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) and the American Society of Journalists and Authors (asja). 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.

Holland America put our luggage on the wrong cruise ship! Now what?

June 17, 2024September 12, 2023

Kin Wong planned a special Holland America cruise to celebrate his wife’s 61st birthday. Unfortunately, things went awry on Day 1 of the trip when the cruise line delivered the couple’s luggage to the wrong ship. Soon, the Wongs were cruising to Alaska on HAL’s Volendam, but their clothes were sailing on the Sapphire Princess instead.

Despite repeated assurances from Holland America that the cruise line would quickly correct its mistake, it didn’t. In the end, the couple cruised for six days without their clothes.

Now, Wong is asking for Consumer Rescue’s help. He says Holland America ruined the birthday cruise meant to celebrate his wife’s birthday – and he wants compensation. Wong figures Holland America should refund $2,000 to make up for their unpleasant experience.

But what does a cruise line really owe a passenger if it loads their luggage onto the wrong ship?

The answer will likely surprise you.

I returned my rental car to the wrong airport. Can Dollar charge me $2,081 extra?

July 29, 2024September 5, 2023

Dollar Car Rental customer Kuno Zurkinden recently discovered how a surprisingly common mistake can end in a giant financial headache. At the end of an adventurous road trip from San Francisco to Los Angeles, he made a navigational error: He returned the rental car to the wrong airport.

As a result of that miscalculation, Dollar voided the original contract Zurkinden had through a third-party provider. On the spot, the rental car company created a new contract with new charges – astronomically high charges.

Now, Zurkinden is asking Consumer Rescue for assistance. He wants to know if his “little” geographic mistake really allows the car rental company to charge him $2,081 extra.

Something tells me he isn’t going to like the answer.

Carnival Cruise Line's Celebration, a passport mistake caused this passenger to miss her cruise.

My passport is valid, so why did I miss my Carnival cruise?

August 23, 2024August 29, 2023

Could you be denied boarding your cruise even if you have a valid passport? The answer was ‘yes’ for one Carnival Cruise Line passenger who missed her much-anticipated trip recently.

Here’s her unfortunate tale.

Here’s why you should never give an eBay buyer your home address!

August 28, 2023August 26, 2023

An elaborate PayPal scam led an iPad thief directly to eBay seller Steven Sanderson’s front door. The brazen predator came disguised as a friendly eBay buyer willing to purchase the digital device from Sanderson for $650. And it was weeks before the fraudulent nature of this transaction became clear.

Now Sanderson’s iPad is gone and so is the money he made by “selling” it. He blames PayPal for this fiasco and wants our help getting his $650 back. But who really is responsible here?

Vantage Travel ship called Ocean Explorer.

Vantage Travel assets sold to Pacific Travel Partners. What will customers get?

September 5, 2024August 20, 2023

The remnants of Vantage Deluxe World Travel have been sold to Pacific Travel Partners, a subsidiary of Aurora Expeditions, for $2 million.

Pacific Travel Partners will operate the new company as Vantage Explorations.

This outcome has surprised many following the Vantage Travel bankruptcy proceedings since late June, as competing bidder United Travel was widely expected to emerge as the winner.

And there were more surprises when the purchase agreement details were revealed in U.S. Bankruptcy Court on August 9. For Vantage customers, who are collectively owed $108 million, the offer from Pacific Travel Partners is considerably better than the initial sale proposal from United Travel.

Now that the assets of Vantage Travel have been sold to Pacific Travel Partners, here’s what customers should know.

Alamo billed me $662 for rental car damage. Why won’t insurance pay?

February 17, 2024August 14, 2023

After Robbin Yeh’s last car rental, Alamo surprised him with a repair bill for mechanical damage to the vehicle. Despite Yeh’s protests that the rental car had pre-existing problems, Alamo continued to pursue him for $662 to fix it. Reluctantly, Yeh agreed to let Alamo file an insurance claim through his credit card company.

At least, that’s what he thought Alamo was doing to pay for the damage to the car.

It wasn’t until four months later that Yeh discovered that he was responsible for filing that insurance claim, not Alamo.

Now with the deadline for filing an insurance claim long since passed, Yeh is asking Consumer Rescue for help. He’s hoping we can convince Chase eClaims to make an exception and pay the repair bill for the rental car.

Can we do it?

Palm Springs is the location of an Airbnb host who seems to have tried a bait and switch vacation rental scheme.

My Airbnb host pulled a $13,314 bait and switch on me. Help!

March 29, 2025August 7, 2023

Isaac Chambers says an Airbnb host just hit him with an expensive bait and switch scam of sorts. After you hear his troubling story, you’ll likely agree.

Many months after Chambers booked the perfect vacation rental for his wedding party, his Airbnb host abruptly canceled the reservation. Citing “synchronization” issues as the cancellation reason, the management company suggested several undesirable replacement properties in Palm Springs.

Now just two months before his wedding, Chambers’ group has nowhere to stay. That is unless they want to rent the exact same Airbnb vacation rental with this host – for an additional $13,341.

So what are those “synchronization” issues that allowed the host to cancel this Airbnb and relist it at a much higher rate? That’s what Chambers is asking Consumer Rescue to find out.

Carnival Cruise Line ship, cruise ship on the ocean.

We had our Real ID! Why couldn’t we board our Carnival Cruise?

February 17, 2024July 30, 2023

Although a Real ID and an Enhanced ID look nearly identical, there are critical differences between the two identifications. Diane Dipalma recently received a rapid and painful education on the topic while attempting to board Carnival Cruise Line’s Legend.

She and her new husband believed they could use their Real ID driver’s licenses to take the cruise. But the Carnival Cruise Line staff quickly clarified that they couldn’t, and the shocked newlyweds missed their honeymoon.

Here’s their story and what you need to know about the differences between a Real ID and an Enhanced ID.

Zelle scams often start with a phone call, This is an iphone on a tablet.

Zelle scams are on the rise. Could you fall for this one?

August 19, 2024July 23, 2023

All types of Zelle scams are reported to the Consumer Rescue advocacy team every week. Blindsided victims reach out to us, minutes too late – after they’ve sent their cash to cunning thieves through the instant money transfer app.

And although Zelle scams are a common theme with consumers who fill out our help form, it’s rare to hear from the thieves themselves. In fact, it’s unheard of.

That is, until this week. That’s when a criminal called me posing as a Bank of America executive. He tried his best to scam me into using Zelle to fix a problem he said the bank had detected.

Vantage Travel is bankrupt, Vantage Ocean Explorer and Odyssey are tied up side by side in France.

Vantage Travel is bankrupt. Here’s what customers need to know

March 26, 2024July 16, 2023

Vantage Deluxe World Travel finally pulled the plug on itself and filed for Chapter 11 bankruptcy on June 29. This move was no surprise to anyone following the troubling situation at the once well-respected tour operator.

What did come as a surprise was the true debt the company amassed before increasing negative publicity about its operations forced it to shut down. The legal team of Vantage Travel revealed that shocking figure in the Chapter 11 bankruptcy proposal.

All told, Vantage Travel owes customers, vendors, contractors, and other creditors over 170 million dollars.

Michelle Couch-Friedman

Subscribe For Latest Updates

Categories

Get Free Help

Legal