Consumer complaint received 2025-06-15 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: JPMORGAN CHASE & CO.
State: CA

Complaint narrative:
Company : JPMorgan Chase Bank , N.A . 
Product : Credit card / Travel booking ( Chase Sapphire Reserve ) Chase Trip ID # XXXX XXXX XXXX XXXX Reference # XXXX Issue : Misrepresentation of travel itinerary by Chase and refusal to assist What happened : I used my Chase Sapphire Reserve card and the Chase Travel Portal to book a round-trip XXXX  XXXX XXXX from XXXX XXXX XXXX XXXX ) to XXXX, XXXX for the travel period XX/XX/XXXX to XX/XX/XXXX. 

Chase later notified me of a change in itinerary, which I reviewed on their platform on XX/XX/XXXX. The updated itinerary still showed the flight as having only XXXX stop, but now with additional time. Based on this, I accepted the itinerary. 

However, immediately after confirming, I visited XXXX XXXX website to select my seat and was surprised to see that the itinerary had now become a 2-stop flight, with an additional stop in XXXX. 

I immediately called Chase customer service to resolve the issue ( within 15 mins of confirming the schedule change on Chase platform on XX/XX/XXXX ). They did reach out to XXXX XXXX, but XXXX XXXX stated that because the itinerary was accepted via the Chase platform, they could not offer any free modification or change to the ticket. They stated this restriction clearly. 

Despite this, Chase refused to acknowledge any responsibility. They insisted that they had displayed the itinerary correctly because the XXXX stop was a refueling stop, involved the same flight number, and therefore did not count as a second stop. 

This reasoning is misleading and violates U.S. Department of Transportation regulations, which require that all scheduled stops including refueling or technical stops be clearly disclosed to the traveler, even if the flight number remains the same or passengers do not change planes. Chases failure to disclose the additional stop in XXXX at the time of the schedule change constitutes a violation of this requirement. 

As a result of this failure to disclose critical itinerary details, I was forced to : Cancel the original ticket, incurring : {$250.00} in cancellation fees {$63.00} in GST ( goods & services tax ) Purchase a new ticket for {$1700.00} significantly more expensive than the original {$1200.00} ticket Spend hours on the phone with Chase customer service attempting to resolve the issue, with no successful resolution causing significant frustration and emotional distress due to the lack of support and accountability Chase declined to take accountability for this misrepresentation and shifted all blame to the consumer. Their agents ( including XXXX and XXXX ) were also rude and unhelpful throughout the process. 

Chase eventually offered a token XXXX points as a one-time offer, which they pressured me to accept by warning that the offer would be withdrawn if not accepted immediately. This was both inappropriate and coercive, considering the financial and emotional distress caused.

Company response to consumer: Closed with non-monetary relief