Passengers rule

A whacked-out passenger boarding an American Airlines jet yelled, “I can’t take this flight!” grabbed his carry-on luggage and blew past the flight attendants and off the plane. Airport security did nothing so the remaining passengers took charge.

Same card, wrong hotel

She books a room at the Tremont Plaza in Baltimore for four days to attend a conference. But when she shows up, there’s no reservation in her name. But wait – maybe she and her partner are staying at the other Tremont hotel across town? No matter. The hotel finds her a room, but then sends her two bills: one for the nights she stayed there, the other for a “no show” fee. Now she wants to pay only one bill, but her travel agent won’t let her.

Marriott stole my miles

Before he can book a dream vacation for his family using his hard-earned Marriott award points, the hotel chain drops a bomb on him: The miles, it says, aren’t his. Now he’s 300,000 miles poorer – and very upset. Should Marriott return the points? Or did it make a fair adjustment to his account? Whose miles are they, anyway?

Bombed out in the Big Easy

Her heart is set on staying at the elegant International House in New Orleans during Christmas. But there are no rooms at the inn. No worries, says a reservations agent – you should try the Loft, the hotel’s more modern sister property. But when she checks into the Loft, she finds it’s a little bit too modern. Now the Loft wants to charge her for the three days she didn’t stay there. Is it time for this guest to pay up?

Hey, that’s not my van

He reserves a minivan through Budget in Los Angeles. But when he gets to the airport, the car rental company is out of vehicles. The substitute isn’t big enough to accommodate his entire family. And they end up spending their entire vacation driving around town in two separate cars. Is a $20 gift certificate and a form-letter enough for failing to deliver the van Budget promised?

Wrong date on my ticket

She snagged a great deal on a ticket to South America, but there’s just one catch: The dates on her ticket are all wrong. Her travel agent offers to split the penalty with her. But she insists it isn’t her fault and wants her travel counselor to cught up the entire change fee. Who’s right?

Line dancing

Queuing is the standard method of determining service priority for customers in most airports in the world at least in the airports I pass through. Passengers (including this one) seem to prefer it to the biggest- or the strongest- or the loudest-served-first approach. However, standing in line presents certain psychological pickles.

Bitten by’s gremlins

Just as he makes a booking on on, his browser freezes. He assumes the information hasn’t made it to the travel site, so he repeats the process. He assumes wrong. Yet even after canceling his reservation, the site still socks him with a fee for the double-booking. Why? says his PC is to blame. Well, is it? And who should suck up the surcharge?