Review Time
I have always viewed Costco as a special company that looks out for their members giving quality and vetting on behalf of their members. I am deeply disillusioned. I recently spent $12,000 on a vacation package, trusting that the 'Costco' name meant a premium experience, boy was I wrong, It did not. We paid extra for private transfers, from the airport to the resort, we were left standing on the platform for 70 minutes by their third-party vendor, W2M/BD Experience, waiting for our private ride. After researching, I discovered this vendor has a 1.4-star rating across multiple platforms. When I brought this to Costco Travel’s attention, I didn't receive an apology or a commitment to fix the service. Instead, their representative (Jessica) said that the 'Buying Team' offered no timeline for improvement, or to fix the service, (they don't care). Her response was essentially that they 'understand' if I take my business elsewhere. I'm very disillusioned with Costco! I won't use Costco Travel again!Member beware: The 'Costco Quality' you find in the warehouse does not exist at Costco Travel."
Costco is great, but that doesn't mean Costco Travel is good. Our flight from Toronto to Cancun was cancelled due to snow and rescheduled 2 days later; that is what WestJet does for us. Costco Travel refused to choose another company's flight and asked to pay out of pockets to change to other flights. The representative talks for two hours and get nothing done. Do not use Costco Travel.
We booked an Italy package via Costco as we did not have the time to book each city stay, trains travel etc. individually. Never heard from Costco other than the 2 emails regarding payment but was concerned 2 weeks before the trip when we still did not receive train tickets. They did not bother to inform us that they did not get the train tickets for the 1st leg of the trip so there was no way to continue the trip after reaching Rome.After several calls to customer service and being on hold for over an hour, we were told they will refund that amount and we need to get our own train tickets.We have used Costco few years ago(pre-Covid), the customer service now was terrible!!Do Not waste your money and time, they are not worth it anymore if you have an international trip !! Pick a professional travel agency or tours like Gate1 so you don’t ruin your vacation or pay all your money only to find out you have to book things yourself!!I regret not believing the recent Costco travel reviews on public forums but hopefully this will help someone else.
Costco Travel’s handling of my departure transportation was a complete operational failure. Despite written documentation stating that departure transportation would be confirmed by Destination Services, no confirmation was ever provided.On Christmas Day, customer service was inaccessible. Representatives gave contradictory information, supervisors were dismissive and repeatedly disconnected calls, and no written confirmation or provider details were supplied. I was falsely told transportation was unpaid and pressured to pay again.This lack of transparency, accountability, and support, especially involving international travel with a child, is unacceptable. Costco Travel failed to deliver what was contractually implied and emotionally harmed my family in the process.
We had the worst experience with Costco Travel. Before we canceled our upcoming RC cruise we were told by a Costco Agent that we would be getting a $1,200 refund. 3 weeks later I follow up only for Costo to tell me they are now not giving me the refund. I have probably spent over 20 hours talking on the phone to them. What a nightmare this process has been. Do not ever book with Costco travel! Only book direct!
We have used Costco Travel for a long time and have always been very satisfied with the service. Unfortunately, this experience was very disappointing. Although hotel transfers were included in our package, we were still required to pay cash for the pickup.I opened a case with Costco Travel but received no response for two weeks. When I finally called, the agent was rude and simply told me that it would take time and that I should not follow up until the refund appears in my account, as they were unsure how long it would take.
We are currently on a trip through Costco,Paris,Barcelona and Rome. I have to say so far so good. I have to commend the driver Wilfred who picked us up from Le Jardin Du Marais to the airport.Not only he’s on time but the conversation and service he gave us is excellent. Also Martin who picked us up from Barcelona airport to our hotel. Costco did really picked 4star hotels so far. I am very happy with our hotel in Barcelona and Paris which offers breakfast. I will do this again with Costco. Thank you 😊
I have been a loyal Costco member for years and have always trusted the company to stand behind its products and services. Unfortunately, my recent experience with Costco Travel has been deeply disappointing and inacceptable.I booked an all inclusive trip package through Costco Travel with the expectation of receiving the same level of integrity and customer support that Costco is known for. Due to circumstances outside of our control, we requested a refund. Despite explaining the situation clearly, we was told that I am not eligible for a full refund.15 of my family members bought the same travel package with Costco Travel to go to Royalton Blue Waters for a week in May 2026. Unfortunately, the devastation caused by Hurricane Melissa forced our resort to shut down until September 2026. When calling Costco Travel to cancel our package, they told us that it was not a package; and that they would not pay the modification or cancellation fees charged by the airline! Our receipt indicates that it is a package! The airline is charging a $200 fee per person to cancel or even modify this trip! Most of us are families of 4 people. $800 of charges is totally inacceptable given the circumstances and the fact that Costco Travel advertises it as a package! This is deceiving and misleading information to customers. What has been most frustrating is the lack of flexibility and the unwillingness to work with us on a fair resolution. I chose Costco Travel because I believed they would advocate for their members — not hide behind rigid policies when genuine issues arise. They could have offered a $200 Costco gift card per person to compensate for the airline cancellation/modification charges, but THEY DID NOT!I’m posting this review in hopes that someone from Costco Travel’s leadership team will see it and reach out. We simply want fair treatment and a reasonable resolution, consistent with the high standards that Costco represents. I would appreciate direct contact from someone who can actually review my case and help make this right.Costco, we really hope you can step up here. I want to continue recommending your travel services, but this experience has left us questioning whether you truly support your members when it matters most.#costcotravel
Absolutely Garbage. Booked a trip to Jamaica this year and after the Cat 5 hurricane, the hotel sustained severe damage and WestJet was cancelling flights. They even stated that they won't charge cancellation fees...but Costco gave me such a hard time and refused to cancel without penalty. It was $350.... You would think a multi million dollar company would absorb the $350 especially when WestJet literally stated on their website that they will waive the fees...but nope, they didn't care. Never booking Costco travel ever again.
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