Questions and Answers

Hi

I have the American Airlines World Elite Card. To make a long story short my connection to Paris on AA was about 6 hours late and I missed my flight. This also caused me to spend the night in the DFW airport at a hotel and also pay for 2 nights in Paris instead of the one I actually got to use.

One AA rep said I had up to $5,000 in coverage for this claim. Then I learned I had $500.00 through their insurance company Virginia Surety. Additionally, this insurance company keeps stalling me asking for documentation that I have already sent them.

What is the actual trip coverage for this card? I can’t seem to get any straight answers.

Thank you,
Maureen

[USER=2310]@maureen Hyde[/USER] are you calling AA or citi? The insurance is provided through the credit card company.

Citi. But why did American Customer Service say I had up to $5,000 with this card. Cit says $500.

What was the reason for the delay and were you on a single ticket? If it’s not weather related, the airline is supposed rebook you and provide the hotel nights when necessary.

If it was a weather related delay, airlines will usually not reimburse anything given that weather is outside of their control In that instance you’d be reaching out to CitiBank – the issuer of the credit card to find out what kind of trip delay protection you have. Note that you had to have purchased your ticket on the card for it to be eligible.

Airline reps are often poorly informed, sometimes even about their own products. It’s unfortunate but not surprising that they are poorly informed about credit card benefits. The $500 figure is accurate for trip delay.

Like [USER=29]@David W[/USER] says, this should only be for things that the airline does not pay for.

I was in Santa Fe, NM airport and the only thing they could do was bus me to Albuquerque to catch a flight to DFW that would have still caused me to miss my inter national connection. AA Customer Service said to stay put as my flight to Paris was delayed BUT not over 5 hours!! The plan I was originally scheduled to be on finally arrived and they weren’t very clear why it was so late but I think mechanical. There was a earlier flight to DFW I could have caught but it was full. I was told when I got to DFW someone would meet me. There was no one and I know this sounds strange but the airport was deserted so I booked at the airport hotel. It was 9ish and I was exhausted as there is no food in SAF on Sunday. I did purchase using the card and also the 2 nights in Paris which I had to pay even though I could only use one.

[QUOTE=”Gaurav, post: 20892, member: 79″]Airline reps are often poorly informed, sometimes even about their own products. It’s unfortunate but not surprising that they are poorly informed about credit card benefits. The $500 figure is accurate for trip delay.

Like [USER=29]@David W[/USER] says, this should only be for things that the airline does not pay for.[/QUOTE]

Thank you. All have been very kind to help me.

I would pull together all your receipts, as well as the sequence of events and also submit to AA. If the problem was mechanical, they are responsible to cover the costs associated with alternate arrangements like the hotel in DFW. It’s a little strange that you could not find anyone from AA at DFW which I think is their largest hub so be prepared for some questioning on that. They are not likely to cover the lost night in Paris but it doesn’t hurt to ask. You should be able to use the credit card insurance for that. Re: the credit card insurance, it’s unfortunate but many insurance companies do keep requesting documentation. There is no alternative but to be diligent and keep following up.

Many thanks. All good information! 🙂

[USER=2310]@maureen Hyde[/USER] — Welcome, by the way!

In addition to dealing with AA, call the number on the back of your credit card and have them get you started with a claim. This will be a separate process than anything American is willing to do.