Consumer complaint received 2022-12-08
Company: CAPITAL ONE FINANCIAL CORPORATION
State: CA
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement
Sub-issue: Credit card company isn't resolving a dispute about a purchase on your statement

Complaint:
My partner and I were scheduled to fly to XXXX from XXXX XXXX in XXXX at XXXX on XXXX XX/XX/2022, and arrive in XXXX at XXXX. XXXX XXXX cancelled the flight less than XXXX hours before takeoff when we were already on the way to the airport. When we arrived, there were no other available flights to XXXX that day or the next. We were told by the XXXX XXXX staff that there might be a flight to XXXX XXXX days later. 

We were told we had the option to book alternate means of travel and request reimbursement later, as according to XXXX XXXX 's cancellation policy. The only other flights out of the airport that day were XXXX flights to XXXX, and XXXX flight to XXXX. The flight to XXXX was also operated by XXXX XXXX, and would allow us to catch a second XXXX XXXX XXXX to XXXX from XXXX, and arrive at XXXX on XX/XX/XXXX. Since we had hotel reservations in XXXX and a flight to XXXX XXXX from XXXX, we decided to rebook the flights ourselves. My partner and I filed for compensation for the cost of the new flights, meals we had to purchase while waiting in the airport, and the statutory cancellation compensation. 

XXXX XXXX denied all of these expenses on the ground that the flight was cancelled due to " extraordinary circumstances. '' XXXX XXXX has not replied to repeated phone and email requests for more information as to what these " extraordinary circumstances '' were. There were no XXXX XXXX labor strikes, extreme weather events, or anything else that could be classified as extraordinary that day in either XXXX or XXXX. In fact, XXXX XXXX flew their own plane from XXXX to XXXX with us on it, and then into XXXX later that night. We were never able to take the original flight which cost {$100.00}. The first leg of the replacement flight cost {$450.00}, which the XXXX XXXX staff at the airport told us would be reimbursed. Their only grounds for not reimbursing us is that the flight was cancelled due to extraordinary circumstances. Yet, they have not even provided a cursory observation of what those circumstances might be. 

I disputed the cost of the new leg of the flight with Capital One on XX/XX/2022, as it was clearly covered by XXXX XXXX 's cancellation policy. On XX/XX/2022, Capital One rejected my claim because I had indeed taken the replacement flight, which was obviously not the point. They said I could appeal by submitting documents detailing the purchase and XXXX XXXX 's cancellation policy. I appealed, and the appeal was rejected on XX/XX/2022. Capital One 's appeal decision stated that I had not provided the requested documentation. I had however provided documentation, and when I tried contacting Capital One to find out what was missing, they were unable to provide any answer. The manager I spoke to admitted that the plain language of the XXXX XXXX policy should cover the new flight, but that XXXX had rejected the dispute. When I asked for even a basic explanation, the manager would not provide one. He also would not allow me to appeal again, provide new information, or give me any contact information for the team at XXXX he claimed was responsible for the decision.

Company response to consumer: Closed with explanation