Michelle Couch-Friedman

Consumer reporter and ombudsman columnist

Michelle Couch-Friedman is the founder and CEO of Consumer Rescue. She is a journalist, consumer advocate, travel writer, mediator, and former psychotherapist. Michelle is also the travel ombudsman columnist for The Points Guy, contributing author at Fodor's Travel and previously served as the executive director of the nonprofit Elliott Advocacy. During her six years managing that organization, she resolved thousands of cases for troubled travelers and other consumers. You can read hundreds of 5-star reviews Michelle earned during her service to the nonprofit on Great Nonprofits. 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.

American Airlines aircraft, damaged bag, AA plane ran over luggage

American Airlines destroyed my $1,700 bag. What does AA owe me?

August 1, 2025July 28, 2025

American Airlines passenger and frequent traveler June Lee recently checked his sturdy aluminum suitcase on a cross-country flight. Although Lee’s much-loved 2-year-old designer bag had successfully weathered many trips worldwide, it would not survive this journey.

When American Airlines reunited Lee with the $1,700 suitcase at baggage claim in New York, it was destroyed. In fact, the luggage looked like it had been run over by an aircraft instead of transported inside one.

Getting charged for rental car repairs, getting hit with false damage charges

I’m being charged $1,979 for rental car repairs, but someone else wrecked the vehicle!

July 26, 2025July 21, 2025

A steady stream of complaints from consumers charged for rental car repairs flows into the Consumer Rescue helpline each week. Most of these rental car customers are sure someone else caused the damage they’re being asked to pay for. Unfortunately, many of the bewildered travelers have no proof to support their assertion.

Then there’s Avis customer Emma B.

Emma’s was one of the strangest car rental complaints I’ve ever received. Given that I’ve investigated thousands of unusual cases during my decade of work in Consumer Advocacy Land, that speaks volumes.

Summer travel scams, avoid scams this summer, sunset in the summer

Summer travel scams are on the rise. Here’s how to spot and avoid them

July 28, 2025July 14, 2025

Expensive, vacation-ruining travel scams are popping up everywhere this summer. Travelers must be on the lookout for predators running money-draining schemes before, during, and even after a trip is complete.

But there is good news.

You can outsmart the bad actors whose only wish is to relieve you of your hard-earned travel dollars. By familiarizing yourself with the latest scams aimed at tourists, you’ll be able to stop the thieves in their tracks.

Here are the top travel scams and schemes to avoid this summer.

An Airbnb host in Bloomington charges guest for damage she didn't cause, Airbnb problems, Airbnb host scams, vacation rental shenanigans

An Airbnb host billed us $790 for damage 3 weeks after we left the vacation rental

July 8, 2025July 8, 2025

An Airbnb host sent Janet Reel a surprise $790 damage bill… three weeks after checking out of her vacation rental. Reel says she left the property in perfect condition and considers the accusation outrageous.

Walmart promised refund instead gave a coupon, Walmart missing refund, Walmart help

Walmart promised me a $1,297 refund. Instead, I received a $10 online coupon!

June 30, 2025June 29, 2025

After sending Ronald Brown a broken television, Walmart promised him a full refund as soon as he returned it. But months later, the retail giant adjusted its offer in a way Brown never expected. Instead of $1,297 cash, Walmart sent him a $10 online coupon and called it even.

Turo rental gone wrong, fraudulent car repair bill, pre-existing damages to a vehicle, Consumer Rescue guidance and direct help, consumer advocates, Consumer Rescue, Michelle Couch-Friedman can help

I got hit with a fraudulent $640 car repair bill after a Turo rental!

July 28, 2025June 23, 2025

Fraudulent repair bills aren’t just sent to customers of traditional rental car companies. Heidi Schiller found this out recently after a 24-hour car-sharing experience with Turo. Her vehicle host, Ken, acknowledged multiple pre-existing scratches on his Tesla before Heidi took the wheel.

Ken assured his renter that the damage to the car wasn’t her problem to worry about. So Heidi didn’t worry. That is, until a few days later when Turo sent her a $640 repair bill for the vehicle.

Carnival Cruise Line's Dream, cruise ship at sunset, Carnival Dream

Cruise ship passengers beware: No, you don’t have an Enhanced ID!

June 30, 2025June 16, 2025

Carnival Cruise Line passengers John Harrison and his family of eleven recently learned a harsh lesson about Enhanced ID. They showed up at the cruise port in Galveston, Texas, expecting to quickly “get to the fun.” But the fun never happened for Harrison and his elderly parents. They were denied boarding Carnival Dream after presenting what they presumed to be EDLs.

Carnival employees told the surprised would-be passengers that their driver’s licenses were insufficient to take the cruise. The stunned trio was soon left behind as Dream sailed away with their other eight passport-carrying family members on board.

Nashville vacation rental problem, 1-night in Tennessee. $1000 travel fiasco

Help! Our 1 night vacation rental ended with a $1000 charge for a new bed

July 8, 2025June 9, 2025

A vacation rental management company in Nashville charged guests $1,000 for damaging a mattress after a one-night stay. Even more frustrating, the agency told the shocked travelers it didn’t need proof that they had caused the damage.

Can our advocacy team come to the rescue of these consumers?

Let’s find out.

Celebrity Cruises denied boarding pregnant passenger, Celebrity Reflection, cruise ship on the ocean, Cruise ship at sunset.

Celebrity Cruises denied boarding to a pregnant would-be cruise passenger. Here’s why

July 5, 2025June 2, 2025

First-time cruise passengers Marisa Vacca, her husband, and toddler couldn’t wait to board Celebrity Cruises Reflection last December. The family arrived in Ft. Lauderdale the night before embarkation and excitedly settled into their hotel.

But then a heavily pregnant Marisa began skimming the Celebrity Cruises pre-boarding instructions, and her heart sank.

Timeshare chaos in Cabo, Cabo San Lucas, blue sky and sea,

My timeshare company offered a $2,500 buyback but never paid me!

June 8, 2025May 31, 2025

You’ve probably heard about the couple jailed in Mexico after filing numerous credit card chargebacks over timeshare fees. They reversed nearly $120,000 in charges from their timeshare company and advised others how to do it too.

Publicly.

The couple gave their awful exit advice on a Facebook group for disgruntled timeshare owners. However, they weren’t the only ones lurking in that community.

Michelle Couch-Friedman

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