Long story short, I needed to change a flight I booked with points and the rebooking was not done correctly. I get it, mistakes happen. This isn’t about a complaint - it’s about my follow up call to the travel advisors from chase. And Kayla was amazing! During my initial phone call I explained the problem, she apologized and then explained to me the procedure that would follow to try to fix the issue. A little investigating, listening to the recorded initial call… and so on. I would likely hear back in 24 - 48 hours. She called me back in a few hours!! Rectified the entire situation and even caught another error with my fiancé’s name in the booking and (in a lengthy process for her) went above and beyond to fix it! She is an absolute professional! Thank you
