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Frequently Asked Questions Regarding City National Rewards®,
powered by the ScoreCard® program

Effective From December 1, 2015

General Program Questions

Merchandise-Related Questions

Travel-Related Questions

Rewards Plus

General Program Questions

What is City National Rewards?
City National Rewards is a Rewards program offering Points for Credit Card purchases using a City National Visa Credit Card that comes with City National Rewards. 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 vendor 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 comes as a feature with the following City National Visa Credit Cards: City National Visa Platinum Credit Card, City National Visa Signature® Credit Card, City National Crystal® Visa Infinite® Credit Card, City National Commercial Credit Card with Rewards and City National Visa Crystal Commercial Credit Card.
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What if I don't want to be a part of City National Rewards?
The City National Visa Commercial Card is available without City National Rewards. For all other credit cards, City National Rewards is a standard feature.
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How do I sign onto the Rewards website?
Go to http://www.cnbrewards.com, and click on the Log On tab. Enter your user name and password. If you do not have a user name and password created, click the "Click Here" link under "Create Profile" and enter your 16-digit card number or 12-digit Business ID, first and last name, ZIP code, and email address.
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What if the Rewards website locks me out? Who can help me?
The website will lock you out after five unsuccessful login attempts. If you do not remember your user name and/or password, click the "Forgot Password" or "Forgot User Name" links on the login page and follow the instructions. If you still cannot log in or become locked out, please 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.cnbrewards.com or you may call Award Headquarters at (800) 411-0596 to verify your balance.
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How do I earn Points?
Simply use your City National Visa Platinum Credit Card, City National Visa Signature Credit Card, City National Crystal Visa Infinite Card, City National Visa Commercial Credit Card or City National Visa Crystal Commercial Card for your purchases. You will earn Points on net purchases only (purchases less returns and other credits). For each one dollar ($1) spent, you will earn Points as follows:

  • For Visa Platinum Credit Card, Visa Commercial Credit Card and Visa Crystal Commercial Credit Card accounts: 1 Point on net purchases, except that the Visa Crystal Commercial Credit Card account will not accrue Points on any taxi or limousine net purchase.
  • For Visa Signature Credit Card accounts: 2 Points on net purchases made at merchants that classify their merchant location for Visa as groceries, restaurants, and fast food and takeout food dining establishments and 3 Points on net purchases made at merchants that classify their merchant location for Visa as gasoline stations.
  • For Crystal Visa Infinite Card accounts: 3 Points on net purchases made at merchants that classify their merchant location for Visa in any of the following categories: airlines, hotels, taxis, limousines, rental cars, trains, buses, gasoline stations, groceries, restaurants, and fast food and takeout food dining establishments.

We do not determine whether merchants correctly identify and bill transactions as being made at locations in each particular category. However, we do reserve the right to determine which purchases qualify for the 2 or 3 Points on category purchases. Purchases not eligible to receive the 2 or 3 Points on category purchases include, but are not limited to, purchases made at superstores, warehouse clubs, discount stores, and their affiliates, and they will instead receive 1 Point. Online and catalog purchases are not eligible to receive the 2 or 3 Points on category purchases, and they will instead receive 1 Point, unless the merchants have correctly identified and billed the transactions.

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How are Points calculated?
The Program Administrator will 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 per $1 of net purchases, the cardholder would receive 25 Points for a $25.30 transaction since it would be rounded down to $25.00. For a credit card transaction of $24.80, the cardholder would receive 25 Points since the transaction amount would be rounded up to $25.00.
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Do my Points expire?
As long as your Credit 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 account is closed for any reason, any unredeemed Points remaining on the date of account closure are forfeited and expire. If the Rewards Program is terminated 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?
Points information is communicated in an easy-to-read format on your quarterly statement. You may also obtain Points information by visiting www.cnbrewards.com or by calling Awards Headquarters at (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 Rewards 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.cnbrewards.com 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 call (800) 773-7100 for more information.
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If I close my Credit Card account, how long do I have to redeem the Points?
If your Credit Card 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?
It depends. All Points earned on a City National Visa Commercial Credit Card account are awarded to the business organization, unless the business organization has opted to award Points to the individual cardholders under the Commercial Credit Card account by completing and providing to the Bank certain forms and information. Contact your employer to see if the Points are awarded to the individual cardholders under the Commercial Credit Card account.
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When can I order Awards?
You may order Awards anytime during the program as long as your Credit Card 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 1,000 Points.
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How do I order Awards?
For merchandise Awards you can print an order form from www.cnbrewards.com. 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 http://www.cnbrewards.com. Hotel and car rental certificates may be obtained by completing the order form found online at www.cnbrewards.com. 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 (855) 853-5496 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 (800) 411-0596.
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Merchandise-Related Questions

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 redemptions, 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 http://www.cnbrewards.com.
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Travel-Related Questions

When are Travel Services agents available?
Travel Services agents are available Monday – Sunday 8:00am – 12:00am (Eastern Time) to book your travel arrangements.

Can I book my travel online?
Yes, your travel can be booked online. You can book online at www.cnbrewards.com. In addition, you can purchase airline tickets and hotel/car reservations.

How many Points are required for an airline ticket?
The actual number of Points required will be based on your travel dates, origin and destination cities, airline, availability, and how far in advance you are making your reservations. The good news is you are in control and the choice is yours!

Can I still redeem my Points if I do not have enough Points for a ticket?
Yes! We want to make sure your next trip is within reach, which is why we've added the flexibility of allowing you to redeem the Points you do have and pay the difference via your City National Bank credit or check card or another payment card.

