It’s more than just the inability to transfer Capital One points to airline and hotel partners over the last week that is the problem…it’s Capital One’s utter failure to communicate what is going on to the consumers it says that it values.
Capital One Transfer Problem Reflects Very Poorly On Capital One
One week ago, on September 23, 2022, all point transfers to air and hotel partners suddenly become “unavailable.” When you logged into your account, every partner was “down for Maintenance,” with cardholders told to “please check back later.”
And for a day, maybe even two or three, this would have been acceptable, albeit not ideal.
But here we are a week later and the problem still has not been resolved and Capital One has remained tight-lipped about what is going on. This shows no respect to its clients; quite the opposite, it shows disdain.
Yesterday, Capital One finally released a one-sentence statement on the matter after being contacted by Live and Let’s Fly and many others from the media.
“We are currently making system improvements to some of our rewards platforms, and because of that they are temporarily offline.”
No further details were offered on background and no follow-up questions were answered.
I know many readers have been frustrated to be unable to book trips due to this “maintenance” issue and now we really have to wonder what is going on.
Hacking? Data breach? Ransomware? An entire backend collapse that could not be reversed? Such speculation is not helpful, but it is natural when the company has remained so tight-lipped. It would not surprise me if the Capital One legal team is trying to prevent the dissemination of information that may remotely open the company to liability.
Even if the ability to transfer points is turned back on before this story goes live (I wrote it last night), I’m still deeply disappointed at the way in which CapitalOne handled this.
At least as of press time, the Capital One transfer problem remains. As each day goes by, the problem becomes more concerning, not just relating to the ability to use miles, but from a communication perspective. Capital One must do a better job of communicating what is going on, even if the news is grim.