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How my AA/Chase Ultimate Rewards cancellations worked out

klpca

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Quick back story. We had to cancel two trips - one to Chicago in late April, one to St. Thomas in mid-May. Both were booked on AA using a combination of cash & Chase Ultimate Reward points.

I cancelled the Chicago trip directly with AA because at that time, the Chase site didn't have "refund" as an option even though AA had already made a qualifying schedule change. Canceling on the AA site was quick and easy. A week or two later I received an email stating that the cancellation had been processed and that my MasterCard had been refunded. Interesting, as I don't have a MC. I decided to let the dust settle and see if AA/Chase/Expedia (who Chase uses) could sort it out and after 8 days, I received an email from Chase indicating that the cash/points were back in my account. Doing nothing seemed to have worked. I have verified that things are back in my account.

Next was the expensive tickets, St. Thomas. I wanted a refund, not a voucher with restrictions but I finally wimped out and cancelled on the Chase site using their cancellation tool on April 9th. I made screenshots of everything. I never received a confirmation email which seemed odd, but the website was very clear that you were not to contact them as it would slow down the process. Today I decided that this had gone on long enough as the trip was still active on the website. I had also received an email two days ago about a schedule change. I didn't even read it as I figured that Chase was canceling the trip. So today I called - of course the wrong Chase Travel number - but the woman that I spoke with told me to use the chat feature on the website. Short story - it took 30 minutes to find out that 1) they had no record of me canceling the trip 2) Because AA had recently changed the flights we were now eligible for a refund 3) the rep cancelled everything and we are getting a full refund of points/cash.

I am fairly impatient by nature. If anything, this experience has taught me that I can wait a week or two to allow people time to do their jobs. It was a lot less stress, that is for sure. I was planning to cancel my Chase Sapphire Reserve this year, but based upon the customer service that I have received, I may just go ahead and keep it. Maybe this will help someone else with their trip cancellations, especially with the timing of how the cancellations worked. It was slower than I am used to, but in the end it worked out the way it was designed, in fact a bit better for me as the delay in canceling the St. Thomas trip allowed for the full refund.
 

ml855

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I'm dealing with the same issue. I spoke with a rep from Chase/Travel last night and she didn't help at all. I'm calling AA today to see if they can help, AA cancelled our flight home from Hawaii for our trip scheduled in May, so I'm thinking we should get a full refund of our points back into our account. We used Chase Ultimate Reward points for these flights. On the Chase/Travel website under our trip it states that more information was sent in a email about our credit/refund which I never received. Like you I waited cause that's what the cancellation form asked us to do. Now I'm wanting this taken care of with a refund of our points.

Update: I decided to try the chat again this morning with chase/travel and the agent was very helpful. He has requested a refund of my points and said it could take up to 30 days for them to be back in our account. Katherine, thanks so much for posting about your experience.
 
Last edited:

klpca

TUG Review Crew: Veteran
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SDO, Quarter House, Seapointe, Coronado Beach, Carlsbad Inn, Worldmark
I'm dealing with the same issue. I spoke with a rep from Chase/Travel last night and she didn't help at all. I'm calling AA today to see if they can help, AA cancelled our flight home from Hawaii for our trip scheduled in May, so I'm thinking we should get a full refund of our points back into our account. We used Chase Ultimate Reward points for these flights. On the Chase/Travel website under our trip it states that more information was sent in a email about our credit/refund which I never received. Like you I waited cause that's what the cancellation form asked us to do. Now I'm wanting this taken care of with a refund of our points.

Update: I decided to try the chat again this morning with chase/travel and the agent was very helpful. He has requested a refund of my points and said it could take up to 30 days for them to be back in our account. Katherine, thanks so much for posting about your experience.
Great to hear! I was hoping that it would help someone.
 
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