• Home
  • Reviews
    • Flight Reviews
    • Hotel Reviews
    • Lounge Reviews
    • Trip Reports
  • About
    • Press
  • Contact
  • Privacy
  • Award Expert
  • Advertising Disclosure
Live and Let's Fly
  • Home
  • Reviews
    • Flight Reviews
    • Hotel Reviews
    • Lounge Reviews
    • Trip Reports
  • About
    • Press
  • Contact
  • Privacy
  • Award Expert
  • Advertising Disclosure
Home  >  Chase  >  What I’d Love To See In New Chase Travel Portal
Chase

What I’d Love To See In New Chase Travel Portal

Matthew Klint Posted onAugust 1, 2022August 1, 2022 6 Comments

JP Morgan Chase is venturing deeper into the travel agency business, with plans to offer a host of travel services ranging from simple flight bookings to complex full-service trip planning. Chase has a chance to revolutionize the market…but it can most effectively do so by getting the little things right, particularly its new flight booking portal.

New JP Morgan Chase Travel Portal – How Chase Can Build Loyalty Through Simplicity

Currently, Chase uses an Expedia platform for its Ultimate Rewards travel portal. In essence, there’s a Chase skin over an Expedia search engine. Yet for some reason the site is worse than Expedia itself and often fails to offer the most logical (and available) flight options for reasons I cannot explain.

Furthermore, the site frequently errors out at different points in the booking process and is extremely slow. The most annoying thing is going through the entire booking process only to see the itinerary error out on the final ticketing page.

In my experience, most bookings via Chase require a call to book.

I recently did a points booking for an Award Expert client using her Ultimate Rewards points. It made more sense to book via Chase at 1.5 cents per point than transfer to an airline partner. The process was painfully inefficient and slow…though we finally got it done. The flight I wanted, as so often occurs, did not show up on the online travel portal.

Instead, I had to call and reached an overseas agent who really was in over his head. Kind to a fault, wanting to help, but so poorly trained I was shocked we were able to get the booking done (and only by me walking him though slowly and step-by-step how to find and then book the space).

Chase needs a smooth airline booking portal. It should have the following:

  • The ability to customize segments, with an advanced mode to specify flight number and booking class if booking a specific itinerary (agents can do this – time to let consumers do this too). It is currently impossible to booked mixed cabin itineraries online. It should be easy to do.
  • The ability to easily change or cancel the itinerary online – currently you must call to cancel or change most segments – this is is a waste of time and human resources.
  • It should be fast. The current site is far too slow.
  • Fares should be confirmed early in the booking process, not late in the booking process. After inputing passenger names, a PNR should be created with the space holding confirmed before any payment details or other information is requested. This technology exists – it just must be implemented.
  • Allow fares to be held. One great thing about booking via a travel agent versus an airline directly is the ability to hold most fares (on a complimentary basis). This won’t be available in all situations and the fare may not always be guaranteed, but the ability to easily hold a fare would drive a lot of bookings to Chase.

I’m less interested in the hotel side of the travel agency since, presumably, elite benefits at major hotel chains will not be offered via direct bookings. Still, it would be nice to see an expansion of Chase’s Luxury Hotel & Resort Collection to include more property such that upgrades, breakfast, and late check-out would be available even if elite benefits were not.

On the concierge side, hold times should be short, agents should be trained (meaning, practically, they are well-traveled), and direct telephone numbers, personalized email, and chat via SMS, iMessage, or WhatsApp should be used to create a whole deeper dimension of personal contact between agent and traveler.

CONCLUSION

Per the Wall Street Journal:

JPMorgan believes it can differentiate itself partly because of its detailed insight into what its customers spend. Its data will power both travel agents and artificial intelligence technology that can target customers with offers and ideas.

That’s fine, but that’s not what will drive loyalty. Making the process simple and empowering end-users to be able to book what they want will make many loyal customers…myself included.

Good luck Chase.

Previous Article JetBlue-Spirit Airlines Acquisition Approved, What Now?
Next Article Influencer Recklessly Claims “My Plane Ran Out Of Fuel Over The Atlantic Ocean” After Delta Pilot Makes Sensible Decision To Return To JFK

About Author

Matthew Klint

Matthew is an avid traveler who calls Los Angeles home. Each year he travels more than 200,000 miles by air and has visited more than 135 countries. Working both in the aviation industry and as a travel consultant, Matthew has been featured in major media outlets around the world and uses his Live and Let's Fly blog to share the latest news in the airline industry, commentary on frequent flyer programs, and detailed reports of his worldwide travel.

