Citi Trip Delay Reimbursement (Prestige, Chairman, HHonors, AAdvantage)
Jun 26, 2015, 12:20 pm
#16
Join Date: Jul 2014
Location: Western US
Programs: Costco Executive Member, Amazon Optimus Prime
Posts: 1,251
Thanks, that is very helpful. Not that I hope to use it, but knowing that its there is a nice backstop. And if it turns out that mid level airline cards don't work for baggage fee waivers when booking TYP flight redemptions (see my other post in the forum about that), then there is no reason not put everything on the Citi Prestige card.
I just went through the Trip Delay Protection claims process for the first time. tldr: it works.
Background
My family was on a flight home that suffered a 3 hour 51 minute weather delay, the duration of which we were stuck on the plane. We boarded on time, but various ground stops at our destination led to us sitting on the runway awaiting clearance to take off, circling awaiting clearance to land, diverting to refuel, and sitting some more awaiting clearance to take off again.
I have a Citi Prestige card and the tickets were purchased using TYPs.
The expenses we claimed were pretty minor: some sandwiches at the arrival airport and the quickest ride home we could get that would hold all five of us and all our stuff (UberSUV).
Claims Process
I called the Citi Benefits hotline (855-569-7446) the day after the flight and spoke with an agent (native-speaking American English accent) who took my information, offered sympathy regarding the delay, and told me I'd get an e-mail the next day with the claim form and requests for documentation.
The next day I got an e-mail, as promised, requesting the following:
The claim form was included inline in the e-mail, and indicated that I could sign electronically, so I simply replied to the e-mail and filled in my name and the date in the signature boxes, then attached a PDF with everything else.
The card billing statement was a little tricky in my case, since tickets purchased with TYPs don't show up on a credit card statement (but TYP-purchased tickets are definitely eligible for the Trip Delay Protection benefit according to the Prestige TOS). So I included a copy of my card statement from the applicable month (figuring there was probably a drone somewhere checking boxes on a checklist) as well as a printout of my TYP redemption history from thankyou.com for good measure.
Travel itinerary was no problem. I simply sent a copy of my original travel confirmation e-mail (which also showed that I had redeemed TYPs for the ticket). I noted in my e-mail reply that the flight was purchased with TYPs and they could reconcile the travel confirmation with the TYP redemption history.
For support of trip delay, I had anticipated needing something, and asked the GA when I got off the plane at my destination for some sort of proof of delay. She wasn't familiar with the concept, but printed out a flight status summary that showed the original scheduled arrival time and the actual arrival time (as well as the unscheduled refueling stop). It did not show the reason for the delay, but the adjuster ultimately accepted it. I later learned that some airlines have an online form to request a proof of delay especially for trip insurance claims (there are some links in this thread). It can take a few days for the airlines to respond to those requests, however.
For proof of settlement I had nothing, as it was a weather delay and the airlines don't give you anything for weather delays. I said as much in my e-mail reply.
Expense receipts I had, no problem.
Proof of relationship I told them I shouldn't need, since my claim was well under the limit for one traveler, so they could simply drop the others from the claim rather than request more documentation. In a later conversation I learned that it would have been sufficient to simply say in the e-mail "ABC is my wife, BCD is my son age X, and CDE is my daughter age Y," which apparently constitutes "proof" in the insurance world.
Two days after I sent all my documentation in, I got another e-mail thanking me for providing documentation, but they were still missing the exact same list of documents. After some busy days at work, I called them to ask if I really needed to submit everything again. The guy on the phone started to say he just needed the support of trip delay, proof of airline settlement, and proof of relationship. But after putting me on hold they apparently accepted the airline printout I gave them as support of trip delay, accepted my verbal explanation that there was no proof of settlement because there was no claim to be made for a weather delay, and accepted my verbal statement that the other travelers were my wife and children (it probably helps that we all have the same last name).
A day after the phone call I got another e-mail from an adjuster, asking for my children's ages. I replied with the ages. Two days after that, I got an e-mail saying my claim had been approved and that I can expect a check in the mail. I'll report back when I get the check.
Miscellany
I had assumed that all claimed expenses needed to be charged to my Prestige card, and had charged them accordingly. But since the claim is handled by an outside insurance company and they are issuing a check (not a statement credit), I suspect it's not necessary.
The insurance company handling these claims for Citi (IDS Property Casualty Insurance) is the same one handling claims for Chase.
I will say that knowing we had this benefit made our delay somewhat less stressful. Instead of freaking out about what would happen if we got stranded overnight in the refueling city, we started researching hotels (without caring about the price, since we effectively had a $500/person budget). And of course being an FT nerd, as the delay approached the 3hr mark I found myself rooting for it to last JUST A LITTLE LONGER so I could see how the benefit really worked. Fortunately my wife is a good sport and didn't kill me. And, well, you're welcome!
