Capital One Travel

I booked a flight through Capital One Travel using my Capital One credit card for $660.94 (comprising $548.14 for airfare and $112.80 for seat selection). I only received a confirmation email with a booking number stating that the itinerary and receipt would follow within 24 hours.

That never arrived. I contacted customer service, asking for flight details with seat number and receipt. The agent dismissively told me they don't provide receipts and to check my bank account for the payment amount. She resent the same incomplete email, offered no documentation of the seat selection charge, and repeatedly placed me on hold (5 times 5 min each time).

Frustrated, I asked to cancel the booking. She confirmed a full refund of $660.94 will be shown in 7-10 biz days but sent an email showing only $548.14 refunded. I asked about the missing $112.80, and she claimed the call was recorded and reassured me that the full amount was being refunded. Later, I received another email showing only $435.34 being refunded—$112.80 less than the original airfare.

I asked why the seat fee was being subtracted rather than added and requested a supervisor. After 10 min, he showed up and initially referred to me by another name (wasn't even briefed). He said it could take over 24 hours to receive confirmation of the seat cancellation refund and confirmed the rep processed the full refund already. I requested this in writing; he said their system couldn't send it.

When I asked about the incorrect $435.34 email, he claimed he couldn't find it in their system. The call took over an hour. I never received any email after 24 hours.

Also, I contacted my bank and they confirmed that no refund had been processed at all. I now believe I have been scammed.

Dear Capital One Customer Service,

I am writing to you as a dedicated Capital One client who has experienced a series of unjust events when recently flying using Capital One Travel.

My family and I have been using our Capital One credit card exclusively to accumulate miles, which we have carefully saved to book a special trip to Reykjavik, Iceland, in celebration of my 50th birthday. This trip was meant to be a once-in-a-lifetime experience, and we were all looking forward to it with great anticipation.

However, when we arrived at the airport this morning as a family of four, we were devastated to learn that my 14-year-old daughters passport, despite being valid until the end of October 2024, was considered expired by Icelandic standards.

As a result, we were not allowed to board our flight to Reykjavik. This situation caught us completely off guard, as I had meticulously planned every detail of our trip, including checking the travel requirements on Iceland Airs app. Unfortunately, there was no mention of this passport requirement on their page.

The airline informed us that we could reschedule our flight for later in the week after resolving the passport issue, but this would come with a $250 per ticket change fee, plus the difference in airfare, which amounted to over $1,500 per person. This would have totaled approximately $6,000an amount we simply cannot afford.

My family runs a non-profit organization that has been bringing joy and laughter to hospitalized children for over 25 years. While our work is fulfilling, it does not make us wealthy, and this trip was a significant splurge for us.

After being turned away from our flight, we immediately contacted Capital One for assistance. We were informed that changing our tickets would cost $250 each, but we were not made aware that this was time-sensitive and that we needed to rebook before the original flight took off at 1:00 PM. We were also not provided with clear information about alternative flights that were available at the same price, which left us in a state of uncertainty.

We were able to secure a much coveted appointment to expedite a renewal of the passport.

We then called Capital One again, this time to arrange for a new flight that would allow us to expedite the passport process. The representative who assisted us made several attempts to find a suitable replacement flight for either the next evening or the following day. However, after putting us on hold multiple times, he informed us that we only had five minutes to book the ticket before our original flight was suspended. The first time this was told to us.

Despite his best efforts, after a 37 minute call, the time ran out, and we were told that our tickets were now suspended indefinitely.

We were then told that now that it was suspended from Capital One being able to change it we should contact Icelandair directly, but when we did, they informed us that the tickets had indeed been suspended and was now void and that there was nothing more anyone could do. They also mentioned that if we had reached out to them directly from the beginning, they could have helped us find a secondary flight more swiftly.

This entire experience has been incredibly frustrating and disheartening, especially since we trusted Capital One to provide us with the level of customer service that we have come to expect. We believed that by going through Capital One, we would be in good hands, but unfortunately, the series of events that unfolded left us with out a ticket or a way to reach all of our reservations and further travel plans in Iceland, all unrefundable.

I am writing to ask for your help in rectifying this situation. We are requesting either a refund of the funds spent on our flights (which came form our accumulated points) or an exchange for another time, with the change fees waived.

We have always been loyal customers and chose Capital One specifically for the travel benefits and customer service. This trip was meant to be a joyful celebration, but it has turned into a heartbreaking ordeal.

