We bought $4,722 of plane tickets to Portugal January 25, 2020 for a June 23rd family trip. We very were excited, but as the pandemic grew, became nervous about whether the flight would happen, and then what about our fares?
Though the flight had been cancelled, Ovago, our travel agency with which we booked our flights, only notified us after our contacting them. This did not bode well for us. Our concern about the money and tickets grew as they became more evasive, never followed through on any of their promises for information or resolution.
After over a month of calling to get information and hoping our credit card company would judge Ovago's dodge of responsibility for refunding our tickets, even though its website promised a full refund for airline-cancelled tickets, we disputed the charge. After over 2 months and many hours of gathering and forwarding information to Capital One, they said their hands were tied by Federal Department of Transportation regulations and denied our dispute.
I wrote the Washington State Attorney General's Consumer Protection Division to file a complaint. After a month, it responded that its hands were tied because Ovago did not respond.
Ovago set up a portal for Covid related refund requests. Though I suspected that would go nowhere, I applied.
Finally, I saw an article by Elliott Advocacy in the Seattle Times. The traveler's situation and its resolution was similar to our situation and so heartening. I completed Elliott's form and sent our information to them January 13. January 18th, Ovago wrote to say they were going to send us a full refund. What?!! After all this? I don't know what shook this loose; Elliot's contact, Ovago's portal, the Washington AG, a combination of all 3?
But then Ovago started its familiar pattern of promising to send the money, and when it didn't happen, making a new promise. Fortunately, for the first time, we had an email chain from Ovago which Elliott suggested we keep, which I forwarded it to Michelle, Elliott's Executive Director. She forwarded it to Ovago and finally, we received our money in our bank today!
I am so grateful for Michelle's and other's work on our behalf and the reputation Elliott Advocacy has. I couldn't be happier. Thank you.
Dwayne and Elliott Advocacy have been life savers. We had paid $5500 for an Insight Vacation December, 2019 for a trip that was supposed to be held in June, 2020. Because of COVID the company cancelled the trip but would only give us a voucher. We really wanted our money back as we didn't know when we could travel safely again. Dwayne wrote to Insight for us and within a month, Insight had refunded our money and credited back to our credit card. You have no idea what a relief it is to have someone fight for you and to have it be successful. We can not thank Dwayne enough!!
Michelle and Elliot Advocacy are the best!! I was amazed, actually still is, on how quickly she works professionally and efficiently. I am beyond thankful and grateful for Michelle, she helped me solved my issue with Quickpay Zelle. The moment I sent my message to the site, I received an email from Michelle right away and then seven days later, I got my money back.
I found Elliot Advocacy from a Google search, I wanted to search about Zelle and see if someone like me had an accident by sending money to a stranger, after several attempts of reading people’s comments, someone posted about how her grandma’s accidentally put money to a stranger.
I, myself, have never used Zelle, thus will be my very first time. What happened was I unintentionally put a wrong last four digits phone number! It was an honest mistake. I didn’t get a hold off of my bank until Monday morning, and rep just told me I need to contact the phone number it was sent to and asked to reserve my money. I was pretty shocked when the rep told me that. He said, they should be able to reverse it. So then I contacted the number, and happy someone picked up the call right away. The stranger happened to be a man and introduced myself and told him what was my call regarding and explained to him. He did in fact said he received a text from his bank. But after all that explaining and waiting, he refused to reverse it and told me I should file for a dispute. However, three weeks later I received a letter from my bank that they’re closing my claim and they’re reversing the credit it was put in to my account. That is when I started my research and found Elliot Advocacy.
Thank you so much, Michelle!! God bless you and your team. Stay safe and healthy!
Ironically, dealing with their "customer service" for issues on their own site is a nightmare. They are rude and unhelpful and I'm baffled by all the positive responses when I received nothing but vitriol after a very simple request for them to edit a posting due to private information. Do not post on their site unless you want your info made public permanently.
One year ago I purchased a one year travel insurance policy. Then covid took over the world and all our overseas events were cancelled and travel restricted. When I received a "renew" notice from the insurance company I emailed them a polite request for some kind of adjustment. They offered a 90 day extension. I emailed back that travel was still restricted and the covid situation was no better than a year ago, so a ninety day extension would be useless. I suggested a better solution would be to extend my policy for one more year at no cost, even though it appeared I would only be able to travel later in the year. They refused. So I contacted Elliott advocacy. They asked me to forward a my email communication to the company to them. Today Elliott informed me that they can communicated with the company and they would be refunding my policy payment, over $1000. Thanks Elliott. You guys are great.
Last summer I had placed 2 orders in May and June with eBay, with no problem. When I repeated the order in July, I didn't notice that someone had substituted a different address. The order (which had at least 3 components) all went to an unknown address in Miami, Fl, costing me hundreds of dollars. I complained to the seller who said it was eBay's fault and when I tried to lodge a complaint with eBay, they kept referring me back to the seller saying the problem was there. This went back and forth for a couple of months to no avail and I finally gave up. That is, until I saw a column for Elliot Advocacy. I thought I might as well try to see if they can help me. I wrote to them and they followed up with eBay. Now, seven months later I have finally received my refund from eBay and Elliott Advocacy resolved the problem in record time. I am so grateful for and appreciative of this nonprofit. Thank you so much!
I wanted to share my experience. I had a difficult time with the Google store about replacing my phone which was still under warranty. First, they wanted to fix it for a price, then they would not return my phone. I believe that the phone was fixed and sold. I was waiting for a replacement phone for months. I reached out to your service and they had overnighted me a brand new replacement phone. Thank you so much. I would recommend this service to anyone that needs a problem resolved.
We requested a refund for our OAT trip which was cancelled and after months were told we would have to wait 30-90 additional days. After 90 days of waiting we were told it would now be 90 business days. This runaround provided the push to contacted Michelle for help and within one day her contact at OAT issued the full refund. Thank you Elliot Advocacy Agency!!
I had to cancel my Airbnb rental in Hawaii due to COVID restrictions. Airbnb would not reply to my letters or emails requesting a refund. This was even after erroneously telling me that they had refunded my deposit to my credit card company. I tried for months and months without success. Elliott Advocacy contacted Airbnb on my behalf and I had my refund within 2 days! Thank you! Elliott Advocacy!
An article was published in the Palm Beach Post recently about how the Elliot Advocacy Agency had gotten Overseas Adventure Travel to finally refund a couple's total trip payment after OAT promised to pay back all monies for a cancelled trip due to Covid, and then subsequently refused to do so. This article was forwarded to me, and then I forwarded it to my friend who I was traveling with, because the same thing happened to us! Michelle at the agency got right back to us after we pleaded our case and she began investigating our communications with the company, and invoices. After several weeks, she was able to get the total amount paid back to both myself and my friend. Her efficiency and her ability to contact the correct person helped us to move on from a very frustrating situation that was created after our trip was cancelled in March of 2020 with a promise of a full refund. We are very grateful for her patience, hard work, and dedication to righting the company's wrongdoing to its customers. Thank you so much to Michelle, and all at the Elliot Advocacy Agency for your dedication to the public. Rhonda Corbman, avid traveler.
