Consumer complaint received 2022-12-24
Company: CITIBANK, N.A.
State: AP
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:
Hello, I will copy and paste below what I have sent to XXXX airways. They have been absolutely unprofessional with their behavior regarding refunds for cancelled flights as well as an additional large charge for a business class upgrade that was not granted. Please let me know what you need from me. I have sent in a complaint to them ant eh reference number is XXXX. 

" To Whom It May Concern : On XX/XX/2021 flight XXXX was scheduled to depart t XXXX am from XXXX XXXX and travel to XXXX XXXX, arriving at XXXX. Once arriving to the airport, my wife was notified ( after XXXX minutes at the checkin counter ) that the flight was canceled and that there would be no refund provided, the next flight was a full XXXX hours after, and a hotel would not be provided for her. Especially with COVID times, her PCR test was set to expire if she waited this additional time and had to book on a different airline very quickly and pay a fare of {$1600.00} dollars. I am very upset at this service. 

Per your own terms and conditions : " FLIGHT CANCELLATION If your flight is cancelled, you are entitled to the rights set out below except when : you are informed of the cancellation at least two weeks before the scheduled time of departure ; or you are informed of the cancellation between two weeks and seven days before the scheduled time of departure and are offered re-routing, allowing you to depart no more than two hours before the scheduled time of departure and reach your final destination less than four hours after the scheduled time of arrival ; or you are informed of the cancellation less than seven days before the scheduled time of departure and are offered re-routing, allowing you to depart no more than one hour before the scheduled time of departure and to reach your final destination less than two hours after the scheduled time of arrival ; or ( in respect of any Right to Compensation ) we can prove that the cancellation is caused by extraordinary circumstances which could not have been avoided even if all reasonable measures had been taken by XXXX XXXX, including but not limited to political instability, safety and security reasons, weather disruption, labour disputes or failure or delay of air traffic control facilities. 
XXXX. RIGHT TO COMPENSATION If you are involuntarily denied boarding or your flight is cancelled ( provided an exception as specified above does not apply ), you are entitled to receive the following amount from XXXX : XXXX XXXX in respect of all flights of XXXX or less ; or XXXX XXXX in respect of all flights of more than XXXX. 
The compensation set out above will be reduced by 50 % if we are able to offer you re-routing on an alternative flight ( XXXX ) and the arrival time of such re-routed flight ( XXXX ) does not exceed the scheduled arrival time of the flight booked : by XXXX hours, in respect of all flights of XXXX or less ; or by XXXX hours, in respect of all flights of more than XXXX. 
The distances are measured by the great circle route method. 

XXXX. RIGHT TO REIMBURSEMENT OR RE-ROUTING If you are denied boarding ( whether voluntarily or involuntarily ) or your flight is cancelled, you are additionally entitled to choose between : ( a ) reimbursement of the cost of the ticket at the price at which it was bought, for the part or parts of the journey not made ; or ( b ) re-routing, under comparable transport conditions, to your final destination at the earliest opportunity ; or ( c ) re-routing, under comparable transport conditions, to your final destination at a later date at your convenience, subject to availability of seats. 

If your flight is delayed by at least XXXX hours and you elect not to travel, you are entitled to receive reimbursement as set out in point ( a ) above. 

XXXX. RIGHT TO CARE If you are involuntarily denied boarding or if your flight is cancelled or delayed by more than XXXX hours, ( in the case of flights departing from XXXX or XXXX, the qualifying delay is XXXX hours or more ) we will offer you, free of charge : meals and refreshment vouchers in reasonable relation to the waiting time, as long as it will not further delay the departure of the aircraft ; XXXX telephone calls, telex or fax messages or e-mails; hotel accommodation in cases where a stay of XXXX or more nights becomes necessary, or where a stay additional to that intended by you becomes necessary ; transport between the airport and place of accommodation ( hotel or other ). 
If your flight is delayed as specified under XXXX Delays above or cancelled without notice being given to you prior to your arrival at the airport of departure XXXX XXXX will offer you items ( a ) and ( b ) above. 

If, as a result of the delay or your being re-routed following a cancellation, your new time of departure is reasonably expected to be at least the day after the original day of departure, we will also offer you items ( c ) and ( d ) above. 



None of this was offered. Per this contractual agreement, we are entitled to XXXX euro for the flight cancellation and the distance of travel, the notification of the flight cancellation came at XXXX, less than XXXX hours before the flight. There was no other flight option provided by XXXX until XXXX hours later. We were not offered any of the right to care that is stated in your terms and conditions, as well. In addition, we were also not refunded the amount that we won on a bid to have business class for this flight. This service is unacceptable and I will be contacting the XXXX XXXX XXXX about this occurrence if it is not made right by XXXX and we are awarded what is stated in this contract. We have screenshots and emails of all communications received from XXXX and will not accept this lack of ethical behavior from a company. 

I await your response. Thank you. 

XXXX XXXX and XXXX XXXX This was sent and communicated with Citi bank. I have provided screenshots of the cancelled flight. They have continously denied our claim.

Company public response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
Company response to consumer: Closed with explanation