Latest news with #ChristopherElliott
Boston Globe
2 days ago
- Automotive
- Boston Globe
Turo charges renter $500 for a bad paint job on rental car
A. I don't see how you could be held responsible for peeling paint on a car that you rented from Turo. I mean, if you had collided with another vehicle and the paint started peeling, then yes, perhaps. But you showed me pictures of your car, and it looked like a paint job gone wrong. Get Starting Point A guide through the most important stories of the morning, delivered Monday through Friday. Enter Email Sign Up So, what happened? Your records show that Turo charged you a $500 deposit when you rented the vehicle. After you returned the Sonata, Turo's claims team sent you an email saying that the owner had filed a claim to repair the paint on the roof. Since you declined Turo's optional protection, you were liable for the damage, according to Turo. Advertisement You signed an agreement saying that you are financially responsible for 'all physical damage to or theft of a booked vehicle that occurs during a trip' including any additional costs and fees resulting from damage, regardless of who is at fault. In other words, while the damage wasn't your fault, you were still responsible. Advertisement Turo strongly recommends that you take 'before' and 'after' photos of your car. It even has a feature on its app called Trip Photos that allows you to do so and store the images in the app. I think this is brilliant because if you can prove that the car was damaged before you rented it, you're far less likely to face a successful claim by your host. Why didn't you spot this damage when you picked up the car? You say the vehicle looked 'very glossy and shiny' as if someone recently painted it. The paper trail between you and Turo shows that the company was unconvinced. A brief, polite email sent to one of the Turo managers I list on I think there was enough reason for Turo to take another look at this claim. It's hard to imagine that you did anything to the vehicle to cause the paint to peel the way that it did. Something just felt off about it. So, I contacted Turo on your behalf. In response, Turo sent you an email that it had decided to drop the matter. 'We are pleased to inform you that we will be closing the claim, and you will not owe anything for damages at the present time,' it added. Christopher Elliott is the founder of Elliott Advocacy ( a nonprofit organization that helps consumers solve their problems. Email him at chris@ or get help by contacting him at
Boston Globe
31-07-2025
- Boston Globe
JetBlue lost wedding dress but won't reimburse passenger
A. JetBlue should have found your lost luggage quickly and returned it. Why didn't it? I can see that you had a busy itinerary in Greece. Based on your correspondence with JetBlue, it looks like the airline had a hard time coordinating a delivery. Get Starting Point A guide through the most important stories of the morning, delivered Monday through Friday. Enter Email Sign Up Still, JetBlue offered you only $181, which did not even cover the costs of the clothes and medications that you had to purchase while you were in Greece. It should have done better. Advertisement Your right to a refund is outlined in the Montreal Convention, an international treaty that established rules and limits regarding airline liability for baggage. When dealing with a loss on an international flight, you'll want to refer directly to the convention text if you think your airline isn't compensating you appropriately. Article 22 of the convention sets the liability limit at about $1,700 for damages that are associated with delayed passenger baggage. JetBlue's offer was well below this. Advertisement You say that the loss of the bag caused extreme stress and ruined your trip — and that you are seeking reimbursement for the $2,445 you spent trying to survive in Greece for a month. You provided a detailed timeline of your communications with JetBlue, which included requests for the bag to be delivered to your hotel in Athens, then later to your home. JetBlue asked you to submit receipts for your out-of-pocket expenses, and you also provided a list of the contents of the bag. So, what went wrong? You've repeatedly mentioned that losing the bag caused you distress. Unfortunately, there's no provision in the Montreal Convention for pain and suffering. You also mentioned that you lost an heirloom — your wedding dress. Airlines often exclude items like heirlooms from their liability, which may have caused some confusion during your claims process. And never ever check essential medications or hearing aids. Always put these in your carry-on luggage. I have more on luggage reimbursement in my free guide to finding your lost luggage. You might have appealed this to one of the executive contacts at JetBlue. I publish the names, numbers, and email addresses of the JetBlue customer service managers on my consumer advocacy site, I contacted JetBlue on your behalf. The airline agreed to review your claim and revised its offer. It offered you an additional $900 with a $400 JetBlue credit. Christopher Elliott is the founder of Elliott Advocacy ( a nonprofit organization that helps consumers solve their problems. Email him at chris@ or get help by contacting him at Advertisement
Boston Globe
24-07-2025
- Business
- Boston Globe
Sixt promises a reimbursement for tires, but where's the money?
