Costco Travel Canada

Vacations have a lot of emotions and excitement to celebrate your special days with friends and family.
I have been an executive member of Costco for the last 7 years. As costco customer service is always excellent and they care for their customers.

With this experience in mind, First time I have booked a New Year Eve vacation to Planet Hollywood Cancun Mexico from Dec 29th to Jan 3, 2024, with my 2 other friends.
Initially, Westjet delayed our flight 3 times and then canceled. We got a new flight, and we landed cancun on Dec 30th, and Westjet did our return on Jan 4th, 2024, instead of Jan 3rd as per the actual booking.
We called Costco customer service to update the changes due to Westjet and asked them to compensate our paid unused night of Dec 29th for Jan 3rd as per our new flight schedule. I was thinking it would be an easy change, but who knows, we have to deal with pathetic costco customer service.
We called many times and tried to reach out to a costco representative after waiting over 30-40 minutes waiting. Told them our situation and what we are looking for, but they listen and pass our call to one agent and then another and then another.

Finally, I reached a representative named Justin, told him our same situation story, and that guy hanged up my call and didn't even bother to call back.

This was worse.
We spend half of our vacation time dealing with customer care, who expected vacations like this.
We simply asked Costco to adjust our Dec 29th stay to Jan 3rd 2024 because the hotel manager said they have availability and your travel company has to send a confirmation email to change the dates which Costco did nothing about it. We paid $1100 CAD for an extra night.
Now, we are seeking a reimbursement for the Dec 29th night and a fair compensation to damages which costco has done to our vacation.
I strongly never recommend anyone to book through costco and spread my word to every single person one known of me.
If someone in Costco really care their customers, I am expecting a call back with a solution of how Costco is compensating for us.

We booked a flight and hotel package through Costco for Mexico. We had never seen the seats and I phoned both Costco and the Airline 2 months ago wondering how we get our seats.

Both Costco and the Airline said it was not their responsibility. I went on line a month ago and I was not able to book seats. I called Costco today 8 days before we leave and asked again. Costco said they couldn't make the seat selection and we better contact the Airline.

I went online and 3/4 of the plane has been booked but I was able to get 2 seats but then found out we were being charged for the seats.

We paid a lot for our trip and Costco were not upfront about any of this. We chose Costco over booking directly with the airline as we thought the whole package was being looked after...WRONG.

We will never book through Costco again and will definitely be telling people about this experience.

We booked our honeymoon trip to Hawaii through Costco Travel. Even though we received the confirmation letter from Costco, when we got to Oahu, we were told that there was no hotel reservation, we had to pay as a walk-in guest to get a room.

Next day I called Costco 5 times and on hold for at least 1 hour each time, still no answers. I had to call their reservation line and was told that there is nothing they can do, I had to keep the receipt and file a claim.

So I did once I got back home, now it's been almost 2 months, I called about 3 times while waiting, every time they told me to wait a bit longer, last time I called, they told me they haven't started the case yet, I still need to wait. I can't believe this is Costco standard service.

I called the customer service a couple of time, web site and app were in trouble. Each time i called, i asked for service in french, and the people there could hardly speak french.

They told me that their app was regularly in trouble and they could do anything for me, that i should go thru their web site.

Same problem..

I told that i have tried to book yesterday, i couldn't because of their app in trouble, and now, price have raised, they couln't do anything for me because they can't garantee prices. I told them that i would have to pay a higher price because THEIR app was in trouble, and they could not do anything for me ???

Costco travel, the business where i feel as a member, that the client doesn't come first...

Aloha,

We have just returned from our Wonderful Trip to Hawaii. The Waikiki Beach Marriott Resort was fabulous, the location, the staff and the value was amazing.

This was our first time using Costco Travel & we would definitely use you again. A special Thank you to Zachary who helped us immensely and Val.(Supervisor) They both were amazing and helped us alot!

The only negative comments would be having to hold for over 2.5 hrs while changes were made on our booking. It is too bad that you can not call us back! Also we found with the connecting flights you offer, there is not enough time to get off the plane and get to the next flight.

I think with Covid protocols and airports being short staffed and security it does make it challenging to do in less than 1 hr from the time you land and take off especially for us going from a domestic flight to an international flight!.

When we were about to board our flight to Calgary there was a delay & luckily for us the agent at the gate was on the ball and knew we would not make our flight to Hawaii from Calgary so she quickly got on the phone had our luggage pulled and booked us on a direct flight to avoid traveling to Calgary and missing our flight then having to make other arrangements there. It was a stressful experience to say the least, we then had to go to the basement of the airport, wait for our luggage to be pulled off the plane then go through the whole lining up and ticketing experience, customs and recheck our luggage!

When we arrived in Honolulu the shuttle service was running late and left 13 of us waiting for over one hour. We decided after our nightmare with connections we called you & we were able to get a direct flight for $430.78 instead of flying to San Francisco. We would have only had 1 hr to get off the plane that they had us seated at the back of and then switch to another terminal for an international flight, there is no way we would have made it.

Since the direct flight was leaving at 10:05 pm we ended up paying $194 us to keep our room longer since the flight was so late at night. So we did end up spending $630 more than we expected to change to a direct flight. Also you offer a free cabana but I guess the hotel had a busy week and we could not get a reservation, we were on a list for a cancellation but nothing opened up, disappointing.

Since we were traveling internationally our shuttle was to pick us up at 7:00pm for a 10pm flight but our airline recommended 3 hrs in advance so I called & we moved our pick up to 6:30 & after all the pick ups along the way we arrived at 7:30 pm it was cutting it close!

All in all it was a great getaway, your price was well worth it along with the perks of a hotel credit & your Costco gift card it was well worth it but to be honest I dont think we'll ever book connecting flights again unless it was at least a 2 hr layover, so not worth the stress! We realize this is not in your control and so many things an impact delays but I think you should look at the layover times because I am sure others have missed these flights as well.

Thank you for the wonderful memories.

Kind Regards

Debbie & Aldo

After nearly four years of no vacation, today my husband and I sat down to plan a celebratory trip, to Mexico. We'd done our homework and settled on a particular hotel in Puerto Vallarta and set to planning.

However, after hours of attempting to complete the online form, there was one particular line that wouldn't allow us to press that "submit and pay" button. We were so frustrated, beaten, but noticed a 'help' telephone number on the right-hand side of the form. On the negative side of things, I have to admit we've never really been helped in matters of this kind. However, today was the exception.A call for help was answered by the most delightful Costco travel representative, Petronella.

She was not only helpful, but delightful, competent, asked the right questions and within a very short period of time Costco Travel had our down payment, our hotel of choice confirmed and a direct Victoria to Puerto Vallarta trip there and back confirmed. It is rare to enjoy the efforts of such a competent young lady, and I write to say thank you once again for actual help on the Costco travel help line.User's recommendation: Call the help line if Petronella's there.Costco Travel Pros: Help line truly a help line.Location: North Saanich, British Columbia

Need help with my future cruise booking. Somethings you cannot do online unfortunately.

Costco Travel agents used to be prompt and courteous since a few months the agents hang up on you after you have waited well over an our. They should update their website so that a customer could have complete control over their own booking including cancelling a cruise. The website makes you access your booking but will only make you view your booking or make extra payments it will not permit you to cancel it.

So here I am after sending a complaint email and trying for 3 days to get through to speak to someone.

I am very disappointed never expected this from Costco Travel. They used to be much more efficient.