It took a lawyer to get Mary Ellen Duffy a full refund for the fare difference when American Airlines bumped her from first class to coach. And when airlines refused to refund fees on baggage not delivered on time, it took an act of Congress to change the practice. Airlines have dozens of rules that confound and confuse travelers, who sometimes make extraordinary efforts to overcome them. Like American, United makes it difficult for passengers bumped from first class to get a cash refund. “This, in essence, is theft,”...

Source: Wall Street Journal August 17, 2016 19:52 UTC