My bank confirmed that my account information was correct, but the money never arrived. I filed a complaint with the Consumer Financial Protection Bureau, but they didn't take any action. I'm at my wits' end. Can you help me get my $385 back? Get Starting Point A guide through the most important stories of the morning, delivered Monday through Friday. Enter Email Sign Up RAY COOK, Invercargill, New Zealand A. This is a classic case of a company giving a customer the runaround. Sixt made a promise to refund you — a promise it should have honored. Before we figure out what happened to your refund, let's rewind to the national park where you had your flat tires. You called Sixt, which couldn't switch out your vehicle because of your location. Big Bend is beautiful, but it's in the middle of nowhere. The next best option was to get you to repair the tires and send Sixt the bill, which is what Advertisement What went wrong? As I read between the lines, here's what might have happened: You were renting a car from a German rental company in the United States, but you're based in New Zealand. Somewhere along the way, Sixt might have confused some of your banking codes. It probably should have just credited the money back to your card instead of trying to do a bank transfer. If you ever run into a problem with Sixt again, you can also escalate your case to a manager. I list the names, numbers, and email addresses of the Sixt customer service executives on my consumer advocacy site, I contacted Sixt on your behalf. A representative said they would review the case. A few weeks later, you received an email from Sixt, and after eight months, Sixt finally refunded your $385. Christopher Elliott is the founder of Elliott Advocacy ( a nonprofit organization that helps consumers solve their problems. Email him at chris@ or get help by contacting him at
Forbes
12-07-2025
- Business
- Forbes
How The Sydney Opera House Became A Symbol Of Sustainability
The Sydney Opera House has embarked on a journey toward sustainability. Christopher Elliott The Sydney Opera House is more than just an architectural marvel. It's more than the gleaming white sails that grace postcards, Instagram feeds, and travel documentaries. It's more than the iconic backdrop to Australia's New Year's Eve fireworks. The UNESCO World Heritage site is trying to redefine what it means to be sustainable in the 21st century. 'Sustainability is in our DNA,' says Jess Gooch, the Sydney Opera House's director of strategic engagement and impact. She's not exaggerating. An innovative seawater cooling system was built into the performing arts center from the start. But can this iconic landmark, once a symbol of modernist ambition, also learn a few new tricks about sustainability in the 21st century? And can visitors become part of its green journey? Jess Gooch, the Sydney Opera House's director of strategic engagement and impact. Aren Elliott "Embedded" sustainability in Sydney When Danish architect Jørn Utzon designed the Sydney Opera House in the 1950s, sustainability wasn't a thing. Yet, his vision was remarkably forward-thinking. The building's self-cleaning tiles and seawater cooling system were groundbreaking. 'Utzon was way ahead of his time,' Gooch explains. 'He embedded sustainability into the design from the very beginning.' But the Opera House's sustainability journey was just getting started. Fast-forward to 2019, when the organization adopted the United Nations Sustainable Development Goals, committing to achieve them by 2030. This wasn't just a PR move, says Gooch. It was a call to action. 'We realized we had to bring all our efforts under one umbrella,' Gooch says. 'Environmental sustainability, equity, inclusion, accessibility — they're all interconnected.' To streamline its efforts, the Opera House restructured its teams, creating an 'impact function' that combines these previously siloed areas. 'We wanted to think about sustainability holistically,' Gooch adds. 'It's not just about reducing emissions; it's about creating a stage for diverse voices, preserving heritage, and inspiring others to take action.' How the Sydney Opera House became more sustainable The Sydney Opera House's sustainability efforts are as diverse as its programming. Here's a snapshot of what's happening behind the scenes: Improved building operations. The Opera House has reduced its emissions by 26 percent and now runs on 100 percent renewable energy. It's also achieved a 6-star Green Star Performance rating from the Green Building Council of Australia, which means it officially uses 10 to 40 percent less energy than a comparable facility. The Opera House has reduced its emissions by 26 percent and now runs on 100 percent renewable energy. It's also achieved a 6-star Green Star Performance rating from the Green Building Council of Australia, which means it officially uses 10 to 40 percent less energy than a comparable facility. Better waste management. Over 90 percent of event waste is diverted from landfills, thanks to robust recycling and composting programs. Over 90 percent of event waste is diverted from landfills, thanks to robust recycling and composting programs. Biodiversity. The Opera House has installed an artificial reef to promote marine biodiversity. 