When I had to cancel a trip for my wife and me last December, I had a similar problem with the residual value of her ticket not showing up in her wallet on Delta's website. However, I was able to pull up the residual value by going to Delta's certificate/eCredit redemption page (I don't have enough posts to include links yet, so search Google for "Delta Redeem Credit" and it should be the first result) and entering the ticket number in Certificate Number field. I then printed the results from that page to a PDF for submission to Citi.
As for the Citi trip cancellation claim, I was able to successfully get reimbursed first for the change fees and then later (June 2018) for the residual values of the tickets as we were unable to use them prior to ticket expiration.
For the change fee claim, I submitted the following:
- Itinerary with PNR
- PDFs of the original ticket receipt emails
- PDF printout of the Delta ticket change policy (search Google for "Delta Ticket Changes" and it should be the second result) to provide documentation of the $200 change fee
- PDF printouts of the residual ticket credits from the certificate/eCredit redemption page I mentioned above
- Scan of the doctor's note
For the residual value expiration, I submitted the following with the claim form:
- Itinerary with PNR
- PDFs of the original ticket receipt emails
- Proof of residual credit expiration. This one was a little trickier since Delta's website will only state that a credit is no longer valid once the ticket expires instead of showing the value with a status of expired. So for proof, I submitted the following:
- PDF printouts of the residual ticket credits from the certificate/eCredit redemption page on the day of expiration (I also saved off the same PDFs the day before expiration just to be safe, but didn't submit them). This shows the residual value and also the expiration date. By printing to PDF instead of taking a screenshot, you also get the current date and timestamp in the footer.
- PDF printouts from the certificate/eCredit redemption page on the day after expiration. This shows that the ticket credits are no longer valid.
- Scan of the doctor's note
In addition, I referenced my previous claim number for the change fees in the notes on the claim form for the residual credit expiration claim.
After submitting the above documentation, I didn't get any requests for additional documentation from Citi/Virginia Surety on either claim. Hopefully that helps and good luck.