Originally Posted by msp_flyer

I purchased a refundable AM ticket for my sister-in-law to Rome using Ultimate Reward points. We needed to cancel the trip the day before departure. Chase travel website said it was necessary to call to cancel. I was on the phone 49 minutes while the agent said she canceled with AM by phoning them.

A week later I called Chase travel because i never got a confirmation email and didn't see a refund of my points. The new agent admitted that his co-worker didn't process the cancellation correctly but could not get authorization to refund my points. New agent phoned AM and AM says tkt was not canceled and psgr no-showed. Best he could do is have Chase email AM and ask them to bend the rules and give a refund.

Of course i feel that Chase should be responsible for their error. I paid extra to get a fully refundable ticket. We will see how this plays out.

Lesson learned: get an email confirmation of ticket changes immediately or call them back. Maybe I would have been more careful if i hadn't been so busy that day canceling other tickets and accommodations for a 3-week trip. I hope my experience helps others avoid a similar situation.