Originally Posted by
urd202
Today (January 18th), I finally received an email from Chase that they had processed my refund and that my points would process within 15-30 minutes (which they are now back in my account).
Not sure if it's coincidence that I got my refund after DOT reached out or if Chase finally got their refund from Kenya Airways. I suppose the response I'll get in relation to the DOT complaint will help clear that up. Will provide an update once that comes through.
Based on my experience with Singapore Air and Chase Travel (similar to yours), I think it's that Kenya Airways processed your refund as soon as they got the notice and then Chase let you know about it. Maybe they even have people who only talk to each other when they get a DOT complaint, It's sad that they can't be bothered to resolve it when the customer calls to resolve it on their own. For many of us, the recommendation to file a complaint with the DOT is probably the most valuable thing we have learned from this site (and clearly there is a lot that many of us have learned from our participation here).