Canceling a trip booked with UR points
#1
Original Poster
Join Date: Jun 2006
Programs: AA EP 4MM, UA 1MM, DL 1MM
Posts: 407
Canceling a trip booked with UR points
I looked for a thread but couldn’t find one (hopefully I didn’t miss it), but does anyone else think it’s an unbelievable hassle to cancel a trip booked through Chase Ultimate Rewards and get a flight credit that you can’t apply online for a new ticket? It seems like you have to call and have the call center agent book you a new ticket. Am I doing something wrong? You also seem to lose any leftover value from your old ticket if your new ticket costs less than your original ticket. Had I booked a $500 ticket with the airline and canceled and rebooked a $400 ticket, I should have a $100 credit in my wallet with that airline. Chase says I lose that $100 if my ticket costs less.
#2
Join Date: Dec 2022
Posts: 16
Hmm... Did you ask for a re-book or a cancel?
My experience was I was able to get all UR points back when I cancelled my flight during the beginning of Covid (2020 March-ish) even though it was a bit hassle. Even I did that within 24 hours, the system won't let me cancel but just ask me to call them, but no one was able to answer the phone. I realized they must be too busy to response all of the contacts (emails/calls/etc) at that situation, so I just collect all of the screenshots to prove I did cancel the ticket within 24 hours. I tried following up a couple times, but not able to get any response either. After about 2 months, when I was about to give up, I got an email response and get my UR points back. Somehow a happy ending, but it wasn't a smooth journey though.
My experience was I was able to get all UR points back when I cancelled my flight during the beginning of Covid (2020 March-ish) even though it was a bit hassle. Even I did that within 24 hours, the system won't let me cancel but just ask me to call them, but no one was able to answer the phone. I realized they must be too busy to response all of the contacts (emails/calls/etc) at that situation, so I just collect all of the screenshots to prove I did cancel the ticket within 24 hours. I tried following up a couple times, but not able to get any response either. After about 2 months, when I was about to give up, I got an email response and get my UR points back. Somehow a happy ending, but it wasn't a smooth journey though.
#4
Moderator
Join Date: Jun 2003
Location: Miami, Mpls & London
Programs: AA & Marriott Perpetual Platinum; DL & HH Gold
Posts: 48,958
Receiving a credit or a refund is determined by the terms of the fare purchased, not by the travel agency's whim. The fact that the ticket was purchased with points is invisible to the airline, they were paid with money.
Last edited by mia; Feb 5, 2023 at 9:15 am
#5
Original Poster
Join Date: Jun 2006
Programs: AA EP 4MM, UA 1MM, DL 1MM
Posts: 407
I’m sorry, maybe I was unclear. I’m not looking for a refund. I just wanted to apply the flight credit towards a new ticket which you can’t seem to accomplish online using the Chase portal. You have to speak with an agent to do it and you don’t get any residual credit if the new fare you book is lower. Chase UR 3rd party vendor said you lose the unused value of your credit.
#6
Moderator
Join Date: Jun 2003
Location: Miami, Mpls & London
Programs: AA & Marriott Perpetual Platinum; DL & HH Gold
Posts: 48,958
Sorry, I do not know if the residual value is a cxLoyalty policy or the airline's policy.
Which airline issued the ticket?
#8
Moderator
Join Date: Jun 2003
Location: Miami, Mpls & London
Programs: AA & Marriott Perpetual Platinum; DL & HH Gold
Posts: 48,958
Have you asked AA if they will take over the transaction so that you can deal with them rather than the travel agency? There would be a fee for this, $50 is typical. I do not know if they will do this in every instance or after the original booking has been cancelled, but you can ask.
#12
Join Date: Jun 2023
Programs: MileagePlus
Posts: 2
#13
#14
FlyerTalk Evangelist
Join Date: Mar 2009
Location: NYC
Programs: AS MVPG, DL KM, Bee Six, Bonvoy Plat, Avis PC, Natl Exec, Greyhound Road Rewards Z"L
Posts: 16,710
-J.
#15