Michelle is THE BEST!!! Beyond wonderful. Paypal on the other hand, I am not sure how they are still in business. I got over $2000 that was stolen from me back ONLY because Michelle worked for me. This is a WONDERFUL service and I recommend them to anyone who needs help especially dealing with Paypal.
Imagine you woke up one morning - of Christmas week - to 3 alerts. One, there's an unrecognized login from Paypal, two you opened up a new credit card Paypal key, three you used that key to spend over $2,000 at apple.com in hong kong, but you live in New York. You call Paypal, to tell them about the larceny but they have no humans to speak to. They direct you online - to bots. The Paypal site does not allow you to flag the "pending transaction" so you speak to the bots for days. Eventually the case gets denied with an email from the bots who tell you to "enjoy your new purchase".
This is where Michelle was able to help. She stepped in sending my paper trail to a HUMAN. She assisted in having them review my case and giving me my rightful money back. If you are having a paypal problem contact Michelle!!
I can't thank her enough. By New Years my case was solved.
Thank goodness for Michelle and the Elliot Advocacy group!!!!!!
I highly recommend Elliot Advocacy, and I am grateful, and so thankful for Michelle Couch-Friedman, Executive Director, for securing my full refund of $6544 from Overseas Adventure Travel, through her executive contact, for my trip to Sicily that they cancelled due to the covid pandemic. I had been calling and e-mailing OAT for 10 months, with no satisfaction, and Michelle secured my refund in 2 weeks.
OAT had cancelled my scheduled trip for May 14,2020 to Sicily with a friend, a 3 time OAT traveler, and never sent a cancellation or called us. When we attended a loyalty lunch on February 4th the Boston Rep had told us to wait for a call and we would receive a full refund or could book a future trip. No call or note was sent but the website showed that all Italy trips were cancelled through June. After numerous calls with promises of call back from a manager, which never came, we were told a refund was not available and we had to rebook a future trip immediately or forfeit some funds.The new trip was scheduled for May 2021. When we started calling again they told us that if this new trip was cancelled again we could rebook. As a senior I am not ready to travel to Europe at this time.
We were at wit's end when I saw Elliot Advocates column of December 12th in the travel section of the Palm Beach Post where a client had received a refund from OAT. 2 weeks after contacting them and much correspondence, Michelle secured a full refund, for both of us, which showed up on our individual charge accounts yesterday, and I can breathe a sigh of relief. Again I am so grateful to Michelle Couch-Friedman of Elliot Advocacy for all her hard work on my behalf.
I thought I had lost my passport so I applied for a new one and sent $115 to the passport office. Later I found my passport so I tried numerous times to contact the passport office in hopes of getting my money back. Each time I called, I got a different answer and basically got nowhere. It was not until I contacted Chris Elliott that my problem was solved. He contacted the office for me, got them to help me with my problem and resolve it. He found a person who actually knew what they were doing at the passport office and resolved everything. Without his help, I would be nowhere and without my passport.
I have bought a ticket from Alitalia on Sep. 2nd 2020 from Cairo to New York transit in Rome, and due to my visa status I couldn’t board the flight in Sep. 18th and was rejected, my ticket receipt from Alitalia showing that refund is permitted before departure, so I’ve sent an email to customer.relationsEG@alitalia.it for refund before the departure of the flight to Rome, they answered that the case will be investigated within 30 day and they will reply within the same time, unfortunately they replied that my ticket have no refund.
After that no email was replied from their side.
I have contacted Elliott Advocacy on their website then I received a reply from their Executive Director (Michelle Couch-Friedman) a very helpful person, I explained the situation to her and sent her all the correspondence between me and Alitalia
And she managed to contact Alitalia through one of their representatives
After that and posting on Alitalia’s page on Facebook I started to receive phone calls from their customers relation to make a deal for a refund and we have agreed to reimburse me with full refund of my ticket value
I had gotten no where with Franke after they sold me a transmitter for our home water filtration system that they already knew did not work. They brushed me off with a filter and stopped answering my emails. After contacting Elliott Advocacy and providing a brief history of the problem and my attempts to resolve it they stepped in help me. In less than a week, Franke representatives called and emailed to tell me that they would refund the cost of the part and pay for its removal! I don’t know what magic they have, but I just want to say a BIG ‘Thank You’ to Michelle, Dwayne, and everyone over at Elliott Advocacy!
I highly recommend Elliott Advocacy, a non-profit travel and consumer advocate organization.
After struggling with Samsung for almost a month regarding a defective 4-month old, 50" "Crystal" Series 8 smart TV, purchased in Target at the end of May, I turned to Michelle, the Executive Director of Elliott Advocacy in desperation.
I had already contacted Samsung customer service, technical support, refunds and repairs, as well as the Office of the President with no helpful results, just the runaround!
I had been referred to Samsung's TV and electronics repair agency near where I live, who made every attempt to be helpful. However, after I submitted all requested information, documentation and photos, they ordered me a new replacement TV screen from Samsung, which was rejected not once, but TWICE!! (The second time was after the Office of the President had verbally confirmed the replacement reorder would be accepted!).
I had also requested a replacement TV or a refund, but Samsung was firm that their basic warranty only covered repair and not replacement or a refund. Then, they later advised me that at least 2 attempts must be made to repair a TV before a refund would even be considered.
This back and forth continued for over 3 weeks, during which I was home-bound due to my age, existing health issues and being vulnerable to Covid, with NO working TV for streaming programs - which was why I purchased it after my trusted Sony TV died after about 13 years, which was understandable.
Michelle got back to me right away after I filed my request for assistance and - as soon as I submitted all requested information, documentation and photos to her - she reached out to their Samsung executive contact, and I was immediately contacted by the Samsung Office of the President (with whom I had been going around and around getting nowhere for weeks) and offered a full refund with a small amount of compensation, which was not what I had hoped as had to pay others to help me obtain and set up a new TV and later to recycle the old one, but at least Michelle's contacting the company tipped the scales in my favor and I am getting a refund, for which I am grateful.
I believe that Chris Elliott writes columns about consumer advocacy in about 6 national publications, as well as I enjoy receiving and reading their very informative daily newsletter.
(Please note that the center photo shows the red light indicating that the TV is turned on, but a completely black screen.)
