.

And after nine days, Oojo had still never told me what it would cost to change the flights.

By then I had solved the problem using a surprisingly advanced piece of travel technology:

I bought a ticket directly from an airline.

United Airlines sold me one for roughly the same amount—perhaps even less.

I paid for it.

The ticket appeared.

I could manage it online.

If I needed to change it, I could make the change.

No pilgrimage through customer service.

No nine-day correspondence.

No suspense over whether someone might eventually reveal the price of changing the flight before the flight itself had departed.

It was a useful demonstration of a rather old-fashioned concept:

The company selling you transportation should make transportation easier.

The ticket I bought directly from an airline behaved like a ticket.

The tickets I bought through a travel platform had become a hostage negotiation.

And this is where the mythology of the modern travel platform becomes funny.

Somewhere, OTA executives are sitting on panels beneath words like INNOVATION, SEAMLESSNESS, AI, and THE FUTURE OF TRAVEL, explaining how technology is removing friction from the customer journey.

I would genuinely enjoy seeing one additional slide:

CUSTOMER JOURNEY

Buy ticket.
Need minor change.
Ask price.
Wait nine days.
Airline says platform must fix it.
Platform says wait.
Platform proposes $1,300 to change one letter.
Departure day arrives.
Still no price for changing flight.
Buy another ticket.

There is probably an impressive AI diagram that can make this look innovative.

For actual travelers, the test is simpler.

You have a child.

You have a flight.

Something changes.

You are getting someone to school, finishing work, packing bags, finding passports, making dinner and trying to get everyone onto an airplane.

You don’t need a “customer journey.”

You need an answer.

Oojo’s own review

Eventually I reached Oojo CEO Gulce Karsli-Rozenveld, who reviewed the case with the company’s Quality Assurance team.

She acknowledged that alternatives were not presented early enough for me “to make a meaningful decision.”

She acknowledged that the eventual solution came “too late to be practically usable at a reasonable cost.”

And she wrote:

“I do recognize that the delay and handling on our side contributed to the outcome you experienced.”

She said she would return “shortly with a concrete proposal.”

She didn’t.

Later I disputed the $2,130 through Citibank.

According to a Citi representative I spoke with on August 11, Citi attempted on August 4 to recover the money after reviewing the information I provided.

Oojo contested the return of the money.

And perhaps that is the most interesting detail of all.

Oojo’s own review had already concluded that its handling contributed to the outcome. The company knew the request had not been dealt with in time. Citibank then sought the return of the money.

Oojo kept it.

The helpful guide had disappeared when assistance was needed.

Anyone considering whether to put an online travel agency between themselves and an airline can decide for themselves what that is worth.

•14h

I'm sorry you and your daughter went through this. I have to admit, I laughed at the line about renaming the child, but I know none of it was funny while you were living it.

For anyone reading who's in a similar spot, a one-letter misspelling is usually a minor correction for the airline. Most carriers will fix it at the check-in counter or the gate at no charge, and many will let you board as long as the name is close enough to match the passport. So if an online agency quotes you a big fee for a typo, don't pay it. Get to the airport a little early and ask the airline agent.

Help is also on the way from Europe. In July, the European Parliament approved a long-delayed overhaul of the EU's air passenger rights rules, and one of the changes bans airlines from charging to correct a spelling mistake in a passenger's name. The new rules are expected to take effect in mid-2027. They'll cover every flight leaving an EU airport, no matter which airline operates it, along with flights into the EU on European carriers. So a family flying out of Frankfurt or Paris next summer shouldn't face a four-figure bill to fix one letter. Whether the rule reaches an online agency's own service fees is less clear, so I'd still book direct when you can.

The trouble in your case is that Oojo issued the tickets, so China Airlines kept sending you back to the agency, which then sat on the request until it was too late to help.

You're also correct about the bigger lesson. When there's any chance your plans will shift, booking directly with the airline keeps you one phone call away from the people who can change the ticket. Your United booking proved it.

