Points accumulated through the use of the Citi Diamond Preferred Rewards Card can be redeemed for airline tickets, among other rewards. Airline reservations are made through Global Impact, a member of Citigroup. The only means of contacting Global Impact is by telephone (1-877-529-2737). The number is answered automatically and, after you select the reason you are calling, you are immediately put on hold. There is no announcement of approximately how long until your call will be answered or how many other callers are ahead of you. Just music.
Over the past 3 days I have tried to reach a reservation agent 5 times. The first 4 times I gave up after being on hold for about 45 minutes to an hour. I was successful the 5th time, but only after making up my mind that I would not give up. An agent finally answered after I was on hold for an hour and fifty minutes!
Citibank customer service at 1-877-7-REDEEM could only apologize and explain that Global Impact is very busy. When confronted with the problem, they replied that it can take up to 45 minutes to book tickets for each client.
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