Review Time
We rented a car for a week in Florida through Costco travel. They found me a good deal through Budget or so it seemed $345.82 for 7 days.Well not really, the bill came to $712.82 I did not need any of the extra services like gas at the end of the trip or insurance. Both of which I made very clear at the time of picking up the car. And I had proof by taking a photo go the gas gauge, mileage and time at drop off. And a call to my insurance provider at the time of pickup of the vehicle. Yet I was billed anyway. I asked for help from Costco travel to correct this and got at to bad for you, you signed the contract.The fact that I was not informed that I was signing for services I neither required nor used is of no concern to COSTCO.
Good morning, I hope you can take a moment to let me explain how poorly my wife and I were treated recently by a rep at Costco travel. I realize that this might not be the correct avenue, but I simply could not find any contact info for Costco travel without calling, which has already proved a huge fail. We just returned from a cruise on Celebrity which we booked through Costco travel along with three other couples. Costco travel has always been a great way for us to book our trips. When we signed up for this cruise, we were all offered what was called I believe an Elevate program where we were supposed to receive the upgraded drink package along with extra on board spending. The other couples on our trip received this, but for whatever reason when we boarded we found out we did not. It would not have been such a huge deal except for the way I was treated by the reservation specialist, Christine, who was probably to worst, nastiest, and most unhelpful person I have ever dealt with.I called the service number from aboard ship. A young lady, Tina, tried all she could to help us but was not able to. After an exhausting hour she said she would transfer me to her supervisor. When Christine got on the line, she did not say Hello this is Christine, how can I help you. She simply said hello in a miserable voice. I had to explain to her the entire situation again, and her response was that they could not pull up the phone call we booked on since we booked over a year ago and they could not go back that long so she did not know what was said. She admitted that our friends got the upgrades, and we did not. I asked her if she thought that perhaps I TOLD THE BOOKING AGENT THAT WE DO NOT WANT THE FREE UPGRADES, and believe it or not her response was IT'S POSSIBLE. At that point I knew that we would get nowhere. I asked for her ID info so when I got back I could mention her in my complaint and she flat out refused to give out her contact info. We enjoyed our cruise, but there was a bit of a negative aspect with the way this lady dealt with us. I am hoping that there is a tape of this call for all to listen to on how to not treat a pretty good customer. thank you for listening.
Terrible car rental. Enterprise Rentals did not have the booked 9 seater ready although I had booked it two months in advance. Waited 1hour for them to hire from an alternative source. For a start booked an automatic due to an operation on my leg. provided a manual drive. Upon reaching my destination checked the paperwork only to find out the vehicle provided was a different registration number. Rang Enterprise out of hours. Assured I was insured to drive the given vehicle to be confirmed the next morning. No one had the curtesy to ring. Booked this vehicle for my daughter’s wedding. Needless to say a very stressful experience and service from Costco Travel and Enterprise their partners in crime. 😒
We decided to book with Costco travel for our trip to Disneyland. We booked ourselves and our 2 sons families because of the "bonus of $145.00 gift card (to be used in Disneyland) for each family. When we arrived we all tried to find where Costco travel put our gift card. We looked so hard to try to find our gift cards to no avail. When we got back home, I called Costco Travel and explained our situation. The customer service person said "we have had this complaint before". She explained where it was hiding. I asked her if could we still use it? She said "yes but only on the Disney online store". I looked at the site and decided I would get back to it when I caught up from our vacation. When I went back to it.....it was gone!!! Again I called Costco Travel and was told "Yes, they do disappear" The Costco rep never explained this to me. She gave me an email to explain our situation and they would get back to me. It's now been over two weeks and no word yet. I called Costco Travel and they said "Just keep waiting, they have a lot of these to settle". Wow really Costco Travel I believe you are deceiving people of their gift cards. Put a new heading for your gift cart right up front so everyone can find it while still at Disneyland. I'm sure many other people have had this problem and Costco does nothing to fix it. Poor practices and service.
