Consumer complaint received 2024-04-19 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: CITIBANK, N.A.
State: IL

Complaint narrative:
I paid for a non-stop flight from New York XXXX to XXXX XXXX XXXX  ; but, I did not receive what I paid for. The flight made an unplanned stop at the WRONG airport, in XXXX. Because I expected and paid for a round trip flight, and because I did NOT receive what I paid for, I asked for a refund from XXXX XXXX. This refund request was denied, so I filed a credit card dispute and the credit card company, Citi, sided in the merchant 's favor. Here is what happened and what I said to the mercahnt, XXXX XXXX : " My name is XXXX XXXX ( AA Flier # XXXX ) and I am requesting a full refund for my trip on Sunday, XX/XX/2024, XXXX XXXX flight XXXX  XXXX, which was supposed to be a nonstop flight from XXXX XXXX to XXXX XXXX XXXX. But, it made an unplanned stop at the WRONG airport -XXXX  XXXX 
What happened? 
I was listening to an audiobook for the duration of the flight and had over-ear headphones on ; so, I did not hear an announcement being made that the flight was making an unplanned diversion and stop to the XXXX airport. Why did this unplanned diversion and stop take place? I do not know because I was listening to my audiobook. Upon landing, the doors opened up and I assumed that after flying for about XXXX and a XXXX  hours on my non-stop flight that I was in XXXX. So, I got off the plane. Approximately XXXX XXXX  after I exited from the secured threshold of the airport, which is past the XXXX XXXX checkpoint, I saw a Welcome to XXXX sign. I was confused and immediately ran back to the nearest XXXX agent and asked what city we were in and she said XXXX. I explained that my trip must have made some unplanned diversion, and that I made a mistake and needed to get back onto the plane. She explained that was fine and that I would need to go back through the security checkpoint. 
When I arrived at the security checkpoint, the XXXX agent said that he would not let me pass unless I had a printed boarding pass. I told him I had it electronically on my phone and that that is what I used to board in XXXX XXXX without issue, but he insisted I needed a printed pass and would not let me through. 
I Missed my flight because of XXXX XXXX It was about XXXX XXXX  at the XXXX XXXX so I rushed down to the XXXX XXXX check in area to get my boarding pass printed and there was not a single employee there who was working who could print my pass and help me. Additionally, I tried to print my boarding pass at the electronic self-serve kiosk but it wouldn't let me because the XXXX XXXX  plane landed at the wrong airport. So, I ran to baggage claim and found an XXXX XXXX employee there. I explained what happened and asked if she could help me print a boarding pass. She said no, that she only worked in baggage claim. So because of XXXX XXXX ' bad customer service, I was unable to print my boarding pass and as a result the XXXX agent would not let me through and so I missed my flight. 
Because no XXXX XXXX were working at the XXXX airport, who were there to help me print my boarding pass necessary to board my flight I missed my flight and was stranded in the wrong city. I paid for a direct flight, I did not receive a direct flight ; and despite getting off the plane, this wouldnt have been an issue had there been an XXXX XXXX employee working who could print my boarding pass and allow me to re-board the flight. So, I missed my flight because of XXXX XXXX bad customer service. I am asking for a full refund of my trip from XXXX to XXXX. Thank you. ''

Company public response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
Company response to consumer: Closed with non-monetary relief