Capital Ones inflexible policies and poor customer service ruined our trip. Capital Ones travel service did not help us make connecting flights, did not help us adjust our reservations when airplane mechanical issues delayed our flight and caused us to stay overnight in Denver, and actually canceled our car rental and hotel reservations when we told them we would be a day late. They did not call us with updates and information even though we told them on the phone that we did not have email access and would not receive updates except by phone call or text message. We missed the wedding completely and felt mistreated, misinformed, and misled every time we tried to work with Capital One.
A Friday flight to Texas to attend a Saturday wedding was delayed by airplane mechanical problems. We had to spend the night in Denver. The airline took great care of us automatically taking care of hotel, food, rescheduled flight, and vouchers for future travel.
Then we called Capital One. We explained our situation and why we were being delayed. We asked them to (1) ensure we could pick up the car and check into the hotel one day later and (2) adjust our charges to reduce the costs by one days service. Capital One was very agreeable on the phone. They said they had called the car rental company and the hotel. We were told by Capital One that both companies had agreed to hold the reservations, but we would have to wait until Monday when the management was available to work on adjusting our costs. Between the time we talked with them that Friday night and returned home four days later, we did not receive a call from them or any updates. All information was sent by email. We initiated all communication. We had already told them we did not have access to our email.
When we got to Texas, the rental car agency informed us that our car rental reservation was canceled and we would have to rent a car at a higher price. We immediately called Capital One. When their first response was Thats our policy we asked for the manager. Someone came on the line and told us it was not their policy to adjust reservations after they had been made, even though the night before we had been told they had done just that, and they could do nothing for us. We learned Capital One had no agreement with the rental car agency, even though Capital One had acted as the agent making the reservations, and that the rental car company policy was location dependent they could cancel and require us to establish a new contract. Capital One took no responsibility nor felt any need to help us based upon our agency relationship.
We learned that Capital Ones idea of helping us rearrange our reservations was to allow them to be canceled, expect us to eat the cost of the first set of reservations, and reschedule the remainder of the trip AT ADDITIONAL COSTS TO US. We immediately got a sick feeling in our stomach and checked our hotel reservations. Those, too, had been canceled.
After some yelling, swearing, and discussion, Capital One did reserve a car for us and canceled the costs of the original reservation. They did call our hotel and re-established the reservations for no additional costs to us.
In the end, we missed the wedding because we were on the phone so long working out the rental car and hotel reservations. We could not get there without a car, after all. We feel totally screwed and mistreated. Now if they will only reduce our costs for the day we missed in Texas, we might begin to feel like valued customers but we will never use Capital One for travel again.