Consumer complaint received 2022-08-19
Company: JPMORGAN CHASE & CO.
State: MO
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Other features, terms, or problems
Sub-issue: Problem with customer service

Complaint:
XXXX XX/XX/2022. I attempted to book flight travel arrangements through Chase Bank 's Sapphire Preferred Ultimate Rewards Program, via their website. 3 adults. 1 child ( under XXXX years of age ). 

Website halted progress because my child is under the age of XXXX. Directed me to call their Ultimate Rewards directly, which I did.

I spoke with an Ultimate Rewards agent, on a recorded line, to complete and finalize the original flight travel arrangements. I politely requested, multiple times, that I wanted to purchase 4 x standard economy tickets. NOT basic economy. Standard economy includes checked bags, round trip. Basic does not. Their Ultimate Rewards website had a green checkmark to indicate checked bag included, with Standard Economy, which I brought up to the agent to confirm what I wanted. Basic economy presents a dollar sign, indicating you ( passenger ) must pay the cost. I was assured this was the situation and 4 x standard economy tickets were purchased. I received an email, which confirmed the passengers, but did not indicate which economy ticket was purchased. I called back a few days later and spoke with another agent, on a recorded line, to put my concerns and curiosities to rest. I was assured by this agent that he could " determine '' it was standard economy. 

Seats needed to be purchased, which I was accepting of. I spoke with XXXX XXXX to confirm flight details, once again, AND this is when and where I learned that the Chase Ultimate Rewards agent had NOT purchased 4 x standard economy tickets. This was on the XXXX XXXX  XXXX. Instead, I was misled and misinformed twice, by Chase Bank 's Ultimate Rewards Team. It was 4 x basic economy tickets that were purchased, which can not be cancelled, refunded, or changed. I made sure I was understanding the XXXX XXXX agent completely, via twitter, by asking all the necessary clarifying questions. He confirmed there was no error on their end. I needed to speak to Chase. 

I reached out to Chase Bank Ultimate Rewards early XXXX ( XXXX - XXXX ) to help clarify and rectify the situation. I was transferred to a supervisor. This supervisor attempted to reach out to XXXX XXXX to see what accommodations and changes could be made to compensate the misled and misinformed situation. This call was also on a recorded line and lasted about 1 hour 30 minutes after all the holds. This is when I was informed that my basic ticket could not be changed, cancelled, or refunded. The ONLY compensation I was offered was XXXX one-time courtesy points, BUT the supervisor must review the nature of the call and it could take 3 - 5 business days to provide the points. We received the points in 1 - 2 business days. I then calculated that XXXX one-time courtesy points is roughly $ XXXX. This is enough to get 1 bag to our international destination, but not back. 

This particular international flight 's cost for checked bags is $ 75/one-way or $ XXXXround trip ( RT ). With 4 passengers, I could be looking at {$600.00} in checked bag fees.. 

XXXX XX/XX/2022. I called back to explain the situation after I realized how the one-time courtesy did not equate to much of a compensation. I was escalated, based on my request, and spoke to another Ultimate Rewards Supervisor and was told because I accepted the XXXX courtesy-points nothing else could be done. Once you acept this offer all other compensation options are off the table. There WAS NEVER a statement of this nature presented to me, on recording, from the early XXXX supervisor conversation. I was NEVER presented or made aware of an alternate option. The supervisor from today 's call ( XXXX XXXX  XXXX ), informed me that they actually HAVE the power to override a non-cancellable, non-refundable, basic economy ticket and repurchase the correct one, if there was an error on their end. This option was ONLY presented today. This is the 3rd misled/misinformed conversation I've had with Chase. They've done nothing substantial to assist in resolving my matter, beyond apologizing for a mistake that could potentially cost my family {$600.00} in RT bag fees. Before the $ XXXX {$90.00} one-time courtesy. She apologized and stated once again I should have been presented with options, but because I was not and accepted the XXXX courtesy points, nothing can be undone or reversed. She explained there's no one higher to speak to and everything that could be done has been done. I even explained that I do not want a refund of tickets. I don't want to cancel anything. My goal is to NOT check any bags, based on current bag related flight issues. All I requested, on the call, was to be compensated IF there are any bags that are checked and it costs me money. I was told this COULD not be done. There can't be a refund or statement credit granted. 

I've basically been informed, yes, we admit, we misled/misinformed you 3 times, but you must carry the financial checked bag burden.

Company response to consumer: Closed with non-monetary relief