Consumer complaint received 2025-06-24 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Other features, terms, or problems — Problem with rewards from credit card
Company: JPMORGAN CHASE & CO.
State: IL

Complaint narrative:
I'm hoping the CFPB can help me get a full refund for a trip I booked with Chase  XXXX. Due to repeated ticketing errors on every leg of our trip, my family and I endured one of the most stressful and chaotic travel experiences. 

What was meant to be a once-in-a-lifetime religious pilgrimage, instead turned into an emotional and logistical marathon. We spent hours on the phoneevery single day of a three-week tripjust trying to get basic travel issues resolved. 

Timeline of Events Chase Travel Experience XX/XX/XXXX I booked a trip for my family ( XXXX adults & XXXX children ) using Chase XXXX, combining XXXX credit card points ( cash value : {$3600.00} ) and {$690.00} in cash for flights to XXXX and XXXX XXXX. 

Before departure I called XXXX XXXX to request a baby bassinet for our lap child but was told to call back the day of the flight. 

XX/XX/XXXX When I called XXXX XXXX to confirm the bassinet, we were shocked to learn our tickets had been cancelled without notice. XXXX XXXX directed me to contact Chase XXXX. 

Chase told us to head to the airport and speak to the ticket counter. Thankfully, we were able to board our flight from XXXX to XXXX, but we were warned that the remainder of our trip was in jeopardywed need new reservations for the rest of our journey. 

Once in XXXX, Chase pointed the finger at XXXX XXXX ; While XXXX XXXX, in turn, said to contact our travel agency. We were left in an exhausting back-and-forth. After escalating to a Chase manager, we were finally re-ticketed. 

XX/XX/XXXX At the XXXX airport, we were denied boarding for our connecting flight to XXXX. Chase had mistakenly rebooked us in the wrong class ( business instead of economy ), and worse, our infant didnt even have a ticket number. 

We spent hours on the phone in the airport, with XXXX small children in tow, and got nowhere. A Chase manager told us there was nothing they could do and that wed have to buy new tickets ourselves. 

Feeling helpless, I turned to the internet and discovered dozens of similar stories. I learned that Chase XXXX is run by a third party ( XXXX XXXX  ) and uses call centers in the XXXX and the USsome of which are not equipped to handle international travel. 

Eventually, after countless dropped calls, I reached a helpful US-based rep. She listened and promised to escalatebut needed to speak to accounting and call me back. After waiting over XXXX hours, I finally got a call at XXXX XXXX, confirming rebooking for a XXXX XXXX flight on XX/XX/XXXX. We were exhausted but relieved. 

However, our return flight still wasnt sorted. Once in XXXX XXXX, I called Chase daily, avoiding reps in the XXXX because they lacked the tools to help. Some US-based reps assured me our old reservations were still valid, but our instincts told us otherwise. To confirm, I made the XXXX journey to XXXX XXXX XXXX XXXX Turkish Airlines informed me we had no valid tickets. 

XX/XX/XXXX After weeks of being stuck in this nightmare, I finally connected with someone on the Chase " Help Desk '' based out of XXXX, XXXX  who understood the situation. She explained the entire ordeal happened because our reservation included a lap child, and the original team I booked with ( whom were based in the XXXX ) are not equipped to handle more complex reservations. 

We finally got homebut the trip was completely wrecked. What was meant to be a joyful, spiritual journey turned into an emotional and logistical marathon of frustration, with hours spent on the phone instead of with my family. 

After getting nowhere with Chase XXXX I filed a XXXX XXXX XXXX XXXXXXXX in XX/XX/XXXX and shortly after I received XXXX goodwill points ( cash value : {$1200.00} ). 

My case was also escalated to the Chase XXXX XXXX after I filed a complaint with the XXXX, but they've completely stopped returning my calls. 

I then reached out to XXXX XXXX ( XXXX of Chase XXXX ) via email on XX/XX/XXXX requesting a full refund and shortly after a rep from Chase XXXX reached out via email and informed me that they determined they could not provide me the request compensation, but instead would credit by account with XXXX goodwill points ( cash value : {$450.00} ). 

Its important to note, a {$1100.00} refund referenced by multiple Chase XXXX representatives pertains to my mothers reservation ( Trip ID : XXXX ), which is entirely separate from my case. 

Below you will find other important details : Trip ID : XXXX Original XXXX XXXX  Confirmation Code : XXXX Subsequent XXXX XXXX  Confirmation Codes that were issued : XXXX, XXXX, XXXX, XXXX. 
Chase XXXX XXXX XXXX I was in contact with : XXXX ( extension : XXXX ) XXXX ( extension : XXXX ) XXXX ( extension : XXXX )

Company response to consumer: Closed with explanation