RBC Avion VISA Infinite Privilege Consumer Reviews

I have so far spent 4 days and over 8 hours on the phone with Avion just to book a one-way 20 min domestic flight using a travel credit. The complete ineptitude of the staff working on the phone lines constantly gets put on hold with only 2 people who actually phoned me back (out of 6 or 7). These people clearly are not trained properly, will not put you through to the department where they may be having difficulties, nor will they put you through to a manager. My booking has finally been made, but have been waiting for 2 days to be issued so I can book seats and furthermore progress with planning the rest of my trip which rests on knowing this flight is confirmed. I have submitted 2 complaints only to RBC Avion, with an automated response, but yet NO one has contacted me. I have had this card for over 20 years and may cancel and pull out all my accounts with RBC.

Customer service at RBC/Avion Rewards is virtually non-existent, and to make matters worse they do not seem to have ANY communications with RBC Banking. I purchased a flight from Vancouver to Toronto for a business trip. It was only while I was away traveling that I realized I did not have any itinerary # or confirmation for the flight I had purchased via Avion Rewards weeks earlier. I immediately checked my Visa statement to confirm that there was indeed a charge for $640.00 from RBC Rewards Travel.

At this point, I have spent upwards of 7 hours of my time (mostly on hold) between RBC Avion Rewards and RBC Banking. The ONLY solution that has been posed was to email rbccustomerrelations@rbcrewards.com - everyone I spoke to on the phone provided no help, there were no notes left on the account causing me to explain the issue repeatedly, and after all is said and done the only option is to send an email. Having sent the email, I received no confirmation of receipt, and it has now been over 5 days without any response. This matter was brought to RBC's attention over 3 weeks ago, and I still have no idea how I am going to get a refund for the $640 I spent on this flight. It's borderline fraud, and despicable service coming from Canada's largest bank.

What to do? File a complaint with the FCAC? All I know is I will be moving every bit of banking I have with RBC elsewhere.

RBC Visa Infinite Privilege is marketed as the ultimate card by RBC for services and rewards. Until of course, you take them up on their word. It is an absolute nightmare. They are unable to book flights despite having an entire site and answering service dedicated to their points program. They charge you then credit you then charge you. You will never know what actually booked and what didn't and neither will the people working at RBC. Stay away from it and if you currently have it, you should switch ASAP.

After waiting several hours for assistance from Avion, they told us the package we wanted was covered and we had to pay for it first. Then the next day, after waiting several hours again on the phone, we were told it was not actually a travel package and we would not be given the reimbursement.
Nothing but problems. Still fighting Avion.

I have been waiting on the phone now for 4 hours to talk to an agent to change my flight. If I could do so with the airline I would. This service is abysmal.

I have been trying to speak to an agent at RBC Rewards Travel for 2 days now started yesterday at 4 pm by 10 pm I knew that no one was going to answer the call because
they went home at 9 pm. I started this morning at 9 am and it is 618pm and I am still on hold and probably will not speak to anyone tonight. I will have to keep trying for days.
I can't believe how the agents are not able to answer calls in a timely manner!!!!
This is ridiculous and very frustrating!!! We pay for a service that we can't even get good customer service... I booked a flight and all I want to do is cancel and get my money back and it is not happening that easy... This is so frustrating!!!
What kind of business is this???
Very bad customer service!

I booked a luxury hotel through the Visa Luxury Hotel collection, which should have VIP status, upgrades and some cash discounts on food and beverage. However, not only there is no VIP nor upgrades for my room, but I was treated as other customers and had to wait over 30 mins for the room to be available at 5 pm. (I arrived at 4 pm). I do not feel any "privilege status" during my stay. I tried to book a family trip using RBC rewards apps, but it says the dates I have chosen were unavailable. But I know rooms were available since I've tried to book through the hotel's official site. I then turned to the Infinite Privilege Concierge for help, after speaking to the representative over 30 mins to provide EVERY INFO, then the representative says she needs to transfer me to the RBC Reward hotline to better help my situation. After another 30 mins call again with the representative providing again EVERY INFO (AGAIN!), she said a fee will be charged if I make any booking over the phone. I explained my frustration and hung up at that point.

The process is still under review for over five months. Have the same experience with another bank which took about three weeks and done! Every single time you call (let's say twice per week, seems I found a new part-time job!), they have no clue, unprofessional. They don't take any initiative to smooth your case. There is no supervisor you could talk to. They say they will call you which never do. IT IS FRAUD!