On the money, I wouldn't let this go. The CEO's email admitting the company's handling contributed to the outcome is strong evidence, so keep a copy. If Citi's first dispute didn't stick, you can ask for a second review and include that email. You can also file a complaint with the U.S. Department of Transportation, which oversees ticket agents that sell to American travelers. And if you'd like our advocates at Elliott Advocacy to take a look after your second Citi appeal, send your paper trail our way. My team and I will do our best to help you.

Marcy Wasman•20h

Compensation for delayed flight

Hello,

My daughter and I had tickets on Air Canada to fly from Montreal to Miami
on 5/31/2026. The flight kept being delayed. I called Air Canada to get
more information and see about rescheduling. It took hours for them to
get back to me. As I was uncertain if the flight would actually take
place and if it did it would be getting in early the next morning, I decided to go online and rebook my flight for the next day. I was charged for changing the flight. The original flight ended up departing after a more than 4 hour delay and arriving in Miami 2:21 AM. Air Canada, in their texts to me and on their website, said the delay was "because we need more time to complete required aircraft maintenance" and then added it was also because no stand-by aircraft were available. I filed a claim and was denied because they said the delay was due to weather. I appealed and requested they re-open the claim, but they refused again denying responsibility due to weather.

I wanted to find out if I have a reasonable complaint to pursue and if so, what payment I should expect. I would like to be reimbursed for the charges to change the flight, receive the $400 per person 3-6 hour delay compensation, and if possible, reimbursement for the other expenses I incurred.

I also wanted to find out what other steps should be taken.

Jane Miller•Tuesday

Sixt Rent a Car Dispute. Threatened Collections Despite Ongoing Good-Faith Dispute and Requests for Documentation

Thank you for reviewing. Sorry if this is long!

In summary, my dispute arises from a Sixt damage claim associated with tire damage. I am not refusing to pay all charges, and I have consistently accepted responsibility for the documented tire replacement cost of $123.51 plus applicable sales tax, totaling $133.70, and I remain willing to pay that amount immediately upon receipt of a corrected invoice.

The dispute concerns the remaining charges:

$200.00 Administrative Fee

$339.48 Towing/Recovery Charges

$62.06 Loss-of-Use Charge

Associated sales tax

My primary concern is that Sixt has now advised that the account will move forward toward collections despite months of dispute correspondence and repeated requests for supporting documentation.

Long version: Main Dispute Issues

Towing Charges

Shortly after vehicle pickup, the tire was damaged.

I contacted Sixt roadside assistance and sought guidance and was instructed to remain with the vehicle while towing was arranged. Sixt later characterized the towing as a renter-requested service and charged me for it.

Since June 2026, I have repeatedly requested recordings, tow authorizations, dispatch records, notes, or other documentation showing that I expressly requested or authorized the towing services for which I was charged.

Those materials have not been produced.

Administrative Fee

Sixt charged a $200 administrative fee, and I repeatedly requested documentation showing how the amount was calculated and substantiated.

Loss-of-Use Charge

Sixt charged $62.06 for loss of use, and I repeatedly requested documentation supporting the calculation and basis for the charge.

Privacy/Personal Information Concern

While the dispute was pending and before the invoice due date, I received a suspicious telephone call from a third party stating that I had a debt with Sixt that would go to collections.

Because the caller specifically referenced Sixt and the disputed debt, I repeatedly asked Sixt whether the account had been provided to a third party and requested an investigation.

The company largely continued responding to the billing dispute while not substantively answering many of the account-handling and privacy questions that were raised.

Timeline

May 6, 2026: Tire incident occurs shortly after pickup.

June 25, 2026: Sixt issues invoice for $779.71.

June 27, 2026: Initial written dispute submitted.

July 1, 2026: Suspicious call referencing a Sixt debt and collections activity.

July 2, 2026: Detailed dispute response sent.

July 16, 2026: Final demand for response sent.

August 7, 2026: Formal 30-day pre-suit notice sent.

