Michelle Couch-Friedman
Ombudsman columnist
TPG since 2022
Michelle Couch-Friedman is the ombudsman columnist for The Points Guy, where she investigates real-world travel problems and helps readers navigate complex disputes. She is also the Chief Fiasco Fixer (CFF) and founder of Consumer Rescue, an award-winning service journalism platform that earned a Silver Award for Best Independent Travel Blog in 2026 from the North American Travel Journalists Association (NATJA).
She is also a regular contributor to Fodor’s Travel, where she covers consumer-focused issues and practical advice for navigating today’s increasingly complex travel landscape.
Trained as a psychotherapist and mediator, Michelle brings a unique, human-centered approach to resolving complex consumer disputes. With more than a decade of experience in consumer advocacy, she has mediated thousands of cases and has successfully recovered millions of dollars for travelers.
Previously, she was the executive director of Elliott Advocacy, a non-profit, where she led all aspects of that organization from its inception for six years before stepping down in 2022 to launch Consumer Rescue and join The Points Guy.
Her reporting has been featured in major media outlets, including The Washington Post, CNN, CNBC, and Travel + Leisure, and she regularly appears on television to discuss consumer and travel-related issues. She is passionate about helping travelers avoid costly mistakes, use points and miles strategically, and advocate effectively when things go wrong.
She is also a regular contributor to Fodor’s Travel, where she covers consumer-focused issues and practical advice for navigating today’s increasingly complex travel landscape.
Trained as a psychotherapist and mediator, Michelle brings a unique, human-centered approach to resolving complex consumer disputes. With more than a decade of experience in consumer advocacy, she has mediated thousands of cases and has successfully recovered millions of dollars for travelers.
Previously, she was the executive director of Elliott Advocacy, a non-profit, where she led all aspects of that organization from its inception for six years before stepping down in 2022 to launch Consumer Rescue and join The Points Guy.
Her reporting has been featured in major media outlets, including The Washington Post, CNN, CNBC, and Travel + Leisure, and she regularly appears on television to discuss consumer and travel-related issues. She is passionate about helping travelers avoid costly mistakes, use points and miles strategically, and advocate effectively when things go wrong.
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Just go! (But do your research first)