Make the McKenzie Connection!
Make the McKenzie Connection!
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When Jina Lee cancels a United Airlines flight, the airline promises her a credit. She never gets it. What does the company owe her? I recently canceled a United Airlines flight from San Francisco to Porto, Portugal. A system glitch voided the credit and United could not issue another flight credit. I couldn't rebook my flight and had to buy a new ticket. I spent hours on the phone with United, but it offered no solution. They just passed me from one department to the next. Eventually, United...
Melissa Crespo receives a $2,060 ticket credit when she cancels her flights to Frankfurt. But now her online agency has told her she can only use 25 percent of the credit at a time. Can it do that? I booked three tickets from Charlotte to Frankfurt on American Airlines from Military Fares. I even bought coverage that allowed me to cancel for any reason and receive a refund. I received a $2,060 ticket credit that had to be used within a year. But when I tried to use the credit, a Military Fares r...
When Michael O'Connor books an all-inclusive resort in Mexico through Priceline, he discovers it's only half-inclusive. How can he fix that? I recently booked a room at the Barceló, an all-inclusive resort in Puerto Vallarta, Mexico. When I made the reservation, it listed breakfast, lunch, and dinner as included in the rate. But when I read the confirmation, it only said breakfast was included. I booked an all-inclusive hotel stay, and I'm concerned that I might have to pay for lunch and dinner. I've tried to contact Priceline but it hasn't...
Something went wrong with Christine Miller's solar panels. Now the company that was supposed to install them has sent her a bill. Does she have to pay? I have a situation with Sunrun, a company that sells and installs solar panels. After discussing the need for a roof upgrade so that my roof was stable for solar panels, Sunrun began work in preparation for solar panel installation before they had a permit. They stopped the roof work halfway through because they had no permit. They had...
After Claudia Lockwood returns her rental to Avis, the company broadsides her with a $4,228 bill for 34 more days on the car. Can it do that? I rented a car recently from Avis and dropped it off at Tweed New Haven Airport after driving up from Washington, D.C. The Avis counter was closed, so I called them and did the rental handover over the phone. A representative asked me for the number on the key. I asked if he needed anything else from me, and he said no. I did not hear anything back from Av...
Jannick Vielleuse moved from Canada to the United States. Somewhere along the way, Airbnb banned her. How can she get unbanned? I'm locked out of my Airbnb account. I saw an article where you helped someone with a similar issue and hoped you could help me. I moved from Canada to the United States in 2015 and have changed my number two times since then. My move was initially temporary, but I became a permanent resident in 2021. I tried to reset my password but I couldn’t do it through the a...
When Virginia Cepero returns two chairs to Pottery Barn, the company doesn't fully refund her. One year later, she's locked in a battle with the company and Capital One. Is there a way out? I ordered two chairs from Pottery Barn and returned them more than a year ago. But Pottery Barn now says I still owe it for the chairs. I also have interest and late fees on Capital One, my credit card. My credit is being negatively affected because they are showing the account is past due. Can you help?...
Only my closest friends know that I'm not the most organized traveler. It's a secret I've managed to hide pretty well. But when I tried to check into a hotel in Cape Town, South Africa, recently, the truth came out. I unsnapped my passport holder and a tsunami of airline ticket stubs, grocery store receipts, and COVID-19 test results spilled onto the counter. The scraps of paper betrayed the length of my trip, from a Qatar Airlines boarding pass to an expired PCR test result from Lisbon. "Take...
When Michelle Fiorelli wins a battery-powered toy car in hotel sweepstakes, she looks forward to receiving her prize. But almost four years later, she's still waiting. Will she ever get it? In 2019, I won a Back to School Sweepstakes from Extended Stay America. The prize was a Kid Trax battery-powered car. I still have not received any information on the shipping of this prize. I wanted to surprise my twin nieces with this for Christmas 2019, but the car never arrived. Then I thought it would...
When Benn Karne's flight gets canceled after the COVID outbreak, Aegean Airlines eventually refunds one of his tickets. But what about the other one? And why is it taking so long to resolve his case? I bought two tickets from Aegean Airlines just before the COVID shutdown. The airline offered vouchers for credit, redeemable for cash after a year. After the year ended, I received a refund for one of the tickets. But Aegean shows the other as "already redeemed," even though it hasn't been. To add...
When Douglas Himberger buys tickets on Vivid Seats to a Jerry Seinfeld show, he never imagines that the comedian would reschedule his performance three times because of the pandemic. Can he get a refund? I paid $689 for two seats to a Jerry Seinfeld show in Atlantic City through VividSeats in 2020. The show was originally scheduled for April, but because of the pandemic, they rescheduled for August and finally July 2021. That's over 18 months after we bought the tickets! I had planned to travel...
When Lufthansa cancels Raymond Menna's flight, it takes four months for a refund. But his wife's refund is still missing. How can he get his money back? Lufthansa canceled a flight for my wife and me from Orlando to Budapest via Frankfurt last year. The airline promised a full refund. Four months later, I received a refund for one of the tickets. I've been trying to get a refund for the second ticket. I have made numerous phone calls and sent emails. I've tried to talk to a superior and keep...