August 28, 2026: Formal privacy and investigation demand sent.

September 24, 2026: Sixt responds that the dispute is denied and advises the claim has reached the threshold for collections.

September 27, 2026: Complaints filed with the Texas Attorney General and FTC. Additional dispute correspondence sent to Sixt.

Current Situation

The most recent communication from Sixt states that:

the dispute has been denied; notes have been added to the account indicating that the claim is disputed; and once the billing timeframe is exhausted, the claim will be forwarded to collections. I am continuing to dispute the charges in good faith and remain willing to pay the undisputed $133.70.

My main question is: Are there additional practical steps I should be taking to prevent referral to collections while the matter remains actively disputed and while I continue requesting the documentation necessary to evaluate the disputed charges?

Beth G•Tuesday

Uber - Violation terms and services

About three weeks ago, I began receiving an error whenever I tried to book a ride stating that my payment method could not be charged and to try another payment method. I initially assumed it was a payment issue, but after deleting and re-entering my card and still being unable to use it, I reached out for help multiple times without receiving a response. Yesterday, I realized there was an Amex Platinum help line and I finally spoke with someone and was informed my account had actually been restricted for activity that allegedly violated Uber’s Terms and Conditions.

I am completely perplexed. I have been using Uber since 2008/2009 and have never had a problem. I never received any notification that there was an issue with my account, nor was I told what activity supposedly violated the terms (they will not say). My company uses Uber for business travel, and I have now been unable to use the service for nearly a month.

Has anyone ever had this experience and if so - did it resolve or what did you do - thanks - any and all help appreciated!

https://www.elliott.org/advocacy/uber-banned-him-after-he-won-a-credit-card-chargeback-is-that-allowed/

•12h

I'm sorry you're dealing with this, especially after more than 15 years as an Uber customer. You're not alone. Our advocacy team has handled several Uber account bans, and the pattern you describe (no warning, no explanation) comes up again and again.

In our cases, the most common trigger has been a credit card chargeback. If a customer disputes an Uber charge and wins, Uber disables the account until it collects the money. That happened to Don Kelly, who disputed a $47 charge on his American Express card for a ride he says he never took.

It also happened to Scott Rosenblatt, who disputed an Uber Eats cancellation fee

https://www.elliott.org/problem-solved/banned-by-uber-after-i-won-my-credit-card-dispute-can-you-help/

Both got their accounts back after we contacted Uber. In a stranger case, Keith Morrison was banned as a rider while Uber kept letting him drive for it.

https://www.elliott.org/advocacy/ive-been-banned-by-uber-but-i-can-still-drive-for-them/

The company never gave him a clear reason.

I wonder whether a charge on your Amex card was disputed or flagged without your knowledge, possibly by the card issuer's fraud team. Someone may also have gotten into your account, which is what happened to another reader who found rides she never took.

https://www.elliott.org/problem-solved/fake-uber-rides-refund/.

Look through your Amex statements from the past few months for any reversed Uber charges, and check your Uber trip history for rides you don't recognize.

After that, skip the in-app help menus. Send a brief, polite email to the first Uber executive listed in our company contacts database.

https://www.elliott.org/company-contacts/uber-customer-service-contacts/

Include your name, the email and phone number on the account, how long you've been a customer, when the problem started and what Amex told you. Ask Uber to identify the activity that triggered the restriction and to review the decision. Give it about a week before moving to the next name on the list, and don't email everyone at once.

Because your company uses Uber for business travel, ask whoever manages the corporate Uber account to contact its Uber representative. Business accounts often have a direct contact that individual riders don't.

If you still can't get an answer, send your case to our advocates through the Elliott Advocacy help form.

https://www.elliottadvocacy.org/help/

We're glad to take a look.

Please post an update here. Other members have run into this, and your experience could help the next person.

•Tuesday

This credit reporting agency case will drive you mad

Don't worry. It drove your advocates a little mad, too.

Experian said his credit was unfrozen. So why couldn’t he buy a car?