Our river cruise for Sept. 2020 was cancelled by Grand Circle Travel due to the China virus. We were told we had the option of a full refund or reschedule with a discount. We wanted the full refund and was told on 7-17-2020 that it could take 30 days. Called again on 8-17-2020 then was told 45-60 days from the date of refund approval by the finance office for Grand Circle. Well long story short when we did not get the refund on 10-8-2020 when it was promised by a customer service supervisor, an email was sent to Harriett Lewis with no response. I contacted Elliott Advocacy, Michelle emailed me within 24 hours and handled the problem immediately. We got a refund within a few days. It did take longer to get the deposit refunded back to the credit card after receiving the bulk of the money to our checking account. Thank You Micelle and Elliott Advocacy Group for your help.
I had a stressful issue with Paypal. Some money was gone from my Paypal account out to an unknown account that I have never sent money before. Apparently it was a fraudulent transaction and unauthorized access to my account. The more I got in touch with Paypal customer service the more I was disappointed. Once they told me that the transactions in not unauthorized and the other day they said the money is back to your account. All in all no success contacting paypal directly. They all the time refuse to refund me the stolen funds. After contacting Elliot Advocacy and furnishing them with all chain of correspondence I received a refund from Paypal for around $900!
Thanks a lot for the high quality, fast and responsive service that you provided me in no time.
When it became clear in late March that we would not want to travel to Africa in June with Overseas Adventure Travel due to the COVID pandemic, we exercised the "cancel any reason" clause in our trip insurance. We received written confirmation from OAT stating the amount of our cash refund (which was correct) and defining what other steps we needed to complete. We completed those steps the same day.
Nearly 6 months later we were still waiting for a refund despite numerous phone calls and another promise we would have it in 30 days which was made at the end of July. At the end of September after more phone calls and email with no results, we asked for assistance from Elliott Advocacy. Four days later the refund is in our bank account. Thank you Elliott Advocacy (and especially Michelle).
Brilliant. I ran into false advertising with my airbnb stay. After weeks of no response from the airbnb team and then connecting with them finally only to be given the runaround, I went straight to google to see what other people have done in my position which is how I found Elliott. I sent them all of my correspondence and picture evidence and I was shocked at how quickly they responded back to me. By the next day, Michelle had sent my case directly to an airbnb executive and within a few hours I was refunded for my whole trip and even given an extra credit to put towards my next one. Absolutely stunning work and my mind now rests easy after weeks of stress. I have already started telling everyone I know about Elliott. Such an important resource to know exists.
I had made reservations for a flight to Nassau, Bahamas for my husband and myself in late January 2020 to fly via BahamasAir on eDreams.net. When I purchased the tickets, I also purchased their "cancel for any reason" insurance for these tickets. In late February we realized that we were not going to be able to take our trip to Nassau, so I contacted eDreams.net and they assured me that I would receive my refund within 5-7 business days. Then COVID-19 caused major shutdowns. I was unable to contact anyone concerning my promised refund. After sending emails and making phone calls for months, I contacted the Elliott Advocacy after reading the stories published every Sunday in my local newspaper. I supplied Elliott with my paper trail. They contacted eDreams.net on my behalf and nine days later I finally received my refund. I can't thank Elliott Advocacy enough for obtaining this refund for me. They're great!!!!!
I have read Chris Elliott's Advocacy columns for years, and have occasionally contributed, but never thought I would need its services. I booked an OAT trip to the Baltics with an extension to St. Petersburg and Moscow for May 2020. Obviously COVID changed these plans. I was told by OAT that I could book for next year, which was $400 less, and would receive a rebate of the $400 plus the cost of my visa for 2020, which was $300. I rebooked. The rebate never came, and I was told that OAT had changed its policy (after my contact with them) and that I could only get a credit. I wrote but never received a response. So I contacted Elliott Advocacy. Within two hours of sending my email, Michelle responded and asked for any confirming documents. I provided them. Long story short, Elliott Advocacy's OAT contact went to work and today I received a check from OAT for $700. I have had wonderful experiences with OAT and fully intend to travel with this company again, but I couldn't have received the promised compensation without the intervention of Michelle and the Elliott Advocacy team.
Would like to share the excellent service recently provided to me by Michelle to resolve my issue with Expedia. In October of 2019, I booked a prepaid stay at a lodge near Yellowstone NP for May of this year. In early April, I learned that the reservation was canceled by the lodge due to Covid, and Expedia issued a voucher to me shortly thereafter.
Upon receiving the voucher, I booked a stay at a different lodging near Yellowstone for later in August with the hope that Covid would no longer be an issue. Within an hour of booking the new lodging, I received an e-mail that my new reservation had been canceled (even though I did not cancel it). This occurred in late April. I contacted Expedia to resolve the issue numerous times (by phone, online chat, and e-mail) during May - July, and was repeatedly assured that the voucher would be re-issued to me. However, this never happened.
At my wit’s end by mid-August, I submitted a request for help to Elliott Advocacy. I heard back from Michelle within 24 hours, and my long-awaited voucher was in my Expedia account within 1 week! I can’t say enough about this great organization, and I highly recommend their prompt & professional service. Thank you!
Michelle is excellent, she was consistent in keeping in touch with me about my credit refund from Sam's club. I believe if she did not get involved I would still be trying to get my credit refund. I cannot give Michelle enough praise for the work she put in.
The COVID-19 process put in place thru Sam's club did not help me much.
Steps I followed that took 2 months to clear up.
1. Went to Sam's club to buy an technological device that they did not have in the store
2. Had to come home and order it online
3. Order did not come when they said it would - Contacted online chat and was told to wait a week
4. Contacted online chat again because the device never came and they had help me place an order for another device and was offered 5% credit for the device being so late. I needed the device before leaving town and so it did not happen. I was told to contact them when I received the device.
5. Device came in 3 days later.
6. I waited 5 days before contacting them and asked for my 5% credit during that time, I noticed the device I ordered was $200 dollars cheaper, so I ask if I could get a credit for the cheaper device because it has not been 30 days. They told me they could not do it because of the computer system would not let them. I was told to return the device and purchase a new one for the cheaper price. So, they sent me a label and I packaged the device I had and return it fedex. I also received my 5% refund credit.
7. I went to Sam's club and purchase the new device and I never heard back from Sam's club about my credit refund on the returned device.
8. I contacted them on the phone and they said that the devices was not delivered and this was a week later, the tracking on the device stated it was delivered. The gave me an escalation number and told me the issue was escalated to the refund department.
9. I call the next day and they hung up on me.
10. I got in touch with someone on the chat who told me it would take 3-5 business days for my credit refund.
11. I call a week later to find out my case has been closed and they lied and said someone contacted me and since I did not reply they closed the case. I requested another case number from the online chat and they said someone with reach out to me in 5-7 business days.
