“Chase Points Travel Woes: Unpacking the Silicon Valley Error Experience”

DEAR TRAVEL TROUBLESHOOTER: I recently attempted to utilize my Chase points to reserve an airline ticket on Aeromexico. After verifying and acknowledging the existence of an award flight via its partner airline, Virgin Atlantic, I transferred 37,000 Chase points to Virgin Atlantic for booking the flight. However, when I attempted to click “purchase,” I encountered an error message that prevented me from finalizing the booking.

I contacted Virgin, who informed me that Aeromexico had not released the flight to them, and there was no action they could take to reserve the flight, despite its advertisement across various platforms, including their website.

I tried to obtain a refund for the points, but Chase now claims it cannot revert the points to my account. Could you assist me?

— Carlye Siegel, Chicago

ANSWER: Chase is correct — and incorrect. Indeed, the points only operate in one direction, but there are moments when regulations like this should not be enforced.

For those unfamiliar, here’s an explanation of how these transfers function: You accumulate points by making purchases with your credit card. Subsequently, you transfer those points to the airline’s loyalty program. As I have stated several times, once you execute the transfers, there’s no turning back.

Chase point transfers are nearly always irrevocable, but the specific rules can be somewhat perplexing. You must refer to the Chase terms and conditions, along with those of your airline and partner airline, to determine your entitlements. Reviewing the communication between you, Chase, and Virgin Atlantic, it seems both had policies that confined the points to a singular direction, and it appears that both your credit card provider and airline adhered to their terms.

It’s truly challenging to interpret your exchanges with Chase and Virgin Atlantic. You calmly articulated that an error had occurred, likely attributable to the third party, Aeromexico. Nevertheless, neither company would assist you in rectifying the issue. You had expended 74,000 Virgin Atlantic points yet received nothing in exchange.

In truth, it ought not to be this intricate. If a flight is advertised as available on a website, it should indeed be accessible. If Chase or Virgin Atlantic wish to establish a convoluted rewards program involving numerous airlines — and if you choose to engage with it — that’s acceptable, provided it functions as advertised. But it did not perform as promised in your case.

My best recommendation to prevent this type of predicament is to refrain from utilizing a complex rewards program. Instead, purchase your ticket directly. Keep in mind that the true beneficiaries are the credit card companies and airlines.

An appeal to a higher authority may have expedited your resolution. I provide the names, contact numbers, and email addresses of customer service executives at Chase and Virgin Atlantic on my consumer advocacy website, Elliott.org.

I reached out to Chase on your behalf. They have refunded your points.

Christopher Elliott is the founder of Elliott Advocacy, a nonprofit organization aimed at assisting consumers in resolving their issues. You can email him at [email protected] or obtain help by visiting elliottadvocacy.org/help/.(c) 2024 Christopher ElliottDistributed by King Features Syndicate, Inc.

Originally Published: December 30, 2024 at 5:30 AM PST