Citibank Credit Card Complaint

Citibank Credit card department,

West Virginia

On -/-/2016, I purchased an airline ticket from - - for travel from - -, - to -, WV ( - ). I used a Citi AAdvantage Platinum Select WorldElite Mastercard to pay for the airfare. One of the reasons I chose to pay for the airfare with this particular credit card was because of its Trip Delay Protection benefit, which pays for up to $500.00 of expenses incurred due to a trip delay of at least 12 hours. The Terms & Conditions ( T & C ) state the following : " If a Covered Traveler 's Trip on a Common Carrier is delayed for at least 12 hours, we may reimburse you for expenses incurred because of the delay. You are covered for up to $500.00 per Covered Traveler, per Trip. '' The T & C define " Trip '' as follows : " Trip means any pre-paid travel, tour or vacation when all or at least a portion of the cost of the Common Carrier fare was paid using your Citi card and/or AAdvantage ( R


-, my flight was delayed due to weather and arrived at - over - hours late. This caused me to miss my connection, and there was not another open seat to -, my point of destination, for 16 hours. I was originally scheduled to leave - at - and arrive at - at - on -/-/-. Instead, I departed - at - ( - hours later than scheduled ) and arrived at - after - ( 16 hours later than scheduled ) on -/-/-. When I was at -, after I was rebooked onto the flight to -, I called the Citi Benefits call center. I spoke with a customer service representative ( CSR ) about the Trip Delay Protection benefit. The CSR stated that he could not pre-approve potential claims, but he told me that the delay in my trip, as I described the missed connection, was covered by the Trip Delay Protection benefit. Relying on the interpretation of the benefit by a Citi Benefits CSR, as well as the plain language of the benefit 's T & C, I booked a hotel room for the night in -, and used - to drive me to the hotel and back from the airport. I paid $200.00 for the hotel. I paid $24.00 for the round trip - ride. On -/-/-, I submitted all requested documentation to Citi Benefit 's claim center. I was told I would have a response within 2 weeks. After 2 weeks had passed, I began weekly calls and/or e-mails requesting a status update on my claim. It was not until -/-/- that I was informed by a Citi Benefits CSR on one of these phone calls that my claim had been denied because my flight from - to - was delayed for less than 12 hours. I asked how I could appeal the decision because the T & C do not define " Trip '' as each single flight segment within air ticket itinerary. The CSR stated I would receive an immediate e-mail and letter in the mail stating the claim appeal process. I have never received an e-mail. I finally received a letter in the mail 3 weeks later stating an appeal could be made by calling the same call center with whom I had already been speaking. I called and made an appeal, pointing out that my " Trip '' had been delayed for 16 hours. It was all part of the same air ticket issued by the Common Carrier. I was stuck in - for 16 hours, which is a " Trip Delay, '' and there is nothing in the T & C that redefines " Trip '' to exclude such a delay. Today, I was notified that my appeal was denied because my flight from - to - was delayed for less than 12 hours. Citi Benefits is not following the T & C of their own benefits. At best, it 's misleading. At worst, it 's fraud. Additionally, a Citi Benefits CSR specifically told me missed connections are covered by the Trip Delay Protection. I want the $230.00 to which I am entitled.