Consumer complaint received 2026-06-07 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement — Credit card company isn't resolving a dispute about a purchase on your statement
Company: CAPITAL ONE FINANCIAL CORPORATION
State: NV

Complaint narrative:
I am filing this complaint regarding Capital One XXXX mishandling of a fully paid family international booking for four passengers for travel from XXXX XXXX to XXXX from XX/XX/year> to XX/XX/year>. Capital One XXXX own records recognized all four passengers on the reservation, but during itinerary processing a Capital One XXXX agent failed to properly reissue all tickets. As a result of that agent error, my wife was removed from the booking without any notice, cancellation alert, warning email, or phone call, even though I never requested that any passenger be removed. I discovered the problem on the day of departure when only three passengers appeared during check-in, and XXXX Airlines confirmed that only three passengers were in their system. On XX/XX/year>, I spent approximately 5 to 6 hours on repeated emergency calls with Capital One XXXX trying to save my familys trip. This caused major disruption to my workday, severe stress, and significant hardship for my family because this was a time-sensitive international trip. Capital Ones initial resolution was not fair or adequate. The company offered reimbursement of the XXXX upgrade amount I had already paid and only USD XXXX per passenger, for a total of USD XXXX, and both were issued only as Capital One XXXX credits rather than refunds to my original form of payment. The upgrade reimbursement was simply a return of my own money, so the actual goodwill compensation offered for this serious error was only USD XXXX in restricted travel credits. Capital One then rebooked my family onto XXXX, but the replacement tickets did not include checked baggage. For a 46-day international family trip with my wife and XXXX XXXX, we had prepared eight checked bags, and XXXX advised that extra baggage would cost about USD XXXX per bag. That created an estimated round-trip baggage cost of about USD XXXX, but Capital One provided only USD XXXX in travel credits, leaving an unresolved shortfall of about USD XXXX. Because of this shortfall and the immediate pressure before departure, my family had to reduce our luggage from eight checked bags to four and leave behind clothing, personal belongings, and gifts for family overseas. The replacement itinerary also created an approximately 10-hour layover in XXXX XXXX that did not exist in the original itinerary, and I had to spend USD XXXX on an airport transit hotel to manage that layover with XXXX XXXX. That expense was caused by the replacement itinerary that became necessary after Capital One Travels ticketing failure. I am requesting that Capital One provide fair compensation for the losses caused by its admitted agent error, including the unresolved USD XXXX baggage shortfall, reimbursement of the USD XXXX transit hotel expense, correction of the unresolved return-travel issues, and additional compensation for the time lost, work disruption, stress, and inconvenience caused to my family. I also want Capital One to formally acknowledge that it failed to properly reissue tickets for all four passengers and removed one passenger from the reservation without notice.

Company response to consumer: Closed with explanation