'We've even spotted a rare white seahorse there,' Gooch notes. There are also improvements outside the traditional sustainability discipline. For example, the Opera House wants to make more of a social impact, and it is committed to showcasing diverse voices, from First Nations artists to contemporary performers. Its collaboration with the Sydney Festival on projects like Thaw — a melting iceberg installation highlighting climate change — shows how art can drive meaningful conversations about sustainability. The facility is also trying to be more accessible. It has invested heavily in new pathways, elevators and escalators. 'This building wasn't designed with accessibility in mind,' Gooch admits. 'But we're changing that.' Can visitors see the Sydney Opera House's sustainability when they visit? You don't have to be a sustainability expert to notice the Opera House's green initiatives. If you visit Sydney, you can see the building's sustainability mission on display in big and small ways. For example, during events like Vivid LIVE, the Opera House's annual contemporary music program, the facility offers guests reusable cups to reduce single-use plastic. Once a month, the facility also offers a sustainability tour, where guests can see the Opera House's green initiatives behind the scenes, including its original cooling system. It also runs a digital sustainability tour exclusively for schools to educate kids about its sustainability efforts and to foster environmental awareness. You can also see art, which is a key part of the Opera House's cultural sustainability program. The Balu Gilly projection on the building's sails is a nightly First Nations artwork that connects visitors to the land's cultural heritage. What's the future? Electrification — and adaptation The Opera House isn't resting on its laurels. Its next big focus is decarbonization. 'We're looking at electrifying everything — our kitchens, our venues, even our shuttles,' Gooch explains. 'We want to remove any reliance on fossil fuels.' But the challenges are real, too. Rising sea levels pose a threat to the Opera House's harborside location. Indeed, when the building was constructed in the late 1960s and early 70s, no one was concerned about rising sea levels — or that the building might someday be under water. 'We're closely monitoring sea levels and working on a climate adaptation plan,' Gooch says. 'We're also thinking about how to future-proof the building against extreme heat and wind.' The Sydney Opera House is an example of what's possible when art, culture, and sustainability intersect. 'We want people to see, touch, and feel what we're doing,' Gooch says. 'We want to make sustainability real for everyone.' As the Opera House continues its journey toward sustainability, its impact will extend far beyond Sydney Harbour. It's an example of what's possible and perhaps proves that even the most iconic landmarks can adapt and innovate. So, the next time you visit Sydney, take a moment to appreciate not just the beauty of the Opera House's sails, but the futuristic vision behind them.
Boston Globe
02-07-2025
- Business
- Boston Globe
Booking.com transfers refund to someone else's credit card
ELAINE TREACY, Commugny, Switzerland A. should have done everything it could to help you find an alternative when it canceled your reservation. Transferring your refund to the wrong account just added insult to injury. You did the right thing by documenting your communications with and persistently seeking an explanation. Advertisement Here's what should happen: If an accommodation provider cancels your reservation, which is what appeared to have happened, then should have notified you as soon as possible — not three days before your trip. It also should have tried to find you a suitable alternative accommodation. If it wasn't available, then should have given you a full refund. Get Winter Soup Club A six-week series featuring soup recipes and cozy vibes, plus side dishes and toppings, to get us all through the winter. Enter Email Sign Up Additionally, in some cases where the cancellation is the provider's fault, should have offered additional compensation, especially if there's a price difference between the canceled vacation rental and the replacement. didn't give you enough time, so you had to negotiate the $1,000 compensation (which it should have just offered). And, of course, it shouldn't have sent your refund to a mysterious third party. Advertisement You could have tried contacting a manager at for help. Sometimes escalating the issue can lead to a faster resolution. I publish the names, numbers, and email addresses of executives on my consumer advocacy site, In cases like this where a company ignores a legitimate complaint, sometimes involving a third party like a consumer advocate can help. I contacted on your behalf. After weeks of back and forth, claimed they found no suspicious activity on your account. In other words, the company believed you had transferred your refund from your wallet to someone else's credit card. You then contacted executives at and threatened to report them to the National Cyber Security Centre and Interpol. then contacted you directly and issued a full refund to your bank account. It's unfortunate that it took such extreme measures to get your refund. This situation highlights the importance of staying vigilant and persistent when dealing with travel companies. Remember to always document your communications and escalate the issue if you hit a dead end. Christopher Elliott is the founder of Elliott Advocacy ( a nonprofit organization that helps consumers solve their problems. Email him at chris@ or get help by contacting him at