We are hoping that Capital One can help us find a resolution.

Thank you for your time and understanding. I look forward to your prompt response and hope that we can work together to resolve this issue.

No accountability. Needed to cancel my flight and hotel due to Horricane Beryl.

Called CapOne day before to cancel and asked TO CACNEL and if they can waive the fee due to horricane. They contact the hotel to ask for fee waiver and kept my order open, this was a problem since response came days later causing me to lose my entire sum of the trip due to "no show". CapOne are not taking any responsibility of:
1. Keeping the order open to a no show status although I asked to cancel.

The fact that I asked to check for courtesy waiver of fees is irrelevant to my cancelation request. They shouldn't kept the order open.
2. Keeping the order open altough I didnt ask for it and not informing me that no show can inquire full amount of reservation penalty. This is not written anywhere and was not mentioned during any of my calls with them.
3.

Not respecting the cancelation policy that sent to me saying in writing that cancelation after July 1st will inqure only a small fraction of the reservation.
Bottom line, multiple mistakes were done by CapOne and 0 accountability. They keep reaching out the the hotel to try to recover funds and it is clear that they do not want to compensate customers out of their own pockets.

Terrible customer service when dealing with any changes due to weather or unforeseen conditions. I had booked my flight and hotel through Capital One to Florida, but the airline canceled on the day of due to adverse weather.

I have been going around in circles trying to get my refund for the hotel, and Capital One Travel agents blatantly keep telling me that the hotel can't give the refund. When I call the hotel, they say that they can work with Capital One to agree on a refund. Unfortunately, I can't work with the hotel directly because I booked through Capital One. It's been a nightmare and a stressful situation having to explain myself every time I call and talk to multiple agents at Capital One.

Whatever notes they have written down don't help them or me. It's frustrating enough to explain myself every single day, and multiple times to different people, on the situation. I am currently still waiting on my refund from Capital One. I made the grave mistake of booking through them, considering I have been a loyal Capital One customer for several years, but they have taken no accountability in providing any kind of compensation to their customers.

I should have just booked with the hotel directly and perhaps I would have already gotten my refund.

I am very disappointed in Capital One Travel and booking through them as all they have done thus far is make me call them and follow up with no accountability of any sort on compensation for the hotel stay that I couldn't make it to since flights were canceled. They still expect me to risk my safety and just be at the hotel, regardless of the situation.

I made an international booking with a one stop layover via Capital One app, and the information is completely miss leading. A month later when i checked back flight information and found there are two stops instead of one that I was confirmed at the time of purchase.

Called customer service, they said the flight shows two stops, and i will be charged for changes fee if I want another flight. I still have the screenshots that show the flight was confirmed for one stop only, and the app didn't display the hidden additional layover. They said nothing they can do, it is their policy to charge if i need to make the changes. So their comment is pretty much i have to be responsible for verifying the flight information after the purchase (after the fact) when they were providing misleading or missing information on their app.

Most importantly, the app is still show the same information with one stop if you are to book a new flight on the same date and time. How creative the system is to display false information and refuse the solve the issue without charging more?? I hope the management team from Capital One is ready the bad reviews and improve the system.

otherwise, you will lose more and more consumers. I am canceling the card and good luck with more losses.

This letter requests to reschedule the reservation I had initially made for Oceans Resort in Atlantic City, New Jersey, for Friday, January 12, 2024, to a later date at no charge.

This reservation was made on January 1, 2024, through Capital One Travel, reservation # H-8L6SWN58ZPKR, Hotel Confirmation 263****. I had a flight scheduled through United Airlines to fly to New Jersey from Grand Rapids, Michigan, on Friday, January 12, 2024, departing at 11:15 am and arriving in Newark, New Jersey, at 1:30 pm.

Unfortunately, on the evening of Thursday, January 11, 2024, I was notified by United Airlines that my flight was canceled because of an impending snowstorm.

Please see the timeline below of when I reached out to Capital One Travel, attempting to reschedule my hotel reservation to another date.

1/11/24 4:36 pm, 17 minutes 33-second phone call - I was told they would call me back once they got a hold of the travel partner I never received a return call that afternoon or evening.

1/12/24 1:36 pm., 21 minutes 28-second phone call I was told they are working with travel partners.

1/12/24 4:21 pm I received a return phone call - I was advised to call the Oceans Resort directly.

1/12/24 5:33 pm - I called Oceans Resort to see if the reservation can be changed to a different date. I was told that they cannot alter third-party reservations and to call Capital One Travel.

