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4.7
Updated by user Dec 04, 2018

Costco membership got involved and helped me in resolving this incident. They were able to get complete refund of the tickets from AA.com. I really appreciate Josh from the membership team going above an beyond to help us!

Original review posted by user Nov 29, 2018

I had a bad experience with Costco travel and could not get any positive resolution! My first time being so disappointed at Costco.

Air Travel on AA.com for round trip to SEA-MIA included at $2724 (3 tickets)

I booked the cruise package on 11/27 late evening at 11pm online on Costco Travel website. I booked air travel included in the package for $2700+ ($900+ per traveler)..that was the least expensive option Costco showed. Next day 11/28 late evening at 10pm, I checked online and found a direct non-stop flight on AlaskaAir and $200 (instead of $454 on AA). It was less than 24 hours of air booking and as per FAA regulations all tickets can be cancelled within 24 hours (so long as travel in 2 days away). We were within that policy. I tried Costco travel, you were closed at 9pm and t no after-hours number. I tried American Air but they could not cancel since it was a Costco travel booking.

I spoke on 11/29 at 7am with Costco travel agent Tyler, his supervisor, Fabian, and Stacy. No one could help us โ€“ standard company response โ€˜airfare in non-refundable and canโ€™t helpโ€™

My two other friends who booked the same cruise with Costco on the same sailing but booked air with Expedia/Orbitz were able to cancel and rebook the fares a saving of $250 per ticket!

I got stuck because of Coscto Travel being closed, no online option to cancel the airfare. I feel cheated by Costco Travel and American Air.

Can you please help me with a formal complaint and resolution?

Reason of review: Return, Exchange or Cancellation Policy.

Location: 1605 NW Sammamish Rd #310, Issaquah, WA 98027, USA

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