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Michelle Couch-Friedman

Chief Fiasco Fixer / Consumer reporter

Michelle Couch-Friedman is the Chief Fiasco Fixer, founder and CEO of Consumer Rescue. She is a journalist, consumer advocate, travel writer, mediator, and trained psychotherapist. Michelle is also the travel ombudsman columnist for The Points Guy, contributing author at Fodor's Travel and writes Tales from Consumer Advocacy Land, Consumer Rescue's newsletter read by thousands of subscribers each week. Previously, she served as the executive director of the nonprofit Elliott Advocacy. During her six years managing all aspects of that organization, she resolved thousands of cases for troubled travelers and other consumers, earning hundreds of 5-star reviews on Great Nonprofits from those she helped. Michelle is a public speaker, and her expert guidance has been cited in the Washington Post, MarketWatch, Consumer Reports, Travel & Leisure, the Wall Street Journal, Newsweek, Popular Science, CNN, CNBC, Boston Globe, CBS News, National Geographic, Travel Weekly, Reader's Digest and more. You might even catch Michelle on TV reporting on a situation. :) Professionally, Michelle is a member of the Society of American Travel Writers (SATW), the American Society of Journalists and Authors (ASJA), and the North American Travel Journalists Association (NATJA). Today, she continues to spend as much time as possible fiercely defending consumers and traveling the world. Contact her at Michelle Couch-Friedman or on Linkedin, Twitter or Facebook. You can also check out Consumer Rescue's "What's your Problem?" Facebook group to get quick answers to your consumer questions.
A consumer advocate's comprehensive guide to American Airlines travel credit, AA aircraft at the airport, original photo by Michelle Couch-Friedman

American Airlines travel credit: How to use it before you lose it

No one could fault Kristina for overlooking the expiration date on her family’s $2,622 travel credit from American Airlines. For over a year, Kristina was in crisis mode after her husband’s brain cancer diagnosis. Of course, during that time, taking a vacation was last on her list of things to do. 

When doctors deemed Kristina’s husband well enough to travel, her mind turned back to their AA credit. She intended to use it to book flights for a memorable trip while her spouse could enjoy it. Unfortunately, by then the expiration date had come and gone.

Royal Caribbean passenger says his $16,000 jewelry purchase was a mistake, Utopia of the Seas, Royal Caribbean ship on the sea

I paid $16,000 for a diamond necklace on my Caribbean cruise. Here is its actual value

Alton Locklear returned home from his latest Royal Caribbean cruise with a $16,000 diamond necklace he purchased on the ship. But all was not as it seemed. He says salespeople inside the Effy jewelry shop aboard Utopia of the Seas wildly overinflated the value of that necklace. 

When Locklear took his sparkly souvenir to a local jewelry appraiser, he received shocking news. Not only was the total carat weight way off, but the diamonds adorning the necklace were lab-grown. Those details significantly diminished its value.

Now Locklear is hoping that Consumer Rescue can help. He wants to return the jewelry and retrieve his $16,000.

Car rental mistakes to avoid in 2026, expert advises travelers, Michelle Couch-Friedman advises travelers

8 expensive car rental mistakes and scams that can wreck your wallet

Expensive car rental mistakes are easily avoidable with just a little research and preparation. Yet week after week, the Consumer Rescue case files show that many car rental customers do neither. By the time I hear from these blindsided travelers, that oversight has led to hefty fees and other unexpected repercussions. 

Here are the most common mistakes car rental customers make and what you can do to avoid them in 2026.

Le Louvre, Tourist scams warning from Michelle Couch-Friedman (ombudsman columnist)

5 terrible tourist scams that could ruin your vacation in 2026

Could an ombudsman columnist who routinely writes about tourist scams become the target of one herself? The answer is, of course, “Yes.” No traveler is immune to the possibility of a brush with a bad actor — not even me. 

Norwegian Spirit cruise ship, Passenger denied boarding cruise, NCL changes its decision later

Norwegian Cruise Line refused to let me board the ship. Is this legal?

Norwegian Cruise Line recently denied boarding to a bewildered passenger in Tokyo — she says, solely because of her nationality. But the next day, NCL reversed course and told the woman she was welcome to join the cruise.

Unfortunately, by then, Norwegian Spirit had sailed and was nearly 500 miles away in Kobe.

The Publishers Clearing House scam is thriving, here is a real life example of how this call unfolds, a green phone with the word scam stamped across it is the featured image of this article

Publishers Clearing House scams are thriving. Here is the recorded call to prove it

Publishers Clearing House scams remain a menace to senior citizens, even after the company’s bankruptcy this year. I know because a friendly, self-proclaimed “man of God” called me last week, claiming to be a representative of PCH. He said he’d soon arrive at my house to deliver my sweepstakes award of “a whopping $5.5 million.”

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