My Nonprofit Reviews

My wife and I had an absolutely terrible experience with a credit card company when we tried to rebook an international flight with travel points after we canceled due to a COVID exposure. We had a travel voucher and needed to use it immediately because my wife had to be back in the USA for cancer treatment. For whatever reason, this credit card company was incapable of rebooking our flight despite spending countless hours on hold and talking to numerous customer service representatives in a call center overseas. We eventually gave up and booked our own travel, but we asked the company to refund our points because they could not rebook us with our travel voucher and there was no chance for us to use the voucher within the year. The company was initially helpful, but then we got caught in the bureaucratic merry-go-round. We wrote letters, we called multiple phone numbers, and contacted the company on Twitter. Some of the "supervisors" we spoke to were legitimately cruel and dismissive, and we were left on the verge of tears on multiple occasions.

I had completely lost hope, but I decided to anonymously post on a Facebook group for families who travel and several people recommended Elliott Advocacy. Chris was extremely responsive and encouraged me to work with the company before getting him involved. The company told me that they were "actively investigating" our claim and gave us the name and phone number of a member of their "Executive Office" who would work with us. Over the course of a month, this person did not respond to a single email or phone call, and the company sent us a boilerplate letter denying our claim despite NEVER having spoken to us or doing even a modicum of investigation.

I called Chris and gave him a log of every email and phone call that we made. Within ONE DAY, an actual decision-maker from the company called me to apologize and hear me out. This person listened to me, empathized with what we experienced, and validated everything that we experienced. He immediately offered to refund our points, which finalized within days.

There is no way that I would have connected with this person without the support of Chris from Elliott Advocacy. I don't know what he did, but it was effective and fast. My only regret was not turning to Chris immediately rather than waste so much time and energy on my own. Thank you again Chris for your responsiveness and the amazing service that you provide.