We normally have very good things to say about Costco, but after our recent trip we planned with them….. we are extremely disappointed. We were planning our honeymoon and thought it was would be great to book our first trip to Europe through Costco as we were novice travelers. We were nervous about where to visit & which hotels to stay at, so we figured since Costco had sent multiple people on this trip that we would be all set. This was not the case….. Unfortunately, our trip started off on a bad note with our departing flight getting delayed several times. We unfortunately then missed our connecting flight to Scotland. We attempted to call Costco Travel to get assistance getting a new flight to Scotland, but Costco said they were unable to assist and deferred us to the airline. We ended up spending 3 hours on the phone with United Airlines who told us they were unable to get us to Scotland…. We took matters into our own hands & ended up booking a new departing flight through a different airline. We then had to take a $300 uber from the Philadelphia airport to Newark, NJ (and recheck our luggage) to then finally make it to Scotland. All of these expenses being additional to what we had already paid for the trip. Luckily, once we made it to Scotland, our hotel was accommodating and let us check in a day late. They were unable to give us a room voucher for the first date we missed because Costco had already been billed. When we tried to call Costco to see if we could add the missed night onto the end of our trip, they advised us to discuss this with the hotel, as they said they were unable to assist. Luckily, the hotel, the Chivel in Edinburgh, was extremely kind & accommodating as it was our honeymoon & allowed us to book a night at the end of our trip for a reduced rate. This, again, being another cost we had to endure. After our stay in Edinburgh, we got into our rental car and headed to our second destination, Dundee. While we had a beautiful ride to Dundee, the town itself was not anywhere anyone would want to stay on their honeymoon. It was full of graffiti with several homeless people on the corners. It had none of the charm or elegance Edinburgh had had. The hotel was kind of clean and very dark. Given the the run down town and dark hotel, we opted to leave Dundee and drive to St. Andrews. We did not feel safe being out in the town past dark with the types of people we were seeing out during the day. After we drove to St. Andrews, we found a lovely, clean, elegant hotel and decided to yet again, eat the cost of the new hotel. We were so frustrated with Costco at this point that we did not even want to try to waste our time on the phone with them because they hadn’t been able to help with any of of issues throughout the trip. We ended up spending $2,500 more than we anticipated secondary to delayed flights, transportation and new hotel rooms. To say we are frustrated would be an understatement. My husband and I will never use Costco Travel or recommend it to anyone, again. This trip would have been much more affordable and easier to deal with complications if we would have booked everything on our own.
*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.
Costco Travel broke its promise, Princess is heartless, but Delta is generousIn late 2022, my wife and I booked an 11-day Alaskan cruise-tour for September 6-17, 2023. The Costco Travel package included a riverboat cruise, a nature walk, and 4 overnight stays during the initial 4-day land portion from Fairbanks to Anchorage. On the 7-day cruise from Anchorage to Vancouver, it included crew gratuities, wi-fi, and a beverage package. In addition, the package included a $425.00 digital shopping card for use in Costco warehouses and online.By June 2023 the total amount had been paid via our Costco Citi Visa card: $6,004.00 (cruise-tour fee for two) plus $574.82 (various port fees and taxes payable on our behalf by Princess). We were scheduled to begin in Fairbanks on the morning of September 6, 2023. We had arranged our own airfare with Delta from our location to Fairbanks on September 5 and from Vancouver back to our location on September 17.In mid-August, one of us developed a condition that made it impossible to leave home for any kind of travel. We hoped that medication would bring the symptoms under control prior to our trip but it did not.Early on September 5, I called Costco Travel and explained why we would have to miss the trip. The Costco Travel agent called Princess and was told that neither a refund nor a credit for future travel would be issued. The entire cruise-tour fee of $6,004.00 was retained by Costco Travel/Princess. The port fees and taxes were returned only because Princess would not be paying those pass-through fees on our behalf.I also called Delta and explained that we needed to cancel our flights. The agent was very understanding and, within a couple of days, Delta credited full refunds back to my charge card.The tour information from Costco Travel stated that the $425.00 shopping card would be issued approximately 10 days after the beginning of our trip. When it didn’t arrive after two weeks, I searched the web site and was surprised to discover a Q&A saying that no card would be issued if we did not physically travel.I filed a claim online with Costco Travel requesting the shopping card and never got a response of any kind. After a couple of months, we brought this up with customer service at a Costco warehouse. The agent said she understood and would work with Costco Travel to try to get the digital shopping card. She also suggested that the Costco Citi Visa had trip cancellation insurance for anything paid with the card. I discovered that feature had been terminated some time before we paid for our cruise-tour. At this point, I have given up on trying to work with Costco Travel and am writing this review.In my view, Costco Travel should have issued the digital shopping card whether we were physically on the tour or not. Costco Travel/Princess got the exact same cash from us as if we had been on the ship. Between the two of them, there actually were some financial benefits from our absence: no food served, no hotel or cabin cleaned, and no beverages consumed. By taking back the shopping card, Costco Travel unfairly reneged on its promise and profited an additional $425.00 at our expense because of a situation over which we had no control.My advice is to book your own airfare and never use Costco Travel. The one-star rating is one star too many!
It’s so ridiculous that I’ve been a Costco member for more than 20 years and decided to use travel for the first time and got completely cheated and duped by Costco. They sold me a package I Gard Cayman Hyatt and the incentive was a $60 a day spending credit. Sounds fine ha? Low life scum bags need you to spend $1000 per day on Cabanas in order to get the $60 credit. If that is not cheating and deceiving I don’t what is.
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