Chase Sapphire apparently changes their travel reward redemption policy. My family and...

GetHuman2011793's customer service issue with Chase from January 2019

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The issue in GetHuman2011793's own words
Chase Sapphire apparently changes their travel reward redemption policy. My family and I are attempting to book a trip. We found the flights we want. Now that most airlines charge extra in order to sit together, we need to reserve the " Main cabin" option through Delta. When we called to book our flights, The only options we were given through chase was the economy cabin, where you can not choose to sit next to family (including small children) and there is no option to upgrade through the airline to choose seats if the Economy cabin was purchased. My * yr old son is Autistic, I have a ** month old who will be ** months when we fly, and I will be * months pregnant. Flying without being able to choose our seats (which we are happy to pay for) is absolutely not an option. My son is special needs and cannot be left unnatended on a flight seated next to a complete stranger. After speaking with * representatives (including * supervisors) at the travel division of chase they offered zero solutions.... ZERO. Thats it. Apparently their system, as of September , books through Expedia instead of directly with the Airline. SO there are limited class options available for each flight. However, when I looked on Expedia the option seems to be available, but Chase still insists that they don't have it as an option. Chase didn't look for other options, or airlines that could meet our need. Were it just me and my husband this wouldn't even be an issue. We offered to purchase the tickets we need and have chase reimburse us with our rewards at the travel rate. This was also an option they "could not" authorize. I am left feeling like this policy discriminates against people with special needs. If I wasn't traveling with my special needs family i would require to have options. Therefore I would be able to purchase the tickets I need and get on with my trip, happily being able to spend my rewards points. However, IF you have any special needs requirements, Then you are out of options for booking flights with your travel rewards. I am * deep breaths away from calling them out in violation of the American Disability Act. We have to have equal rights. If their travel rewards system changes policy, and doesn't even offer options for clients with special needs to book flights, then they are discriminating against our family.
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Customer service issue
Reported by GetHuman2011793
Jan 21st, 2019 - 9 mons ago
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