Consumer complaint received 2025-06-27 00:00:00
Product: Checking or savings account — Other banking product or service
Issue: Managing an account — Funds not handled or disbursed as instructed
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: NJ

Complaint narrative:
In XX/XX/year>, I used Bank of America credit card rewards points to book XXXX round trip tickets from XXXX to XXXX XXXX through Bank of America 's travel website. When I booked the flight and used my points, Bank of America indicated that with the type of fare I chose that the cost of a carry-on bag was included in the fare. The airline for reference is XXXX XXXX. Image XXXX is attached with this complaint that shows an example of the fares screen. This screen clearly implies that a carry-on bag is included in the cost of my selected fare ( " standard '' ) and the footnote only states to verify acceptable carry on bag sizes with the airline. 

Fast forward to XX/XX/year>, as I was preparing for my trip and reviewing my flight on the XXXX XXXX app that carry-on bags were not included and I had to pay for them. I called Bank of America that night and they claimed it was XXXXXXXX XXXX XXXX and the airline meant a personal item is included but not a carry-on. I followed up with the airline who says that a personal item and a carry-on bag are XXXX distinct things. A personal item is always included in the airfare, but a carry-on bag is only included in what they call an " XXXX '' bundle. The XXXX bundle also includes seat upgrade option, free change or rebooking of flight, and a free carry-on. This matches up to the " XXXX '' column on Bank of America 's page. XXXXXXXX XXXX " XXXX '' bundle, which is apparently what I chose, never includes a carry-on. 

I followed up with Bank of America and told them their travel page is misleading and provides false information. I requested a refund but they refused saying that the confirmation email clarifies that the carry on included is a personal item. The language from that email is show in the attached Image XXXX. 

Following this I issued a complaint with the XXXX XXXX XXXX. Eventually, Bank of America got back to me, but insisted that the information provided on their XXXX XXXX page was clear on whether carry-on bags were included in the costs. The response they provided was minimal and in fact showed how the information provided is in fact not clear. 

Bank of America continues to define a carry-on bag and a personal item as the same thing and they refuse to accept their mistake. XXXX XXXX very clearly defines personal items and carry-on bags as different and separate. Every airline includes a carry on bag with the airfare. 

Bank of America 's response says that on the second screen it clarifies the carry-on bag is a personal item. An image of that screen is shown as Image XXXX and attached to this complaint. Here is Bank of America 's response : " Our research confirms your travel airfare being booked on the Bank of Americas Travel Center included a XXXX XXXX XXXX XXXX XXXX Personal Item. During booking, a selection of the fare class included a pop-up alert that advised what was included in the fare class, prior to moving on to the payment section of the booking. Additionally, this information was confirmed on your email confirmation page. '' Bank of America 's full response is provided as an attachment. 

There are still issues with this : XXXX. Carry-on bag does not equal a personal item which they indicate on that screen. In addition, if a carry-on bag required additional costs, then that should have been included in the " Additional Cost '' section along with the checked bags, seat selection, and flight changes. This screen is not clear in that a carry-on bag results in additional cost. 

XXXX. It does not change the fact that the previous screen still indicates a carry-on bag is included in the fare as there is no mention of personal item on this screen.The " Additional Cost '' section should have included a carry-on bag as an additional cost along with the checked bag, seat selection, and flight change option. 

XXXX. The initial screen still does not explicitly state that the carry-on bag included in the fare is for a personal item only. 

In short, Bank of America provided misleading information implying carry-on bag fees were included with my travel rewards points but was actually not and costed me an unexpected extra ~ {$280.00} dollars to be spent on my trip.

Company public response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
Company response to consumer: Closed with explanation