Background
My family was on a flight home that suffered a 3 hour 51 minute weather delay, the duration of which we were stuck on the plane. We boarded on time, but various ground stops at our destination led to us sitting on the runway awaiting clearance to take off, circling awaiting clearance to land, diverting to refuel, and sitting some more awaiting clearance to take off again.
I have a Citi Prestige card and the tickets were purchased using TYPs.
The expenses we claimed were pretty minor: some sandwiches at the arrival airport and the quickest ride home we could get that would hold all five of us and all our stuff (UberSUV).
Claims Process
I called the Citi Benefits hotline (855-569-7446) the day after the flight and spoke with an agent (native-speaking American English accent) who took my information, offered sympathy regarding the delay, and told me I'd get an e-mail the next day with the claim form and requests for documentation.
The next day I got an e-mail, as promised, requesting the following:
The claim form was included inline in the e-mail, and indicated that I could sign electronically, so I simply replied to the e-mail and filled in my name and the date in the signature boxes, then attached a PDF with everything else.
The card billing statement was a little tricky in my case, since tickets purchased with TYPs don't show up on a credit card statement (but TYP-purchased tickets are definitely eligible for the Trip Delay Protection benefit according to the Prestige TOS). So I included a copy of my card statement from the applicable month (figuring there was probably a drone somewhere checking boxes on a checklist) as well as a printout of my TYP redemption history from thankyou.com for good measure.
Travel itinerary was no problem. I simply sent a copy of my original travel confirmation e-mail (which also showed that I had redeemed TYPs for the ticket). I noted in my e-mail reply that the flight was purchased with TYPs and they could reconcile the travel confirmation with the TYP redemption history.
For support of trip delay, I had anticipated needing something, and asked the GA when I got off the plane at my destination for some sort of proof of delay. She wasn't familiar with the concept, but printed out a flight status summary that showed the original scheduled arrival time and the actual arrival time (as well as the unscheduled refueling stop). It did not show the reason for the delay, but the adjuster ultimately accepted it. I later learned that some airlines have an online form to request a proof of delay especially for trip insurance claims (there are some links in this thread). It can take a few days for the airlines to respond to those requests, however.
For proof of settlement I had nothing, as it was a weather delay and the airlines don't give you anything for weather delays. I said as much in my e-mail reply.
Expense receipts I had, no problem.
Proof of relationship I told them I shouldn't need, since my claim was well under the limit for one traveler, so they could simply drop the others from the claim rather than request more documentation. In a later conversation I learned that it would have been sufficient to simply say in the e-mail "ABC is my wife, BCD is my son age X, and CDE is my daughter age Y," which apparently constitutes "proof" in the insurance world.
Two days after I sent all my documentation in, I got another e-mail thanking me for providing documentation, but they were still missing the exact same list of documents. After some busy days at work, I called them to ask if I really needed to submit everything again. The guy on the phone started to say he just needed the support of trip delay, proof of airline settlement, and proof of relationship. But after putting me on hold they apparently accepted the airline printout I gave them as support of trip delay, accepted my verbal explanation that there was no proof of settlement because there was no claim to be made for a weather delay, and accepted my verbal statement that the other travelers were my wife and children (it probably helps that we all have the same last name).
A day after the phone call I got another e-mail from an adjuster, asking for my children's ages. I replied with the ages. Two days after that, I got an e-mail saying my claim had been approved and that I can expect a check in the mail. I'll report back when I get the check.
Miscellany
I had assumed that all claimed expenses needed to be charged to my Prestige card, and had charged them accordingly. But since the claim is handled by an outside insurance company and they are issuing a check (not a statement credit), I suspect it's not necessary.
The insurance company handling these claims for Citi (IDS Property Casualty Insurance) is the same one handling claims for Chase.
I will say that knowing we had this benefit made our delay somewhat less stressful. Instead of freaking out about what would happen if we got stranded overnight in the refueling city, we started researching hotels (without caring about the price, since we effectively had a $500/person budget). And of course being an FT nerd, as the delay approached the 3hr mark I found myself rooting for it to last JUST A LITTLE LONGER so I could see how the benefit really worked. Fortunately my wife is a good sport and didn't kill me. And, well, you're welcome!
Jun 26, 2015, 1:56 pm
#17
Join Date: Dec 2014
Posts: 122
Is this accurate? The terms don't indicate anything about per person.
I have filed a claim using the Prestige benefit, it was also under $500, but I can comment that the process was equally as painless.
... we may reimburse you for expenses you incur because of the delay. You're covered for up to $500 per trip.
