Consumer complaint received 2025-02-05 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Other features, terms, or problems — Other problem
Company: CAPITAL ONE FINANCIAL CORPORATION
State: WA

Complaint narrative:
I had a round-trip flight booked from XXXX ( XXXX ) to XXXX ( XXXX ) via Capital One Travel , where I used miles, credits and cash for my flight. Upon reaching the ticketing machine for my return flight in XXXX, I found that I had no XXXX to XXXX leg. 

I promptly reached out to airport staff and Capital One travel, and Capital One travel was unable to resolve my issue before the XXXX leg departed ( issue # XXXX ). To avoid being stranded in a layover airport, I decided not to take the XXXX to XXXX  leg and stay with family for a couple more days. One month later, Capital One ruled this decision as a " no-show '' and has refused to refund me this portion ( issue # 2 ).

Airport staff informed me before I left that I had " a ticket, but no reservation '', and seemed to imply that it was odd and not something an airline would do, leaving Capital One Travel as the only other responsible party. After a couple of calls with Capital One Travel, they informed me that the airline cancelled my reservation, but given this information, I have reason to suspect system error, incompetence and lack of accountability on the Capital One Travel side regarding the root cause of the issue ( issue # 3 ).

Upon attempting to resolve this with Capital One Travel, they informed me that the airline offered a red-eye return flight the same day, but since it was incompatible with my schedule, I asked that they reschedule for a flight on the weekend so that I could work remotely. Capital One Travel informed me that the airline was unable to accommodate this request, and that I would *have* to take the red-eye flight they offered. My original flight was not a red-eye, and I would have arrived at 12 midnight - late, but with enough time to get some sleep for my meeting tomorrow.

I consider it unacceptable that between the two parties, they effectively forced me to upend my travel plans and life twice by ( 1 ) cancelling my flight or botching the reservation and ( 2 ) forcing me to take a red-eye flight if I wanted an easy flight exchange. I'd like to file a formal complaint against XXXX XXXX XXXX Capital One 's account turns out to be true ( issue # 4 ) After booking a one-way return flight, I kicked off the first of four ( 4 ) calls to their support center. The first representative in early XXXX offered to call me back or email with a refund status, which was not followed up on. 

The second one in late XXXX offered to expedite the process and to expect a call or refund in the next couple of days. Neither showed up. 

The third one on XX/XX/XXXX ( today ) informed me that a refund would be processed to my rewards points and credit card balance, to the tune of {$390.00}, which is approximately the bare-minimum amount for a XXXX to XXXX flight today. Prices range from around {$550.00} for main cabin premium, and {$1200.00} ( which my family and I paid ) for the larger XXXX planes during the early XX/XX/year> timeframe. 

I have a couple of issues with this. First, the refund did not capture the XXXX to XXXX leg which I was forced not to take. The manager at Capital One Travel mentioned that the airline made an exception because I was considered a " no show '' as I didn't accept the single-option red-eye reschedule flight ( see issue # 2 ). Given their inability to reschedule me at a time that made sense for me because of an error on their side - not mine, I consider the lack of accountability here unacceptable ( issue # 5 ) The same manager also quoted me at : {$61.00} to my credit card in the next XXXX business days and XXXX points back to my card immediately. However, what I received in points was XXXX. I called back a fourth time out of concern that I was being short-changed and the fourth rep explained that the breakdown was actually a completely different set of numbers, split between my credit card, rewards points, and travel credit ( {$23.00}, {$290.00} and {$7500.00} respectively ). 

I find it frustrating and unprofessional that I was ( A ) not followed up on two times and ( B ) not quoted the correct breakdown of refund amount and ( C ) that their support team refused to email me this information to have in writing. I'd like to designate issue # XXXX as a customer service issue and complaint.

Company response to consumer: Closed with monetary relief