Happy

Thanks for update the final result. Good to know all sorted out after the initial frustration.

Do you mind to give the breakdown of the 151,000 pts? That is not just the $2,200 DL tickets, right?

Agree this is a much better solution than the DL voucher your husband got.

It seems as long as you finally got someone on the phone and confirmed with the airline of the refund, the UR side then can process the refund in the system on the spot - the rep probably only saw the $ amount to enter, with no clue on it would translate to points when the system processed it (automatically). I am glad to see UR system come thru in this trying time.

The hard part remains to get thru the UR side, if your tickets are from US airlines. Our intra-EU tickets are from Swiss. I pretty much write it off because LH group's travel waiver remains atrocious, only one change of date only, no cancellation waiver. With Europe is falling down and Switzerland cannot get materials needed to fight the infection when its neighboring countries all putting ban on transportation movement and exports, I hope this would eventually change but with LH money grab mentality, they may remain atrocious!

Happy

If you do not see the point refund, call back next week and request to talk to a US-based supervisor. Dont waste your time trying to explain to the front line reps - they are based in overseas call centers primarily Philippines IIRC. They are only trained to handle normal business. This is unusual time unusual business. You cannot expect the lowest tier reps would know what to do.

DeltaNeutral28

Wouldn't it just be easier to get with Chase, rather than have to go to the airline, get refunded and then have to call chase to verify for point bookings?

mia

Maybe. If you read this and the parallel threads in other credit card forums, yo'u see that the airlines' change and refund policies have been complex. The Expedia agents do not know those rules as well as the airlines' own agents, and it taken a great deal of patience to get individual flights changed or refunded. I expect that with wholesale cancellations it will become simpler.

knit-in

I have been trying to reach Ultimate Rewards to cancel a reservation (JFK-AUS) on American that I bought with a combination of (mostly) UR points and (some) cash. Needless to say, it has been impossible to reach them. Even when I have been able to (twice), the agents are unable to help because of systems not functioning properly.

Is it suggested that one contacts the airline to cancel, even though they specify they won't be able to handle reservations made with other travel portals? Have people had better luck deal ing directly with airlines? Point might be moot, since I have simultaneously been calling American Airlines, but soon as I select "Cancel Reservation", the recording thanks me for my patience and asks me to call later. That's how it has been for about 24 hours now.

My flight is on Sunday morning. Any suggestions on how to get in touch with either Chase Ultimate Rewards or AA. I have tweeted, DM'd and sent emails to both already.

Many thanks.

iridium

I have been trying to reach the Chase Travel CS and I just keep getting disconnect either immediately or after 20 min of silence. Anyone have any other numbers to reach them?

mia

At a minimum I would contact Chase customer service, notify them that you are unable to contact Chase Travel (Expedia), and mention that you have time-sensitive transactions.

QuoVadi

I tried to cancel a flight that has now already flown -- I could not cancel through the Chase UR portal through which I originally booked (clicking the cancel button merely pulled up the chat) and could not cancel through United since it was booked through Chase UR. I have been calling Chase Ultimate Rewards on and off for the past 4 days and have never reached a person -- I have been on hold up to 2 hours, and invariably the call is cut off. Sometimes the call is cut off after only 10 minutes. All chats and messages have been answered with the same delayed automated reply with a phone number which is never answered. I understand that there are unusually heavy call volumes, but the lack of any other avenue -- email, online -- is ridiculous.

QuoVadi

Keep trying to chat with, tweet and DM American; and take screen shots of all communication -- there might be a small possibility that American might handle the cancellation even though it was not booked directly. At the least you will have documentation that you tried every avenue in attempting to cancel your booking in a timely fashion.
I have similarly been unable to reach Chase UR even after 4 days of trying, and the flight is now 3 days in the past. I also tried contacting United, and they finally answered my tweets and said they canceled the flight. I haven't been able to confirm that or reach United again, but at least I have something to show Chase UR when I finally reach them.
Good luck.

DeltaNeutral28

You should have still been able to cancel through united if you had your flight confirm I believe. But I'm afraid that may lock you into a "store credit" to be completed by Dec 31 rather than getting your UR back.

rove312

We're thinking of canceling a domestic UA flight in late March, paid mostly with UR points. If we keep it simple and just click "Cancel flight" on the UR listing, should that work with UA's current waiver, letting us keep the ticket value for whenever we feel right to travel? Or even cancel on the UA site? Or suppose we wait longer to see if the flight is cancelled and ask for a refund: would we then need to work with Chase Travel to see it credited correctly to us, with the mix of UR and money? As I understand the waiver rules, it isn't an option to cancel for a refund, as long as the flight isn't cancelled.

QuoVadi

I'd settle for just credit at this point -- the issue is that I'm not sure if I reached United in time. The cancel feature on the United portal did not work - it just brought up a message that I needed to cancel through my travel agent (i.e. Chase). I tweeted and DM'd United prior to the flight I wanted to cancel, but did not hear back from them until after the flight had already left.

artieb78

I've had the same experience that I can' get through to Chase Travel. Since Chase Travel uses Expedia to book now, is there a way to get through via Expedia? I tried to view my reservation online at Expedia.com as a "guest" but you need the itinerary number and email address used to make the reservation. I believe I have the itinerary number from the Chase site, but I don't know what email address Chase used. I may try calling Expedia next and playing dumb about where the reservation was booked and see if that works.

artieb78

Well, Expedia is completely down and isn't accepting calls right now, so there goes that idea

JonasCLT

Flight at 6 AM tomorrow, wife decided tonight she didn't want to go.

First try calling Chase got hung up on immediately after pressing 5.
Second try, same.
Third try, got hold music for 10 minutes and disconnected.
Fourth (and final) try going now, just looped through their entire hold music soundtrack - 27 minutes. Beautiful Day (U2) probably not the ideal lead-off song at the moment....

Is it really that hard to allow online cancellation?