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Merchandise-Related Questions
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Travel-Related Questions
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General Program Questions
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What is City National Rewards?
City National Rewards is a new Rewards program offering Points for Credit Card and certain Check Card purchases. Points can be redeemed for a variety of items: gift certificates, merchandise, airfare, hotels, travel packages, and more.
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What is ScoreCard?
ScoreCard is a card stimulation and incentive program platform administered by Fidelity National Card Services, Inc. ("FIS"), for financial institutions. FIS is a related entity of Financial Institution Benefit Association, Inc. ("FIBA"). City National Rewards was built on this ScoreCard program platform and it has been customized for City National Bank (also referred to herein as "City National", "CNB", "we" or "us"). Neither FIS nor FIBA is affiliated with City National Bank or any City National affiliate.
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How do I enroll in City National Rewards?
No enrollment is necessary. Rewards come as a feature of your City National Visa Classic Credit Card, City National Visa Platinum Credit Card, City National Visa Classic Check Card, City National Visa Platinum Check Card, City National Commercial Credit Card and City National Visa Business Platinum Check Card. Your card will indicate that it is a Rewards card.
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What if I don't want to be a part of City National Rewards?
You may opt out. Please contact your City National banker or call Client Services at 800-773-7100 to request a card that does not earn Rewards points.
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How do I sign onto the Rewards website?
Go to www.cnb.com/rewards and enter your first and last name, the last 8 digits of your account number and zip code. You may also set up a username and password for entering the website.
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What if the website locks me out? Who can help me?
The website should not lock you out. If you do not remember your username and/or password, click the link to log in without an ID. The site will allow you to enter with First Name, Last Name, last 8 digits of account number and zip code. If you still cannot log in call Customer Service at 800-411-0596 for assistance.
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How do I know how many Points I have?
Point balances are always available on www.cnb.com/rewards or you may call Award Headquarters at 1-800-411-0596 to verify your balance.
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How do I earn Points?
Simply use your City National Visa Check Card, Visa Personal Credit Card or Visa Commercial Credit Card for your purchases. You will earn Points based on your net purchases (sales minus returns or other related credits) as follows: (i) For Check Cards, you earn 1 Point for every $2 of purchases for which you sign a receipt or for which you do not use your "PIN". No Points are earned on PIN-based transactions. (ii) For Credit Cards, you earn 1 Point for every $1 of net purchases. You will earn Points as long as your account is in good standing (that is, not delinquent, in default, canceled, closed or otherwise inactive).
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How are Points calculated?
The Program Administratorwill round the points up if the cents portion of the dollar amount is $.50 or more and will round down if the cents portion is less than $0.50. Based on an example of scoring 1 Point for $2 for signature Check Card purchases, the system will score as follows: If a cardholder makes a transaction worth $25.30, the system will first multiply the dollar amount of the transaction by the amount of Points awarded per dollar, which for a Check Card is .5. The resulting number is then rounded to determine the Points that may be awarded: $25.30 x .5 = $12.65, which is then rounded up to $13.00, resulting in 13 Points. On a 1 Point per $1 ratio on Credit Card purchases, the cardholder would receive 25 Points ($25.30 would be rounded down to $25.00). If the transaction amount was $24.80, the Points awarded would be 12 Points for a Check Card transaction ($24.80 x .5 = $12.40 which would be rounded down to $12), and 25 Points for a Credit Card transaction ($24.80 would be rounded up to $25.00).
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Do my Points expire?
As long as your Credit Card or Check Card account is open and the Rewards Program has not ended, your Points do not expire. You can save them to earn a bigger award, or you can redeem them as you earn your Points. It is your choice. If, however, your Credit Card or Check Card account is closed, any unredeemed Points remaining on the date of account closure are forfeited and expire. If the Rewards Program is to end for any reason, you will be notified. In that event you will have at least 60 days to redeem your Points. After this redemption period, any unredeemed Points will expire.
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How am I notified of the number of Points that I have accumulated?
