Consumer complaint received 2016-06-29
Product: Credit card — 
Issue: Advertising and marketing — 
Company: JPMORGAN CHASE & CO. (HI)

I have a MileagePlusCard from XXXX XXXX issued by Chase. By paying an annual fee of {$140.00}, I am enrolled in a special benefit whereby they issue me a Companion Travel Certificate that is valid for XXXX roundtrip XXXX Economy companion ticket for travel within the XXXX US states with the purchase of an eligible published adult roundtrip ticket. I have had this benefit for at least 4 years and have never had a problem booking using it and thought it worth the annual fee that I paid because I live in Hawaii. However, this time I was told that the Economy ticket fares in the " XXXX '', " XXXX '', " XXXX '', " XXXX '' or " XXXX '' class in which I must purchase the ticket for Economy were higher than the published online rate so I should just book a ticket online. Since the certificate indicated " published '' routing booked in these classes I asked the XXXX Agent to quote me the prices. The prices for these classes ranged from {$1600.00} to {$3500.00}. I then specifically asked the agent where I could view these " published '' fares and he could not give me answer. I searched the online website and could not find these fares anywhere. The roundtrip fares quoted online for the dates I were requesting in XX/XX/XXXX were approximately {$700.00} economy, {$1300.00} first class and {$2500.00} for economy flexible. Therefore, the lowest so called " published '' rates was higher than first class and more than double the economy fare. I did email a complaint to XXXX and was not at all happy with their response. It appeared to be a " can '' response and they did not provide a number or means whereby I could obtain further information or clarification ( both my email and their response is attached ) Here 's my complaint - 1. Why ca n't I view the so called " published '' fares anywhere? Based on their response to my complaint email - " There are a limited number of discount seats available on each aircraft. As they are sold or reserved, the seats are pulled from or added to the inventory. In some instances discount seats may become available where moments earlier they were sold out, which could change the fare offered ''. Regardless, these fares should be published somewhere as stated on the award certificate ( copy attached ) and updated so that consumers like me who have these award certificates can know when flights are available. Based on the restrictions of the award certificate, it can only be redeemed by calling the XXXX Reservations number at XXXX. It can not be redeemed online, at the airport, ticket officer or through a travel agent which makes it even more imperative that I can view the published fares. If I ca n't see the published rates it is a " hit or miss '' process as to what fares are offered. Just as a side note that they will charge an additional {$25.00} per ticket since we are calling the reservation line even though that is a requirement of the certificate. 
2. Why are these fares so outrageously higher than the published online fares even for first class? What do XXXX, XXXX, XXXX, XXXX and XXXX stand for? It is not spelled out on the certificate. 
3. Why was I able to use the ticket in previous years and not this year? Did something change? Was I notified about the change because I do n't recall. 
I was not happy with the redemption process in the past because the usual time spent talking to an agent is over an hour ( I spent about an hour and a half this time ) but accepted it because of the benefit. Now after being on the phone for over an hour and being told by the agent that it is better for me to just purchase the tickets online and not being able to see any " published '' rates I feel this program is highly deceptive and meant to discourage people from trying to redeem their certificate.