Consumer complaint received 2025-10-13 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: CA

Complaint narrative:
Complainant : XXXX XXXX XXXX : XXXX Phone : XXXX Address : XXXX XXXX XXXX XXXX, XXXX XXXXXXXX XXXX XXXXXXXX Filed Against : Airlines : XXXX XXXX ( marketing carrier ), XXXX XXXX, XXXX XXXX, XXXX XXXX ( operating carriers ) Credit Card Issuer : Capital One Summary of Complaint I am submitting this complaint regarding serious violations of XXXX consumer protection and refund laws related to a travel itinerary I purchased through XXXX XXXX using my Capital One credit card. 
Despite paying for air transportation from XXXX XXXX  ( XXXX ) to XXXX, XXXX, I was subjected to major delays, rerouting, and cancellation of the final leg of my journeyultimately being forced to take a XXXX bus ride to my final destination instead of the flight I purchased. 

Both the airline group and Capital One have refused to issue a refund, citing the non-refundable nature of the ticket. However, this situation clearly constitutes non-delivery of contracted services and violates U.S. Department of Transportation refund regulations ( 14 CFR 259.5 ( b ) ( 5 ) ), 49 U.S.C. 41712 ( unfair and deceptive practices ), and the Fair Credit Billing Act ( 15 U.S.C. 1666 ). 

Detailed Timeline of Events Date of Purchase : [ Insert date purchased via XXXX XXXX website ] Original Itinerary : XXXX XXXX ( XXXX XXXX XXXX, XXXX XX/XX/XXXX ) XXXX XXXX XXXX XXXX XXXX XXXX, XXXX XX/XX/XXXX ) XXXX XXXX ( XXXX XXXX XXXX, XXXX XX/XX/XXXX ) Issue 1 : Major Delay and Missed Connection The first flight from XXXX to XXXX ( XXXX ) departed over two hours late, causing me to miss my connecting flight in XXXX. 

Issue 2 : Unplanned Reroute and Excessive Delay I was rebooked onto a completely different route : XXXX XXXX XXXX XXXX, adding an extra layover and causing an XXXX total delay in arrival. 

My rebooked flights ( XXXX, XXXX, XXXX ) are attached as proof. 

Issue XXXX : Final Flight Cancelled and Replaced by Bus The XXXX XXXX ( XXXX ) flight was cancelled entirely. 

I was told at the airport that I would have to take a 2.5-hour bus ride instead, which was the only way to reach my destination that day. 

This ground transportation is not equivalent to the air service I paid for and represents non-performance of the purchased contract. 

Why This Violates Consumer Protection Law Failure to Provide Contracted Air Transportation I paid for an air journey from XXXX to XXXX. 

The airline substituted part of the service with a bus, which constitutes a complete failure to deliver the contracted service. 

DOT regulations require refunds for cancelled or significantly changed flights, regardless of ticket type.

Excessive Delay and Inadequate Substitution DOT guidance defines significant delays as grounds for a refund when passengers arrive substantially later than scheduled ( in this case, 11 hours ). 

Unfair and Deceptive Practices by XXXX XXXX  XXXX XXXX XXXX XXXX XXXX marketed and sold the itinerary but failed to ensure that partner airlines ( XXXX, XXXX, and XXXX XXXX ) fulfilled the contracted service. 

Under DOTs Codeshare Accountability Rule, XXXX remains responsible for ensuring the service is delivered properly. 

Failure by Credit Card Issuer to Uphold the Fair Credit Billing Act ( FCBA ) I disputed the charge with Capital One, explaining that I did not receive the service paid for.

Capital One denied my dispute, citing the tickets non-refundable status.

This denial ignores my statutory right under the FCBA to dispute charges for services not delivered as agreed.

Applicable Laws and Regulations 14 CFR 259.5 ( b ) ( 5 ) Airlines must provide refunds for cancelled or significantly changed flights.

49 U.S.C. 41712 Prohibits unfair or deceptive practices in air transportation.

DOT Refund Enforcement Notice ( May 2020 ) Airlines have a legal obligation to provide prompt refunds for cancelled or significantly altered flights.

15 U.S.C. 1666 ( Fair Credit Billing Act ) Consumers can dispute credit card charges for services not delivered as agreed.

12 U.S.C. 5531 ( Consumer Financial Protection Act ) Prohibits unfair, deceptive, or abusive acts by financial institutions, including improper dispute handling.

Requested Resolution A full refund of the ticket amount paid for air transportation from XXXX York ( XXXX ) to XXXX ( XXXX ). 

A formal investigation into the refund and dispute-handling practices of both XXXX XXXX and Capital One. 

Assurance that the involved airlines and credit issuer will comply with DOT and FCBA requirements in future consumer disputes. 

Consideration for civil penalties or class action referral if systemic misconduct is identified ( as similar complaints appear to have been filed regarding bus substitution and non-refundable denial cases ). 

Attached Evidence Original boarding passes ( Original Flight.jpg ) Rebooked boarding passes ( Adjusted Flights.jpg ) Capital One dispute response Timeline summary of flight disruptions Conclusion This situation represents a clear breach of contract, violation of federal transportation and credit billing laws, and a pattern of deceptive consumer practices by both the airline consortium and Capital One. 
I am requesting regulatory review and enforcement to ensure full restitution and compliance with federal consumer protection standards. 

Thank you for your time and attention to this matter. 

Sincerely, XXXX XXXX

Company response to consumer: Closed with explanation