Point information is communicated in an easy-to-read format on your quarterly statement. You may also obtain Points information by visiting www.cnb.com/rewards or by calling Awards Headquarters at 1-800-411-0596.
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If I don't have enough Points for the Award I want, can I buy the extra Points I need?
No. A sufficient number of Points must be available in your account to redeem the Award you want. Points are not available for purchase.
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Are earned Points redeemable for cash?
No. Points are not redeemable for cash. However, Points can be redeemed for a wide variety of travel* and merchandise Awards, including gift certificates. Visit www.cnb.com/rewards to view a complete list of available Awards.
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Are earned Points transferable?
Points can be manually transferred at your discretion to another City National Rewards account. Please contact your local City National banker or call 1-800-773-7100 for more information.
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If I close my account, how long do I have to redeem the Points?
If your account is closed, by you or us, for any reason, any unredeemed Points remaining on the date of account closure are forfeited and expire.
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I currently have a City National Visa Commercial Credit Card issued by my employer. Do I get the Points?
No. All Points earned on a City National Visa Commercial Credit Card account are awarded to the business organization.
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When can I order Awards?
You may order Awards anytime during the program as long as your account is in good standing (that is, not delinquent, in default, canceled, closed or otherwise inactive) and you have enough Points to redeem the requested Award. Redemption items start at 2,000 points.
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How do I order Awards?
For merchandise Awards you can print an order form from www.cnb.com/rewards. Simply complete the form, including all information requested, and mail to the address printed on the form. You may also order merchandise Awards using the online shopping feature at www.cnb.com/rewards.
Hotel and car rental certificates may be obtained by completing the order form found online at www.cnb.com/rewards. Please allow 4-6 weeks for delivery of car rental/hotel certificates. Certificates can be express mailed for a fee.
Travel Awards, airline tickets, vacation packages, and cruises may be ordered by calling 1-877-214-4262 and speaking with a Travel Services counselor*. You may also use the online travel-booking site to obtain select Universal Ticket Awards (for a definition of Universal Ticket or Universal All-Inclusive Ticket, see below). In addition, you may purchase additional airline tickets and make car and hotel reservations online. If you prefer, Travel Services counselors can assist with booking both purchased as well as Awards travel items.*
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Whom should I contact if I have questions regarding redeeming Points under the City National Rewards Program?
Call Awards Headquarters at 1-800-411-0596.
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| Merchandise-Related Questions |
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If I order more than one item, will they be shipped together?
We cannot guarantee that items will be shipped together. You may receive several shipments to complete your order.
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What if the item I order is not available?
Sometimes ordered items are on backorder with the manufacturer. If the backorder is for a short period, such as for no more than a couple of weeks, we will notify you of your backorder status and ship the item once it is available. If the backorder status is going to be longer, we may contact you to allow you to select an alternate Award or you may elect to cancel your order and have the Points added back to your City National Rewards account.
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For merchandise Awards, how long after I place my order should I expect to receive the ordered items?
Generally, merchandise Awards will be shipped from the Award Headquarters via a parcel delivery service or by the U.S. Postal Service and should arrive no more than 4-6 weeks after your order is received. Some items may be shipped directly from the manufacturer. You will be notified if there is a delay in filling your order.
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What happens if my merchandise Award arrives damaged?
Please check your packages closely for any apparent damage before signing to accept a package. If there is damage, please write a note on the delivery receipt before signing to accept the package. If after you open the package you find the merchandise is damaged, please follow the directions on the packing slip included with your shipment and notify Award Headquarters. You will be given instructions and a return authorization number to return the merchandise for replacement.
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Where can I get a complete list of available merchandise Awards?
City National has a complete list at www.cnb.com/rewards.
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| Travel-Related Questions* |
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Can I purchase a ticket for a companion?
Yes you may. If you buy a companion ticket at the same time you redeem your Points for a ticket, you will be rewarded with double points on all companion ticket purchases made using your City National Visa Check Card or Credit Card with Rewards.
