TIMELINE AND LOGISTICS
A customer calls on April 15, 2026, stating she hasn't received any communication about the Barclay conversion. When will Citi begin servicing her converted card?
April 27, 2026
A customer calls on April 27, 2026, concerned that a $75 purchase they made on April 25 is not showing on their new Citi account. What is the correct explanation?
Pending transactions from Conversion Weekend will reflect on the account starting on or after April 27.
A customer asks, "What happens to the Barclays earned miles already in my AAdvantage Frequent Flyer account?" What information would you provide?
AAdvantage Frequent Flyer miles and Loyalty points previously earned from transactions and deposited to the AAdvantage. Frequent Flyer account are not affected by this conversion.
Customer's AAdvantage Aviator Red World Elite Mastercard will be converted to what type of Citi Card?
Citi AAdvantage Platinum Select Worl Elite Mastercard
Aside from the customer's existing PIN, which parts of their credit card account remains the same. Provide two answers
True or False: Late fees will be suppressed for the first billing cycle only for customers who had AutoPay or have a payment due during Conversion Weekend.
True, the late fee suppression policy states that customers who have Autopay or a payment due date during Conversion Weekend with Barclays will not be billed late fees for the first billing cycle. This recognizes that these payment methods were cancelled by Barclays during conversion and customers need time to set up new payment arrangements with Citi.
When can an existing Citi customer with a Citi Online profile expect their newly converted Barclays card to be digitally linked?
Starting April 27, 2026. If an existing Citi customer has an existing digital account, they can expect their converting Barclays credit card to be auto linked to their existing digital profile. This auto-link process begins on April 27, 2026, when Citi systems have full access to the converted accounts.
Does the customer needs to change their AAdvantage Frequent Flyer number due to the conversion? Yes or No?
No, AAdvantage Frequent Flyer account remains the same
Customer's AAdvantage Aviator Silver World Elite Mastercard will be converted to?
Citi AAdvantage Globe Mastercard
True or False: will the customer's credit limit change?
Customer's existing credit limit will stay the same at the time of transfer. Over time, we may review account as part of our standard practices.
A customer calls concerned because their payment due date is April 24, 2026, which falls during the conversion weekend. They know they won't be able to make a payment during Conversion Weekend and are worried about being charged a late fee. What should you tell them?
Lete fees will be automatically suppressed for due dates during Conversion Weekend.
A customer calls and states "I'm wondering, can I combine the two Citi account onto one card? Or maybe I should just keep one account and close the other. What are my options here?"
Use the account closure flow to determine whether the account is eligible for Retention. Even through the customer didn't explicitly ask to close their account, you correctly recognized that requests about credit line movement, consolidation, or keeping only one account trigger the account closure flow. This process determines retention eligibility and ensures that customer gets all available options.
What will happen to the customer's AAdvantage miles and Loyalty Points after the transition to Citi?
AAdvantage® miles and Loyalty Points previously earned from transactions made on your AAdvantage® Aviator® Mastercard® and deposited to your AAdvantage® account are not affected by this conversion. Any AAdvantage® miles and Loyalty Points earned from transactions made on your AAdvantage® Aviator® Mastercard® will be posted to your AAdvantage® account 8-10 weeks following earning activity. You will continue to earn AAdvantage® miles and Loyalty Points when you spend with your new Citi card. The AAdvantage® status qualification period will continue to be March 1 – February 28 or 29 each year.
Customer's AAdvantage Aviator Blue World Elite Mastercard will be converted to?
Citi AAdvantage Gold World Elite Mastercard
Will the customer's Annual Percentage Rate (APR) change when their account gets transferred to Citi? What will happen to the customer's existing introductory or promotional APR?
Citi will honor introductory and promotional rates until the date they were originally set to expire at Barclays. We will provide you with advance notice should your APRs change in the future.
When is the Conversion Weekend? Provide the dates
April 23-26, 2026. This policy was implemented specifically to address the concern that customer cannot make payments during the Conversion Weekend. The suppression is automatic and requires no action from the customer.
A customer calls from Paris on April 30, 2026. They're traveling for two weeks and want to set up travel notifications and check their account, but they did not receive their new Citi card before leaving. What should you advise?
They can register for Citi online at Citi.com/register by using their Barclays card number. Starting April 27, 2026, customer can register for Citi Online at Citi.com/register to manage accounts, view statements and make payments. Registration can be completed from any location, including internationally. Account settings such as notifications, alerts, and paperless settings will not transfer over.
What will happen to the customer's AAdvantage Aviator benefit that they have already earned?
Any earned benefits from AAdvantage® Aviator® Mastercard® credit card will appear on your American Airlines AAdvantage® account and will not be lost, subject to previous expiration dates.
AAdvantage® Aviator® World Elite Mastercard® will be converted to what type of Citi card?
American Airlines AAdvantage® MileUp® Card
What will happen if the customer's Barclays AAdvantage Aviator card is already closed?
The account may still transfer to Citi, but the customer will not receive a new card. If they have an existing balance, it will transfer to Citi, and they will be needing to make payments to Citi.
Fill in the blank: During and immediately after Conversion Weekend, customer account balances may appear _________ because pending transaction that occurred before April 27th have not yet posted.
incomplete or not fully up-to-date.
AS a result of pending transactions not posting immediately, customer balances will not be up to date. For example, if a customer makes a transaction on April 25 for $50, they will not see that transaction or the impact to their balance until the following week. This makes the balances incomplete or not fully synced during the conversion period.
CM scenario: My daughter is taking a class trip, and I want to give her access to my Citi card online account so she can keep track of her transactions. Is there a way I can give her access without giving her my log in information? What advice would you share with the customer?
The PCM can grant digital access to their Authorized User, who will receive an email invitation to create her own profile.
What will happen to the customer's Mastercard benefits after the transition to Citi?
The Mastercard® benefits, such as travel protection, may change depending on the product you are transferred into. Customers need to review the Guide to Protection benefits in the product in the www.landingatciti.com. After April 27, 2026, to request a copy of the Directory of Services or Guide to Protection Benefits, please call the number on the back of your card or on your statement. (For TTY: We accept 711 or other Relay Service.)
AAdvantage® Aviator® World Elite Business Mastercard® will be converted to?
Citi® / AAdvantage Business™ World Elite Mastercard®
What is the actual website that the customer needs to visit if they have any questions or clarifications regarding the Barclays Conversion?