Alexsys Nph
map-marker Chicago, Illinois

C45120****, confirming ground connection in Paris

Costco Travel - C45120****, confirming ground connection in Paris

On November 10, ground transportation say from CDG Airport instead of ORY. Trying to confirm that the ground transportation is not leaving from CDG instead of ORY on the 10th of November.

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Army1SSG

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Poor Customer Service

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Costco Travel - Poor Customer Service

When we purchased the packet we were told we had time to make changes, but when we tried to make adjustments we found out that this was the furthest from the truth. The last manager that I had contact with in reference to these issues advised that they would forward it to upper management.

Purchased the tickets on February 3rd, 2023, by February 21st we were asking to make changes to travel and were hit with a roadblock. Every time they told me that it was not possible, I reached out to their vendor and they advised that it was and that Costco needed to contact them.

Please see the communication that I had with the last manager (which is still ongoing). I have removed the contact information.

Sent on April 24th, 2024

Good Afternoon Kristen,

I was just following up, it has been 3 weeks since you sent the message.

Thank you

On Tuesday, April 2, 2024, 1:14 PM,

Hello Robert,

I wanted to reach out and let you know that my management team is reviewing this, and I will follow up with you shortly.

Thank you,

Kristen| International Supervisor

Sent: Saturday, March 16, 2024 8:04 PM

Subject: Re: Confirmation # 43588****

Good Evening Kristen,

I hope this email finds you well. I am writing to express my firm disappointment with the service I have received regarding my recent attempts to amend my travel arrangements.

Despite my concerted efforts to rectify the situation, I have encountered significant obstacles, resulting in unnecessary inconvenience and financial strain.

To provide context, despite my repeated attempts to adjust the dates of my rail transportation, I was met with persistent challenges and unhelpful responses from your representatives. Despite the assurances provided in previous communications, I found myself unable to make the necessary changes within the stipulated time frame, leading to considerable frustration.

Moreover, the lack of clarity and consistency in the information provided by your team further compounded the issue. Contrary to what was initially communicated, I was only informed after the expiration of the specified period that I could seek assistance directly. This discrepancy reflects poorly on the training and effectiveness of your staff in handling such requests.

Notably, the dismissive attitude displayed by a supervisor named Chris during a previous interaction was particularly disheartening.

Their apparent unwillingness to explore viable solutions beyond the status quo was both discouraging and unacceptable.

Furthermore, the repercussions of this service failure extend beyond mere inconvenience. As a direct result of my inability to adjust my travel dates, I have incurred substantial additional expenses amounting to three thousand dollars for my reservation to Disney. This significant financial burden could have been mitigated had I been afforded the opportunity to modify my arrangements in a timely manner.

In light of the above, I am formally requesting an escalation of my concerns to upper management for their urgent attention and resolution. It is imperative that steps are taken to address the systemic issues underlying this disappointing experience and prevent similar occurrences in the future.

I appreciate your prompt attention to this matter and look forward to a swift and satisfactory resolution.

Sincerely,

Robert

Help Rail Europe

From:help@***.com

Wed, Mar 13 at 2:03 PM

Hello Robert,

I am sorry for the inconvenience this scenario might have caused you.

Please be informed that your London to Paris journey tickets were only exchangeable 14 days prior to the train departure date and are now non-exchangeable as per the fare conditions stated below:

Exchanges: If ticket not used, exchangeable up to 14 days before departure.

Thereafter, no exchange allowed.

However, you can get in touch with your travel agency and advise them to refund and rebook new tickets with the correct/desired train departure date for you.

Your tickets are refundable as per the fare conditions stated below:

Refunds: If ticket not used, refundable up to 14 days before train departure date. 50% refundable from 13 days up to 7 days before train departure date. Thereafter, no refund allowed.

On Saturday, March 16, 2024 at 05:58:22 PM EDT, Kristen wrote:

Hello Robert,

I apologize for the delayed reply, I am off on Thursday and Friday. I see that you called in today and made some changes to your hotels.

