Consumer complaint received 2026-01-01 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Advertising and marketing, including promotional offers — Confusing or misleading advertising about the credit card
Company: JPMORGAN CHASE & CO.
State: TX

Complaint narrative:
1. I purchased a round trip ticket 6 months ago from chase travel with chase sapphire preferred card. Originally, my itinerary was XXXX XXXX  ( operated by XXXX XXXX ) XXXX ( operated by Alaska XXXX ), with a 3 hour and 30 minute layover at XXXX. 

2.However, two weeks ago, I was notified by Chase Travel that my itinerary had been changed to XXXX XXXX  XXXX XXXX XXXX XXXX and that my layover at XXXX  had been reduced to 52 minutes. As an XXXX  XXXX XXXX, after accounting for boarding time, this would leave only about 22 minutes to clear U.S. immigration, collect checked baggage, and re-check it, which is clearly not feasible. 

3.For this reason, I contacted Chase Travel to request a change to my itinerary. I was told that no change was possible and that only a one-way refund could be offered. The round-trip ticket I purchased six months ago cost {$2100.00}. If I accept the one-way refund, I would receive {$1200.00}, but the price of a one-way ticket today is approximately the same as what I paid for the entire round trip six months ago. This means I would effectively receive {$1200.00} and then be forced to pay {$2300.00} to purchase a new ticket, spending an additional {$1100.00}. If I had purchased the ticket six months ago, there would have been plenty of seat availability. However, because the travel date is now imminent, very few seats remain.

4.Given this situation, I decided to attempt the 52-minute layover, as I had no other viable option. 

5.However, when I contacted Alaska XXXX a few days ago, I was told that this ticket can not be used at all. Regardless of the layover time, I was informed that I can not board the flight under any circumstances. I then contacted XXXX XXXX, and they told me that this issue must be resolved by Chase Travel. When I contacted Chase Travel again, I was told that XXXX XXXX refuses to take any action other than issuing a refund. 

This is extremely frustrating because Chase Travels website clearly states that in the event of disruptions, customers may change flights at no additional cost. Yet every time I speak with Chase Travel by phone, they repeat that XXXX XXXX will only authorize a refund and nothing else. In addition, I believed that the credit card I used includes trip insurance. However, when I contacted the card issuer regarding whether the {$1100.00} fare difference would be covered, given that I purchased the ticket six months ago and this situation is not my fault, I was told that this is not covered. 

What I find unacceptable is that I am being forced into a refund that I did not request. This is not a voluntary refund. I am being forced to accept {$1200.00} and then required to repurchase a ticket for {$2300.00}, even though this situation was caused entirely by circumstances outside my control. 

I can not understand how it is reasonable or acceptable that a passenger with no fault is forced into a refund and then required to repurchase the same trip at double the cost. 

I am being forced to absorb a significant financial loss despite having done nothing wrong, while each party involved denies responsibility.

Company response to consumer: Closed with non-monetary relief