When Jennifer Forbes and her husband checked in for a recent flight from Richmond to Freeport, Bahamas, they discovered that there are worse ways to start a vacation than having an invalid ticket.
Steve Lipscomb upgrades to a DirecTV Genie set-top box. But it doesn't work right, and now the company won't let him out of his contract or allow him to downgrade to his old box. What now?
Anyone who reads this site probably knows my position on rate errors, which is to say I think it’s wrong […]
Brandon Chase's car rental company says it's made a mistake on his bill, and reverses a discount long after his rental. Is it allowed to do that? And what are his rights?
Who could have predicted the furious reaction to the recent story about a woman who booked a cheap airline ticket […]
Southwest’s Laraba says booking glitch “neither the experience nor the impression we hope to leave with our customers”
At this hour, the likely culprit in this weekend's Southwest Airlines fare-sale drama is a faulty database, which triggered an excess of 10,000 double-bookings. You've read the horror stories. I asked Teresa Laraba, the airline's senior vice president for customers, to explain what went wrong and what customers should do if they're affected.