RBC VISA Infinite Avion Consumer Reviews

I have booked through Avion for at least 15 years. Since Covid it seems that the people answering their phones are simply order takers, not actual travel advisors. They don't understand the complexities of air tickets, routings, changes, cancellations etc. It's so frustrating that it requires about 10 calls to try and fix a simple schedule change, and even then there is no guarantee that it gets done. RBC - you are seriously annoying some of your best clients by not having properly trained advisors to deal with simple or complex requests. Even though I have almost 1 Million points I am very leery to use them because I don't have time to deal with Avion if there are any issues. I'm very tempted to change my credit card as this is not working. I've lost so much time and money on Avion airline bookings as it's easier to walk away than to keep calling, being put on hold, explaining the situation, on hold again, further discussing the issue, on hold again, and then being cut off. Even though the Avion person has my number I've never once had a call back after I've been cut off. This is unacceptable!

Booked pre covid in December 2019 for a vacation in May. Once lockdown was issued we followed their policy and filled out many forms and mailed it in. Followed up with them and customer service said we needed to do everything online. We then issued the claim online and they said it could take 15 weeks for them to process it. We waited patiently after the 15 weeks was up didn't hear anything. Called again and they said they were backlogged and will be calling us back in 10 business days. Nobody called, we then tried calling back to find out the claims department is not taking any more calls, had to speak to a sales representative who said he escalated it and we will hear from management in 48 hours. Has been 5 days and no one has reached out. Very frustrating to deal with, my advice is to avoid dealing with RBC, there are many other options to choose from with much better customer service. I understand that they are dealing with a lot of claims but have the common courtesy to call and update.

Trip cancellation insurance is useless, they have no intention of ever reimbursing anyone. Especially frustrating as they make you send them tons of paperwork and wait for months only to decline for some reason written in the very small print. Don’t even know why they even say they have this coverage.