Asa and his family traveled to Europe for a ski vacation in February, flying Delta and KLM, but their luggage was delayed. Without winter clothes and ski equipment, the family, Asa said, bought only the basics and rented what they could, but in the pricey ski town of Andermatt, Switzerland, they still spent $5,200. The family meticulously saved itemized receipts and submitted them to KLM.
For my final column of 2024, I will share four strategies from do-it-yourselfers who found successful ways to get their cases in front of sympathetic eyes and ears and receive recourse.
It's the nytimes.com part of my email address that does most of the work, an incantation that bypasses the exasperating mess of online bots, interactive phone menus and frontline customer-service agents.
Roughly a third of readers I initially offer to help no longer need me by the time their issue gets to the front of the line.
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