CONSUMER ADVOCACY - Page 21 of 21

Why Did Hertz put this customer on the Do Not Rent List?

How can I get off of the Do Not Rent list?! This isn’t my mistake

January 31, 2025July 22, 2022 by Michelle Couch-Friedman

Heather Steele just landed on the Do Not Rent list of her favorite car rental company — Hertz. She says she’s been a great customer of Hertz for many years and the banishment has her flabbergasted. But a dispute over a prepaid car rental refund sent her account to collections and earned her a spot on the blacklist.

Now Steele is asking our advocacy team to step in and clear her name. She wants to be removed from the Do Not Rent list and have Hertz return her account to good standing.

Can we do it?

Many passengers think they're owed a free hotel during a flight delay. The truth is they aren't and here is why.

You are not guaranteed a free hotel when your flight is delayed. This is why

March 31, 2025July 9, 2022 by Michelle Couch-Friedman

Despite the popular belief to the contrary, in the U.S., you are not owed a free hotel if your flight is delayed and you get stranded overnight on your journey. And that is true no matter what the reason for the delay.

But if a friendly gate agent offers a hotel reimbursement to a passenger in distress, shouldn’t the airline pay the bill?

This is what American Airlines owes you if it cancels your flight.

What does American Airlines really owe you if it cancels your flight?

January 27, 2024July 7, 2022 by Michelle Couch-Friedman

If American Airlines delays or cancels your flight home from vacation, what does it really owe you?

That’s what Mikayla Shade wants to know after finding herself in this unfortunate situation. She says an American Airlines agent told her that when the airline cancels a flight, the passenger will receive a full refund. Mikayla used that guidance to determine her budget for a new flight home. It wasn’t until American Airlines processed her “full refund” that she discovered she’d relied on incorrect guidance from the agent.

Now Mikayla wants our team to ask American Airlines to provide what its representative promised her.

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