Originally Posted by
sam250240
I actually did talk to a couple different supervisors at Chase Travel and they all told me the same thing (had I cancelled my flight before the departure time, I would have gotten a refund or credit, and they told me to keep waiting for Chase to "investigate".)
They also told me Chase recommends cancelling flights at least 3 hours before departure time. I called to cancel 2 hours before departure. Do you think this would have been the reason why the Chase rep couldn't cancel my flight and had to call the airline (China Southern)? I couldn't find any clear cancellation policy on the China Southern website and tried to call many times but no one ever picked up.
I paid with UR points + cash. The total was about $1500.
We have no idea what the travel agency's contract with the carrier permits when a client contacts the agency and the agency is unable to execute the client's instruction.
I filed a DOT complained and just received a response from Chase Travel acknowledging their "travel consultant advised you take the risk and cancel the flight without knowing if the ticket will be eligible for a travel credit or a refund", but they will not be providing any refund. They had previously assured me that they would take responsibility if it's an agent error. This seems to me an agent error. What can I do at this point?
Last edited by mia; Jan 11, 2022 at 5:18 pm