Turo said the bald tires weren’t his fault. An hour later it charged him $500.

One of our readers was driving a rented Mercedes through the New Hampshire mountains when the front tire blew at 40 mph. The tow driver showed him why: both front tires were worn down to the metal. Turo called the damage pre-existing, then reversed itself an hour later and charged him $500. Can he get his money back?

🔓 PLUS: Emirates just made it easier to back out of your next trip to the Middle East. But should you? Answers are in our Members Only section. Scroll down for details.

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We rebuilt Elliott Report from the ground up, and it’s live now.

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Why bother? Consumer news has a short shelf life. Someone whose flight just got canceled, or whose refund went missing, needs the answer while it can still do some good. The reporting only counts if it reaches you in time.

Have a look around. If something’s broken or buried, tell me. (You’ve never been shy about that.)

P.S. Please consider upgrading your subscription to continue funding the consumer journalism in this newsletter. You’ll get all the extras, including a new private forum on Backchannel and Members Only content in each newsletter.

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🎤 What “have a nice day” really means

In our latest podcast, we read the paper trail out loud and count the pleasantries. It doesn’t end well.

Read enough customer service correspondence and the artificial sweetness starts to get to you. Everyone in this paper trail is delighted to assist. Everyone appreciates the patience, values the loyalty and hopes the rest of the day goes well. But nobody fixes anything. We read the whole thing out loud and nearly ended up with diabetic shock. Check it out.

If you’re not listening to our new podcast, you’re getting half of every case we cover. The show has the parts that don’t fit in a column, including the correspondence companies assume nobody will ever read back to them. Subscribe and you won’t miss one.

Help! My Vacation Rental Has All This Blood and Hair on the Walls!

ELLIOTT CONFIDENTIAL

Help! My Vacation Rental Has All This Blood and Hair on the Walls!

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EMBARK Beyond is a luxury travel advisory dedicated to creating thoughtfully designed experiences that go beyond a destination. Focused first on client needs, we have built (and continue to build!) relationships with the world’s most sought-after lifestyle and fashion brands to open the world - beyond imagination - to our clients. Find out more at EMBARK Beyond.

📌 Here’s what you missed this week

Catch up on the latest stories from the Elliott Report

Who pays for a flat tire on a Turo rental? It’s complicated
A blowout at 40 mph in the New Hampshire mountains turned up two front tires worn down to the metal. Turo cleared him of fault, reversed itself an hour later and billed him $500.

Booking.com rented him a room with blood on the walls. Why won’t it refund his $313?
A studio apartment in Penang, Malaysia, came with bloodstains, mold and someone else’s hair in the bedding. Booking.com says the refund is the host’s call, and the host says cancel.

The ugly truth about August travel: Why you should stay home—or do this
August travel means thin staffing, dirty rooms and more cancellations, all at peak prices. Why the system breaks down every summer and how to work around it.

Would you pay extra to use the overhead bin?
If you’ve ever wondered what they’ll think of next—at least when it comes to airline fees—here’s your answer: Jetstar announced this week that it will soon charge you to put a bag in the overhead bin.

A stunning reversal for airline consumer rights
The government hasn’t assessed a single civil penalty against an airline for violating consumer protection rules this year.

More travelers are losing their insurance claims because of this. Don’t be one of them.
When something goes wrong on the road — a flight delay, vanishing luggage, illness — you file a travel insurance claim, expecting a quick reimbursement.

My hotel reservation disappeared. Why won’t Booking.com refund me for my new room?
A missing hotel reservation left him booking two rooms at his own expense. What to do when a hotel cannot find you, and how to get the difference back.

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Faye Travel Insurance provides whole-trip travel coverage and care that brings out the best in each journey with industry-leading technology that enables smarter, faster, smoother assistance and claims resolutions. Our robust travel insurance covers your health, your trip, your stuff, and even your pet, via an app that provides real-time proactive solutions, quick reimbursements and 24/7 support from anywhere in the world. Wherever you go, we’re there too, taking care of the details so you can make the most of each moment, with the only travel protection that is by your side and on your side every step of the way.

💬 What you’re talking about

Cruise medication rules, and what you said about the room with blood on the walls

Rhonda Doak is booking an Oceania cruise from England to Ireland and Scotland, and the medication rules have her stuck. She’s read that every prescription needs its original bottle and a written script to match, plus a declaration at customs for anything controlled. Elizabeth U pointed her at the UK’s electronic travel authorization first, which runs £20 on the official government site and usually clears within a day. Watch for the copycat sites charging more, she says. What would you tell Rhonda?

Yesterday’s Booking.com story started a real discussion. Kelly Red thought the blood was bad enough on its own, and that the shot of the “filthy boxspring” showed a few scuffs that worked against the case. George Schulman went after the platform instead, arguing that AI denials of valid claims won’t stop until the sites pay double or treble damages for every wrongful refusal. A few of you said you’re finished booking through third parties at all. Where do you land?

MEMBERS ONLY

Information and insights for Elliott Confidential PRO subscribers

Emirates just made it cheaper to change your mind about Dubai—but should you?

Emirates just made it easier to back out of your next trip to the Middle East.

Anyone flying to Dubai can move the travel date as many times as needed with no change fee. Refund fees on Dubai flights drop to $50 on Saver fares and $25 on Flex, in both cabins.

If you read what I wrote in July about Gulf connections, you know why this got my attention. I said the discounting would start once the fighting cooled and the airspace bulletins lapsed. The fighting hasn’t cooled. The bulletin hasn’t lapsed. The selling started anyway.

Here’s what the announcement covers:

  • The unlimited changes apply to Dubai as a destination. If Dubai is your connection, you get one free date change, on tickets booked from April 2.

  • Free doesn’t mean free. Emirates is waiving the change fee. Any fare difference is still yours, and moving into a peak week can cost more than the old fee did.

  • No-show fees are unchanged. Miss the flight without moving the date first and none of this helps you.

  • The insurance is the interesting part. Emirates says its Comprehensive Travel Cover isn’t restricted by government travel advice, which is an outlier in travel insurance. Buy one after your government raises an advisory and an insurer can treat you as traveling against it, which voids coverage.

The European Union Aviation Safety Agency’s conflict zone bulletin for the Gulf is still active. It tells operators not to fly in UAE airspace at any altitude, and it runs through Aug. 31 unless reviewed sooner. The State Department has the UAE at “reconsider travel.”

Emirates is a UAE carrier and isn’t bound by an EASA recommendation written for European operators. But it means the risk hasn’t moved and the airline is competing on terms rather than price. Airlines sell flexibility when they can’t sell confidence. (Remember the pandemic?)

The takeaway: Take the free date change if you’re already booked to Dubai, but don’t read the new flexibility as a safety signal. Check the EASA bulletin and your own government’s advisory before you book, and assume a policy you buy now excludes conflict claims unless the wording says otherwise.

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