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Citi Trip Delay Reimbursement (Prestige, Chairman, HHonors, AAdvantage)

Citi Trip Delay Reimbursement (Prestige, Chairman, HHonors, AAdvantage)

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Old Mar 11, 15, 5:22 pm
  #1  
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Citi Trip Delay Reimbursement (Prestige, Chairman, HHonors, AAdvantage)

It's my understanding that Citi recently rolled out trip delay reimbursement (similar to that of Chase) on a number of its cars.

I know the Chairman/Prestige offer up to $500 in reimbursement for delays lasting three hours or more.

I think that the HHonors Reserve(?) card also has it for delays lasting 12+ hours.

I also know that some AAdvantage cards offer it, though I'm not sure which ones. Is it for all of them or just the Platinum Select/Executive? And do they also require 12+ hour delays?

Any insight into how the claims process functions would also be appreciated as well.
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Old Mar 13, 15, 10:36 am
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From the Citi site on my AAdvantage card:

Call 1-855-569-7399 within 30 days of the trip delay.

Download a claim form

Return your completed claim form and all requested documents within 90 days of the trip delay. You’ll be notified of the decision on your claim once it’s been processed.
Full coverage guide is here.

Prestige page doesn't have a ton of information available, just says to call.
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Old Mar 14, 15, 9:25 am
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I think these are for...

Platinum Select:

https://image.info9.citibank.com/lib...n_Benefits.pdf

Gold:

https://image.info9.citibank.com/lib...n_Benefits.pdf

If you notice the URL format, you can replace the leading number "XX_Citi_Guide_to_Protection_Benefits.pdf" from 01-10 to see various card benefit guides.
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Old Apr 21, 15, 5:06 pm
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It seems that many people have posted generally positive reviews about successfully being able to use the Chase Sapphire Preferred Travel Delay Protection (http://www.flyertalk.com/forum/chase...ection-11.html)

Can anyone here please post their experiences with Citi's travel protection?

I am considering canceling my Sapphire Preferred when the annual fee hits later this year and going with the Prestige for most of my travel spend but would like some reassurance that Citi's travel protection is actually useable.
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Old May 20, 15, 5:46 pm
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Join Date: Oct 2010
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Citi Prestige Trip Delay Benefit - Questions & Success / Failure

One great benefit of Citi Prestige is $500 towards expenses (ground transit, hotel, food) caused by trip delay of 3+ hours.

You have to put the full fare of your air travel on the card and have a "round-trip" time of 60 days or less.

Round-trip apparently means return home in 60 days, not book an actual round trip-ticket. (So BOS-LAX on JetBlue, but return LAX-BOS on American would get covered.)

Has anyone had success using this benefit? Can you post details?
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Old May 22, 15, 9:45 am
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I don't suppose food and hotel expenses on a voluntary bump are covered?
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Old May 24, 15, 12:45 pm
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Originally Posted by longleaf View Post
I don't suppose food and hotel expenses on a voluntary bump are covered?
So you decide to take a later flight completely at your own discretion, you get paid by the airline for the fact you took that later flight (including normally meals and a hotel depending on the time of the next flight), and you're wondering if insurance might pony up some extra cash as well?

Seriously?
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Old May 24, 15, 3:23 pm
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Originally Posted by longleaf View Post
I don't suppose food and hotel expenses on a voluntary bump are covered?
Explicitly excluded in the T&Cs.
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Old Jun 5, 15, 7:25 pm
  #9  
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Originally Posted by longleaf View Post
I don't suppose food and hotel expenses on a voluntary bump are covered?
> WHAT’S NOT COVERED
The following specific conditions are excluded from coverage:

■ Government regulations or customs agencies interfere with your trip.

■ Your travel is for commuting purposes.
■ You accepted an offer or coupon in exchange for not boarding an overbooked flight.

■ You’reinvolvedinfraud,illegalactivity,ariotoranact ofwar.
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Old Jun 25, 15, 1:44 pm
  #10  
 
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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:
  • Claim form signed by Cardmember
  • Card billing statement showing cardmember name and transaction charge for the common carrier ticket
  • Copy of travel itinerary/reservation confirming dates of travel and carrier used
  • Support of Trip Delay (ex: letter from common carrier, newspaper clipping, weather report, police report, etc.)
  • Written proof of settlement or outcome of the claim filed with the airline or common carrier
  • Receipts for travel expenses as a result of the delay
  • Proof of relationship to the Cardmember
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!
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Old Jun 25, 15, 6:34 pm
  #11  
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So 100% works with Thankyou points? also does it work on one ways? i believe the coverage says no right?
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Old Jun 25, 15, 6:47 pm
  #12  
 
Join Date: Dec 2013
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Thanks for the detailed write-up!

Do you know if a girlfriend would be covered (who does not live with me), if I purchased mine and her tickets on same itinerary using the Prestige card? I don't know what they would ask for the 'proof of relationship'.

Thanks!

Originally Posted by themicah View Post
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!
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Old Jun 25, 15, 7:29 pm
  #13  
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They say domestic partner they don't say wife or husband so should be ok. If not just file a BBB complaint or something an i bet ya you will get what you want in case of a problem .
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Old Jun 25, 15, 7:42 pm
  #14  
mia
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Originally Posted by kip1124 View Post
Do you know if a girlfriend would be covered (who does not live with me)
Officially not, but she will be covered if she is an Authorized User on your Prestige account:

https://image.info9.citibank.com/lib...n_Benefits.pdf

If a trip you paid for in full with your Citi card is delayed for at least
three hours, we may reimburse you for expenses you incur because of
the delay. You’re covered for up to $500 per trip....This benefit covers the following people, as long as their permanent residence is in the United States:

You and authorized users of your Citi card.
■ Your spouse or your domestic partner (where permitted by law).
■ Your dependents. This means your unmarried children under age 19
(or under age 24 for full-time students) who receive at least half their
fi nancial support from you, unless defined differently by state law.

In the description of What’s covered and What’s not covered below, “you”
means any person who’s covered by this benefit.
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Old Jun 26, 15, 7:57 am
  #15  
 
Join Date: Jan 2003
Location: NYC
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Originally Posted by howtofreetravel View Post
So 100% works with Thankyou points?
The trip delay protection on Prestige and Chairman cards definitely covers trips paid for with TYPs. I think TY Premier trip delay protection does, too (although the delay has to be 12hrs, not 3hrs like Prestige and Chairman). The TOS for those cards say a trip is covered if:

"The trip was paid for in full including taxes and fees with your Citi
card, Citi reward points or a combination of both." (emphasis mine)

Trip delay protection on co-branded cards that don't themselves earn TYPs (like the AAdvantage and HHonors cards) do not cover trips purchased with TYPs. The equivalent language in their terms is:

"The trip was paid for in full including taxes and fees with
your Citi card."

Originally Posted by howtofreetravel View Post
also does it work on one ways? i believe the coverage says no right?
I don't see anything in the terms that explicitly excludes one-ways, although it does list a condition that: "The trip is less than 60 consecutive days long." So I'm not sure if they'd interpret that to mean a one-way is automatically excluded since the "trip" has no end, or whether you could argue that the one-way itself was the whole trip, so as long as it was just one flight, it was inherently within 60 days of itself.
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