CIBC Aventura VISA INFINITE Card Consumer Reviews

Due to a typo, hotel check in needed to be changed 1 day!
9 months out, rewards centre would not accommodate the change, called hotel they said no problem whatsoever but had to be fixed by the booking provider.
The rewards centre said simply beyond there control and would not let me contact the booking agent?
Lost my points.
Do Not Get Cibc Adventura
This program is stealing from people all their points!!!!!

The worst ever customer service reward, two times they screwed my reward points, and it take forever to refund my points. I will never advise the CIBC reward program.

Don’t waste your time with CIBC. The main bank system and the rewards department cannot figure out who does what. You make any change to your details you need to wait 3-5 days to do book a trip. Then after that they still can’t help you because their systems just don’t update or work together correctly. I wasted over a week and many hours trying to get help. No one knows what they are doing. Wanted to book airline tickets for my family trip to BC this Christmas and there is an error in their system that no one that no why’s or can fix it. Was told sorry it may take weeks to fix and you can use your points for airline tickets. This is after waiting a week for their systems and by that time prices of tickets went up by 1K and flights I wanted was no longer available. Told me nothing they could do. They said I can put a complaint in and only way to maybe get a call back is to then escalate the complaint. Otherwise they just sit in a database. Lol. So no care about your complaint and no care that now I could not afford the trip for the family because I was banking on using those points.

Literally talked to about 10 people and most people didn’t know what to do or how to do it. If it’s not on a script then they can’t help you. Will just waste your time sending your call to mother departments.
So angry at the service and knowledge that I’m thinking of changing banks altogether.
Horrible experience. Don’t waste your time. You will not get the service you expect. There are other cards out there you can count on in terms of using your points.

My new Ipad got slammed in a car door in Iceland. CIBC Aventura states clearly they cover accidental damage to property damaged or stolen anywhere in the world if the full price was paid by card. Now they refuse to replace my devise. They say it should be claimed by my household insurance??

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!!!