•Tuesday

Primary vs. secondary rental car coverage: What's the difference?

Rental car companies have started using AI-powered scanners to flag dents and scratches when customers return their vehicles. The damage bills that follow have become controversial and drawn a wave of complaints.

I'm researching a story about what happens when one of those claims reaches your insurance, and whether your coverage is primary or secondary.

I'd love to hear from anyone who has rented a car and counted on their credit card's coverage. Did you know whether it was primary or secondary before you picked up the car? If you had a damage claim, did your card or your personal auto insurer pay it, and were you left owing administrative or loss-of-use fees? Did the claim raise your premiums?

Anri Shimizu•Tuesday

The Mystery of the Blank Cancellation Policy: Swissôtel Says It’s “Usually Included.” Accor Says “No Anomaly.”

I booked directly with Swissôtel The Stamford.

My official confirmation contained a dedicated “Cancellation Policy” field — completely blank.
No “Non-refundable” language appeared anywhere in the email.

When I raised the issue, Swissôtel told me their confirmations “customarily include” the cancellation policy… then offered a SGD 1,110.99 stay credit instead of a monetary refund.

When I continued to request a refund, the case was closed without one.

I escalated the matter via SignalConso, the French government’s consumer protection platform.

Accor’s initial reply said it would comply with applicable regulations.

Its subsequent formal response?

« aucune anomalie ne peut être décelée »
“No anomaly can be identified.”

So:

– The official confirmation I received has a blank Cancellation Policy field.
– Swissôtel says its confirmations “customarily include” the cancellation policy.
– Accor says there is “no anomaly.”

That leaves me with a simple question:

Do these responses actually match the confirmation I received?

I have retained the complete documentary evidence, including the original booking confirmation and the written responses from Swissôtel and Accor, and can provide it immediately upon request.

Anri Shimizu•5h

Update

On September 25, Accor responded to my SignalConso report by saying that “no anomaly could be detected.” In doing so, it completely skipped over the obvious questions: Why was the “Cancellation Policy” field on my booking confirmation completely blank? And was that blank field caused by the operation or configuration of the system that generated the confirmation?

So, on September 28, I filed a new SignalConso report and asked those questions directly.

Accor’s latest response was simply:

“I have already responded to this consumer on the platform.”

But those questions arose from Accor’s September 25 response. How could a response dated September 25 answer questions that were first asked three days later?

So those questions are still hanging in the air.

I have asked the DGCCRF to independently examine Accor’s confirmation-generation system and determine whether the issue was isolated to my booking or could affect other consumers.

Has the “Cancellation Policy” field gone blank — and now Accor’s answers too?

•Tuesday

Was that travel fee required — or did someone just say it was?

Hey everyone, I'm researching a story about the lines companies use to make an optional fee sound mandatory — and how travelers can tell the difference. For example, a rental car agent may tell you the state requires extra insurance coverage, a hotel employee might say a resort fee is required by law, and a crewmember may insist that a tip is mandatory.

I want to hear from travelers who were told a fee or add-on was required and later learned it wasn't. What exactly were you told, and by whom? When did you realize it wasn't true, and what tipped you off? Did you push back — and did you get your money back?

David Stuebner•Monday

American airline Bait and switch

While booking a reservation on American Airlines for myself and my wife, I was logged into my AAdvantage account. After selecting our flights, the fare displayed for the itinerary was $1,791. Before I was allowed to purchase the ticket, the system required me to enter my wife’s passenger information.

During that process—without changing flights, dates, or fare class—the fare increased from $1,791 to $2,325. This occurred while I was entering the required passenger details.

I spent more than an hour speaking with Reservations representatives to understand why the fare changed mid‑booking and to request an adjustment back to the originally displayed fare. I was ultimately told that they were unable to modify the fare, and no explanation was provided for the sudden increase.

•Tuesday

David, I'm sorry this happened to you. I know how maddening it is to watch a price jump — it's happened to me several times. What you're describing is almost certainly a caching problem rather than a deliberate bait and switch, although I understand why it might feel like one.

