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They were so hard to deal with that I gave up. A few years ago didn’t seem as much trouble. This one I was out only ~$100-150 so eventually let it go after they repeatedly asked for documentation and receipts I had already provided. Annoying for sure.
But if it was more $$$, I would have likely persisted and won. What is the basis for denial?
I’ve persisted as it’s thousands of $$. I’ve had to get a lawyer. My accommodation canceled on me over a holiday last year while I was in another country. I spent hours trying to find another suitable accommodation for my entire family including my grandma, searching on Airbnb and by calling hotels for openings. Due to the holiday and how last minute it was there was nothing much available especially within our budget. I called the claims line to figure out my options and the rep told me I could go ahead and book what I find, up to a certain $$ amount. I literally have a recording of him assuring me twice that it would be covered. Now that I’ve tried to put the claim in they are saying they can’t do anything about it because they don’t cover new accommodation after a cancellation, only the canceled accommodation is covered. What is the point of calling the claims line for guidance? Sounds like they can just give us the wrong guidance and the company won’t take accountability for that.
Lesson to be learned here. The claims reps are not the ultimate power. The power is in the policy, which seems to indicate that you are not eligible for reimbursement. It is a crappy situation, but with a lot of other industries, they just put their hands up and don’t take any blame for lost time and effort. Chase has been good to me with claims though tbh, Amex has been horrible for me though.
I spent about 6 months fighting them and even had to have my case reopened. Was finally doing it out of principle because it was such an easy straightforward claim. Made we want to cancel my sapphire reserve