Wendy Schlessinger receives skincare products from Rodan + Fields that she didn't order. Should she dispute the charges on her charge card? Or is there a better way to get her money back? Rodan + Fields, a skincare company, recently shipped me a product I did not order. I disputed the charge on my Discover card, and I immediately received a credit for the order. But after investigating my claim, Discover reinstated the charge. I returned the merchandise and have confirmation of a return. I also...
Christine Schaefer cancels her Frontier Airlines tickets after her sister dies. Her online agency offers a refund, but the airline wants to keep her fees. Can it do that? I booked flights on Frontier Airlines through the website Hopper from Philadelphia to West Palm Beach, Fla., to spend Christmas with my sister. My sister died in November, so there was no reason to go to Florida. Hopper gave me a full refund of the flight cost. But Frontier won't give me a full refund of the Bundle package for...
After a pandemic flight cancellation, Waleska Abreu has waited almost two years for a refund from Corsair International and her online agent, Flight Network. Is her money lost forever? I need your help getting a refund from Flight Network. I booked tickets from Miami to Paris on Corsair International, a charter airline, in 2019. We were supposed to fly in June 2020, but of course, we couldn't because of the pandemic. I have been trying to get a refund from Flight Network since then. I have tried...
When Lufthansa changes Gabriele Stahl's flight from San Francisco to Munich, she tries to modify her itinerary. Now the airline has presented her with a bill for an extra $1,360. Can it do that? Last year, I booked a ticket from San Francisco to Munich. A few weeks later, Lufthansa informed me that the flight had changed and that there would be a stopover in Frankfurt. Given that, it was more convenient for me just to terminate my flight in Frankfurt than to continue on to Munich. I called...
Before Tom Moran buys his 58" Samsung Smart TV, he asks a representative if the unit is compatible with the MLB app. Samsung says it is -- but it isn't. Does he deserve a refund? I went on Samsung's website in November 2020 and requested a recommendation from their salesperson for a television that is compatible with the MLB app. I have a copy of the chat. I purchased a 58" Class TU7000 Crystal UHD 4K Smart TV based on the company's written recommendation. I could not test the television until A...
Katherine Spokes has been waiting almost two years for a refund on her Britrail England Flexi Passes. Why won't her travel agency process her refund? In February 2020, I bought two Britrail England Flexi Passes through ACP Rail, a travel agency specializing in rail passes. A year later, it became clear that we would not use the passes. Since they were refundable, I asked ACP for a refund. It agreed to take the tickets back, and in February 2021, I mailed the tickets back to the company. I never...
Mark Kovac pays for three tickets to an NBA game but receives only two from Vivid Seats. Where's the third ticket, and can the company make the assist before game time? I ordered and paid for three tickets to the Mavs-Wizards game through Vivid Seats. But the seller only delivered two tickets to my Ticketmaster account. I've been trying to resolve this issue for six weeks but to no avail. I've spoken with 12 customer service representatives (I have their names). I begged them to help me, but...
When SriLankan Airlines cancels the flights for Joseph Obiora Ezezue's wife and son, he requests a refund. But the airline refers him to his I purchased two airline tickets from GotoGate for my wife and son in late 2020. The tickets were for a one-way trip with SriLankan Airlines from Guangzhou, China, to Kigali, Rwanda. Sadly, the airline canceled the flight. I bought new tickets with Qatar Airways for my family to return to Kigali. I asked for a refund. It's been eight months and I haven't...
When Mayank Kumar gets into an accident in his Avis rental car, he does everything in his power to return the vehicle to the company. But nothing seems to be working, and now Avis is asking about its car. I rented a vehicle from Avis in Seattle recently and had an accident while visiting Mount Rainier National Park. A local towing company towed the vehicle away. I reported this to Avis and gave them the towing company's contact number and address. An Avis representative said they would work...
When Betsy Bair's husband loses his job, they cancel their Vrbo rental. Are they going to lose all their money even though Vrbo offered them a refund? My husband unexpectedly lost his job last year. We had to cancel a two-day vacation rental through Vrbo. I spoke to a Vrbo representative, who agreed to issue a partial refund of $751. I waited a month but did not receive anything. I called Vrbo and the company told me it approved the refund, but that I would need to contact the property owner...
When BTS cancels Barbara Evans' show, Ticketmaster offers her a refund. There's just one problem: She canceled the credit card she used to pay for the tickets. Will she ever see the money again? In early 2020, I bought tickets to the BTS Map of the Soul Tour for June. I used my Chase Visa to make the purchase. After the pandemic started, I canceled this Chase travel card. This August, Ticketmaster emailed to say the concert scheduled for 14 months ago had officially been canceled and to expect...
Now more than ever, you need a COVID Plan B when you travel abroad. Otherwise, you could find yourself stuck in quarantine, which may feel like prison. Susan Bilhorn had a COVID-19 Plan B, which included buying travel insurance, packing extra medications -- and booking her trip with the right tour company. Good thing she did. While visiting Croatia recently, her tour guide discreetly notified her she'd tested positive for COVID. Minutes later, an ambulance picked her up and delivered her to a...
When Robert Sharp accidentally makes two nonrefundable car rental reservations on Hotwire, he assumes the company will cancel one for him. But it doesn't. Can he drive two cars at once? I booked a prepaid, nonrefundable rental car through Hotwire recently. Then, a few days later I booked another car for the same dates by mistake. I tried to cancel one of the bookings and request a refund. Hotwire refuses. Obviously, I can't drive two cars at the same time. Their system shouldn't allow someone...