Here's how it works: When you search for flights, American's website usually doesn't check live inventory for every result. That would be slow and expensive, so it shows you a stored snapshot of fares that may be minutes or even hours old. The real pricing check happens later in the booking process, often when you enter passenger details or reach the payment page. If that $1,791 fare sold out or changed in the meantime, the system swaps in the current price at that point. Sometimes, it's significantly higher.

There's another possibility. Airlines sell seats in fare "buckets," and each bucket has a limited number of seats. If only one seat was left at the lower fare, the system can't split your booking, so it bumps both of you into the next, more expensive bucket once it registers that two people are traveling.

The frustrating part is that federal rules only stop an airline from raising your price after you've paid. Before purchase, it can reprice to its heart's content.

A few things help next time: search for two passengers from the start, take a screenshot of the fare you're shown, and if the price jumps, back out and search again in a private browser window. If you book and the fare drops later, the DOT's 24-hour rule lets you cancel for a full refund within a day of purchase, as long as you booked at least a week before departure. I hope this helps.

•Monday

Travelers are facing more entry and exit fees than ever. Here’s what you need to know.

•Monday

•On The Road

Greetings from Bavaria

I thought I'd share a few of my photos from the road.

The famous Viehscheid, when the cows come down from the mountain for the winter. It's quite a spectacle — and it's LOUD!

This is our Bavarian village, Bad Hindeland. We wake up to this view every morning. The weather was spectacular, as it often is in early fall.

The houses here look perfect, like gingerbread houses at Christmas. Except you can't eat them.

But the best part of Bavaria is the people. They're very friendly and always seem happy to see you. That kind of hospitality is hard to find.

Edited Monday

Robert Lee•Monday

Should I file Iberia non compliance with EC 261 [involuntary downgrade not meeting 75% of "fare"] complaint with AESA or via AviationADR?

Family of four with following bookings via award travel (Iberia Avios):

1) JFK-MAD-LIS

2) BOS-MAD-LIS

3) MAD-JFK x2

Other bookings on this trip did not have downgrade issues.

Flight 1: JFK-MAD on PE (29,500 Avios) but downgraded to Economy. MAD-LIS was on Economy (7k Avios); single itinerary: total of 36,500 Avios. Economy on JFK-MAD leg itself would have been 25k Avios.

Filed an involuntary downgrade complaint online with Iberia and after 4-5 rounds of emails back and forth after Iberia's initial 4,500 Avios credit [and some $ portion against taxes], despite the "final demand" with next action to the regulatory authorities, Iberia held their refund position (I could not understand how they computed 4,500 Avios [writing this post I know see that it is the fare differential between PE and Economy] when their website clearly indicated 75% or the expected 22,125 (75% of 29,500)).

Do I now file with with AESA or via AviationADR?

Flight 2: BOS-MAD on Business Class (40,500 Avios) but downgraded to Economy. MAD-LIS was on Economy (7k Avios), booked together on one single itinerary (47,500 Avios). Economy on JFK-MAD leg alone would have been 25k Avios.

Filed an involuntary downgrade complaint online with Iberia and offered only 11k Avios credit [and some $ portion against taxes]. I emailed back for reconsideration only to receive an autoreply to file electronically (the only method I saw how was of the initial compliant and I did so, obtaining a new claim # and a quicky reply stating of a duplicate request and the [2nd] claim closed). Additional email attempts of reconsideration/additional information was met by same autoreply email asking to file electronically. Case remains open.

Do I now file with with AESA or via AviationADR?

Flights #3 [and 4]: Booked Premium Economy MAD-JFK for 40,250 Avios but downgraded to Economy. Filed electronic complaint and immediately offered 30,187 Avios (75% of initial cost) and a portion of $ for the taxes paid (not 75% and Iberia stated that [and online searches validated] that $ refund may not necessarily equate to 75% of actual total taxes paid.

