RBC VISA Infinite Avion Consumer Reviews

I switched to the RBC card because it had more flexibility in airlines and "no blackout dates" than my previous one.
However, as others pointed out, the RBC Rewards website is impossible to use to update travel. The chatbots are useless and once you try to do something with them, you get locked out. The "customer service" is non-existent. I never spent less than an hour on the phone with someone trying to make changes or get resolutions. They also seem to outsource a lot of the work offshore. I had agents whom I could not understand and they were basically useless in terms of help.
The final straw to dropping them was when I had a change a flight that had been changed twice before due to COVID. The original ticket cost me points and money, then I had to pay again to switch dates and again one last time. The last time was super weird and the agent had to calculate everything by hand. After everything was done, I had to pay an extra $43. I did, but somehow the charge (on my RBC card!) was denied by the bank. The ticket with Air Canada was in limbo. No one could change or fix it - but I didn't "actually" have a ticket. I easily spent 7 hours on the phone with various people at RBC, RBC Rewards and American Express travel (who seem to be operating the travel component behind the scenes). I even physically went to the airport to try and resolve the issue (which, according to the Air Canada website, I had to do) - but still, nothing worked. I was promised callbacks from RBC Rewards managers - but they literally never called back! It was insane! Worst. Customer. Service. Ever.

We've had flights booked for this morning and due to the current situation with COVID-19, our family decided to stay home. We've been calling Avion's Customer Service since 12:30 PM yesterday to cancel our flights. No one picking up, "the person you are calling is unavailable". If you look at their website, calling is the ONLY way to contact their customer service. I went online to see if they've posted a message indicating that they weren't able to handle the volume of calls, etc.. NOTHING. You are left on your own. Tried to call the airline directly, but says to call travel provider (i.e. Avion) to cancel, not the airline. We are here this morning trying to call again. NOTHING. Here is what we were expecting: we understand that there are probably challenges answering every call coming their way lately, but they should leave a message on their phone line. Currently, no one picks up. Or as an option, put a message on social media outlining your issues. We are so mad right now with this lack of common sense... my wife and I seriously considering switching to another reward card.