CIBC Aventura VISA INFINITE Card Consumer Reviews

I want to cancel my Aventura CIBC credit card, takes more than 2 hours, they keep transfer me from one to another 4 times and still waiting, terrible customers service.

Please do not buy CIBC products. credit card insurance and the travel rewards program are terrible.

1) If you ever had a flight cancellation, best of luck getting their contact centre representatives to process the refunds. They will keep on passing the buck saying that you booked directly through the airline so they can't do anything when the booking was made thru their travel rewards program. Poor guys don't even know how their own system works. It is a total nightmare. Their customer service representatives are extremely rude and have zero sense of how to talk to the customers.

2) The process for refunds can take 2-3 months, but if you would have booked thru the airline it would have been immediate or would have been done in 3-5 business days. The contact centre team will take over 2 hours to do anything if they don't pass you over to multiple agents.

3) Ohh, and did I tell you that their contact centre for bookings, cancellations, and flight changes closes at 8 pm, so if you have a late-night flight you are totally screwed.

4) The customer service email is a joke, their SLA is 72 hours, welcome to 2023 or should I say 2003 since they are still learning on how to respond to emails.

5) Let's talk about their insurance claims, ohh never mind it just exists on paper, if you dare to even think about trying it.

We booked flights through your CIBC travel agency, one being paid for my rewards and the other by cash. It has been a nightmare we don’t get notice and I thought that we had it all complete when we asked to have that email to get an explanation on this. Very disappointed to get a form letter back which does not address our problem at all. We are truly not throwing away people which we are being treated like!!! It would’ve been good if they were honest in the very beginning that it was a travel agency that we were booking through because we certainly would not have booked through a travel agency back east when we live in the west. And not being able to talk to anybody is absolutely unacceptable.

After spending 2 hours on the phone with numerous staff, downloading the Dragon Pass app, and researching lounge locations, I discovered that this card no longer provides free access to lounges in most major international cities, as it did in the past. CIBC was not transparent about these changes. Dragon Pass became their new service provider in July 2022, (they appear to be located in Taiwan and do not have a 1 800 # for contact). If CIBC is deceptive about this change to the card, what does this mean for other important benefits?

Costs are extremely high compared to booking directly with airlines. If you experience a problem while traveling assistance is non-existent. Attempts to get support go ignored and customer service staff are non-attentive.
Very poor value for the high cost.

I have a trip cancellation on my card.
Had to cancel in July due to medical reasons. I submitted the claim to Global Excel Services.
They sent me a confirmation email on September 1.
They have not advised me or helped me with anything... In fact, I have a rude person on the phone who can't even write down what I spell to her.
She can't find me she says!!!
They are in Montreal - a total geek show. I'm using up my points and changing cards to a company that actually cares. CIBC is really bad news!!!

I booked a flight with points plus $300 tax which I had to cancel, they kept the points and money, not even providing a credit. Will cancel the card immediately.

I saved points for several years and had enough points to partially pay for 2 airline tickets to Montreal to see a concert. The concert was canceled a couple of times due to Covid then totally rescheduled to Toronto. When I tried to reschedule the flights they said the credit is only good for one year. I called the airline that would be willing to help us out but the Aventura visa people were the ones who wouldn’t help us out. Had to pay for two more tickets. Totally not worth it. Waste of saving all those years for nothing.

I compared one ticket YUL-HAN/SGN-YUL via NRT on Oct.05 and return on Oct.29 with Air Canada and ANA and CIBC rewards offer to me for +1800 Cad and with the same flights, I check with expedia.ca the price is +1300 so there is different of 500 for the same ticket! Something wrong with CIBC rewards. Also, the system offers me to pay +1200 plus approx. 60,000 points or pay +1800 for the ticket. Crazy!

I have had multiple bookings with them. The flight prices are 2X than other websites or even booked directly. Reaching customer care is almost impossible and could take one entire day always. I am taking my bookings else where and cancelling the card!