Originally Posted by urd202

Wanted to give an update to the situation.

I FINALLY got my points back today.

I submitted my complaints with DOT (one with Chase Travel, one with Kenya Airways) on December 29, 2021. January 12, I received a response back from someone at DOT - they landed up combining the complaints into one case and sent the message below. I responded back thanking the rep for their email and to let me know if they needed any additional information from me.

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.

In the meantime, wanted to thank the folks on this forum for helping me find a path towards my refund!

Email from DOT:
Dear Consumer:

I will forward your complaint to Chase Travel, Kenya Airways, and Precision Airlines and will ask the companies to investigate and respond directly to you, with a copy to DOT. Airlines are required to acknowledge receipt of a consumer complaint within 30 days and provide a substantive response to the complainant within 60 days from the date that DOT processes your complaint.

I have entered your complaint in our computerized industry monitoring system, and it will be counted among the number of complaints filed against this airline in our monthly Air Travel Consumer Report. This report allows consumers and air travel companies to compare the complaint records of individual airlines and tour operators. The data in this report also serve as a basis for rulemaking, legislation and research. Consumer information for air travelers, including the Air Travel Consumer Report and our pamphlet Fly-Rights, a Consumer's Guide to Air Travel, can be found on our website, www.transportation.gov/airconsumer. Thank you for taking the time to contact us.

Originally Posted by MisterBill

Base 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).