12. No one contacted me by email or phone.
13. I went online and entered a request for help with the escalation number given to me. And got a response saying they are sorry for my issue and they are looking into now.
14. I contacted the online Advocacy group and Michelle contacted me right away and told me that she would contact Sam's Club.
15. I got an email from Sam's club stating they are working on my credit refund
16. Several days later I get an email from Sam's club saying my refund is being processed in 3-5 days
17. Finally, I check my bank account and the refund credit has been sent.
18. I want to thank Michelle for helping with my issue with Sam's Club during this time of COVID-19. She help me to relieve all of my stress from not receiving my refund credit.
*** Kudos to Michelle
On July 14, 2020, OAT cancelled our September 2020 trip to Ireland, and after hearing our options, we chose a full refund of $9,668.00, which was promised to us, in writing, within 30 days, as a credit to our Visa Credit Card account,. By August 18, 2020, not having received the credit, and after our emails and letters had beencompletely ignored, we contacted Christopher Elliott for help.
They were on the case immediately, and on August 28, 2020, our Visa Credit Account was credited with $9,668.00. Without the intervention of the Elliott Advocacy, there is no telling how long we have waited, since OAT was currently telling people that 90 days was the new waiting
period for refunds.
Was injured on a Princess cruise. After the cruise I wrote Princess expressing my displeasure not only about the cruise but about the issues I had with their on board medics. A received a reply that they would send me a check for 250 as gesture of goodwill. I never received check. When I followed up, they said a check was sent to some address I never lived at or heard of. They informed me that was address on file from 8 yrs ago. I informed them I never lived at that address and why didn’t they use current address from this past November. They said they would issue new check. Covid hit and they said I should be patient. Months later I tried emailing and calling the person I was dealing with. No reply. I wrote Chris Elliot regarding my problem and Michelle took on my issue. Today I received my 250 check. Thanks to Michelle stepping in on my behalf. She was diligent and quick to respond to me.
Love Elliott.org for consumer advocacy! Their guidance on how I can help myself -- with lists of companies and how to reach the contacts who can fix problems -- to syndicated articles and columns that educate me on how to handle situations I may find myself in -- such as that when an airline changes my flight, that's a cancellation, and they are legally obligated to refund my money if I don't want that flight -- to also providing personal assistance negotiating with companies when I'm not getting a response or fair resolution. Love Elliott.org and recommend their free service to any consumer who needs help navigating a company's (often unsupportive and opaque) bureaucracy to get an issue resolved.
My deepest gratitude to Elliott Advocacy specifically Executive Director Michelle Couch-Friedman. In March, I received an email from NCL notifying me that my cruise was canceled. I was provided 2 options, I selected a full refund. Approximately 45 minutes after receiving the email I called NCL as directed in the email to request my refund, thinking acting promptly would ensure I would get a refund and not a future cruise credit. Unfortunately, this is not what transpired. After numerous calls to NCL, I decided to dispute the charges with my credit card company. I received notice that my claim was denied because I canceled the cruise first which is not what occurred, I had an email that proved I didn’t cancel first. It didn’t seem to matter to either NCL or AMEX. I am so very grateful to Michelle, she was able to clear up this matter with NCL, and I finally received my refund!!!!
I was just one of many people whose Ultimate Africa tours were cancelled by Overseas Adventure Travels this spring due to the coronavirus. When I was initially contacted by OAT, they offered a full refund for my fully prepaid tour, then within a few days the refund offer was rescinded and replaced with credit toward future travel. At that time, I called in to OAT regarding my options. I again requested a full refund but was told it was no longer an option, but my credit for future travel would remain on the books through 2021 for me to use as I wished. Not satisfied with that option, I filed a claim for a full refund through TripMate, the travel insurance purchased through OAT/Grand Circle. During the 2 months it took TripMate to review my claim, OAT rebooked me onto another Ultimate Africa tour scheduled for 2021, without asking me if that was what I wanted. TripMate ultimately denied my claim, stating that when they contacted OAT, OAT told them I had already applied my travel credit to a new booking, referring to the rescheduled Ultimate Africa reservation that I had not authorized them to make, and for which I had never confirmed the reservation. Just at this time, I read in the Seattle Times Travel Troubleshooter column about another OAT client with a comparable situation for whom Elliott.org had successfully obtained a full refund. Following the advice in the column, I sent an email to the OAT contacts listed on the Elliott.org website. After 2 weeks with no response from OAT, I filed a claim with the Washington state Attorney General and also a claim through the Elliott.org website. Very shortly I got responses from both organizations, and Michelle Couch-Friedman relayed that she had forwarded my case to their executive contact at OAT whose team had been re-reviewing previously rejected claims and had begun processing refunds. Within another 10 days, a full refund was posted to my credit card. I'm sure this would not have happened without the of assistance Michelle and Elliott.org.
As a long time reader of the Elliot column in my newspaper and now online, I have benefitted from the advice offered on how to document and file a complaint with a vendor. Only recently have I called on Elliot to help me. The form of my complaint to the vendor (Venmo) was a copy of the email I sent to Elliot Advocacy. Immediately, Venmo responded with a changed tone and a promise to review my case. So just having Elliot around enables a complaining consumer to get a vendor's attention. Then Michelle, responding immediately, offered to intervene on my behalf. Within two days, Venmo dropped its threats to me and agreed that I owed them no money. Problem solved. The immediate and personal response from Michelle Friedman was truly exceptional.
December 2019, booked a trip with Overseas Adventure Travel to take place in April 2020. In March 2020, all travel was cancelled due to COVID-19. OAT had told me that I cancelled and because I had bought insurance for the trip I would get a voucher that would be applied to a future trip. The voucher was for only a portion of the cost, less of course the insurance premium. It was also non- transferable and had a 12 month expiration date. If it hadn't been for the Elliott Advocacy, specifically Michelle, I would not have know the executive to contact at Grand Circle, the parent company for OAT, and with Michelle's knowledgable help, write the last letter. Michelle also directed me to the Attorney General for the state of MA. and I filed a complaint. Elliott Advocacy is the greatest help for people that find themselves the victim of companies that take advantage of good customers. I have been promised a full refund. This trip in April 2020 would have been our 7th. trip. OAT should not put good customers through the stress of fighting for what is right. Prior to this pandemic, the trips we took with Grand Circle and OAT had been very enjoyable, and we recommended this company to our friends who also traveled with G.C. and OAT. Let’s hope that now that this company recognized their mistake and is doing the right thing, that when it is safe to travel, they will again provide a rewarding experience. We will not be traveling with them again, they have lost our trust.