Are there any origin or destination restrictions?
This new program allows you to fly from virtually anywhere to virtually anywhere in the world!

How far in advance do I need to make my travel reservations?
You can now make reservations as close as one day prior to your actual departure date. We recommend you plan your travel at least 14 to 21 days in advance for the best availability; however you are no longer limited to a 30-day advance requirement.

I want to save my Points for an airline ticket. How will I know the number of Points I need to save?
The actual number of Points required for your travel is dependent upon the specific itinerary you select. You can check Point requirements via the online redemption site.

Note: Points required for travel are subject to change at any time, and are not final until used to redeem for travel.

Can I change or cancel/return my airline ticket if my plans change after the ticket is issued?
Changes and cancellations can be made only if the Supplier and specific airline's air ticket rules permit the modifications. A $40 per ticket service fee will be charged by Travel Services for all exchanges, modifications, or cancellations, in addition to any applicable airline penalties and/or fare difference.

Can I book a cruise online?
Yes you can. If you are planning to book a flight or another component to go along with your cruise, you must book the cruise as a separate order from any flight or other travel component you wish to redeem Points for on the catalog.

How do I change or cancel my car, hotel, activity or cruise booking?
You must contact the Travel Rewards Center at (855) 853-5496 for all modification and cancellation requests as the policies are different for each travel award. Certain fees may apply for modifications and cancellations.

Can I purchase airline tickets or other travel items from Travel Services without using my Points?
Yes. Travel Services can assist in booking your purchase travel arrangements and you can also purchase online. Please visit www.cnbrewards.com or call Travel Services at (855) 853-5496 for details.

What are the booking fees and modification fees for each type of Award charged by Travel Services?
The booking fees are included in the total number of Points required for the travel redemption so you can use your Points and not have to pay the booking fees out of pocket. Please note the Points requirement differs between on-line and call center travel agent assisted booking due to the higher fee charged for the travel agent assistance.

Booking Fees
Type of Award Channel Per Ticket
(as of February 16, 2015)
Air Online
Call Center
Car Online
Call Center
Hotel Online
Call Center
Cruise Online
Call Center
Activities Online
Call Center
Tours/Packages Online
Call Center

Booking Fees are included in the total number of Points required for the travel reemption, and are sugject to change at any time.

Modification Fees
Award Channel Per Ticket
(as of February 16, 2015)
Air Modifications Online and Call Center $40.00
Cruise Modifications Online and Call Center Fees vary by cruise line
Hotel/Car/Activity Modifications Online and Call Center Fees vary by hotel, car rental or activity supplier

Modification fees are paid separately in cash.

Is the Federally imposed security fee included with my airline ticket?
Yes, this fee is built into the cost of the ticket so points can be used for the entire redemption.

Will I always be able to get a ticket using my airline travel Award options?
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.

Are there blackout periods for travel using my airline travel Award?

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.

What airlines are included?
You may travel on national and international carriers, such as American Airlines, Virgin Atlantic, United Airlines, Delta Airlines, Singapore Airlines, US Airways, British Airways, Air France, Southwest and many more. And, there are no blackout dates.

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.

If I use my Points to purchase a ticket on an airline with which I am frequent flier, 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.

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.

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.cnbrewards.com. All airline travel Awards may also be redeemed by calling a toll free phone number, (855) 853-5496. 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 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 Credit Card with Rewards earn Points.

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.

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.*

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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Rewards Plus FAQs

Q: What is Rewards Plus?
A: Rewards Plus is a Rewards Program feature that allows you to earn additional Points ("Rewards Plus Points") when you use your City National Credit Card to make a qualifying in-store or online purchase at a participating Rewards Plus retailer.
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Q: Where can I view the participating Rewards Plus retailers and offers?
A: Once you have logged on to the City National Rewards website www.cnbrewards.com, simply click on the "Rewards Plus" link. You'll be able to view details of all participating retailers and their Rewards Plus Points offers.
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Q: Can I go directly to an online retailer's web site to shop and earn Rewards Plus Points?
A: No.  To earn Rewards Plus Points for qualified online purchases, you must access the participating retailer website from the Rewards Plus link on www.cnbrewards.com.  Once you've accessed the retailer site, simply use your City National Credit Card to make your purchase.
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Q: When will the Rewards Plus Points I've earned appear in my City National Rewards account?
A: Rewards Plus Points for qualifying in-store purchases are typically awarded within seven (7) days of transaction posting. Rewards Plus Points for online purchases are typically awarded within thirty (30) days of transaction posting.    Awarding of Rewards Plus Points for some retailer offers may require additional processing time.  Rewards Plus Points for travel retailer offers are awarded after travel has been completed. Please review the offer terms for specific details on Rewards Plus Point earnings opportunities and issuance.
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Q: What happens to the Rewards Plus Points I've earned if I return a qualifying purchase or have any other related credit for the purchase?
A: All returns and other related credits will result in a deduction of the applicable Rewards Plus Points earned.
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Q: Where can I go to see the Rewards Plus Points I've earned?
A: Log in to www.cnbrewards.com, select "Transaction History" to view the current month's earnings.  You will see Qualified Points and Bonus Points listed separately. Your Rewards Plus Points will be shown under Bonus Points. You may also call City National Rewards Award Headquarters at 800-411-0596 to confirm Rewards Plus Points awarded for a qualifying Rewards Plus net purchase.
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* Travel Services are provided by Aspire Loyalty Travel Solutions LLC. Aspire Loyalty Travel Solutions LLC is not owned by or otherwise affiliated with City National Bank or any of its affiliates.