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.

Singapore Airlines, an aircraft taking off

Middle name on your passport? Don’t make this airline ticket mistake

February 15, 2024October 22, 2023

What happens when your middle name is on your passport and airline ticket, but your last name is missing? Eleanor Rasmussen can tell you because it happened to her.

If your middle name is on your passport, you probably always try to add it to your airline ticket. But many airlines and booking agencies don’t give you that option.

The reason for this omission? Travelers aren’t required to include a middle name on their airline ticket – even if one is displayed on their passport.

In Rasmussen’s case, the online booking agent her friend used to book their airline tickets didn’t have a specific field to add a middle name. That led to a travel fiasco that left her with an unusable ticket to Tokyo with only her first and middle name.

Now, with her middle name on her ticket where her last name should be, Rasmussen is asking for our help. She’s hoping Consumer Rescue can convince Singapore Airlines to correctly rewrite her ticket.

But will the third-party booking agent cooperate

Two cats waiting for their food from Walmart but their mother just got banned from shopping there.

Could you get banned from Walmart over two cans of cat food?

December 17, 2023October 21, 2023

Retailers aren’t shy about blacklisting customers who are deemed problematic. Just ask Jennifer Chropkowski. She got banned from Walmart over two cans of cat food that the company repeatedly sent her by mistake.

When Walmart refused to acknowledge its error and remove her from its “No-online-shopping” list, Jennifer asked our team for help. She wanted Walmart to lift her shopping restrictions – and send the two cases of cat food she originally purchased.

But will the mega-retailer be willing to admit its mistake and remove her from the blacklist?

Buying high fashion items on Facebook, a woman in a fancy red dress,

Think you got scammed through a Facebook ad? You’re not alone

December 24, 2024October 12, 2023

Jeri Lynn Wentz says she feels scammed after her recent shopping fiasco, which began through a Facebook ad. The “fashionable” clothes she bought took a month to arrive and were more suitable for a baby doll than a full-grown woman. When she asked to return the garments, the retailer first resisted and then gave her some strange instructions. In the end, the clothing company kept her money and the tiny, low-quality items Jeri sent back.

So now what?

LOT Airlines, an aircraft in flight with the words LOT Polish Airlines on the side.

LOT Airlines mistakenly denied boarding to us. How do we get our $2,249 back?

May 12, 2025October 8, 2023

Yevgeniy and Artyom Yevtushenko flew LOT Airlines from Toronto to Astana, Kazakhstan, via Warsaw, Poland, last June without a hitch. But it was a different story when they tried to check in for their flight back to Canada in August. That’s when a stern LOT Airlines agent reviewed their passports and quickly denied boarding to the father and son.

Confused by the employee’s announcement, Yevtushenko assumed there was some mistake that the airline could easily correct. That is until a supervisor appeared who promptly ended that assumption. He confirmed that LOT Airlines was required to deny boarding to the pair because they were missing Canadian visas.

But the agents had some good news for the rejected passengers. Since their ultimate destination was Grand Rapids, Michigan, LOT could reroute the pair and avoid Canada altogether. However, there was bad news as well: the new itinerary would cost an additional $2,249.

Given no other choice, a frustrated Yevtushenko paid the fee, and he and his son flew home to Michigan.

Now, Yevtushenko is asking Consumer Rescue for help getting the money back. He hopes we can convince LOT Airlines that its employees mistakenly denied boarding to him and Artyom. They didn’t need Canadian visas, and he can prove it – if only someone would listen and look at the facts.

If you’re familiar with our team, then you know he came to the right place to find someone willing to listen.

Taking a bus tour through Europe, cliffside in Spain,

If you get sick on a bus tour, can you get a refund?

March 11, 2024October 2, 2023

If you get sick on a bus tour, should the operator give you a refund — even if you completed the entire trip? Gay Hackney believes so.

She says that two fellow travelers aboard her bus appeared ill during a 13-day tour through Spain and Portugal. The father and son’s constant coughing irritated her, but the last straw came at the end of the trip when she woke up sick herself.

Now that she’s home, she wants to know if Trafalgar owes her a refund for this unpleasant bus tour.

Norwegian Cruise Line Joy, a cruise ship in the Caribbean, NCL cruise ship

Norwegian Cruise Line received a refund for our canceled flight. Is that fair?

March 12, 2024September 29, 2023

Norwegian Cruise Line handled all the details of Caleb and Karyssa Deslich’s honeymoon trip. So when American Airlines canceled their outbound flight, they expected NCL to come to the rescue. That didn’t happen, and the couple almost missed their Caribbean cruise.

Almost.

The Desliches came to their own rescue and spent an additional $700 on a replacement flight. They flew to Miami and arrived just in time to board Norwegian Joy before it set sail.

The couple assumed Norwegian Cruise Line would automatically refund either their canceled flight or the replacement one. But that didn’t happen.

Now Deslich is asking the Consumer Rescue team to intervene and get their money back. He says an NCL agent promised to send the $700 refund and then reneged on the deal.

So what does the cruise line have to say about the missing refund for the canceled flight? The answer will probably surprise you.

River cruise ship in Europe, Vantage Travel River Splendor ship.

How did I lose a credit card chargeback against a bankrupt company?

April 21, 2025September 20, 2023

There’s something very fishy going on with Eileen Whalen’s lost credit card chargeback against bankrupt tour operator Vantage Travel. It’s unclear who from the out-of-business company is fighting customer chargebacks for cruises it canceled, but someone is.

Whalen was plunged right into the middle of this bizarre mystery last month. That’s when a strange chargeback response allegedly from Vantage Travel caused Capital One to reject her valid credit card dispute.

In that rambling missive, the grammatically and factually challenged anonymous author claimed Vantage Travel hadn’t canceled any cruises in September. To add insult to injury, the letter implied Whalen was misusing the credit card dispute process. In summary, it asked Capital One to return the funds to the bankrupt tour operator.

And that’s what happened.

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.

Michelle Couch-Friedman

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