Customers who purchased travel and/or vacation packages using their RBC Royal Bank Visa Card will be reimbursed if they are unable to take their scheduled travel due to the suspension or cancellation of the travel services by the supplier, as a result of swine flu.

Please call our card services group at 1-800-769-2512 to initiate a claim.

Visa card holders who purchased their travel arrangements online, by phone, or by mail, are protected through the Visa E-Promise. More details of the Visa E-Promise can be found on www.visa.ca .

Questions and Answers

1. I booked a vacation to Mexico with my Visa card. Will I be reimbursed?
2. I used my RBC Visa card to book a travel package including flights, hotel and car rental. Will I be reimbursed for all of these cancellations?
3. If I book alternate travel with my RBC Visa card am I charged again?
4. If I received partial services (e.g. one-way of a return ticket), how much will I be reimbursed?
5. What should stranded cardholders do if their RBC cards do not have sufficient available credit to pay for an alternative means home?
6. What do cardholders need to do to prove services not rendered?
7. How long does the claim for reimbursement take?
8. Is there a limit on how long cardholders have to put in a claim due to this situation?
9. I booked my travel using my RBC REWARDS/AVION^® points. Will I get my points back?
10. Are my tickets covered by the trip cancellation/interruption insurance I have with my RBC Visa card?
11. Are cardholders who purchased tickets to Mexico on their RBC Visa card (with applicable insurance coverages) entitled to additional funds for out of pocket expenses as a result of the Swine Flu travel situation? What about flight delay coverage?
12. What should I do if I paid by cheque or cash? Can I get compensation elsewhere?

1. I booked a vacation to Mexico with my Visa card. Will I be reimbursed?

Clients who want to make changes to their vacation bookings including travel to another destination should contact their travel agent to make arrangements. For those who will not be making any changes and are unable to take their scheduled vacation, due to suspension or cancellation of travel services by the supplier, are able to make a claim to receive reimbursement for the portion of the travel/vacation services that were not rendered. Please call our card services group at 1-800-769-2512 to initiate a claim.

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2. I used my RBC Visa card to book a travel package including flights, hotel and car rental. Will I be reimbursed for all of these cancellations?

If your package was prepaid, then the full price is included in the claim. If the hotel was booked separately and also prepaid, there would be separate claims for each. If the hotel was not prepaid, it is important to cancel the hotel directly to avoid a "no-show" charge, as a claim cannot be made if the hotel reservation was not cancelled.

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3. If I book alternate travel with my RBC Visa card am I charged again?

Yes. You will be charged for any alternate arrangements purchased with your Visa card. However if you want to make other travel arrangements before you leave, your travel agent may be able to assist so that you are not charged for both.

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4. If I received partial services (e.g. one-way of a return ticket), how much will I be reimbursed?

You will receive reimbursement for the portion of the services that were not rendered.

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5. What should stranded cardholders do if their RBC cards do not have sufficient available credit to pay for an alternative means home?

Cardholders should contact RBC’s Card Services group 1-800-769-2512 who will, in most instances, assist them with temporary credit increases and other appropriate solutions.

Cardholders may also contact Visa emergency services at 1-800-847-2911. Cardholders who are grounded in the US or Latin America can call 1-800-847-2911 or collect at 410-581-9994.

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6. What do cardholders need to do to prove services not rendered?

Cardholders should retain supporting documentation for services not rendered e.g. receipts, unused tickets, etc.

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7. How long does the claim for reimbursement take?

Your credit will be processed to your Visa account within 4-6 weeks from the date that you contact us.

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8. Is there a limit on how long cardholders have to put in a claim due to this situation?

Clients should contact RBC within 75 days from their travel date at 1-800-769-2512 to initiate a claim.

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9. I booked my travel using my RBC REWARDS/AVION^® points. Will I get my points back?

Yes. Please contact the RBC Rewards Travel Redemption Centre at 1-877-636-2870. They will refund all points and associated cash top ups.

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10. Are my tickets covered by the trip cancellation/interruption insurance I have with my RBC Visa card?

If you are currently in Mexico, given the travel warning, you would be eligible for trip interruption coverage per the limits of your policy if your RBC Visa card includes trip interruption insurance.

RBC Visa clients wanting to cancel trips to Mexico (as a result of the travel warning) that were purchased on their RBC Visa card are eligible for cancellation coverage per the limits of their policy if their RBC Visa card includes trip cancellation insurance.

Please note: The travel warning has to be in effect on the departure date for the cancellation coverage to apply. Trips to Mexico currently have been suspended so no departure dates are currently scheduled. Therefore, clients may not be covered under insurance but should pursue options available through their tour operators, airlines, and travel agents. Or, make a claim to RBC Visa to receive reimbursement for the portion of the travel/vacation services that were not rendered, before submitting a travel cancellation insurance claim.

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11. Are cardholders who purchased tickets to Mexico on their RBC Visa card (with applicable insurance coverages) entitled to additional funds for out of pocket expenses as a result of the Swine Flu travel situation? What about flight delay coverage?

Cancellation and Interruption coverage does not provide for out of pocket expenses. If, however, you encounter a missed connection, delayed flight departure or are denied boarding, our Flight Delay coverage would reimburse up to the limits of the policy, for the reasonable and necessary expenses you incur as a result.

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12. What should I do if I paid by cheque or cash? Can I get compensation elsewhere?

Clients who have paid by cash or cheque should contact their travel agent or travel supplier to find out what options are available.

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