Jun 28, 2015, 11:12 am
#18
Join Date: Jun 2012
Programs: AA EXP, Hyatt Globalist, *A Silver
Posts: 4,896
Does anyone have a link explaining the benefits of the Hilton Reserve trip delay reimbursements? Or can assume it to be the same as the AA Exec benefits?
I have two legs on a journey, the first of which is often delayed, and the connection time is only 45 minutes. If the delayed first leg causes me to miss the second leg, and I have to spend a night at airport hotel, is the hotel and food cost covered by Citi, if it's not covered by the airline?
I have two legs on a journey, the first of which is often delayed, and the connection time is only 45 minutes. If the delayed first leg causes me to miss the second leg, and I have to spend a night at airport hotel, is the hotel and food cost covered by Citi, if it's not covered by the airline?
Last edited by TOMFORD; Jun 28, 2015 at 11:19 am
Jun 28, 2015, 12:09 pm
#19
Moderator
Join Date: Jun 2003
Location: Miami, Mpls & London
Programs: AA & Marriott Perpetual Platinum; DL & HH Gold
Posts: 48,953
Jun 28, 2015, 1:15 pm
#20
Join Date: Jun 2012
Programs: AA EXP, Hyatt Globalist, *A Silver
Posts: 4,896
Jun 29, 2015, 9:28 am
#22
Join Date: Jan 2003
Location: NYC
Posts: 8,498
The terms say "In the description of What’s covered and What’s not covered below, “you” means any person who’s covered by this benefit." So when it says "You’re covered for up to $500 per trip" I interpret that to mean that "each of you" is covered for up to $500 per trip.
But the wording is different in the Trip Cancellation and Lost Baggage protections, where it clearly says the benefit is "per person, per trip" or "per person, per bag" as opposed to just "per trip" for Trip Delay. So I'm not 100% sure.
Since the payment comes from an outside insurance company and not Citi, I don't think there's any way for them to issue a statement credit.
Aug 13, 2015, 5:08 pm
#24
Join Date: Sep 2002
Location: Thousand Oaks, Ca., USA
Programs: AA Lifetime Plat; Bonvoy Titanium Lifetime Elite;Hyatt Globalist; HHonors Diamond; United Silver
Posts: 8,311
If you bought the tickets using the CitiExecutive card, but cancelled the card when the AF came up, are you still covered by trip delay?
Aug 14, 2015, 5:09 am
#25
Join Date: Apr 2014
Location: USA
Posts: 238
Aug 16, 2015, 3:44 pm
#26
Join Date: Sep 2002
Location: Thousand Oaks, Ca., USA
Programs: AA Lifetime Plat; Bonvoy Titanium Lifetime Elite;Hyatt Globalist; HHonors Diamond; United Silver
Posts: 8,311
Well, I am a current cardholder of the CitiExecutive card with Citi, but not that particular account.
Aug 16, 2015, 3:53 pm
#27
Moderator
Join Date: Jun 2003
Location: Miami, Mpls & London
Programs: AA & Marriott Perpetual Platinum; DL & HH Gold
Posts: 48,953
The coverage period of the services described in this Guide will be
cancelled on the date your charging privileges on your card have in
any way been suspended, or if your account is suspended, or if your
account has been closed. If for any reason your account is closed, or
you default under your cardmember agreement, your eligibility to
receive the services described herein will immediately be cancelled.
cancelled on the date your charging privileges on your card have in
any way been suspended, or if your account is suspended, or if your
account has been closed. If for any reason your account is closed, or
you default under your cardmember agreement, your eligibility to
receive the services described herein will immediately be cancelled.
Aug 26, 2015, 2:22 pm
#28
FlyerTalk Evangelist
Join Date: May 2002
Location: NC
Programs: AAConciergeKey/1MM, DL DM/2 MM, UA Gold,Hilton Diamond, IHG Plat, Hyatt Globalist, Marriott Titanium
Posts: 11,967
Do they count 3 hour delay from scheduled departure time or actual arrival time of delayed flight?
Aug 27, 2015, 10:41 pm
#29
Join Date: Jun 2001
Location: The road less traveled
Programs: UA Gold MM, AA EXP, Delta Platinum, Marriott Titanium, HHonors Diamond, Natl EE, Hertz Platinum
Posts: 5,118
https://image.info9.citibank.com/lib...n_Benefits.pdf
Sep 25, 2015, 7:38 pm
#30
Join Date: Oct 2013
Posts: 920
I purchased a trip on my Premier and my trip was delayed over 12 hours. I didn't have my premier on me, so used my prestige for food and hoped for the best.
My experience was just like themicah, and I had no issue getting reimbursed, even though I used a different Citi card. I suspect that a card from any bank issuer could be used.
My experience was just like themicah, and I had no issue getting reimbursed, even though I used a different Citi card. I suspect that a card from any bank issuer could be used.