Summary/Position:

My thoughts [which I can't really believe it would be true/the case] is that because Flight #3&4 originated from the EU, Iberia quickly offered what is per EC 261 (75% of "paid") whereas they did not on the non EU originating flights (JFK-MAD, BOS-MAD), despite EC 261 covering EU carriers (Iberia) on flights to the EU.

Again, for Flight #1 [JFK-MAD], the claim which I made a final demand and Iberia has since closed, do I now file a formal complaint with AESA or via AviationADR?

Again, for Flight #2 [BOS-MAD], I have been unable to further communicate beyond my initial complaint, do I now file a formal complaint with AESA or via AviationADR or attempt to continue to try asking for reconsideration/final demand, etc with Iberia?

Thank everyone in advance for your input/suggestions/words of wisdom!

Robert Lee•Monday

Thank you Christopher.

AESA here I come.

•Sunday

Never say this when you complain

Otherwise you could end up in the F-Files.

These 7 phrases will doom your consumer complaint

•Sunday

•Podcasts

7 phrases that will sink your next consumer complaint

If you want your next consumer case to fail, just use any of these phrases. We can all but guarantee it will go nowhere. Warning: This podcast contains material not suitable for a younger audience, including depictions of people throwing themselves into a wood chipper. Ouch!

7 Phrases That Will Sink Your Next Consumer Complaint

00:00

22:12

•Saturday

No more lies

Airbnb tried it. Here's what happened.

Honest pricing works in travel. Just ask Airbnb.

Larry Borden Borden•Saturday

Back channel

Enjoy reading your emails and I find Back channel to be even more informative . The other day I even posted a question and got some good answers.

•Saturday

So glad you are enjoying the new forum.

Carol Rawson•Friday

https://www.fly.faa.gov/adv/advAdvisoryForm

Avelo mess

We need advice/help in our efforts to recoup at least some of the money we (family of 5) were forced to spend on hotels, car rental, meals and new flights when Avelo cancelled our flight from New Haven to Fort Lauderdale on 8/7/26.

Avelo held us on the plane at Tweed airport, on the tarmac, for SEVEN hours before they finally cancelled. Are we crazy to think that is illegal and worth some compensation above and beyond all the other money we had to spend before we finally made it home - on a flight from Philadelphia, PA! - on 8/9/26?

We were 'dumped' at the 'airport' at 10:30 PM with zero help securing lodgings or transportation. They announced before we deplaned that there were no flights to FLL the following day and offered no other advice or options. Calls to the number provided resulted in messages of HOURS long wait times.

We found some addresses for Avelo and the DOT and sent emails in August and we got 2 responses a few days ago. Both look like AI to us and I will add them at the end. The weather at New Haven that day was crystal clear for at least the first 4 hours we were sitting on the plane. Avelo is trying to classify this as a cancellation due to ATC and weather but it strains belief to think that somewhere in that time frame ATC could not have allowed our flight to take off.

In fact, roughly 20 minutes before the flight was cancelled, the pilot announced that we had received clearance from ATC to take off and the plane began moving. There were whoops and cheers from the passengers! We didn't go far and when I looked out my window, I saw luggage carts. Then the pilot announced the flight was cancelled because FLL ground ops could not accommodate the flight. That excuse, in our humble opinion, was total BS.

We would appreciate any ideas or actions you can offer in our effort to resolve this mess and regain at least some of our considerable unplanned expenses. Thanks, Carol Rawson

Good Morning,

We have received your complaint through the Department of Transportation and value this opportunity to address your concerns.

I would like to express our sincerest apology for our failure to deliver you the travel experience you should rightfully expect from Avelo.

Unfortunately, we are unable to consider compensation or reimbursement for expenses arising from delays or cancellations caused by events that are beyond Avelo’s control which in this case was poor weather.

Unfortunately, your flight on August 7th was cancelled due to poor weather and Air Traffic Control restrictions. We understand that travel plans can sometimes be disrupted due to unforeseen circumstances, and we sympathize with the inconvenience this may have caused. However, our Reimbursement Standard is designed to address specific circumstances directly within Avelo's control. Weather and Air Traffic Control restrictions are beyond Avelo's control, as such we are not able to offer any compensation.