I really appreciate the work this organization does for people. Michelle helped me out with a trip that I booked through Expedia. I canceled the trip because of the covid. The hotel in Mexico actually closed down during my arrival, so I figured there would be no issue getting a refund. The hotel refused even though there was a travel ban from US to Mexico. After calling Expedia numerous times with a complete run around I found the Elliott Advocacy. Michelle was very helpful and even followed up when we were ignored by Expedia. She put the extra time into my case and finally got a full refund. I highly recommend anyone to use them if you are having issues with companies.
My saga begins...Four couples planned a trip to Hawaii for April, 2020. It included hotel, air fare & 7 day cruise all booked through a travel agency (WMPH/ICruise) & Norwegian Cruise Lines. Because of Covid 19, NCL suspended the trip & stated full refunds would be made available after certain forms were filled out through the travel agency & NCL.
After notifying the travel agency & NCL of our wish to cancel & receive a full monetary refund we were told 60-90 days was the wait time. That made sense until the 3 other couples received their refunds but we didn’t!!! When we inquired as to why we hadn’t we were told by NCL it was because WE had cancelled the trip before NCL had suspended it!!!! THAT DID NOT HAPPEN!!!
We then spent days/weeks calling/sending emails to the travel agency & NCL. NCL said that all requests & information had to go through the travel agency. Phone calls to them went to voicemail & not returned until days later. No resolution was being offered to us.
In late June we received a portion of a refund, 1/3 of the amount we had paid, with no explanation other than that’s all we were receiving because we had canceled!!!
Now enter Elliott Advocacy Group...and Michelle Couch-Friedman. We read Chris Elliott’s article every week in the Sunday newspaper and decided to contact him. The response was immediate.
After submitting all our information, as well as all emails from NCL & WMPH/ICruise, plus our desired resolution of this issue Michelle sent constant/daily emails to us.
She kept us up to date on every contact she was having with NCL. She sent a single email to the travel agency & suddenly we received a phone call with assurances that there was indeed a problem and it would be resolved. They also apologized!
We awoke this morning to the most wonderful email/news from Michelle. The travel agency was returning the remainder of our refund while admitting NCL had rejected our claim in error.
We sing the praises of the Elliott Advocacy Group!!! They are there for those of us who feel like “no one is listening”!
Michelle’s professionalism, thoroughness, positive emails as well as attention to detail gave us so much comfort during what became a very stressful & frustrating experience.
Michelle, a sincere appreciation to you for helping us.
I had an issue with PayPal I couldn't resolve by myself. There was a huge unauthorized charge that PayPal wasn't willing to recognize as illegal and refund me. PayPal didn't even want to re-open or review the case. I contacted Elliot Advocacy and very quickly I received an email from PayPal letting me know that the case was reviewed and they decided that the transaction was unauthorized and that the transaction was going to be refunded.
Words cannot describe the relief I feel over the resolution of my Airbnb rental problems. Because of the pandemic & certain health & travel problems we needed to cancel our reservation. We contacted Airbnb & did not hear back. We then contacted the hosts who said they had someone else interested in our week so they would do what they could. They too, contacted Airbnb with no luck. So first, you helped us to present our case. Then when the Airbnb website proved so difficult to navigate your help there saved us. You submitted our claim & 12 hours later had a full refund. We truly couldn't have done it without you. We are telling everyone we know about your service.
I had an excellent experience with Elliott advocacy. I had to cancel a trip to South America which included a non-cruise boat trip through the Panama Canal which I scheduled separately. I suffered a severe traumatic orthopedic injury necessitating the entire trip cancellation. Everything scheduled for this trip was refunded to me promptly except for the Panama Canal boat trip. I did everything required and notified them well in advance of the time required for a refund according to their cancellation policy. Month after month they kept dragging their feet and would not send me the refund money. I began to think I would never receive the refund money. Finally I contacted Elliott advocacy and Michelle handled my case. Within a few days I had my refund money in the bank! I can't begin to tell you how wonderful this organization is and how great Michelle was in handling my case. I was amazed how smoothly things went with this difficult boat company once she got on the case !
I had a great experience working with Elliott Advocacy! I was getting misinformation and the run around with United Airlines on my rights with respect to flights they canceled on me due to the COVID-19 impact on travel. I simply wanted a refund of my ticket cost because the options they were giving me put me more than 24 hours off my schedule which basically negated the reason for my trip. I noticed Chris's article in our local paper that was essentially the same situation I had experienced. I sent an email to them and Michelle responded right away. Their information gathering portal was really easy to use! Michelle forwarded my information on to her contact at UA and a couple of days later I received a call from a UA representative who corroborated the facts of my case and agreed to refund my ticket. This all happend in a very timely manner! I really believe that this wouldn't have been resolved in my favor without the intervention of Elliott Advocacy!
I was scammed by Groupon. They double billed me & never sent product. After 3 months of getting nowhere, Elliott.org took over.
I sent them all my info & my paper trail.
I worked w/ Michelle. She was professional & very patient w/ the emails I sent her. She always answered me. It took 3-4 wks & I got all my money back
This is a great consumer advocate!
We purchased tickets to March Madness from Vivid Seats and then Covid happened. We received an email advising we would get a cash refund in 4-6 weeks. After that time, with no refund, I send an email. We were then advised we were getting a credit, not cash. After that, I spent a month of back and forth emails to no avail.
Luckily, I came across Elliott Advocacy. I had no idea if they could help but I figured what could I lose? In just a few emails (sending them information they needed), they advised they were sending Vivid Seats an email.
Literally, ONE DAY later, we received an email from Vivid Seats that we were getting our refund.
I couldn't believe it!
What a great group of people - I have told everyone about them.
I was having an extremely difficult time reaching Ikea in regards to an order unfulfilled. I came across Elliot Advocacy by chance and reached out to them because I had no other options. That same day they contacted me and they were also able to reach Ikea through their contacts and helped resolve the issue. I honestly didn't know what I would have done without their help, thanks again Michelle!
My travel companion, Bea and I had booked the Ultimate Africa trip with Overseas Adventure Travel in May 2019. In order to receive a substantial discount, we paid OAT in Full at that time, more than $10,000 per person.
In February 2020 it became apparent that our trip was in trouble, besides the fact that I had no intention of traveling to Africa during a pandemic. I started watching the Overseas Adventure Travel website in March when things in America began shutting down. I also had friends who had an earlier trip postponed to a later, so I was watching the OAT site almost daily to see what was happening to our trip. Overseas Adventure Travel in the middle of April, postponed our trip (which we had paid in full in May 2019) from June 2020 until July 2021.
The next day, in the first of many unanswered emails to the OAT support team, I acknowledged that OAT had postponed our trip until July 2021. I also said we WOULD NOT accept this as a possibility and we wanted a full refund. At this time OAT was asking the if you had a trip scheduled for June to not call their office until April 27. I called OAT on April 27, which was the first day allowed for June 2020 trips, and was told no refunds were available. I was on the phone for hours.
