Consumer complaint received 2022-12-17
Product: Credit card or prepaid card — General-purpose credit card or charge card
Issue: Other features, terms, or problems — Other problem
Company: JPMORGAN CHASE & CO. (CO)

Complaint:
In XX/XX/2022, we purchased XXXX XXXX flights for my wife and I to compete in an XXXX XXXX on XX/XX/2022 with our XXXX XXXX XXXX XXXX XXXX XXXX ending in XXXXXXXX. On the return flight home, we encountered a delay due to mechanical issues with the plane that were evident as we witnessed a mechanic opening and working on the engine, the pilots discussing with the mechanic the status of the flight, and witnessed the baggage attendants removing luggage off the plane after several hours. After leaving the terminal and retrieving our returned bags, the baggage attendants on the tarmac told us the pilots were calling this an overnight and the plane ( XXXX ) would not be leaving the airport. We received over 11 emails indicating the delay exceeding 6 hours ( the flight was scheduled to take off at XXXX XXXX  and our last flight delay email was sent for XXXX XXXX. XXXX would not verify a cancelled flight at the terminal with the desk agent, on a chat nearing XXXX XXXX, and even the next day would not announce a cancellation. Customers sat unknowing how to manage this and were told to make other plans by the XXXX desk agent without suggestion of compensation or help in rescheduling plans. After our conversation with the baggage attendant, we were forced to make other plans, which included taking a taxi to XXXX, WI ( XXXX ), booking an expensive last minute flight with XXXX, staying in a hotel overnight, delaying our ability to get home and work the next day, and providing no resolution for customers. Due to my XXXX  and being stuck in the airport for so many hours after my XXXX XXXX, my feet became so swollen from sitting and waiting to travel that I had difficulty walking for the next several days. 

We filed a claim with XXXX and were only given refunds of our original flight, a {$75.00} apology voucher ( given a few days after our flight ), and a {$100.00} refund for the luggage ; however, we were not refunded for our lodging, transport, or inconvenience. As I had booked this with a XXXX XXXX XXXX XXXX XXXX XXXX we decided to file a claim with eClaims online and proceeded to spend hours submitting claim ( # XXXX ) for a flight cancellation. Several months later, I received a denial of my claim, so I decided to call eClaims and was quite frustrated with the denial. I was told by a customer representative that I should have filed a claim for a delay of flight and not for a cancellation so she elevated the claim to her management team and resubmitted the claim. Several weeks later, I received a denial letter indicating my flight was not delayed more than 6 hours so they could not approve such submission. I sent them an email indicating flight XXXX never got off the ground and the flight was delayed for over 6 hours and I would report them to the CFPB for submitting false realities to their policies they explicitly state in their Terms of Service. They responded with another denial indicating my claim was not allowable as my flight was not delayed more than 12 hours. XXXX did not leave XXXX 's airport within 12 hours of the original delay, nor should customers wait 12 hours in a terminal without proper information that such a delayed flight would eventually take off as we knew it would not. 

I am asking for help from the CFPB for violation of customer rights explicitly described in their terms of service. 

XXXX XXXX XXXX Tel : XXXX XXXX XXXX  Fax : XXXX XXXX XXXX XXXX XXXX, VA XXXX

Company response to consumer: Closed with explanation