Costco Travel Customer Service Issues

Hello, I appreciate the chance to address this concern. Although the amount in question is small, the overall customer experience can deteriorate swiftly. While my phone booking experience with the Costco agent was enjoyable, the discrepancy between the quoted price of $[redacted] and the $[redacted] displayed on the Costco computer screen was unexpected. I am not attempting to dictate Costco's operations, but this pricing behavior came off as somewhat misleading. Thank you for attending to this matter. My Costco Confirmation Number is C[redacted]07, and the Alamo Confirmation Number is [redacted]. Upon discussing this with the Costco sales agent, I was informed that no adjustments could be made. The reservation is under my wife's name, Phyllis S. Thank you.

I rented a car from Enterprise through Costco and encountered an issue that left me extremely dissatisfied with their service. During my recent car rental at Edinburgh airport, I unfortunately hit a curb and broke the front left tire on June 13. Typically, changing a tire should only take 20 to 30 minutes, but to my surprise, there was no spare tire in the trunk of the car. When I contacted Enterprise, they claimed that renting cars without spares was their standard practice, which was a major disappointment for me. I had to wait approximately 2 hours for road assistance from Enterprise to help move the car to a repair shop in another town. This unexpected delay resulted in additional taxi costs and wasted half a day of my travel time. I am now seeking clarification from Enterprise on whether not providing spare tires is indeed their policy or if it was an oversight by the local rental office. If this is their standard procedure, I find it unacceptable and unsafe for customers. In such a case, I will not consider renting from Enterprise again and will caution others against it. If this was a mistake, I am expecting an apology from Enterprise as well as compensation for the inconvenience caused.

Hello, I need to cancel the reservation I made at Hard Rock Cafe in Cancun for June 24, [redacted], as my grandma passed away on that day in South Korea. Despite contacting customer service within 24 hours of making the reservation, I was informed of a 30% cancellation fee that I had to pay first before they could request a waiver from Hard Rock Cafe. However, Hard Rock Cafe explained that they were not involved in the reservation and had no control over cancellation penalties, directing me back to Costco Travel. This back-and-forth has been frustrating, with both companies avoiding responsibility for the cancellation fee. I believe this situation is unfair, considering the circumstances. I urge Costco Travel to take responsibility and cancel my reservation without any penalties so I can receive a refund. Thank you for understanding. Sincerely, J.Y.

I made a reservation for a full-size van in Germany with 7 individual seats and room for 3 suitcases (Ford Galaxy). However, I received a much smaller van with 6 seats and room for only 1 carry-on bag. Despite spending 30 minutes on hold with Costco's customer service (incurring long-distance fees), no resolution was reached. As 5 adults with suitcases, we are unable to fit in this smaller vehicle. Seeking assistance from Costco/Enterprise to secure the van we originally booked with 7 seats. I can provide pictures to demonstrate the size discrepancy. Please respond promptly, as we are currently in Stuttgart. Thank you.

Hello, We recently made a reservation for the Disney Wonder cruise to Alaska through Costco, but it appears we were charged for two separate bookings. Initially, we encountered an issue where our reservation was lost, and after rebooking, we received a confirmation email. Subsequently, a fraud alert was triggered by Capital One, and despite confirming that we would not be charged, our credit card shows two charges for the bookings. Capital One has advised that this is a matter for Costco Travel to resolve. We have attempted to contact them but have been waiting on hold for 90-[redacted] minutes with no response. Our credit card is now at its limit due to this double charge. We would appreciate any assistance in resolving this issue promptly. Thank you.

We are currently at a Costco Travel vacation in Puerto Vallarta, Mexico, staying at the Grand Fiesta Americano. Our travel confirmation number is C[redacted]19 under the name Dave and Carol Wooley. Our membership number is [redacted]00. Unfortunately, we have encountered an issue with sickness during our stay, despite being assured by a Costco representative that previous concerns had been addressed. Other guests at the hotel appear to be affected as well. I wanted to share this feedback and also commend the Grey Line Transportation crew, specifically Luis, Christopher, and Eric, for their assistance during this time. It might be necessary to revisit the sickness situation at the hotel. Overall, apart from this issue, our experience at the hotel has been enjoyable.

I am a Costco member, Vincent W. (Membership #: [redacted]59), who has been a loyal customer for 5 years. Recently, I booked my honeymoon to the Dominican Republic through Costco Travel (Confirmation Number: C[redacted]28). Due to safety concerns from recent incidents in the country, I decided to cancel the trip. However, I was surprised to learn that I would be charged a 10% fee for the cancellation. I feel this fee is unfair given the circumstances and the advice to wait for the situation to improve. I do not want to risk my safety by proceeding with the trip and hope for a solution that does not involve losing money unnecessarily. I reached out to Costco customer service but was redirected back to Costco Travel. I am seeking assistance to address this issue promptly.