1/12/24 5:43 pm 47 minutes 29-second phone call I was told they are working with the travel partner to see if they could change or modify the reservation

1/12/24 7:10 pm 3 minutes 31-second phone call - I was informed that the hotel would not change or modify the reservation

As you can see from the above, I tried numerous times to request assistance to modify my reservation. I still intend to stay at Oceans Resort for one evening. However, it was impossible for me to travel to New Jersey from Michigan with almost 2 feet of snow that fell over the weekend.

If I had not booked through Capital One, I would have been able to cancel this without any issues. This inclines me to no longer use Capital One Travel because of the time spent and difficulty attempting to resolve this, which is still an issue and a waste of $327.21.

This is unacceptable and highly frustrating. My only request was to change the reservation to a later date, and Capital One Travel was unwilling to do so.

Additionally, the customer service representatives were very hard to understand as their English and strong accents made it very hard to understand them and have a conversation with them about this issue.

Please reach out to me immediately to rectify this problem.

Sincerely,

KM

Do you know how difficult it is to complain to the travel dept? The experience below was related to Choice Hotels.

I feel the need to let everyone know at Capitol One Travel that this hotel is not a property you want to have an affiliation with. In fact I am so disappointed that even though there is a stated no refund policy, anything short of a full refund would seem inadequate. I can send pictures if needed. Someone needs to visit this property.

What next?
This was for the Clarion Inn and Suites at 3030 Roberts Bl. Or its the Lumberton Hotel, or the Days Inn. I received emails for all three names in my confirmations. They all shared the same address.
A guest has filed a complaint with the below details:
First Name: bruce
Last Name: pressman
Email ID: bppress5@***.com
Phone No: 650333****
Confirmation No: 1167****
Check In: 2023-09-05
Check Out: 2023-09-08,
Message: i will be checking out 10 september.

i have moved rooms three times in my four night stay. i dont see how you can recover from your brand appearance after guests have stayed here. my first room the tv only got # 50 to 75. front desk said they dont have a maintenance guy all week.

they moved me to another room, that room card key did not work numerous times, and i was all the way in the back of the hotel. now they have me in another room for my last night. the property is run down beyond description and i have been in the hotel business since 1977 one way or another. i am going to be requesting refund.

giant lobby fan to cool 99 deg. no ac. Breakfast was a grab and go with a waffle maker that was working one day.

Two ice machines were broken also. It has an unsafe feeling as well with rooms at the back of the property facing a wooded area being the most used.

I would like to inform you about my experience booking a hotel room with Capital One Travel.
On September 20th, I booked La Pazza Suites in Istanbul from October 3rd till October 6th.
I received email from Capital One confirming my reservation including hotel confirmation number. I was going to contact the property to inform them that I will be arriving on 7th at 1am, but there was no contact info.

No email, no phone number, nothing.
My flight was delayed and I arrived at 5:30am. When I came to hotel, receptionist was telling me that doesn't have my reservation, hotel is fully booked and that he couldn't do anything for me. I called Capital One, explained the situation and representative told me: "I am sorry, but there was a glitch in a system and your reservation has never been processed by hotel. Let me find another hotel for you and for inconvenience, I will add $100 traveler credit on your account.

I asked if I could stay in the same area since my friends were staying in Airbnb near by. He said, no problem. After being on hold and 50min conversation, he told me to walk 5min to La Pera Suites.
Once I arrived to La Pera Suites, again hotel that I did not book and where Capital One representative told me to go, the guy at the front desk told me that hotel is full and they will not have a room available till noon. Now it's 8am, I haven't slept the whole night, need to use restroom, but this other hotel doesn't even have a chair to sit on at reception area nor toilet.

I sat at stairs and cried and cried. I made reservations 3 weeks in advanced, I paid right away, and now tired and sleepy, I am on streets of Istanbul.
I called Capital One Travel again. Super rude lady answered the phone, told me that I did not show up for my reservation, which is not true, that she can't do anything for me, supervisor was not available and could call me back later. But I did not need supervisor later, I needed help now.

I needed my room now.

I just needed to use the toilet and go to sleep.
No help from Capital One Travel. Even though it was a glitch in Capital One system, nobody wanted to help me.
By that time, my friends woke up and I went to their Airbnb and slept on their couch for the rest of days.
My reservation got screwed by your system, I paid $150, never received $100 credit, and did not stay at hotel room.