The next day OAT called me to reiterate this!!! Only vouchers for future trips!!!! They had $22,000 of our money and hours and hours of my time trying to get my money back.
I spoke to a lawyer who told me to wait it out and see. I wrote to the Washington Post travel editor who sent my email to Christopher Elliott who reached out to me WITHIN MINUTES.
Michelle, the Executive Director of Elliott Advocacy contacted me, again within minutes, and asked for all my documentation of conversations and emails with OAT. I had lots!!! This was on a Sunday, the following Friday Michelle called me to say she had spoken with OAT. On Monday OAT, called me to say that both my travel companion and I were being reimbursed in full.
I was and still am, in shock. We have been reimbursed for the travel insurance, to our credit cards, but are waiting for the "check in the mail." If it does not arrive in a timely manner, I know whom to call.
THANK YOU ELLIOTT ADVOCACY. YOU ARE TERRIFIC AND I HAD KNOW IDEA YOU EXISTED.
Dwayne was so helpful. He looked at my supporting documents and said that the problem appears to be with my bank. He suggested opening a case with the Consumer Financial Protection Bureau, which I did. In less than 2 weeks, my bank refunded my deposit, which I have been trying to recover from them for more than 7 months. During this period, I tried calling them, chat on line and letters, but was given the run around. I remembered reading the Elliot Advocacy in the weekend newspaper in Oakland, Ca, so I started researching and found their website. First Dwayne asked a few questions and in the next email, he said for me to send all the paper trail, both to the merchant and to the credit card company, and explained the importance of establishing a paper trail. I made copies of all the letters and documents and started copying all the chats on line in a word document format. When I sent him all of these, that's when he said that it appears that my bank missed something and I should file my complaint. If it were not for him, I would still be trying to resolve with my bank.
They helped us so much at Elliott. We had to cancel our honeymoon airbnb due to COVID and they would not give us a refund. This went on for over a month! We talked with Elliot and in one day got a full refund from airbnb. We worked with Michelle and she is amazing!!
I could not get money for a cancelled cruise. Michelle was wonderful and represented me. I got the money back only because Michelle worked for me. This is a WONDERFUL service and I recommend them to anyone who needs travel help.
Michelle was spectacular - is still being spectacular. I had a trip to Milan planned for quite an expensive photography trip in early May. Of course, Italy was closed long ago and remains so. The person running the trip (somebody I met when he led a photo workshop in Maine) "postponed" the Italy workshop until about May 2021. When I asked for a refund, he said he didn't cancel it, he "postponed" it. When he became mildly abusive via email, I got in touch with Elliott Advocacy, which I read about in The Washington Post. Michelle contacted me the next day. After I gave her additional information about the situation, she contacted the person running the trip. He went berserk and it quickly became ugly. Michelle calmly communicated with him several times, communicated frequently with me as an adviser as it was going on. Finally, Michelle determined it would go nowhere but would require legal action. She then gave me a lot of information telling me who I could contact, giving me details for how to contact them. She sent me many helpful emails over a several day period. After a couple of more emails, largely for me to tell him I thought this was all unfortunate but that I'd be taking him to court and him telling me to "bring it on," the trip leader mailed a full refund, with a statement, of course, that he wanted to make sure I knew it had nothing to do with all of the communication, but he was only doing it for all of his other "deserving" clients so was sending the refund to me also. Of course, there's little doubt that this was successful because of Michelle's help, both via emails and her repeated advice to me. Even though it was all over, she just recently checked in to make sure I had gotten the checks and to further advise. Can't say enough good things.
My young wife (we've been married 52 years) and I purchased Business Class tickets from United Airlines, non-stop San Francisco to Tel Aviv, departing SF April 16 and returning May 1. Total cost: $8580.82. Given the Corona virus quarantines worldwide, United thereafter posted on its website that it would not allow anyone to board any flight to Israel unless they could "substantiate" compliance with this 14 day quarantine. As we'd only be in Israel 13 days, that was impossible. Of course we were not able to reach United by telephone. We went online and requested a refund. United sent a "form" email denying our refund; no explanation given and no information how to "appeal" this decision. We were out $8580.82; no travel voucher or travel credit, much less no refund. We then read an article in our local newspaper of how Elliott Advocacy had helped someone in a similar situation. We smiled them and Michelle Couch-Friedman (forever more "Our Guardian Angel") took up our cause. Bottom line: yesterday we received a full refund from United. Without Elliott Advocacy's most excellent Executive Director, Michelle Couch-Friedman, we'd be out almost $8600. THANK YOU MICHELLE and ELLIOTT ADVOCACY. Mary and Lon Allan, Monte Sereno, CA.
Thanks to Chris Elliott and his effective advocacy group for obtaining my refund from Allianz Travel Insurance Co. Because my tour company cancelled the tour scheduled for April 10-20, 2020 instead of me cancelling, I researched Allianz's revised refund policy due to coronavirus. According to Allianz's coronavirus refund policy, when the tour company cancels a tour and I have not filed a payable claim, my travel insurance will be refunded.
So I proceeded to contact Allianz to request my refund. I sent 2 internal emails from thier online website dated March 16, 2020 and another internal email on March 20, 2020. No response from Allianz.
I then called Allianz on March 23, 2020 and spoke to an agent on a recorded line. She suggested I send an email request to a different email address, which I did. The email address is email@example.com No response.
At this point I needed extra help and reached out to Chris Elliott and his team. Within 24 hours they had contacted Allianz who said they tried to refund the amount paid for travel insurance, but encountered a refund error. Allianz never contacted me about this error, so I only knew of this response because of Elliot Advocacy.
I emailed the needed info to Elliiott Advocacy and within a couple of days the refund was returned to my credit card. Immediacy and efficiency are the best words to describe Chris Elliott and the advocacy travel team. With much appreciation. Diane H.
I had been going back and forth with Airbnb as soon as the global pandemic started, trying to get a refund on my upcoming stay. Despite their new "extenuating circumstances" policy for COVID-19, they kept denying my refund. As soon as I was in touch with Michelle from Elliott Advocacy, she gave me a few things to sent to Airbnb, and they worked immediately! Airbnb finally agreed that I deserve a refund based on the documentation I was provided with in regards to the travel restrictions and shelter-in-place. So thank you, thank you!
I have used APC (Schneider Electric) battery backup with power protection for my electronics for as long as I can remember. They have protected all of my audio/video and network components flawlessly...up until recently.
Last year in October, to help curb wildfire potential in Northern California, our power company removed power for 4 days. When they turned it back on, my internet components would not turn on.
I called APC and filed a claim for my components and sent the battery backup to them for evaluation. They responded in January 2020, stating that "no problem was found" with my unit and they would reimburse $240.00 for the broken components. I was very pleased and patiently waited for my check.