We recognize you may be disappointed that we cannot fulfil your request, but our refund and reimbursement standards are designed to ensure consistency and fairness for all our Customers impacted by this delay.

We deeply regret the impact this flight disruption has had on you, and we hope we will have another opportunity to welcome you on an Avelo flight soon.

Sincerely,

Avelo Customer Solutions
(346) 616-9500

We have received your Department of Transportation complaint and appreciate the opportunity to address your concerns.

Our records indicate this disruption was due to Air Traffic Control (ATC) constraints. As ATC events are beyond our control, they are not eligible for reimbursement of personal expenses such as hotels, meals, or alternative transportation. This is a longstanding industry standard that Avelo observes to maintain our commitment to affordable travel.

In accordance with Department of Transportation (DOT) guidelines, we have issued a full refund for the impacted flight leg to your original form of payment.

We appreciate your feedback and hope to welcome you back on a future Avelo flight under better circumstances.

Avelo Customer Solutions

Dwayne Coward

•Friday

I’m really sorry to hear about all the issues you experienced during your trip. Unfortunately, air traffic control (ATC) restrictions and weather disruptions are inherent risks of air travel. Flights can be affected not only by conditions at the departure airport, but also by weather and ATC restrictions along the route and at the destination.

New Haven is within the New York ATC system, and a review of the FAA advisories for August 7 indicates there were numerous weather- and ATC-related issues affecting the New York Centers area throughout the day. Weather was also creating operational issues in South Florida, including the closure of certain flight routes. When routes are closed or restricted, traffic may have to be rerouted, reducing available capacity and creating a ripple effect of delays and cancellations. Once those restrictions are lifted, airports can also become saturated with aircraft and passengers, making it difficult for the airline to quickly recover its schedule.

The airline’s Customer Service Plan, which U.S. airlines are required to maintain under Department of Transportation (DOT) rules, should explain what the airline will provide when flights are delayed or canceled, including any applicable meals, lodging, transportation, refunds, or other assistance. The DOT also has specific rules addressing lengthy tarmac delays. If your concern involves an excessive tarmac delay, filing a complaint with the DOT would be the appropriate next step, as the DOT is the agency responsible for investigating potential violations of those requirements.

I hope this information is helpful.

•Friday

Your next adventure may be a little quieter

Look at what they're doing in Queenstown, New Zealand

How to create a greener adventure capital for travelers

Bo Tran•Friday

SAS Airline Ticket purchased w/ two different departure dates

Hi, we purchased three non-refundable tickets to travel from Chicago to Copenhagen in May 2026 - each costing about $1,800. We received the confirmation email from SAS confirming our booking with a departure date of June 9th. When we tried to check in on June 9th, we were informed by SAS that our flight was on June 8th, and we were no shows.

SAS provided us with our itinerary showing a June 8th departure. But why did they inform us of a June 9th departure date? SAS refunded us one ticket but not the other two. Why not refund all three?

Note: The booking reference #s for June 8th and June 9th are the same (Booking reference: YK2W4X).

We contacted Capital One credit card which we used to purchase the tickets; they could not help us.

If anyone can help us get our refund for the two tickets, we would be very much appreciated.

We complaint to SAS, case number is 07932488, but they closed the case without responding to us.

Our case # with Capital One are: 260609222501053 and 260609222701252.

Below is SAS booking confirmation email showing June 9th departure date....

Your SAS booking is confirmed - Chicago to Copenhagen, 9 Jun – 19 Jun

Inbox

SAS <[email protected]>

Unsubscribe

Thu, May 28, 7:06 PM

to me

Click here to view the online version.

Booking confirmation

Your trip is booked!

On the SAS website, you can view all details and easily customize your trip to suit your needs – choose your seat, add baggage, and prepare everything well in advance of departure. Welcome on board!

