Consumer complaint received 2016-11-01
Company: CITIBANK, N.A.
State: WV
Product: Credit card
Issue: Other

Complaint:
On XX/XX/2016, I purchased an airline ticket from XXXX XXXX for travel from XXXX XXXX, XXXX to XXXX, WV ( XXXX ). 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 ) miles for all Covered Travelers. '' My " Trip '' was XXXX XXXX, 2016, and I paid the Common XXXX, XXXX XXXX, for an air ticket to fly me from XXXX to XXXX. XXXX XXXX routed my trip through XXXX ( XXXX ) and XXXX ( XXXX ). At XXXX, my flight was delayed due to weather and arrived at XXXX over XXXX hours late. This caused me to miss my connection, and there was not another open seat to XXXX, my point of destination, for 16 hours. I was originally scheduled to leave XXXX at XXXX and arrive at XXXX at XXXX on XX/XX/XXXX. Instead, I departed XXXX at XXXX ( XXXX hours later than scheduled ) and arrived at XXXX after XXXX ( 16 hours later than scheduled ) on XX/XX/XXXX. 

When I was at XXXX, after I was rebooked onto the flight to XXXX, 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 XXXX, and used XXXX 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 XXXX ride. 

On XX/XX/XXXX, 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 XX/XX/XXXX 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 XXXX to XXXX 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 XXXX 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 XXXX to XXXX 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.

Company public response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
Company response to consumer: Closed with monetary relief