I emailed my contact at APC, Jessica, on February 1 asking about my check, but got no response. I did it again on February 6 and 17...with no response. I'm not OK with being ignored. It's a matter of principal.
I contacted Elliot Advocacy on March 6 and forwarded my emails to them. I heard back from Michelle Couch-Friedman the next morning, as she had already made contact with APC requesting their follow up with my case. Amazingly, my contact Jessica responded, stating that the check they sent some time ago "must have gotten lost in the mail". She said a replacement would be sent. I waited 9 days, then emailed Jessica asking again for an update. I got a response from Samras Prak stating that due the Coronavirus, checks may be delayed 6-8 weeks. Really? Come on.
I contacted Elliot Advocacy immediately, and Michelle contacted APC again. I don't know what she told them, but a couple of days later, there was check in my mailbox from APC/Schneider Electric for $240.00.
Many, many thanks to Elliot Advocacy and Michelle Couch-Friedman, for without their intervention I am positive that I would still be waiting for an email response from APC/Schneider Electric. THANK YOU ELLIOT ADVOCACY!
I wrote Elliott Advocacy as I was unable to get Collette Tours to issue a credit for a deposit put on a trip, which I cancelled. Collette acknowledged I was due the credit, but just gave me the run around. Within one day my dispute was cleared up due to the intervention of this wonderful support tool.
I had a frustrating experience with British Airways that seemed like an open and shut case (the airline had agreed they owed me money) but it was impossible to actually get the money from them. I wrote to Elliott Advocacy stating clearly in my intake note that I needed consultation but was not comfortable sharing my story due to privacy concerns. Despite this, Michelle was active, helpful, and productive in first writing to BA on my behalf and then steering me to and through the CEDR arbitration process. I just received word that they are finally sending the check to me. On a side note, Michelle is such a pleasant person, and competent advocate, and compelling writer -- she is really a gem and it was a great benefit to know she was in my court. Thank you so much, Michelle!
I want to start by saying Thank you so much to Michelle and your Team. Michelle helped me get reimbursed for being denied the opportunity to board British Airways flight to Ghana two days before Christmas. I was told by the agent that my passport and visa was not valid. The agent completely read my information incorrectly. I had to buy a same day ticket on Christmas Eve to get to Ghana on Christmas Day to be with my friends and family. After I returned home I reached out to British Airways to inform them about my situation and they completely dismissed me for 2 months. I got Elliott Advocacy involved and a decision to reimburse me was made in two weeks. My initial flight with miles was 658.00. My same day ticket was 5780.00. The flight ticket went from affordable to extremely unaffordable. I didn't give up and did what I had to do to get to Ghana knowing that I presented the correct documents. Thank you so much Elliott Advocacy.
I had a problem with a Groupon that did not work. I paid for the service due to being at point of sale. They refused to give me a refund but would give me a credit that I was not able to use. After contacting Elliot Advocacy and furnishing them with all my receipts and chain of correspondence I received a refund from Groupon as well as a $25 credit!
I'm a longtime reader of Elliott Advocacy's stories, and hoped my exposure to everyone else's challenges would prevent me from ever experiencing one myself! However, when I had a problem with Enterprise Rent-a-Car after a vacation, I knew just where to turn.
Michelle and the Elliott team resolved a year-long international debacle with a tidy week of emails. The entire time, they were highly responsive, friendly, and encouraging. I feel good about the resolution we arrived at, in part because I know there were no screaming matches or strongarming - just polite direct communication.
If you're vetting Elliott Advocacy for donations or service, I can attest personally: they effectively help people with little-to-no recourse otherwise. If you're looking for help with an issue yourself, I can't recommend them highly enough.
Elliott Advocacy is true to everything it represents. I am happy to be in contact with one of them, Michelle Cour- Friedman. She is truly knowledgeable , very helpful and prompt in dealing with consumers with some legitimate issues. I sought her help to assist me in resolving some issues I have with Norwegian Cruise Lines. My issues arose when my wife and I missed the boat on a 7 day Alaska Cruise. This happen because the air flight booked by NCL for us wasn’t timed correctly for us to board the ship. We filed a complaint but was summarily rejected our demands for refund and reimbursement of our out of pocket expenses. Instead we were offered vouchers for our next trip with NCL and advise us to file our monetary claim with Aon Affinity, an insurance company provider for trip interruption. We did file but we’re summarily rejected too on allegations that our basis for claim is not covered. I felt helpless to these turn of events until I read an article from Michelle about a similar case of ours. When I contacted Michelle through email and asked for help and she agreed, it gives me big hope knowing in my heart that with a group like Elliott Advocacy in my side it will make a huge difference.
After asking some relevant questions , Michelle had all the information she needed to elevate my claim to NCL. It wasn’t to long that I got a first response from NCL. They’re apologetic and has grant us refund for a portion of cruise fees. The second letter was also approval of reimbursement of a substantial portion of our out of pocket expenses while stranded for 3 nights before we have rejoined the cruise elsewhere . Although we were not able to recoup the entire losses , we are very thankful with Michelle and Elliott Advocacy for their reliable, trustworthy works for consumers welfare. It’s a blessing to have a group like Elliott Advocacy to stand for consumers who are sometimes treated unfairly by businesses.
I highly recommend that if you have encountered issues on your own as consumers, Elliott Advocacy is a big voice and a helping hand in this field.
Marcelino of Virginia
Elliott Advocacy was everything they said they were and more! I am very happy with their speed and professionalism. They were able to help me with a sizeable refund issue with a well-known service provider after I'd exhausted the normal channels. Even though I did not meet with anyone at Elliott Advocacy in person and with the business dragging their feet on my refund, I knew my advocates were on top of things. I almost can't believe such a consumer advocacy group exists! Such a blessing for all of us dealing with so many apps and websites that have little to no customer service.
Highly recommended! We need more groups like this.
Wow, I am amazed at the impact Elloitt had in resolving my airline ticket refund issue. After personally contacting the airline about their incorrect application of the 24 hour refund rule as stated on their website, I filed a formal complaint with them. Hearing nothing after six days, I submitted my situation to Elliott this past SUNDAY EVENING. Shortly after submitting the information, Dwayne emails me to get some remaining questions answered and then submits his request to the airline. Early Monday morning, I have an email from the airline stating that they will make an 'exception' to their policy and issue the full refund.
Still annoyed that the airlines said they were doing me a 'favor' vs admitting they weren't even following their stated rules, Dwayne provided me with additional background on the DOT rules in order to file a complaint with the DOT regarding the airlines incorrect application of the rules.