Last night, I booked a cruise on Costcotravel.com with the booking number CF#C[redacted]60 and BK#8WMJ69. The total cost was $[redacted].04, but today on Carnival.com, I saw the same cabin for $[redacted].04. To secure an additional cabin next to my existing one, I placed a 48-hour hold on Carnival.com with booking BK#8WTS95. I wanted to inquire if you could match this lower price, as it is $[redacted] less within a day. I have always valued your customer service, which is why I chose Costco over other options like Carnival.com and AAA initially. Thank you for your assistance. - Katie H.

I am a Costco fan for sure, but I am disappointed in the free advertising you are giving Jimmy Kimmel for his new children's book. He has made millions by disrespecting the President of the United States, along with other late-night hosts. While he plans to donate the earnings to a Children's Hospital, it would be better if he used his wealth to contribute as well. Despite not liking President Trump, it is important to acknowledge his accomplishments and efforts to better the country, even with mistakes. The current impeachment situation is viewed as embarrassing by other countries. It is time for someone to support America and its President. I question if Jimmy Kimmel will teach his children to disrespect the President regardless of who holds the office.

Confirmation #[redacted]97 We traveled to Mexico for a family vacation, excited about the promised waterslides at the resort. Despite calling ahead and being assured they were open, they were closed. As preferred guests, we were surprised to find there was no hair dryer in the room, despite promises to deliver one. Our robes and slippers arrived the day before we left. Additionally, the marketplace buffet closed early on New Year's Eve, pushing guests to pay $[redacted].00 for a special dinner or wait in long lines at the limited open restaurants. The resort's main lounge had worn-out chairs needing replacement. Disappointed with the overall experience, I am hoping for some form of compensation as this trip did not meet the advertised standards.

I have been attempting to reach Costco for several days without success regarding canceling my upcoming cruise. Despite being instructed to email [redacted] for cancellations, I was informed the email address does not exist after numerous failed attempts. Additionally, when calling the provided phone number, I was unable to reach the appropriate extension, and the system was unable to assist me. Frustrated with these issues, I am now seeking to cancel my travel plans for the Royal Caribbean cruise on April 18, [redacted]. Both my partner and I, Gani and Virginia Shtino, have medical conditions that put us at risk for the current situation with the Coronavirus. We were looking forward to the trip but must prioritize our health. Please address this matter promptly or direct me to the appropriate department. Thank you. Gani Shtino

Refund Concern Due to COVID-19 Cancellation Hello, I am reaching out about my booking (#C[redacted]86) that was canceled due to COVID-19. While my hotel refund was processed, the airfare of $2,[redacted].75 was only issued as a credit to be used within a limited timeframe. I have been in contact with multiple Costco Travel agents, receiving conflicting information on how to redeem this credit. At one point, I contacted United Airlines directly as suggested by a Costco agent. United Airlines informed me that they would issue a refund and requested me to coordinate with Costco. However, a Costco agent later claimed this information was incorrect and that no refund could be provided. Given the circumstances many travelers face due to COVID-19, I am disappointed that my airfare was not fully refunded and remains as a credit. I hope to travel with Costco in the future and would appreciate a resolution to this matter. I can be contacted at [redacted] or [redacted]. Thank you for your attention to this issue. Sincerely, A Dedicated Costco Member Xiaoping (Vivian) Xu

Hello, My wife and I had originally booked a seven-day cruise through Costco Travel with RCL from Vancouver, BC, Canada to Alaska departing on May 23, [redacted]. Unfortunately, due to Covid-19, our cruise was canceled. We rebooked another seven-day cruise with Costco Travel from Vancouver to Alaska departing on May 29, [redacted]. When we tried to utilize RCL's Lift & Shift program, we were informed by a Costco agent that it did not qualify for our booking, without any specific reason provided. I reached out to RCL Customer Service inquiring about this issue and received a response. Our Confirmation Numbers are C[redacted]63 and [redacted]. Greetings Don, Thank you for contacting us regarding the Lift & Shift promotion. We apologize for the delay in our response. Regrettably, it seems that your particular booking did not meet the criteria for the promotion. We are unclear about the reason behind this discrepancy as not all sailings qualified for the promotion. We suggest reaching out to your agent for further information, as we are unable to assist directly with reservations made through Travel Agencies. We sincerely apologize for any inconvenience this may have caused you. Don, we are excited to have you and Mary as our valued guests on the Serenade of the Seas on May 29, [redacted]. Thank you for choosing Royal Caribbean. Warm regards, Debbie “Dixie” Lesh Royal Guest Experience Management Should one of your agents contact RCL to investigate further, or should I reach out to Costco Travel to address this matter? Thank you, Don Lally [redacted]

