Travel Troubles

Here’s what happens when things go wrong for travelers on the road, in the air, at hotels, and in vacation rentals.

The Travel Troubles category at Consumer Rescue is a collection of real-life stories about travelers who’ve encountered unexpected issues during their adventures. Each tale is dramatic but is a cautionary example, offering valuable lessons and practical advice.

The Travel Troubles section is meant to educate and empower travelers, helping them avoid similar issues and know what to do when things go wrong.

Travelers who encounter a problem they can’t resolve on their own should ask for help from our advocacy team. Our direct mediation service is fast, friendly, and always free!

UTOvacation offered trips to Beijing for $494 per person, Colorful house in Beijing

Is UTOvacation a scam tour operator? This ex-customer says “yes!”

April 14, 2025April 14, 2025 by Michelle Couch-Friedman

UTOvacation sold Shih (Richard) Liu and his wife a once-in-a-lifetime trip to China and Japan. But Liu, like many other customers of this particular tour operator, now says he’s the victim of a scam. Nearly a year after collecting full payment from the Lius, the company changed the contract and added new fees.

The couple maintains that the tour operator pulled this bait and switch without any notification or follow-up. But worse than that deception was what UTOvacation did next – also without informing the couple.

LA Wildfires, Residents flee to Airbnb rentals, illegal Airbnb rental problems, Evicted from Airbnb rental

We were evicted from an illegal Airbnb rental! Aren’t we owed a refund?

March 30, 2025March 29, 2025 by Michelle Couch-Friedman

The recent LA wildfires temporarily displaced Rahul Kapur’s family and pets from their home. The Kapurs temporarily relocated to an Airbnb rental in nearby Marina Del Rey. They reserved the unit for two weeks and hoped to return home after their stay. But as the fires continued to burn, it became clear that wouldn’t be possible.

They were displaced again when that apartment wasn’t available beyond the original contract. However, the good news came when an Airbnb rental in the same condominium became available. The family migrated to the new unit and settled in.

Kapur and his family are still reeling from what happened next.

Hertz says this rental car is totaled, does this rental car look like it has front-end damage?, an undamaged white rental car

Hertz says I ruined my rental car! Can I just ignore this phony $6,562 bill?

March 16, 2025March 14, 2025 by Michelle Couch-Friedman

Would Hertz accuse a customer of completely ruining a rental car even if it was returned in perfect condition? According to Darleen Brazoban, the answer is yes.

Brazoban says she drove a Hertz vehicle for four days last November without even the hint of a problem. When she returned the rental car to the Nashville Airport, an employee inspected it with her. He noted no damage, handed her a receipt, and Brazoban was on her way.

…On her way to big rental car problems, that is, but she didn’t know that yet.

United Airlines aircraft, blue sky and airplane

United Airlines canceled my flight from Iceland. Am I really owed nothing?

March 9, 2025March 8, 2025 by Michelle Couch-Friedman

After United Airlines canceled Tamra McIntyre’s flight home from Iceland, she requested EU 261 compensation – around $622. In response, the airline “awarded” her just 8,000 United Airlines Mileage Plus points, the equivalent of about $108.

Final answer, says United Airlines.

McIntyre, unwilling to accept that answer asked the Consumer Rescue advocacy team to investigate. United Airlines says her flight cancellation doesn’t qualify for EU 261 compensation. She says it does.

Who’s right? You’re about to find out.

American Airlines aircraft, AA airplane parked at gate, American Airlines canceled flight, delayed flight at gate

Help! American Airlines gave me travel credit instead of $5,075 in cash

February 16, 2025 by Michelle Couch-Friedman

American Airlines left Brooke Krukenberg and 24 family members stranded in North Carolina after canceling their flight home to Iowa. As the group scrambled to find alternative transportation, airline agents assured the displaced passengers their refunds were on the way.

Krukenberg calculated that American Airlines owed each family member $250 for the canceled flight – around $5,600. That refund factored into the group’s plans as they booked rental cars and hotels for the unexpected 18-hour road trip back home. Here’s what happened next.

Enterprise Rent a Car lot, rental cars in a row

Enterprise says Mickey Mouse damaged my rental car. Why should I pay?

February 16, 2025February 9, 2025 by Michelle Couch-Friedman

Like every savvy traveler, Kathy Mason inspected her recent rental car very carefully before driving it off the lot. The vehicle had no visible damage, and she says she returned it in the same condition just two days later. So it was a surprise when Enterprise sent her a $775 repair bill – two months after the rental was over.

But even more surprising than the repair bill was who Enterprise believed was responsible for damaging “things” inside the rental car. In an official incident report, “Mickey Mouse” is named as the alleged suspect.

United Airlines aircraft, sunset with United Airlines

Help! Fake United Airlines customer service charged me a $1,750 service fee

March 21, 2025February 5, 2025 by Michelle Couch-Friedman

Christian Forthomme made a critical, but common error while booking a round-trip business-class flight to Paris for his wife. After asking Google for United Airlines customer service, he called the first number that popped up in the search results. Instead of reaching the airline, he dialed right into a scam call center where a fake UA agent was waiting. That fraudster easily booked the ticket and charged the unaware Forthomme a whopping $1,750 service fee for her efforts.

Airbnb problems in tropical Mexico, surveillance cameras in my Airbnb help, vacation rental problems.

Now, that broadsided rental car customer is asking Consumer Rescue for help. He hopes we can appeal to Avis (the parent company of Budget) and get this mysterious damage fee erased.