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Is the Federally imposed security fee included with my airline ticket?
No. Like other airline frequent flyer ticket awards, you are responsible for that security fee, unless redeeming for the Universal All Inclusive Ticket (described below). The fee will be collected at the time of booking. The fee currently is $2.50 per segment flown not to exceed $5.00 per one-way or $10.00 per round trip.** You may pay the fee using your City National Visa Check Card or Credit Card.
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How many airline Award options do I have?
There are several options to accommodate most travelers' needs. The chart below lists the various airline travel Award options and the general terms of each category. See www.cnb.com/rewards for full Award descriptions and Point requirements.
| Airline Travel Award Options |
General Description |
| Universal Ticket |
US 48, Hawaii, Alaska and International flight options; some restrictions apply; fuel and security fees paid for by cardholder. You may book your ticket online at www.cnb.com/rewards or call Travel Services at 1-877-214-4262. |
| Universal All-Inclusive Ticket |
US 48, Hawaii and Alaska destinations; some restrictions apply; fuel and security fees paid for with Points. You may book your ticket online at www.cnb.com/rewards or call Travel Services at 1-877-214-4262. |
| Full Option Tickets |
No restrictions; $325 or $825 credit towards the purchase price of a ticket; $25 booking fee. For domestic or international travel. You may book your ticket by calling Travel Services at 1-877-214-4262. |
| First Class/Business Class Ticket |
Ticket must originate in the US 48 continental states; $30 per ticket transaction fee; cardholder is responsible for overages above the maximum ticket purchase price. You may book your ticket by calling Travel Services at 1-877-214-4262. |
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Will I always be able to get a ticket using my airline travel Award options?
Airlines are experiencing record high fuel and operating costs. To compensate, many airlines have reduced the number of available seats on domestic flights by shrinking their fleets and, in some cases, using smaller aircraft. While this means less fuel burned and reduced operating expense, it also means that all flights may be completely full. With many flights near full capacity you will see fewer open seats when you travel. This means no matter how you reserve your travel booking there are fewer available flights making advance booking essential for air travel. This applies to your airline travel Award as well as any personal or business air travel not using your airline travel Award.
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Are there black out periods for travel using my airline travel Award?
No. Unless otherwise specified, however, seats are based on "advance category award space" availability (as described below). We recommend you plan in advance for best availability.
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Can I book an airline ticket using my Points for another traveler?
Yes, you may book an airline ticket using your Points for another traveler. You would provide these details when booking the reservation. You may also purchase additional tickets with the agent, while redeeming airline tickets for you.
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What airlines are included?
You may travel on national and international carriers, such as American Airlines, Virgin Atlantic, United Airlines, Delta, Singapore Airlines, US Airways, British Airways, Air France and many more. And, there are no blackout dates.
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Can I transfer my Points into my Frequent Flier Program?
No, you cannot transfer your Points into a Frequent Flier Program, however you can use your Points to redeem an airline ticket on most national and international carriers.
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If I use my Points to purchase a ticket on an airline that I am frequent flier with, can I get miles credit for my flight?
Yes, when redeeming your airline ticket online or by phone, you can indicate your frequent flier number to ensure you get miles credit for your flight.
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What is an "advanced category award space" ticket?
Airlines use various pricing models based on when and how a ticket is purchased. For example, last minute fares, Internet fares, and 14-day fares are just a few fare categories used by the airlines. Based on program guidelines, the program utilizes space in the 21 day advance fare category for most Awards. If a 21-day advance fare seat is required for an Award, a seat must be available in this category in order to qualify for the Award.
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Must I fly on only a single airline?
No. We book partnering airlines. Most of the smaller commuter airlines have an agreement with a regional airline or a national carrier to "code share". That means, for example, that SkyWest flight # 101 is also listed as Aeromexico flight # 204 or United flight # 111. You could have purchased your ticket from any of the three airlines but it's not transferable to another airline. You can fly anywhere a single code share partner flies, but cannot transfer to another airline. So if the commuter flight you fly on is a code share ticket with United, then you can fly wherever United flies but not to a city not served by United.