I wanted to reach out in case there is anything else you needed from me; I am happy to give you a call.

Thank you,

Kristen| International Supervisor

From: Robert

Sent: Friday, March 15, 2024 1:36 PM

To: Kristen

Subject: Confirmation # 43588****

Good Afternoon Kristen,

We spoke earlier in the week about my trip. Can you please give me a call as soon as possible?

I need to make changes to our hotel reservations. In addition, I would still like to file a grievance about my whole experience outside of you.

Thank You

Robert

View full review
Loss:
$3500
Cons:
  • Transportation from airport to hotel
  • Lack of communication

Preferred solution: Some type of compensation for the lack of customer service that caused me to send extra monies to have an enjoyable vacation

User's recommendation: If you are to use them, be careful on the purchase because they do not stand behind there words.

Maria S Lxq

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Verified Reviewer

Complaints about my trip

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Costco Travel - Complaints about my trip
Costco Travel - Complaints about my trip - Image 2
Costco Travel - Complaints about my trip - Image 3
Costco Travel - Complaints about my trip - Image 4
Costco Travel - Complaints about my trip - Image 5
Costco Travel - Complaints about my trip - Image 6

First of all, my sister-in-law and I were promised to have adjoining rooms. We were in two different towers and then had to wait until the concierge put us on the same floor.

Then, the AC was leaking water all over the floor. Bits of drywall were falling down.

Furniture in the room was broken. And there were dirty towels and dishes in the hallway.

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Loss:
$3

Preferred solution: Price reduction

User's recommendation: I would book with some other travel agent

Mary S Smc

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Verified Buyer
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Verified Reviewer
| map-marker Fort Lauderdale, Florida

To inform people about costco travel horrible service

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To inform people about costco travel horrible service

I rented a car from enterprise rent a car through costco travel online 2 weeks prior to desired date. I received a call from enterpirse at 8am on the day I was supposed to pick up my car to make me aware if the fact they did not have a car available anywhere in south florida.

No one at costco travel nor corporate was able to help me get a car even though I had a rental agreement.

Please don't use this third party costco travel and stay away from enterprise rent a car. Very rude and unprofessional representatives.

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User's recommendation: Don't use costco travel or enterprise rent a car

Chantee Heq

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Verified Reviewer
| map-marker Oklahoma City, Oklahoma

Cancel rental car

Our Flight is significantly delayed - have to drive instead so do not need rental car. Would like to cancel please if possible.

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Anonymous
map-marker Mexico City, Mexico

Terrible experience

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This is not a travel agency its not even good at copying countless other outlets that are travel oriented. I am a paraplegic and have global entry and pass id for a reason.

So when the Costco travel agent misspelled my name and did not check my passport I nearly missed my first flight as the incompetent agent I called from the airport struggled for over 30 minutes to correct my name in their system just so I could board the first flight. Sadly her changes did not involve filling in the KTN or passid on the corrected ticket. This caused me to be rejected for pre check at TSA. That resulted in TSA tearing my power chair to pieces and finding nothing in it.

So much stress that Ihave never experienced booking several trips with other websites. Dont bother with the Costco incompetence. There are way too many competitors that do a much better job with their customers.

Its nice to shine when everything is going your way and collect good reviews. The value of a true travel agency or website outshines the joke that is Costco travel when things go wrong

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User's recommendation: Use anyone but Costco travel for a trip with no surprises.

Army1SSG

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Verified Reviewer
| map-marker Coral Springs, Florida

Lack of Customer Service

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Costco Travel - Lack of Customer Service

I have sent the following email to the manager. She contacted me once since returning from vacation to advise upper management was reviewing, but this has been going on for over two months.

I am writing to express my firm disappointment with the service I have received regarding my recent attempts to amend my travel arrangements.

Despite my concerted efforts to rectify the situation, I have encountered significant obstacles, resulting in unnecessary inconvenience and financial strain.

