Consumer complaint received 2025-01-18 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Other features, terms, or problems — Add-on products and services
Company: JPMORGAN CHASE & CO.
State: WA

Complaint narrative:
I booked an international travel from XXXX, XXXX to XXXX ( XX/XX/year> ) and return from XXXX to XXXX, XXXX ( XX/XX/year> ) on XXXX XXXX  through my chase Preferred credit card ultimate rewards travel portal. I faced multiple issues with this booking and have filed numerous complaints with the credit card and the XXXX XXXX with no help on this matter. I had made the airlines and the credit card company aware of all the issues I was facing even before taking the first flight to have everything resolved. I also mentioned since I would be international, I would not have my XXXX number but can be reached through email or XXXX  which was agreed to by the credit card company. But since my issue was not resolved before my flight, I was in the dark the entire duration of my trip with no further responses or contact from credit card company as they had promised to reach out with a solution. This trip was also important for me to make it since I had an appointment at the US embassy in XXXX to get my visa stamped on the XXXX XXXX. Since there are multiple complaints I would like to file based on the issues I faced during this time, i will lay them out as best as I can below : XXXX ) I booked my flight after calling XXXX XXXX XXXX in US and chatting with the customer service representative of XXXX XXXX ( screenshot attached ) to make sure that I will be able to take XXXX XXXX flight out of XXXX. All of them guaranteed that there would be no issues with this. But when I went to apply for the visa, I was denied because the flight was not a XXXXXXXX XXXX XXXX Because of this, I had to book another another XXXX XXXX flight from XXXX to XXXX just to get the visa approved since I had to apply for it closer to my departure date from USA. When I called XXXX XXXX to change the booking from XXXX to XXXX to XXXX to XXXX instead, they mentioned since this was booked through chase portal ( 3rd party ), I would have to call them to get this changed. I contacted chase bank and they asked me to file a claim under the rewards with ChaseBenefits ( XXXX ). Chase kept refusing to help me and asked that I would have to purchase this fight again and no changes can be made even though I had submitted all the proofs of misinformation that was given to me by the airlines. That is why I filed the claim to completely cancel the booking and get a refund since I had already purchased another flight from XXXX to XXXX. This was also denied with no basis for it. Customer service ensured me that they were looking into my case and contacting XXXX XXXX and would get back to me with a solution even if I was out of the country via email but I heard nothing back during the entire trip. 
XXXX ) When I boarded my flight from XXXX, all my documents were checked and approved and I was given boarding pass till XXXX ( final destination ) and my bags were also tagged till there. But when I landed in XXXX, I was denied boarding since they did not accept visa on arrival even though my XXXX document, passport were all checked by XXXX XXXX manager in XXXX before boarding. I was forced to spend 24hours inside the airport with no means to exit or claim my bags. I incurred cost for food and stay expense inside the airport because of this issue. I had to expedite and apply for XXXX visa externally and even with that, XXXX XXXX staff did not issue a boarding pass. I had to escalate the situation and get XXXX XXXX XXXX regional XXXX to speak to the staff directly to get a boarding pass. Again, I had XXXX help from my credit card company or their travel benefits program. These were all costs I had to incur out of pocket.

3 ) On my return, I had to use the additionally booked XXXX XXXXXXXX XXXX from XXXX to XXXX in order to be able to leave the country with special permission from the airport authorities since XXXX XXXX would not allow me to take a XXXX XXXX flight from XXXX and then board the XXXX XXXX flight from XXXX to XXXX. 
I had XXXX communication/ contact/ help from my bank or the airlines even after numerous customer service calls/ complains/ claims ( they said only the bank would be able to help with changes to the flight since I booked it through them ) Below is the breakdown of all the costs incurred : Flight : XXXX XXXX XXXX and XXXX XXXX XXXX- {$1300.00} XXXX XXXX XXXX - {$39.00} XXXX XXXX XXXXXXXX XXXX  XXXX {$190.00} XXXX XXXX  flight from XXXX XXXX XXXX - XXXX XXXXXXXX XXXX XXXX  overnight expediting process - XXXX XXXX

Company response to consumer: Closed with monetary relief