*This review is only based on customer service as our vacation isn’t for another month.Our American Airline flights booked through Costco Travel changed drastically. As in we now ended up having an overnight layover AND one of our flights got cancelled altogether (so we would have been stranded in Cancun). I contacted Costco expecting them to issue a refund and we’d have to book new flights ourselves, but the customer service rep, Johnny, took amazing care of us. He was able to cancel our existing flights and book new ones for us. I mentioned we were traveling with two other couples, and rather than having them sit on hold for hours, we were able to make the same changes to their reservations (with their consent of course). He also suggested different transportation options to the airport so we didn’t have to sit in the airport for hours and hours before our flight. All in all, he took amazing care of us and made the situation way less stressful. Kudos to Johnny! Now, I am frustrated with Costco Travel (and American Airlines) that we were not notified of any changes to our flights. We just stumbled upon it when adding our passport information to the American Airlines app. It could have been disastrous since the flight from Cancun to our connecting airport was canceled.
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