I booked a flight to Maui leaving from San Antonio and paid $1,200 extra per ticket for a first class upgrade. Our outbound flight was cancelled and we were re-routed to Maui via Salt Lake City and Seattle in coach.
I contacted Costco Travel and requested a refund of 1/2 the upgrade cost since we flew coach all the way to Maui. Since I had purchased 2 tickets I expected a refund of $1,200. 7 weeks later Costco called me and offered $385. I refused and did some investigation - it turns out that Costco buys the tickets in bulk at a huge discount from Delta and sells them at a big profit, which is fine.
But they are only willing to refund the price they paid Delta and the price I paid them! If I buy a TV from Costco for $1,000 that didn't work I know they won't tell me they only paid $300 for it wholesale and it's not their fault it doesn't work so I only get $300 back.
That is exactly what Costco travel is trying to do to me. I did not however, have to wait more than 5 minutes on any call to speak to an agent and am still trying to resolve this issue.
Product or Service Mentioned: Costco Travel Flight Booking.
Reason of review: Return, Exchange or Cancellation Policy.
Monetary Loss: $1200.
Preferred solution: Full refund.
I liked: Aston at the whaler.
I didn't like: Delta airlines.