Consumer complaint received 2024-05-10
Product: Credit card — General-purpose credit card or charge card
Issue: Advertising and marketing, including promotional offers — Didn't receive advertised or promotional terms
Company: JPMORGAN CHASE & CO. (VA)

I booked airline travel through Chase 's travel portal on XXXX, XX/XX/XXXX. 

I had to cancel this airline travel, and on XXXX, XX/XX/XXXX was informed that I had received travel credits with the following stipulations : * Your credit is valid for air travel on XXXX XXXX XXXX only. 
* Your new travel must be completed on or before XX/XX/XXXX. 
* You must travel with the same passengers as your original flight to book using your credit online. 
* XXXX  payments can not be deducted from the credit value and must be paid for using your credit card. 
* If you have a credit leftover after rebooking, some airlines will issue a credit for future travel or a refund. If the airline policy does not allow for a refund, any remaining credit will be forfeited. 

I have been trying to use the travel credit, and believe that I am operating within the stipulations laid out by Chase, but the following issues arise : XXXX ) When I navigate to 'use my travel credit ' on the Chase travel portal, no matter what dates and origin/destination cities I add to the web form, it always says that no flights can be found that meet the criteria. I have tried this XXXX  times over the span of XXXX weeks and I have never been able to see any flights on this form. 

I believed this might have been a bug, so I called Chase on XX/XX/XXXX and spent nearly an XXXX  explaining the situation with a representative. They said they were able to see flights valid for me to book, and that I must be experiencing a bug. I clarified the stipulations I listed above, and they told me that they were correct. I verified that, although I was searching for flights that met these stipulations, nothing was showing up for me. They asked me to wait for some time, keep trying the web form, and to call back if the issue was still occurring ; they would attempt to book a valid flight on my behalf so I would not lose my travel credit. 

XXXX ) When I called back on XX/XX/XXXX to ask a Chase travel representative to book a flight on my behalf due to continuation of the aforementioned issues, they told me that I would only be able to use my travel credit to the same origin and destination cities. This was never represented to me before, and was not part of the list of stipulations given to me by Chase XXXX when I canceled the original flight, and was also not represented to me by Chase XXXX support when I called them frustrated that I was not able to find any way to actually use the travel credit they had claimed to have given me. 


Overall, I believe Chase is knowingly misrepresenting the conditions for using travel credits in order to profit from consumers. I paid them my money because I believed they would have my back if circumstances arose, but when I tried to operate within the parameters they gave me, they were unable or unwilling to meet their promises. They told me XXXX thing, and then operated under different rules when I tried in good faith to follow their stipulations, and now I am likely to completely lose the roughly XXXX and XXXX  hours of time and frustration trying to understand and rectify this issue.