Thanks all for the advice and also to Jennifer for suggesting I join this site I'll pass on all of the info to my daughter when they return from their trip and hopefully they can get SOME compensation! BTW.....did I mention that my daughter was on crutches, having badly sprained her ankle the day before, plus lots of bruises and cuts (she fell while running a race in the streets of Chicago)....maybe they thought she was some kind of rough passenger! Cheers! Margaret