Consumer complaint received 2024-09-23
Product: Credit card — General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement — Credit card company isn't resolving a dispute about a purchase on your statement
Company: JPMORGAN CHASE & CO. (NY)

My claim arises from an incident that occurred while traveling from XXXX XXXX. 

I booked a flight from XXXX XXXX on XX/XX/year>, through the Chase XXXX portal. Unfortunately, on the day of the flight, XX/XX/year>, a terrorism-related incident occurred, making it impossible for me to reach the airport. Despite my efforts to contact the airline to modify or cancel the flight, they were unable to assist because the booking was made through Chase XXXX, a third-party agency. Chase XXXX, in turn, was also unable to reschedule my flight or properly acknowledge the dangerous situation I was facing. Instead, they made the process more difficult, and I believe I was treated unfairly. Chase referred me to their card benefits service, indicating that they might resolve the matter, but the benefits service also failed to assist, citing a travel warning as the reason they couldn't compensate me. 

I believe my claim was unfairly denied for the following reasons : Travel Warning Timing : The travel warning for XXXX XXXX, cited by the credit card benefits service, applies to tickets booked before a warning was issued by the U.S. Department of State. At the time I booked my flight, the warning was not at a critical levelit merely advised travelers to take extra precautions. However, during my trip, a sudden and dangerous event occurred, causing the authorities to close the roads to the airport for the safety of travelers. The fact that my trip was booked before the warning escalated does not negate the reality that a serious incident occurred while I was there, preventing me from continuing my travel. 

Incident Preventing Travel : While trying to travel to the airport in XXXX XXXX, the unexpected security situation made it impossible for me to proceed. This incident was entirely beyond my control. I took immediate steps to inform all relevant parties, including the airline and the credit card benefits service. Additionally, I was in contact with the XXXX XXXX, which was coordinating an evacuation attempt from the area where I was held. 

Additional Expenses : Because my original flight was canceled, I was forced to book a new flight on the same travel day at a significantly higher cost. The total damages, including the cost of the new flight, renewal of my car rental, transportation between cities, and other expenses, amounted to approximately {$1500.00}. These additional costs arose directly from the incident and the lack of support from the credit card XXXX XXXX, which failed to assist in rebooking my flight or offer compensation. 

Despite these extreme circumstances, my compensation claim was denied due to the travel warning, which I believe was incorrectly applied. The warning did not coincide with the date of my booking, and the unforeseen incident occurred after I had already commenced my travel. 

I am requesting a thorough review of my case, as I believe the denial of my claim stems from a misunderstanding of the timeline and circumstances leading to my flight cancellation. I have submitted all necessary documentation, including proof of the incident and details of the travel warning, to support my claim.