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.

MSC Divina left several passengers behind in Cozumel. Can they get a refund?

My MSC cruise ship left me behind in Mexico! Will I get a refund?

December 31, 2023July 6, 2022

During her recent cruise, Natalie Durflinger got a terrible shock when the ship left her behind in Mexico. She says the MSC Divina weighed anchor nearly 5 hours ahead of schedule, stranding her in only a bathing suit and flip-flops. Now she’s asking the cruise line to explain how this happened and to refund the vacation she missed when the ship sailed away without her.

But did MSC allow its cruise ship to sail away without warning leaving its passengers abandoned in a foreign country? That’s the question of the day.

7 Simple ways to get excellent customer service and fix your consumer problem.

7 simple ways to fix any consumer problem

March 30, 2025July 6, 2022

It isn’t just wishful thinking to say that every consumer can get excellent customer service. But it does take some effort and strategy.

During my many years as a consumer advocate, I’ve tackled some of the most shocking customer service failures imaginable. I’ve retrieved hundreds of thousands of dollars from companies for consumers who were on the verge of giving up.

Did Royal Caribbean really let this passenger's enemy cancel her cruise?

Could Royal Caribbean really let your enemy cancel your cruise?

June 28, 2025July 6, 2022

What if you had a newly minted enemy and Royal Caribbean allowed that person to cancel your cruise?

That’s what Rita Yates believes happened to her recently. When she called to make the final payment on her upcoming sailing, an RCCL agent explained that the cruise Rita intended to take to celebrate her 40th anniversary no longer existed. Assuming that the cancellation was another casualty of the pandemic, Rita asked why the cruise line hadn’t informed her sooner.

That’s when Royal Caribbean gave Rita an even bigger surprise: Explorer of the Seas would be sailing as scheduled. In fact, the RCCL representative explained, records showed Yates had canceled her own cruise – and forfeited her deposit.
Rita says she absolutely did not cancel her cruise, but she believes she knows the troublemaker who did. Now, with Royal Caribbean unwilling to refund her deposit or reinstate the voyage, she’s asking for help.

But with police reports, lawsuits, and other threats being tossed about, that might be a lofty request for a consumer advocate.

Why did PayPal let this hacker make a PayPal Key for this customer?

How did a hacker get into my PayPal account?

March 22, 2025July 6, 2022

A few days before Christmas, Robin Shermon was shocked to learn about the PayPal Key in the most terrible way. That’s when she found that a hacker had created a PayPal Key for her and made a $2,000 purchase using her cash.

Now Shermon hopes that our advocacy team can get her hard-earned money back.

Michelle Couch-Friedman

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