Consumer complaint received 2025-09-09 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Other features, terms, or problems — Problem with rewards from credit card
Company: JPMORGAN CHASE & CO.
State: CA

Complaint narrative:
I purchased airplane travel to and from XXXX XXXX through Chase Travel using my Chase Sapphire Reserve card. This card is marketed as a premium travel benefits card. I used a combination of 130,000 points ( value approx {$1300.00} ) and paid for the rest with that same card, {$5500.00}. I paid an additional {$550.00} directly to the airline ( XXXX but it was all XXXX tickets as they are partner airlines ) to upgrade my seats on the flight back from XXXX for extra legroom. I had no issues on the flight there. But for the XX/XX/XXXX flight back, i was unable to checkin online the day before. When we got to the airport with my family, the ticketing agent at XXXX XXXX XXXX we had no tickets and they weren't able to tell me why, even though we had all the booking details and received the emails to check in for our flight online. I had to call XXXX to have them try to get us back on the flights. They were able to get us to XXXX, but told us we'd have to spend the night seeing as the flight we were supposed to be on was now fully booked so they could only put us on a flight the following day. They stated that the airline would reimburse us for the hotel. Upon arrival in XXXX, i went to the XXXX XXXX XXXX XXXX there they said that they would NOT reimburse us because it was our travel agency ( Chase Travel ) that caused the issue. They claimed they saw in their system that Chase Travel cancelled our booking, rebooked, but did not properly reissue the tickets. So we had to pay for our own hotel. I spent a few hours that day on the phone with Chase Travel who claimed that no, it was not them that cancelled our booking but rather the airline 's booking system, and that they couldn't help me rebook and that i'd have to do everything through the airline. The following day we showed up to the airport in XXXX early so that we could talk to someone in person to ensure we were on a flight. Over the course of this we worked with a XXXX XXXX XXXX their customer service center who once again reiterated based on what he saw in their systems that the booking cancellation came from Chase Travel . So i called Chase Travel who once again said it wasn't them. But when i pushed them they stated that they do sometimes automatically cancel bookings and rebook them at a cheaper price which saves them money and that that's likely what happened in this case. I tried to push on them to take responsibility and for some kind of reimbursement but they were unwilling to help without further investigation on their part with the airline ( they still claimed the rebooking was fine and that it was the airlines fault that we didn't get re-ticketed ) and that they would for sure call me back once they found out more. they never did - Case/Ticket number XXXX with a XXXX. The Chase Travel ID is XXXX for the entire booking. Upon returning to XXXX, i followed up with Chase Travel numerous times but never got anywhere. They said if i had issues i should file a claim with the travel insurance benefit i have with my Chase Sapphire Reserve card, which i did. That process in and of itself took 1 month to complete, and in the end they issued a refund for {$620.00} which basically just covers my hotel and dinner and food and taxi expenses for the overnight stay. The issue is that i paid a good chunk of money for this travel, did not get the service i paid for on the return flight, did not get the seat upgrades i paid for, had to spend hours and hours of time dealing with it, and it all began with an automated system from Chase Travel that cancelled my booking, unbeknownst to me, and didn't ensure that the rebooking they did actually got tickets properly reissued to me. If this process didn't happen at Chase Travel none of this would have happened. So my premium travel credit card did not deliver on any of it's value of providing and enabling premium travel experiences, and instead caused me a bunch of headache and wasted time. I was unable to dispute the charge i had booked it a long time before, and so any of the actions i tried to take to get some form of reimbursement mostly failed. the poor service, the failure of delivering on the value ( for which i pay over {$700.00} a year for the card fee ) is unacceptable from a consumer perspective.

Company response to consumer: Closed with monetary relief