Put yourself in Heather’s shoes from a moment. She had to spend an extra $3,000 after a travel agent’s error in booking the return flight on her family’s round-trip tickets to Europe.

In May, Heather and her husband had successfully carted themselves and their two young kids from California to Spain for a wedding — without a hitch — and were packed up to head home.  

“This was a big one for us,” she said. “It was really exciting.” Heather (who asked that we not used her last name), stepped up to the airport check in counter to board the flight home.  

“The agent looks at me and she says, ‘Yes, the flight exists, but your names are not on it.’”

Heather had a confirmation email that showed her family’s tickets were roundtrip. But now, their reservation no longer had the flight home. 

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