To provide context, despite my repeated attempts to adjust the dates of my rail transportation, I was met with persistent challenges and unhelpful responses from your representatives. Despite the assurances provided in previous communications, I found myself unable to make the necessary changes within the stipulated time frame, leading to considerable frustration.

Moreover, the lack of clarity and consistency in the information provided by your team further compounded the issue. Contrary to what was initially communicated, I was only informed after the expiration of the specified period that I could seek assistance directly. This discrepancy reflects poorly on the training and effectiveness of your staff in handling such requests.

Notably, the dismissive attitude displayed by a supervisor named Chris during a previous interaction was particularly disheartening.

Their apparent unwillingness to explore viable solutions beyond the status quo was both discouraging and unacceptable.

Furthermore, the repercussions of this service failure extend beyond mere inconvenience. As a direct result of my inability to adjust my travel dates, I have incurred substantial additional expenses amounting to three thousand dollars for my reservation to Disney.

This significant financial burden could have been mitigated had I been afforded the opportunity to modify my arrangements in a timely manner.

In light of the above, I am formally requesting an escalation of my concerns to upper management for their urgent attention and resolution. It is imperative that steps are taken to address the systemic issues underlying this disappointing experience and prevent similar occurrences in the future.

View full review
Loss:
$3500
Pros:
  • Pricing and options
Cons:
  • Lack of communication
  • Customer service

Preferred solution: Some type of compensation for the extra money that I had to pay due to lack of assistance from your representatives.

User's recommendation: Even though they can setup a good international hotel and transportation from airport to the hotel and back to the airport. They provide some discounts on touring, but that is it! They state that they will help, but once the sale is made good luck on any other help. Had to book my own air transportation because there's was inconvenient and more expenses. Do your own research and booking it will save you a lot of time and money.

Bretr J

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Verified Reviewer

Stranded in a foreign country

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Costco Travel made a reservation on my behalf, but when I showed up at the car rental place in Spain, they had no cars. It was a mid-sized town and transportation options were very limited.

Costco Travel's support doesn't open until 2pm European time. When I finally got in touch with them, they 1) acted like they could care less, and 2) took no responsibility.

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Loss:
$1200
Cons:
  • Very poor customer service

Preferred solution: Apology

User's recommendation: STAY AWAY FROM COSTCO TRAVEL

Savion B Lti

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Verified Reviewer

Dissatisfied and Disappointed

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I will never use Costco travel again and suggest that anyone traveling overseas avoid using this agency.

They booked my wifes name incorrectly on the airline ticket and never became aware of the issue until I found out the morning of our flight. The hassle this caused cant be described in such few words.

They were totally unable to help and I had to spend 8 hours with the airline to fix their mistake. We missed our flight and an entire day of our trip.

I tried to work with costcos customer service to get some sort of compensation for our trouble. After emailing back and forth and spending hours on the phone explaining to multiple agents what happened over a period of 2 weeks they offered me a $50 shop card I felt offended and honestly a little disrespected.

They have terrible customer service. Terrible agents, and everything is lip service.

I would have saved money, time, and a whole lot of headache had I booked this trip myself. Never again!

View full review
Cons:
  • Expensive
  • Bad customer service
  • Bad value

Preferred solution: Apology

Siyah Rxj

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Verified Reviewer

Train Wreck on Checking In (and went down hill from there...)

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We trusted Costco. The name, the brand, the overall vibe of Costco.

However, we will not book travel again with them ever again. No reason to go into the plethora of issues that began as soon as we landed in Cabo, but trust me, we really needed to get a hold of them and quick!

We called the number provided on our itinerary at 6:00PM (was a weekday) and even though the contract said they were open until 7:00, we got the "we are closed, normal hours are" blah blah blah...

So the 6+ hours of frustration we had trying to fix many issues with the hotel were just wasted time. A really expensive waste of time.

We won't be back.

View full review
Loss:
$500
Pros:
  • Name regognition
Cons:
  • Name regognition

Preferred solution: Educate and warn others.