Related Posts

  • New Chase Travel Portal

    Beware: Chase Wire Services Challenging Customer Service

    October 9, 2022
  • Last Day: Chase Sapphire Preferred 80K Sign-Up Bonus? Yes, This Isn’t A Gimmick

    June 1, 2022
  • Southwest Airlines Let's Go Brandon

    Southwest Offers Companion Pass To New Cardholders, Not Loyal Customers

    February 13, 2022

6 Comments

  1. RetiredATLATC Reply
    August 1, 2022 at 7:16 am

    I’ve found this, and the C1 portal, woefully inadequate. It’s seems to have gotten worse in the last year or so.

    Hopefully it improves sooner rather than later.

  2. Jan Reply
    August 1, 2022 at 12:06 pm

    I liked Capital One Travel’s interface better (Hopper) but I haven’t had issues with Chase’s portal, apart from sometimes not having the flight itinerary I actually want. But yes I did have to call when I needed to change a hotel booking, but Capital One’s the same way, and it wasn’t a big issue for me.

  3. Jeffrey Reply
    August 1, 2022 at 1:19 pm

    So your recommendation seem like a frequent flyers wet dream, but Chase’s aspirations seem like a solid way to make profit. If 99.9% of users don’t opt to book with specific fare class in mind, why would chase offer that feature?

    On a side note, I have always wondered the advantages of travel agents vs OTA vs booking direct and I had no idea travel agents had that ability. If you created a post dedicated to those nuances, I’d be eternally grateful.

  4. Jerry Reply
    August 1, 2022 at 3:42 pm

    I wanted to book a couple of domestic flights in Indo on Batik Air earlier this week. Neither the airline website nor any reputable Indonesian websites would take my foreign CC. This is a situation where Chase having a powerful tool would have earned my business, but it wasn’t visible on Chase travel, so I wound up booking a less desirable flight on Garuda. They don’t have any issue with foreign cards. My point: A powerful tool will certainly drive more bookings.

  5. Don Reply
    August 1, 2022 at 4:56 pm

    I’ve got 1M Chase UR Points, given how crappy airline devalued award redemptions have become I’ve decided to use points for buying tickets at 1.5/point. I’m beginning to understand how bad the portal is particularly for 1st Class tickets where the price on the portal is often substantially more than the direct price with the airline. Chase if your listening? I will switch my spending to Capital One rewards if this keeps up.

  6. Arthur Reply
    August 1, 2022 at 8:46 pm

    Right now, OTAs need to offer some advantage over going to the airlines to book directly, and I don’t see it. My experience has been that there are few bargains, and OTAs are no help if anything goes wrong.

Leave a Reply

Cancel reply

Search

Recent Posts

  • Faroe Islands Trip Report
    Introduction: A Journey To The Magical Faroe Islands On Star Alliance March 30, 2023
  • United Airlines Wants Flight Attendants To Create “Wow Factor” Onboard March 30, 2023
  • Homeless Man Steals Luggage
    Homeless Man Helps Himself To Luggage In Atlanta Airport March 30, 2023
  • Delta SkyMiles Schedule Change
    UPDATE: Delta Air Lines Strands Senior Citizens In Middle East After Absurd Schedule Change March 29, 2023

Categories

Popular Posts

  • Kayleigh Scott United Airlines
    The Tragic Death Of A United Airlines Flight Attendant March 21, 2023
  • Delta SkyMiles Schedule Change
    UPDATE: Delta Air Lines Strands Senior Citizens In Middle East After Absurd Schedule Change March 29, 2023
  • Southwest Airlines Wife Slap
    Enraged Husband Attacks Man On Southwest Airlines Flight After He Bumps Wife March 8, 2023
  • United Polaris Lounge LAX Review
    Review: United Airlines Polaris Lounge Los Angeles (LAX) March 24, 2023

Archives

March 2023
M T W T F S S
 12345
6789101112
13141516171819
20212223242526
2728293031  
« Feb    

As seen on:

live_and_lets_fly

The new United Polaris Lounge at Washington Dulles The new United Polaris Lounge at Washington Dulles is the most beautiful of all Polaris Lounges. Stay tuned for a detailed look and many more photos on the blog tomorrow. Well done @united.
@malaysiaairlines just announced it would retire i @malaysiaairlines just announced it would retire its A380 fleet. While not surprising, it is sad to see the growing list of carriers retiring this superjumbo jet. On Malaysia Airlines, I flew the #A380 once from Kuala Lumpur (KUL) to London (LHR) and had the entire first class cabin to myself (full review on the blog). It was a beautiful flight that I will always remember.
Welcome to @fly_bur @aveloair! I am so excited tha Welcome to @fly_bur @aveloair! I am so excited that a new carrier, Avelo, has launched, especially from an airport just 12 minutes from my home!
I greatly miss the @lufthansa #747-8 at @flylaxair I greatly miss the @lufthansa #747-8 at @flylaxairport. Hopefully this summer it will return.

