Consumer complaint received 2025-03-23 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: AZ

Complaint narrative:
I booked a round-trip flight for two passengers through Capital One Travel , paying for premium economy seats. However, on the last segment of my return flight, I was not seated in premium economy, as I had purchased, and the flight itself was delayed by over seven hours. This significantly impacted the value of the product I had paid for.

When booking the flight, I specifically chose and paid for premium economy seats. Had I known I would be downgraded to a lower class and experience such a delay, I would have opted for a much cheaper flight in economy class. However, my reservation was confirmed for premium economy, and this is what I expected to receive. Instead, I was given a downgraded service, which clearly did not match the premium economy product I paid for. 

I tried to dispute this issue with Capital One Travel, arguing that I did not receive the services I paid for, but my dispute was rejected. They claimed I received the product I bought. I disagree with this assessment because the flight experience I received was not equivalent to the premium economy experience I purchased, which included specific seating, class, and a reasonable expectation of timely travel. 

To explain this further, purchasing a flight ticket is not the same as buying a general bus ticket. A bus ticket typically grants you access to any bus, with no seat assignments or class distinctions. However, flight tickets are sold based on specific classes ( economy, premium economy, business, etc. ), and the price varies accordingly based on these distinctions, as well as the duration and schedule of the flight. When you pay for a premium economy ticket, you're not simply buying access to a flight ; you're buying a guaranteed seat in a specific class, with specific services and accommodations that differ from a lower class. In my case, I was sold a premium economy seat but was instead provided with a much lower class of service. Also travel time was extended fromXXXX to XXXX hours and had I booked such a flight it would be at least 50 % cheaper. 
As a result, I believe I should not bear the loss for this downgrade, and Capital One Travel or the airline should not be compensated for failing to provide the product that was promised. The confirmation email I received clearly showed premium economy, but the service I received did not meet the standards of what was promised. I am seeking a fair resolution where I am appropriately reimbursed for the downgrade and delay.

Capital one already has necessary documents as a part of dispute process. I am attaching email from capital one highlighting the class and email from airline showing downgrade. I am also attaching a letter confirming delay in flight. 

XXXXDetails XXXX XXXX XXXX XXXXDate of Booking : XXXX XX/XX/XXXXXXXX XXXX XXXXDate of Flight : XXXX XX/XX/XXXX ( XXXX XXXX XXXX XXXXAmount Paid : {$3100.00} XXXX XXXXIssue XXXX XXXX  Downgrade in seating class and a delay of over XXXX hours on the return flight XXXX XXXXActions Taken XXXX XXXX XXXX I disputed the charge with Capital One Travel, but they rejected my claim , stating that I received the product I purchased.

- I am now seeking further action to resolve the issue and be reimbursed for the downgraded experience.

Company response to consumer: Closed with explanation