Panko C

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Verified Reviewer
| map-marker Lihue, Hawaii

Total ripoff

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They sent me to hotel with no AC and bugs in the sheets. Stay away and don't waste your time or money

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User's recommendation: Stay away

Mikiyah Rto
map-marker Rodeo, California

Reclam

Reclamo por la mala atención y falta de Lille a del hotel y no me dieron la habitación por la que pagué

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Jolena N

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Verified Reviewer

"Read the small print"

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Used Costco Travel's search engine to find an all-inclusive dream vacation to St. Lucia.

Except their programming was wrong and the resort selected was NOT all inclusive. The phone number provided by Costco Travel for out of the country issues was not in working service. Upon return from vacation (with a large unexpected expense for food and, to be fair, the first ever vacation that I've lost weight on), we contact Costco Travel to have them tell us that we should have read the small print. Wow ...

for a company that prides itself on customer care, this was not that. I will never use them again, and I will scream loud and far for all to hear me - they shouldn't use them either!

View full review
Loss:
$1300
Pros:
  • Lots of options
Cons:
  • Have to be extremely careful and do your own homework

Preferred solution: Price reduction

User's recommendation: Use someone else

Travel Agencies Expert Talks

Travel Tips: Airbnb VS Traditional Renting

Travel Tips: Airbnb VS Traditional Renting

Oct 30, 2020

Is it safe to rent from local vacation rental owners? What are the pros and cons of Airbnb and VRBO? In this video, Mary Branum, a vacation rentals expert, and experienced homeowner, shares her insights as to how vacation rental owners can maintain good clientele, how consumers should plan a vacation, and how to protect yourself.

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Mary Branum
Mary Branum

Mary Branum is a vacation rental expert, owner of Galveston Island and President of STROAG.

Anonymous
map-marker Piscataway Township, New Jersey

To file complaint on money didn’t get back

We want to upgrade our rooms and paid extra $400 to hotel Paradisus.but after looking at the rooms we immediately cancelled our up gradation but the hotel didnt refund our money back

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User's recommendation: Don’t go to this resort

Livan Axg

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Verified Reviewer

Very disappointed!!!

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I'm really disappointed with Costco Travel. I don't want to give even one star.

Their handling of the issue has left me frustrated. When I spoke to a supervisor, it was clear she needed better customer service skills. I know her name, but I am not going to mention it here. Within just three days of booking, the price shot up, and despite my polite inquiry about a possible adjustment, they refused.

I even asked about using Costco gift cards, but that was a dead end too. Spending over $7,000 on this trip, the $200 difference might not seem huge, but who would be happy that the price went down and you're not going to get that money back within only 3 days of booking. Their poor handling of the situation has left me thoroughly dissatisfied with their customer service.

It wasn't just about the $200 difference anymore; it was about their way of dealing with the customer. I won't be using Costco Travel again.

View full review
Loss:
$200

Preferred solution: Price reduction

Briceson Ugk

Customer service need help

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The customer service person by the name of Atylan was extremely helpful. She was able to help me with my travel arrangements. I was truly grateful, yes.

View full review
Pros:
  • This is my 1st time using costco travel

About

Related Companies

Costco, Costco Canada, Innovel Solutions, Kirkland Signature, Costco Pharmacy

Summary

Costco Travel is a tourist company providing its customers with vacations, theme park and other holiday specialties. It also offers its customers car rental. Thus, the company provides various vacation packages and additional vacation options. Vacational destinations offered by Costco Travel include Mexico, Fiji, Hawaii, and Tahiti, etc. Among vacation options, there are guided vacations such as Trafalgar and Adventures by Disney, theme parks (Disneyland, Universal Orlando, Walt Disney World) and so on. Costco Travel sells cruise of such cruise lines as Crystal Cruises, Disney Cruise line, and Viking River Cruises, etc. The company is based in Seattle, WA.

Costco Travel reviews and complaints

Costco Travel is ranked 99 out of 1477 in Travel Agencies category

Area Served

USA, Other, Canada

Payment Methods

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