Consumer complaint received 2025-08-03 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: NJ

Complaint narrative:
XXXX XXXX XXXX XXXX XX/XX/XXXX RE : XXXX XXXX and XXXX XXXX XXXX to XXXX. 
Ref : Booking Reference # XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX : XXXX XXXX XXXX XXXX is : XXXX XXXX XXXX XXXX XX/XX/XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX No Baggage Charges Paid XXXX XXXX XXXX Original Trip : Ticket Number : XXXX and XXXX XX/XX/XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX The Tickets Clearly Mentioned Baggage Policy 1st Checked Bag Free Of Charge It Also Clearly Mentioned in the Ticket That : Name of the carrier whose baggage rules apply : XXXX XXXX Ticket : TICKET Number : XXXX and XXXX XX/XX/XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX  XXXX XXXX XXXX XXXX Came Late to XXXX and We Missed XXXX XXXX XXXX XXXX XXXX XXXX  XXXX XXXX New Ticket for XX/XX/XXXX. 

New Trip Ticket Number : XXXX and XXXX XX/XX/XXXX XXXX to XXXX XXXX XXXX XXXX XXXX XXXX XXXX Issued 2 Tickets and Both Clearly Mentioned that Baggage Policy 1st Checked Bag Free Of Charge 2nd Checked Bag Free Of Charge. 
It Also Clearly Mentioned in the Ticket That : Name of the carrier whose baggage rules apply : XXXX XXXX Both the Tickets are attached herewith for your ready reference. 

Please See My Statement and Facts in the Following Pages. 

Best Regards. 

XXXX XXXX We travelled to XXXX XXXX to see my Father who is XXXX XXXX XXXX. 

We were supposed to return on XX/XX/XXXX but due to a personal reason we postpone our date to XXXX XX/XX/XXXX. We contacted to XXXX and they reissue our ticket to fly with XXXX XXXX XXXX XXXX and XXXX XXXX from XXXX to XXXX. 

WHEN WE CAME TO XXXX XXXX ON XX/XX/XXXX AT XXXX XXXX  AND APPROACHED THE COUNTER TO HAVE OUR BAGS CHECKED IN, AFTER GOING THROUGH THE PERSON INFORMED THAT WE HAVE TO PAY FOR THE BAGGAGE. I TOLD HER THAT CHECK OUR TICKET AND IT CLEARLY STATED THERE THAT 2 CHECKED BAGGAGE ARE FREE OF CHARGE FOR EACH TICKET. 

SHE WENT TO OTHER COUNTER AND CAME BACK AFTER 15 MINUTES SAYING THAT WE NEED TO PAY IF YOU WANT TO FLY. IT WAS XXXX XXXX  BY THE TIME. 
SHE TOLD ME TO GO AND SPEAK TO THE SUPERVISOR. WE WENT TO OTHER COUNTER AND SHE FLATLY SAID THAT EITHER WE WANT TO PAY OR NOT? NOTING ELSE IS POSSIBLE IF WE WANT TO FLY. WHEN ASKED HERE TO LET US SPEAK TO OTHER MANAGER AND SHE REPLIED, I AM IN CHARGE HERE AND NO ONE ABOVE ME IS HERE. 

BY THE TIME IT WAS XXXXXXXX XXXX  WE NEED TO COME BACK HOME SO WE PAID BY MY Capital One CREDIT CARD {$1000.00}. SHE CHARGED US. 

BY THE TIME THEY CHANGED OUR FLIGHT WHICH SUPPOSED TO DEPART AT XXXX XXXX  AND XXXX XXXX  AND GAVE US A BOOKING IN THE FLIGHT LEAVING AT XXXX XXXX. I TOLD HER THAT WE HAVE TO CATCH A FLIGHT TO XXXX AT XXXX XXXX  AND SHE TOLD ME IT SHOULD BE ALRIGHT. SHE TOLD US THAT THEY GOING TO INFORM XXXX XXXX ABOUT US. HAVING NO CHOICE WE TOOK THAT TICKET. 

OUR FLIGHT LANDED AT XXXX XXXX AT XXXX XXXX  AND WE RUSHED TO GATE NUMBER 17 WHERE OUR XXXX XXXX XXXX FLIGHT SUPPOSED TO DEPART BY XXXXXXXX XXXX 

WE WERE ABOUT TO REACH THE GATE AND TIME WAS XXXX XXXX  AND A LADY WAS CALLING MY NAME AND I APPROACHED HER AND SHE TOOK OUR BOARDING PASS AND PASSPORTS AND START CALLING SOMEONE AT THE GATE. I HEARED CLEARLY THE PERSON SAID TO HER TO KEEP US THERE AND DONT BRING US TO THE GATE AS FLIGHT IS OVERBOOKED. I ARGUED WITH HER TOLD HER TO GIVE OUR DOCUMENTS BACK AND WE NEED TO GO TO THE GATE. SHE CAME WITH US AT THE GATE AS I INSISTED AND IT WAS XXXX XXXX. THE PERSON AT THE GATE SAID THAT WE ARE LATE AND CANT BOARD THE FLIGHT. I SAID WE ARE NOT AS THE LADY STOPPED US IN BETWEEN AND DIDNT LET US COME TO THE GATE. THERE WERE 2 GENTLEMAN AND THIS LADY WERE PRESENT AND DIDNT HELP US AND WE LOST OUT FLIGHT.

THEY DID PAPERWORK AND TOOK US OUT OF IMMIGRATION AREA AND OTHER GENTLEMAN TOOK ALL OUR PAPERS AND TOLD US TO WAIT. IT WAS XXXX XXXX  OF XX/XX/XXXX NOW. HE SAID THAT NOW XXXX XXXX XXXX  MADE US LATE AND WE LOST XXXX XXXX FLIGHT SO XXXX  XXXX WILL ISSUE US A NEW TICKET WITH THEIR FLIGHT. 

HE WAS DOING BACK AND FORTH FOR NEXT COUPLE OF HOURS AND BY THE TIME XXXX XXXX  HE TOOK XXXX TO THE PERSON AT XXXX XXXX TRAVEL DESK AND TOLD US TO SPEAK TO HER AND SHE WILL ISSUE US A NEW TICKET AND HE LEFT. 

XXXX XXXX SAID THEY CAN ONLY GIVE US A TICKET FOR XX/XX/XXXX XXXX XXXX  FLIGHT TO XXXX. I TOLD HER THAT SINCE XXXX YESTERDAY WE ARE GOING AROUND AND HOW CAN WE SURVIVE. IT WILL BE OVER 24 HOURS WE ARE KIND OF AT THE AIRPORT, SHE SAID THAT SHE HAS ONLY THIS OPTION EITHER WE AGREE OR NOT. SINCE WE HAVE NO CHOICE THEN WE AGREED. THE FLIGHT TOOK OVER 19 HOURS TO REACH AT XXXX AT XXXX XXXX  ON XX/XX/XXXX. 

THE TICKET SHE ISSUED US FOR XX/XX/XXXX ALSO CLEARLY MENTIONED IN THE BAGGAGE POLICY XXXX XXXX XXXX CHECKED BAG : FREE OF CHARGE 2ND CHECKED BAG : FREE OF CHARGE It Also Clearly Mentioned in the Ticket That : Name of the carrier whose baggage rules apply : XXXX XXXX The original Tickets of XXXX XXXX return also Mentioned Clearly The First Checked Bag is Free. 

THE TICKETS ARE ATTACHED HEREWITH Best Regards. 


XXXX XXXX

Company response to consumer: Closed with explanation