Consumer complaint received 2019-04-15
Company: JPMORGAN CHASE & CO.
State: OH
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:
I purchased tickets ( using my XXXX XXXX XXXX Chase Credit Card ) for my family of four and my two parents to go overseas from the US to XXXX for the first time last fall. I purchased through a discount airline ( XXXX ), as it would not have been financially possible with another carrier. Our tickets were round trip, not purchased as individual one way fares. Four tickets were purchased for my family on XX/XX/XXXX ( and my parents tickets were purchased XX/XX/XXXX. All six of us flew from the US XX/XX/XXXX. My family of four were set to return XX/XX/XXXX, with my parents set to return XX/XX/XXXX. 

As XXXX Airlines began experiencing financial difficulties, they started changing and cancelling flights. My return was cancelled because my flight from XXXX to XXXX wasnt being flown. I was told by XXXX if I could get to XXXX on another airline, I could catch a flight from XXXX back to the US with XXXX. Needing to get back to work as a teacher, I booked 4 flights from XXXX to XXXX at my own expense. Two days later XXXX failed altogether. My new tickets to XXXX were now worthless as XXXX could no longer able to get me back to the US and no other carriers had flights to my destination. 

Because of this, I was forced to buy new tickets from XXXX to the US on United Airlines for all 6 passengers. Obviously, this caused some serious stress throughout our trip and also some serious financial strain that was unexpected. The return flight I purchased were as much as the round trip tickets I had originally purchased on WOW, so my airfare essentially doubled. 

Upon contacting Chase when I got home, I was told that I would only partially be refunded because I was provided partial service. The customer service representative and supervisor ( both of which were friendly ) equated it to buying a pair of pants and a shirt. If the pants were not acceptable, I still have to pay for the shirt. My contention is a little different. I purchased 6 round trip tickets, all part of the same trip. The service I purchased was to get me to my destination AND get me back to my origin all as one transaction. 

I was not left in a better position by being flown across the world and left with not so much as an email from XXXX that they were closing. I incurred additional flight, lodging, food, etc. My questions for the representatives were simple, but with no adequate responses. 

1. If I buy a flight with a connection, if I am flown to the connecting city, but not flown to my destination, is this considered a service? Should I have to pay for part of a flight? 
2. If I pay someone to put on a new roof, and they tear it off, but dont put new shingles back on, do I have to pay for partial service? 

In both of these cases, just like my case, we were not left in a better position. We were most definitely left in a much worse position. If XXXX was still in business, I would be asking them for a complete refund, and if that did not work, I would be suing them for damages. According to XXXX XXXX XXXX, which would have applied if they were still in business, I would have been entitled to XXXX Euros per flight for the original cancellation of my return as well as the cancellation of the rescheduled flight. They would also be liable for lodging, new flights booked, food etc. In total, this would add up to literally $ XXXX. 

Yet, I am being told by Chase, that XXXX in some way provided me something for which I should be grateful enough to pay {$1500.00} of the original {$3000.00}. 

In actuality, it seems much more likely that Chase is not willing to take on this liability since XXXX is not here anymore to refund me the money. However, this is why I use my credit card to make these purchases consumer protection. 

I have worked through multiple levels of employees, but non have been empowered to make an actual decision beyond " sorry, company policy. ''

Company response to consumer: Closed with explanation