My booking

Booking reference: YK2W4X

Outbound

19:15

Standard

09 Jun 2026

Chicago (ORD) | Chicago O'Hare

08 hours , 30 minutes
Flight SK 944 | AIRBUS A330-300 | Operated by SAS

10:45

Thank you!

•Saturday

Bo, I'm sorry this happened. Your confirmation email helps your case immensely Look at the times it lists: departure at 19:15, a flight time of 8 hours and 30 minutes, and arrival at 10:45. Those numbers only line up if you leave Chicago the evening of June 8 and land in Copenhagen the morning of June 9.

SAS's email appears to have printed the arrival date next to the departure time, and the subject line repeated the mistake.

You relied on the airline's own confirmation. I think that's a strong argument for refunding all three tickets.

I'd write a short, polite appeal to SAS's customer relations executives. Here they are: https://www.elliott.org/company-contacts/sas-scandinavian-airlines/

Include your case number, booking reference and a screenshot of the email, and point out the time discrepancy. Ask why it refunded one ticket and not the other two. SAS never explained that, and an answer might show you where the problem is.

If that doesn't work, file a complaint with the U.S. Department of Transportation. Your flight left from Chicago, so SAS falls under DOT's jurisdiction, and the agency forwards complaints to the airline for a response.

Go back to Capital One too. Ask for a formal billing dispute in writing and attach the confirmation email. The Fair Credit Billing Act gives you 60 days from the statement date to dispute a charge, and that window may have closed, but ask whether a chargeback under the card network's rules is still an option. Even if SAS refuses a full refund, you should be able to recover the government taxes and fees on the two unused tickets.

If SAS won't budge, send your case to our advocates at Elliott Advocacy. Here's how to reach us: https://elliottadvocacy.org/help

Paul Ellis•Friday

Delivery Groundhog Day

My wife and I got a great deal, it seemed, on Labor Day for a new refrigerator from Lowe's--roughly 40% discount, free delivery and haul away of the old, free ice maker hookup, no sales tax and 0% financing for 18 months. 17 days later, we are still waiting. Lowe's third-party delivery agent has delivered three defective (scratch & dent) units and we are awaiting a fourth attempt. Called the store after the second and they deny any ability to control the agent; meanwhile, our opinion of Lowe's and that of the whole neighborhood (they've seen three failed deliveries) has plummeted. Are we the only couple in America that's enduring this problem?

•Friday

Paul, you're definitely not the only one dealing with this. Delivery trouble with big appliances is one of the more common complaints we see at Elliott Advocacy. Third-party delivery setup is usually at the root of it. The store sells you the fridge, a contractor brings it to your house, and when something goes wrong each one points at the other. Lowe's may say it can't control the agent, but it's the company that took your money, so it owns the problem.

At this point I'd stop working through the store and go to Lowe's corporate customer care. Put your complaint in writing, keep it short, and lay out the timeline: the Labor Day purchase, the three damaged units and the dates of each attempt. Include photos of the dents and scratches if you have them. Then ask for something specific. That might be a unit that store staff inspects before it goes on the truck, a delivery from a different distribution center, or a credit for the three wasted days you've spent waiting at home. If you'd rather cut your losses, you can also ask Lowe's to cancel the order and refund you in full, including closing out the financing. If you go that route, get written confirmation that the promotional terms will carry over if you reorder later. Here are Lowe's executive contacts: https://www.elliott.org/company-contacts/lowes/

For the fourth delivery, inspect the refrigerator before the crew unloads it or before you sign anything. If it's damaged, refuse it and write the reason on the delivery paperwork. That gives you a record Lowe's can't easily dispute.

If Lowe's still won't fix this, send us the details through our help form and our advocates will put on their capes: https://www.elliott.org/help/

•Thursday

It's a washing machine, not a rock concert!

Why won't GE fix this appliance from hell?

My GE washer is a heavy metal drummer, but I didn’t buy tickets to the show

Smith Rowland•Sep 23