consumer advocate

Has “unusually high call volume” become “the dog ate my homework” of customer service?

Back in July, Deborah Berlin purchased one-way tickets to Barcelona on Finnair through the low-cost travel site justfly.com. Within an hour of making her purchase, she realized that she needed to change her travel dates, and knew she could cancel for free within 24 hours, per Department of Transportation rules. But when Berlin called justfly.com…

consumer advocate

An exception to our rule leads to a remarkable refund

Remember Efren Bojorquez? All he wanted to do was take his dad to Super Bowl XLIX. You’ll recall that despite his best efforts to purchase tickets through a secondary market options scheme ticket prices skyrocketed, and brokers selling the options could no longer procure tickets, even if they wanted to. Ticket brokers canceled their agreements with participants, keeping loads of cash, and leaving would-be game attendees empty-handed.