I Received the following e-mail from Chase Ultimate Rewards regarding the cancelled return leg of an El Al Ticket purchased with Chase Ultimate Rewards Points to bring my son home from Yeshiva in March, what should be my next step?
Hello MY NAME,
Thank you for allowing Chase Ultimate Rewards Travel to address this matter. We apologize for any inconvenience you’ve experienced due to the delay in the refund process.
We have completed our investigation and have made the following determination.
After review of your account and the case details, we have found a flight with EL AL Israel Airlines scheduled for March 15th returning on April 26th. Upon review we have confirmed that the airline initiated a schedule change which resulted in the return flights being cancelled by the airline. We apologize for this inconvenience and we have submitted a refund request for the unused portion of the flight. Since the airline has inhibited our ability to offer a direct refund, the refund is ultimately up to the airlines discretion to complete. We see that a partial refund request has been submitted to the airline on 6/4, 6/8, 6/17 and 6/29, now these request normally can take the airline up to 10 weeks to review and determine if a refund is eligible, however due to the overwhelming number of refund requests this process could take longer for the airline to determine what the value of the unused portion of the flights is and complete the refund. We must wait until the airline has completed the partial refund for this flight, so we are able to complete the refund for your reward points to your account. If the airline declines to offer a refund for the unused portion of the flight a travel voucher may be an alternate option to retain the value of the return flight to be used towards a future booking with EL AL Israel Airlines. The details of this would be provided if the airline declines to complete a refund for the unused value of the flight. Please be assured we are working very hard to ensure that we can process a refund where the supplier has allowed us to and offer a supplier credit in certain other circumstances. We will provide you an update as soon as the airline has the opportunity to review and respond to our refund request.
Please accept our apologies for the inconvenience. While we are unable to provide the requested compensation at this time, please know we value you as a Cardmember and appreciate your business. We regret we are unable to provide you with a more favorable response.
If you have any questions, please call 1-888-511-5323 and request a supervisor. We’re available 24 hours a day, 7 days a week.
We look forward to helping you with future travel plans.
Thank you for choosing Chase Travel.
Sincerely,
Jason Smith
Travel Consultant Supervisor
Chase Travel
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