Consumer complaint received 2021-07-12
Company: JPMORGAN CHASE & CO.
State: OR
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Advertising and marketing, including promotional offers
Sub-issue: Confusing or misleading advertising about the credit card

Complaint:
Dear Madam/Sir, Im writing in to bring about my experience with Chase Freedom Rewards Flight redemption. 

I purchased a flight to XXXX on in mid XX/XX/2021. I had to fly in this Covid period due to my mother suffered a XXXX XXXXXXXX and is in critical condition. I redeemed my flight using my points totaling approximately XXXX ( US {$910.00} ). As you can see from my points, I have been using the Chase Freedom credit card and have accumulated some points from a few years of usage. Ive no complaints with that part of Chase Freedom. 

Due to Covid, my entry to XXXX has to be delayed mainly because XXXX XXXX can not issue me a Letter of Entry in time. Without this letter, obviously meant no admittance into XXXX. On XXXX XX/XX/2021, I called in to Chase Rewards to request a change of flight to a later date. On their website, it states that due to covid, flight changes does not incur change fees. The rep that helped me was very patient and helpful. She searched out some options for me that use the same airlines and connecting cities. The only difference is that the connecting times were extended. On one leg, from XXXX XXXX to XXXX WA, my original ticket stopover at XXXX was XXXX hrs before the next connecting flight to XXXX OR. With the change, that stopover is 17 hrs. She did searched but apparently, flights available for changes are different from flights that are available for purchase. I literally search the Chase Rewards flights inventory prior to calling to mapped out my flight path and to see availability. In any case, the Rep said that what is available for her to search is limited. I accepted that explanation because I have to make this trip regardless.

After all the wait and data entry, the Rep informed me that theres no fee for changing but Ive to pay the price difference between the 2 flights. In my mind, I was expecting a {$100.00} or so more because, a ) Ive searched online and in Chase Rewards Flight online inventory ; b ) the airline companies are the same ; c ) connecting flights are the same and d ) flight seat class are the same. The Rep told me the price difference is {$6000.00}. Firstly, my jaw dropped. Then I asked her to repeat twice to confirmed. I asked the Rep to search other days whereby the price difference is more reasonable. After sometime she said its the same, mainly because her search options for flight changes are limited.

I then asked the Rep what is the penalty to cancel the flight. Her reply was {$300.00}, and the refund of the remainder amount is a travel credit in dollars usable only inside Chase Reward Flight, eventhough I purchased the original ticket using my points. Points that I could use for many purposes. I proceeded to mention to her that if I cancel my flight and rebook a similar flight liken to the above $ XXXX-change-flight, Im only out {$300.00} in penalty fees. What kind of policy dictates the {$6000.00} flight change, I wondered. Especially when flight changes are advertised many times that theres no fees due to covid. 

All-in-all, it leaves a very bitter aftertaste with many mis-leading, hidden policies. In addition, once these criteria are triggered, the company can charge these exorbitant fees.

Company response to consumer: Closed with non-monetary relief