1. Missed flight connections: We used to get one or two letters a year about this issue; in 2014, I lost count. It could be because there are fewer airlines to choose from on certain routes. To avoid missed connections, book your flights on one ticket. If you don’t and your first flight arrives late, neither airline is obligated to assist you. You may even have to buy new tickets. If you’re unable to do a one-ticket booking, leave plenty of time between flights—as much as twenty-four hours if it’s an international transfer.
2. Billed for damages to a rental car: Rental companies are going to bill you if they find any damage to their car (among other potential charges). The rental contract allows them to charge you even if they find it after you return the car. The solution? Carefully note any damages to the vehicle, including dings and dents, before you drive away. Take time-and-date-stamped pictures of the vehicle at pickup and drop-off. And make sure you have the proper insurance coverage in case you can’t get out of paying.
3. Denied medical claims by travel insurance: Travelers’ medical claims won’t get reimbursed if their insurance policies exclude coverage for pre-existing conditions, or they don’t follow the rules of their policy after getting hurt. Invariably, travelers must notify the insurance company if they are injured or ill and follow specific protocol to receive a reimbursement. Furthermore, most policies won’t pay travelers unless they see a doctor who advises them (or their traveling companion) to avoid travel. If you cancel due to a mental condition, hospitalization is usually required for benefits to kick in.
4. Annoyed by cabin noises on a cruise: Complaints about mystery noises like persistent knocking or unsatisfactory cabin placement (i.e. being below a dance floor) occurred with some frequency this year. What can be done? Talk to the cruise staff immediately. If they can’t fix the problem, ask to be moved to another cabin. Trouble is, cruises are often filled to capacity, and there may be no alternative. What’s worse: You may not receive substantial compensation if cruise lines believe the noise was less of an issue than you did. Still, if the problem is ongoing, be patiently persistent with your requests for assistance.
5. Burned by verbal promises that go nowhere: If a travel-related company agrees to remedy a situation, make a change, or give you an upgrade, ask for it in writing. And if a lack of assistance ends up costing you, keep your paper trail. Without documentation, it can be difficult to hold a company to its promises. Consumer advocate Chris Elliott has some good suggestions if you can’t get what you’re asking for in writing—including staying on the phone with a representative until any changes appear online.
6. Cheated by timeshare contract issues: We usually get one or two letters from readers who want to void a timeshare contract, either due to buyer’s remorse, or because their property and its associated benefits didn’t live up to the promises made by salespeople. But this year we received quite a few letters—with two, in particular, from older folks who were pressured into signing a contract they didn’t fully understand. Contracts are typically ironclad, but we helped a couple from Maine get their $2,000 deposit back. No matter what a rep says, don’t sign a contract in the room. Tell them you want to take it with you to review it. Yes, they’ll tell you that great deal will evaporate if you walk away, but don’t believe it. Most likely, if you want to make the deal, and the numbers worked on Saturday, they’ll still work on Tuesday.
7. Halted by invalid passport information: Customs officials will often stop travelers dead in their tracks for a variety of documentation issues. And this year, the top reason cited was an expiration date too close to the trip return date. There’s very little you can do to fix the problem once it’s identified. Always check documentation requirements for whatever countries you plan to visit. Make sure you apply for documents early so you’ll have time to fix errors. In this column about a documentation snafu, I said that many countries required three months between when your passport expires and your date of exit, which is not entirely correct. (That should show you how easy it is to fall behind on customs and immigration laws.) While some countries require three, many now require six months—an even better reason to stay updated on the rules.
8. Overcharged for baggage fees: Now that most airlines charge travelers to check bags—or in some cases, carry them on—it becomes more complicated for everyone to know what the rules and fees are. Sometimes on international flights the rules associated with the initiating carrier apply, even on the return, but agents might not be aware of the correct fees. Always review the baggage regulations and fee structure related to your tickets so you’ll know what it will cost if you go over the limit. You might also want to carry the rules with you in case you run into a confused agent.
9. Sent off course by reservation errors: The first thing to do is check your booking carefully before you click the purchase button, particularly if it’s a special deal with full cancellation penalties. Take a screenshot after making the purchase. Whether you book online, over the phone, or in person, scrutinize your confirmation once you receive it. If you find an error, contact the company immediately. The longer you wait, the less likely it is that you’ll be able to find a solution. You certainly don’t want to end up in one Grenada when you meant the other one.
10. Grounded by unruly airline passengers: I thought I might skip this one since we didn’t get any letters about it, but it was clearly the most talked about travel problem of the year. (Remember the Knee Defender ballyhoo?) I’ve done my best to make a case for both conversation and civility, but maybe the best solution really is a coach class where everyone fights to the death.
And with that, I wish you all trouble-free travels through the holidays. Cheers and good luck.
Have a travel question you want answered? Email ombudsman@cntraveler.com, or tweet us @CNTraveler #dearombudsman.