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How do I make an airline, hotel, cruise, and rental car and vacation package reservations?
Select airline reservations may be made online, via the program web site, www.cnb.com/rewards. All airline travel Awards may also be redeemed by calling a toll free phone number, 1-877-214-4262. A voice message will route you to a Travel Services representative*. After additional authentication, the Travel Services representative will certify that you have enough Points for the Award you seek and will assist you in making your reservation. Travel Services representatives can also book reservations for your companions, which can be paid for with your City National Visa Check Card or Credit Card. You can also book cruises at this number as well as vacation packages, rental cars and hotels. Any purchase amounts or reservations made with your City National Visa Check Card or Credit Card with Rewards earns Points.
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Why does the ticket cost less on the airline web site than what Travel Services is charging for a Full Option Ticket?
The airlines hold discount fares exclusively for Internet purchase. These are not available for travel agents to sell because they are not published fares in the travel reservation systems.
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What is a Full-Option Ticket?
A Full-Option Ticket provides you with the choice to have your Points applied as a credit toward the purchase of an airline ticket to any destination (domestic or international), any class of service and on most major airlines with no restrictions. International travel must originate from the US. A Full Option ticket requires an additional $25 booking fee and any additional monies owed, up to the full purchase price of the ticket selected. The $25 booking fee is paid to Travel Services at the time of booking and not to City National Bank.
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Can I change or return my airline ticket if my plans change after the ticket is issued?
You may not return an issued ticket purchased using your airline travel Award options through Travel Services, but you may contact the airline directly for changes. Any change is subject to the rules and regulations of the particular airline and is subject to the change fees and penalties they may impose, if any.
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Can I purchase airline tickets or other travel items from Travel Services without using my Points?
Travel Services can assist in booking travel which you wish to purchase directly. You can make travel arrangements for cruises, airfare, vacation packages and hotel and car reservations. Travel Services is a full service travel agency so they can accommodate all of your travel needs.*
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Can I book my travel online?
Yes! You can obtain a Universal Ticket Award and Universal All-Inclusive Ticket online at www.cnb.com/rewards with your Points. In addition, you can purchase airline tickets and car and hotel reservations.
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What is the order process for a Hotel or Car Travel Award certificate?
Prior to redeeming Points for a hotel or car travel Award certificate, we encourage you to contact the hotel or car rental location you plan to visit for purposes of confirming they will accept the certificate with the discount offered in the certificate. Once confirmed, complete the Award order form located online at www.cnb.com/rewards. Mail the form to the address listed on the form or electronically submit a redemption request at www.cnb.com/rewards. Certificates are usually shipped within 4-6 weeks of processing your order. Upon receipt of your certificate, make your advance reservation by calling the number listed on the certificate and inform the reservation agent of the certificate. ADVANCE RESERVATIONS ARE REQUIRED IN ORDER TO USE YOUR CERTIFICATE. At time of check in, present your certificate with your method of payment for any additional fees.
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What are some travel tips to make sure I have the best possible travel experience?
Today's travel industry can be hectic and overwhelming. In an effort to minimize travel related issues, utilize some of these suggestions:
- Book as far in advance as possible.
- Be flexible with your dates.
- When possible, travel during "off-peak" times – seasonal as well as day of the week.
- Before redeeming your Points for airline tickets, continue to check with Travel Services for your desired travel dates. Airlines open seat availability throughout the day.
- At the time of redeeming your Points, have several airlines ticket Award options available – your primary choice is the Universal Ticket. If this is not available there are other ticket options to choose from.
- Check in early utilizing "online check-in" when possible.
- Arrive early to the airport on the day of your flight.
- Understand the airline's cancellation policy in the event you should have to cancel a trip. Travel Services offers non-refundable tickets. Any canceled trips are subject to the individual airline's cancellation policy.
- Visit the Transportation Security Administration (www.tsa.gov) website for up-to-date travel information and restrictions.
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