Who could ask for better service than this? Incredibly timely help, additional education on how to push the airline to correct their own misapplication of DOT rules, and a very simple system for filing the claim with Elliott that makes it easy to get the information to them and for them to efficiently process the request.
Thanks Dwayne for your outstanding efforts to get the airline to the right answer.
Michelle, at Elliott Advocacy, was very prompt and very helpful in responding to several questions I had regarding a delayed flight from Barcelona to Chicago.
She Is knowledgeable regarding the EU rules and she encouraged me to contact Norwegian to file a complaint.
She followed me through several questions and with her additional valuable information, I learned from Michelle how to further appeal my initially rejected claim from Norwegian.
I was eventually successful in obtaining
a partial financial reimbursement for my airfare.
I am grateful to Michelle and to Elliott Agency for the work they do to assist consumers when expectations are not met.
I'm glad I found this group to assist me in obtaining a refund from Cathay Pacific Airlines. I had paid for a seat upgrade for Premium Economy on one of their flights and due to an aircraft change, my selected seat was no longer available so I was put in Economy. When I returned home, I notified my travel agency and they said it would take 6 months or longer to get a refund. I was stressed because I needed the money for another trip. After four months of numerous contacts with my travel agency and repeated responses of "we are waiting for the airlines", I contacted Elliott. I could not directly contact the airlines because I paid through the travel agency. Through the efforts of Elliott staff, I was able to get this refund within a short period of time. At no time did I feel they were not interested in assisting me so I don't know why there are negative reviews.
We made down payments of $4360 to David Morris Intnatl for a special program on a cruise. The special program (but not the cruise) was cancelled so Mr Morris and his representative indicated on November 12 that we were due a refund if we did not choose to go on the cruise. We requested the refund and were told that the cruise company would refund the money to Morris in about 10 days and he would then refund the money to us. I repeatedly e-mailed and called and was promised -- several times -- that the money would be returned "at the end of the week." After not receiving the funds by late January, I contacted Elliott Advocacy. They were able to obtain my refund in 10 days. I am very grateful and highly recommend their services. Their staff replied quickly and immediately took care of my problem.
I feel truly indebted to Elliott advocacy for help in getting a refund from a scammy company that is extremely good at evading accountability for their fraudulent practices.
On August 2019 I booked a Norwegian Airlines R/T ticket from Miami to London Gatwick for 2 pax . I thought I had a made a mistake with my reservation and I cancelled it and I made a second booking for the same flight. I was charged for both, but I opened a dispute with my bank regarding the first booking that I had cancelled. I received a temporary credit for the bank.Unfortunately, that was a mistake because that ticket was fully refundable and I did not have to make a claim since the airline fully refunded that charge a few days later. So, at this point I had a double charge of $ 691.60 each ( first booking that was cancelled , second booking made after the cancellation) and a double credit of $ 691.60 each ( temporary credit and refund from Norwegian Airlines). A few weeks later, because of the duplicate credits,the Bank reversed the temporary credit that had issued previously. So at that point, I assumed that the situation was clear, because there was no duplicate credits and my second reservation was regularly charged.
Upon showing at the airport I was told that my pending reservation was cancelled because of those previous duplicate credits. Although at that point there were no duplicate charges, because the bank had reversed the temporary credit and I had so far, three charges of
$ 691.60 each and two refunds of $ 691.60 so there was still a valid charge and my reservation should not had to be cancelled. So, unfortunately, in order to travel, that day I had to buy a new outbond ticket being charged $ 769.80 and a few days later an inbond ticket for $ 539.80 on top of the $ 691.60 already charged.
Upon returning back home, I started a dispute with my bank for the two additional charges of $ 769.80 and $ 539.80 because I assumed that the airline should not have had cancelled the second booking. I also tried to resolve the issue directly with the airlines. After more then two month, without being able to solve the problem and getting a final refund, I decided to contact Elliott and I got in touch with Dwayne. I explained all the situation to him and he contacted the airline. A few weeks later the dispute was fully resolved. I got a permanent refund for the two higher tickets I had to purchase.
Thanks to Elliott I could solve such problem and get my money back. The had been so helpful and professional.
Thank you again!!
Our Delta Airlines return trip from Ireland's Shannon Airport was delayed and that was no problem as there was time to spare on our layover when we landed at JFK in New York. Unfortunately a severe thunderstorm shut down all operations and the next leg of our flight to BWI in Baltimore was canceled. My wife and I were rescheduled to fly out the next day and arrive in the evening hours. We opted out and took the train to Baltimore. I filed a claim with Delta for the unused portion of our flight. Through correspondence with Delta I learned that a refund was processed and a check was issued on 9/20/19. Unfortunately for me the check was sent to the travel company that we booked through, that being EF Tours. Upon contacting EF Tours customer service my dilema began. All correspondence with EF Tours indicated that the airline was at fault and their team was waiting to hear back from Delta. During this email exchange I received a message from Delta with the check numbers that I forwarded to EF Tours and they still blamed the airline for being slow to respond to refunds. My attempt to get the amount of the refund from Delta was futile as it is against their policy to tell me that as I am not the direct receipent. If I had that information an EF rep said that EF would send a check to me. I inquired if anyone from EF Tours had contacted Delta via phone as emails were not being answered. I was advised that this was done and that Delta would not give them the refund amount. At this point this process was going nowhere. I wrote to Elliott Advocacy in December and explained my dilema. Dwayne was quick to respond and asked for all correspondence. I provided that information and the next day I received a message from Dwayne that he had reached out to EF Tours. When EF Tours did not respond he sent another message with the same result. During this time Dwayne sent a screen shot of the refund documents that were from the Delta refund web page. I forwarded that informaton to EF Tours and a check arrived at our house on 1/22/2020.
Without Dwayne's help it is entirely possible that I would still be waiting for the refund check. I might also add that I question why no one from EF Tours was aware of how to locate the refund information or why no one from Delta would have told me how to find it.
After filing multiple instances of a claim through Expedia’s Hotel Price Guarantee and being constantly and unjustly denied coverage, I reached out to Elliott and explained my issue. Elliott was very sympathetic to my case and asked me if I wanted their team to advocate on my behalf. I told him I would and he put me in touch with Dwayne, a consumer advocate specialist in their team. I described my issue to Dwayne and provided copies of emails and screen shots supporting my claim. Dwayne was very professional in his communications, responded promptly and helped me in obtaining additional relevant information. He followed through with Expedia and after a few weeks, informed me that Expedia would be notifying me of a favorable outcome. Shortly thereafter Expedia confirmed that my case was eligible under their guarantee and have issued a reimbursement pursuant to their Guarantee. I am extremely satisfied and thankful with the advocacy support that Elliott and Dwayne have provided to me and would highly recommend them to anyone who feels they have been unfairly treated as a consumer and have exhausted most avenues available to get resolution.