My family had a trip to Mexico booked through Costco Travel for March [redacted], but it was canceled due to COVID. While the hotel refunded us, Costco Travel stated that Delta Airlines would only offer a credit for the airfare. Unfortunately, Costco doesn't book airfare separately, and without a new booking through them, the credit is useless. Two other families we traveled with received an email from Costco on February 8, notifying them that they would be refunded by Delta Airlines. Surprisingly, we did not receive this email, and Costco has not explained why we weren't eligible for the refund like the others. I've been in touch with a customer service representative named Josh, who has been looking into the matter, but I haven't received an update in weeks. We're frustrated and just want the $2,[redacted].24 refund owed to us under reservation C[redacted]52, like the other families.

Hello, I am seeking assistance regarding a flight I booked through Costco Travel to Disney World last summer that I had to cancel due to COVID. Although I received credit, I am unable to travel before it expires as my children are not yet eligible for vaccines. I am kindly asking for help in extending the deadline for my travel credit. I am a school employee who has been saving for years to take my kids to Disney. They were heartbroken about the cancellation, and I cannot afford to lose this credit. I have been in touch with Costco Travel and United, and both point fingers at the other. Any support in resolving this issue would be greatly appreciated. Thank you, E.J.

Hello, I am reaching out for help regarding a flight I booked through Costco Travel to Disney World, which I had to cancel last summer due to COVID. I am grateful for receiving credit for the trip, but as vaccines are not yet available for children, I won't be able to travel before the credit expires. I am kindly asking for assistance in extending the deadline for my travel credit with Costco Travel. I am a school employee who has been saving for years to take my kids to Disney. They were heartbroken when we couldn't go last year, and I cannot afford to lose this credit. It appears there are some complications between Costco and United Airlines, each directing me to the other for help. Any help you can provide would be greatly appreciated. Thank you, E.J. [redacted]

Dear Concerned Party, I am reaching out to seek assistance related to my booked flight via Costco Travel to Disney World that I had to cancel last summer due to COVID concerns. I am grateful for receiving a travel credit to preserve the funds, but as vaccinations for children are pending, I am unable to utilize this credit before it expires. I kindly urge for support in extending the deadline for my travel credit through collaboration with Costco Travel. I am an educator who has saved diligently to fulfill my children's long-awaited Disney trip. Their disappointment from last year's cancellation was immense, and I am determined not to forfeit this credit. I seek your aid in advocating to extend the credit's expiration to August [redacted], as I wish for my children to be vaccinated before embarking on this journey. As a school employee, my travel opportunities are limited to the summer break. I strongly hope for my children to experience a safe and enchanted Disney summer, especially considering their academic challenges. Your help in making this dream a reality is immensely appreciated. Warm regards, E. Johnson

I am currently working with United Airlines to request a refund for a canceled trip due to Covid-19. Last October, I had booked a trip to Hawaii scheduled for April [redacted] (Confirmation #: C[redacted]45), which was canceled. I received a $1,[redacted].82 flight credit from United. I rebooked the trip for October [redacted] (Confirmation #: C[redacted]12) and used $[redacted].30 of the credit, leaving $[redacted].52 unused. United later canceled the October flight and offered a full refund, including the $[redacted].30 used from the credit. Due to Covid uncertainties, I decided to cancel the October trip. United is requesting the travel certificate number or reservation/confirmation number used for the rebooking. I believe this refers to the certificate or number issued by United when I canceled the April trip, which was used for the October booking. I have attempted to contact Costco several times without success. I kindly seek assistance in resolving this matter to obtain the remaining refund. Thank you for your help. - Debra S.

I have a trip scheduled through Costco Travel to Sonoma next week. Upon trying to call their customer service line, I was left on hold for an hour before experiencing dead air. I am seeking guidance on how to obtain boarding passes, ensure the car rental desk is informed of my arrival, and confirm my hotel reservation details. I am feeling frustrated by the lack of communication and support, especially considering the cost of this vacation during the pandemic. As a first-time user of Costco Travel, I was hoping for some reassurance and step-by-step instructions. Additionally, I would like to know the appropriate number to contact in case of any issues during my trip, as the provided helpline has been unresponsive.

During my recent trip to Mexico from June 14-18, I encountered an unexpected flight change that significantly impacted our plans. Originally scheduled for a direct flight from San Diego to Puerto Vallarta, the itinerary was altered to include a layover in San Francisco, doubling the flight time to over 6 hours. This led to us arriving at our hotel late and missing out on our planned activities for the day. The frustrating part was not being informed of these changes by Costco Travel in advance. The return journey had a similar experience, further adding to our disappointment. The lack of communication regarding the flight alterations until we reached the airport was quite inconvenient. Membership Number: [redacted]