.
.
.
.
#Lufthansa #FirstClass #747 #747-8 #StarAlliance #Miles #Points
I recently spent a weekend at the @ventanabigsur. I recently spent a weekend at the @ventanabigsur. This is not only a lovely, all-inclusive resort, but one of the best properties to use your @hyatt World of Hyatt points.
.
.
.
.
#Hyatt #BigSur #California #WorldofHyatt #CA-1 #Points #Hotels
In terms of a spacious first class product, the @E In terms of a spacious first class product, the @Emirates suite on a 777-300ER is hard to beat. My preference is Suite 2K.

.
.
.
.
#Emirates #777 #firstclass
Nearly five years ago, I took a “break” from I Nearly five years ago, I took a “break” from Instagram ahead of the birth of my first child. Goodness, how time flies. While I’ve enjoyed catching up on others over the years, now it is time for me to return to Instagram. In this first post, I highlight two joys in my life, my two children, whom I trust will grow up to be prolific travelers that circumnavigate the globe as ambassadors of love and respect.

.
.
.
.
.

#travel #airplanes #airlines #miles #points #familytravel #human #integrity #honor
United Airlines' new Polaris seat is a huge improv United Airlines' new Polaris seat is a huge improvement over UA's current business class seat. Check out my blog at liveandletsfly.com for 70+ photos of how @united is transforming its entire business class experience starting this December!
The perfect @flysas name tag for #Longyearben! The perfect @flysas name tag for #Longyearben!
Spotted four #polarbear outside of #longyearbyen - Spotted four #polarbear outside of #longyearbyen -- oh, and I love 40°F summer weather!
One of the best crews I have ever had the pleasure One of the best crews I have ever had the pleasure of flying with in all my years of flying. Thank you @flysas SK940 on 11 Aug 2016
Next stop ARN! But dear @flysas , next time if I a Next stop ARN! But dear @flysas , next time if I assign a window seat months in advance, don't move me to a center seat "for my convenience" with no way to get my original seat back... 😞
Ready for #PIA from #MAN to #JFK -- we will be rac Ready for #PIA from #MAN to #JFK -- we will be racing the #Delta flight to JFK at the gate next to us, which also departs at 12:45p. With @onemileatatime
Another room with a beautiful view... #hyattregenc Another room with a beautiful view... #hyattregencycasablanca #cassablanca #hyatt
Enjoying #shanghai with @onemileatatime from the i Enjoying #shanghai with @onemileatatime from the inside of the @grandhyatt_shanghai ... It is 40°C outside! 😓
From my front gate to my boarding gate in 15 minut From my front gate to my boarding gate in 15 minutes flat. I ❤️ #bur #burbankairport
@malaysiaairlines #747 out of retirement and in se @malaysiaairlines #747 out of retirement and in service at #kul -- beautiful livery!
View from my 61st floor room at the beautiful bran View from my 61st floor room at the beautiful brand new @parkhyattguangzhou -- look for a full review coming soon on the blog #hyatt #parkhyatt #guangzhou #parkhyattguangzhou
Will miss the @united #globalfirstlounge at #ord, Will miss the @united #globalfirstlounge at #ord, which closes tomorrow and the Queen of the Skies #747 which will be retired in 2018.
The colonial #architecture of #mumbai is stunning. The colonial #architecture of #mumbai is stunning. If you're ever here, get up at 5am and have a walk around the city before it gets busy. You can hear the birds instead of honking horns.
Load More... Follow on Instagram
facebook twitter instagram rss

This site is for entertainment purposes only. The owner of this site is not an investment advisor, financial planner, nor legal or tax professional and articles here are of an opinion and general nature and should not be relied upon for individual circumstances.

 

Advertiser Disclosure: Some links to credit cards and other products on this website will earn an affiliate commission. Outside of banner ads published through the Boarding Area network, this compensation does not impact how and where products appear on this site. While we do try to list all the best miles and points deals, the site does not include all card companies or credit card offers available in the marketplace. Please view our advertising policy page for additional details about our partners.

 

Editorial Disclosure: The editorial content on this page is not provided by any entity mentioned herein. Opinions expressed here are the author's alone, and have not been reviewed, approved or otherwise endorsed by any of these entities.