Useless Costco service
Useless service. I booked rental cars twice. first time, I booked with Enterprise on the website and all was confirmed. Then I UBER'd to the rental facility only for them to tell me no car. I paid UBER fees for round trip for nothing. Second time, I booked with AVIS using Costco Travel and was also confirmed with Avis, after they collected my credit card data and other PPI info. When I called the AVIS office to make sure there's a car, again I was told no car is available. sounds like a data collection scam. Whats the point of this service other than to aggravate customers and cost us money and time.
M Bitar
Use Costco Travel and Zurich/Covermore Insurance with caution!
As with other reviewers here, we booked a package through Costco Travel to Jamaica prior to Hurricane Melissa devastating the island in October 2025. When the hotel closed until further notice, we called Costco Travel and cancelled the trip, after first confirming over the phone with Covermore/Zurich that our $200 per person airline cancellation fees would be covered by the trip insurance we purchased thru Costco. Despite verbal assurance over the phone and a trip insurance brochure featuring both Costco Travel and Zurich in the header that states “Protect travel investments and recover nonrefundable, prepaid trip costs if a trip is canceled for a covered reason. Covered reasons include: Named Hurricanes”, our claim was denied. The reason given was in the fine print of the policy that I only received after booking: 3) the time and date that the Accommodation first becomes Uninhabitable or Inaccessible must commence no more than seven days prior to his/her Scheduled Date of Departure. So, since the hurricane hit on 10/31 and our trip started 12/15, they wouldn’t cover it! Remember, our hotel and likely all in that area were closed until at least January 31. Costco washed their hands and said so sorry it is a third party, so they can’t do anything. Never mind everything they sell aside from Kirkland branded products is third party; they simply don’t stand behind their travel products so purchase from them with caution. Definitely don’t purchase airline tickets from them with a cancellation penalty.
DH
We had the worst experience with Costco…
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!
Sean
Costco Travel is really bad
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.
Wei Liu
Had to pay after they could not deliver trip
Booked a packaged trip to Jamaica. After hotel cancelled booking, Costco could not refund airline cost. Ended up having to pay $800 to cancel flight. Costco simply stated that there was nothing they could do.
Collin
Do not recommend 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.
Ria Ann
Costco assisted Avis scamming me.
I booked through Costco Travel and they allowed Avis to scam me. Avis did not have the car I reserved, they had NO comparable car to give me. It caused a 3 hour delay on my trip, I was sitting there waiting while they lied & kept saying one was on the way in 15 minutes. After 3 hours, my only option was to pay for an upgrade. The "upgrade" was a dirty pickup truck that smelled of cigarettes and had old dirty fast food stuffed in the pockets on the back of the seats. The pickup truck was not clean, and was not full of gas. I reached out to Costco and got a generic reply saying the charge is related to me not filling with gas. Imagine that after I had to triple pay for gas. ( I had to pay for gas when I picked up before leaving on a trip, when I returned the car to the airport, and THEN THEY CHARGED AGAIN? Are you kidding me?) Triple charged for gas. I really think it's just a form letter excuse and Costco did not care to check into it at all they offered zero assistance or care at all. Going to charge back on my CC do NOT use Costco and DO NOT use AVIS.
Mandy
Systemic breakdown and misleading documentation
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.
Nikia Woodard
Horrible experience with hotel transfer and with overall customer service
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.
Akash Patel
Paris,Barcelona and Rome Wedding Anniversary
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 😊
Imelda Rosales
Inacceptable situation with Costco Travel
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
Nathalie Giroux
Absolutely Garbage, the prices area that different either
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.
Rix
Royalton Hideaway St Lucia disappointment
We have been at the Royalton Hideaway in St Lucia for less than 24 hours and we are already regretting using Costco Travel. To start we paid extra for a private transfer from the airport and Costco sent us an email which said someone would meet us, with a sign with our names on it, to escort us through immigration, assist us with claiming our luggage and help us get through customs. Then they would escort us to our vehicle outside. None of that ever happened. Once here we wanted to book an excursion or two. We were directed at reception to a particular person at the other side of the resort. That person wasn’t there, but it turns out that there are excursions agents all over the place here, all of which would try to sell us on there options. And all of the excursions we would consider, except one which would not be are first choice, were totally booked during our stay. We were told it is common for people to book these ahead of there stay this time of year. Costco never told us this. I expected better given the cost. We’ve booked vacations myself all over the world without problems. We will not use Costco again.
Bil
Ride service to and from airport/hotel were no-shows
Bought the Honolulu hotel/transportation package from Costco Travel. Driver no-showed upon arrival and had to pay a $50 Uber to hotel. From the hotel back to airport, absolutely zero communication about pick-up details and the driver left while I was still in my room. This time it was a $60 Uber to airport. Thanks, Costco Travel.
Steve O'Hara
Not as represented!
I booked a package trip to Jamaica for Thanksgiving. The hotel cancelled because of a hurricance and will not reopen for 3 months. Costco Travel insists on charging a $400 penalty because the airline didn't cancel. I waited on hold 45 minutes the 1st time and one of the options was to choose another package trip with the same airline and they would transfer 100% of what I paid. I called back, waited another 45 minutes and the agent would transfer all but $400, she said it was their policy. She put me on hold to discuss with her supervisor and ended up disconnecting. Very frustrating.
Mr. Heber Hellewell
Dreadful experience
Dreadful. Ordered an 8 seater car as we are a family of 8. They only gave us a 7 seater and refused to resolve. After our trip they have taken additional funds without any knowledge or email explaining why. I have spent 6 weeks complaining and haven’t got anywhere. Avoid at all costs they really are terrible.
Em
stop offering Budget as a car rental option
Costco is a company that is supposed to have certain standards for the products and services it passes to its customers - therefore as a customer I trusted Costco to provide reputable companies to work with. Budget Car rental company should not be an option with Costco. It almost ruined our trip. Not only does Budget at the Denver airport overbook their rentals, they will give you a car you did not book/ sneakily provide an electric car that has almost no battery or a 12 passenger cargo van. The line to check in even if you checked in online is 1 hour long. I am appalled at the experience we had, and lucky we even received a working vehicle. Budget rental company seems to be a scam at best.
Al Y
Costco Travel offers Value, Quality and Service
I had booked Cancun vacation thru Costco Travel in 2018 and we thoroughly enjoyed! Everything was perfectly arranged, airline flights, pickup at Cancun, 5 Star Hotel!! As a family we were completely satisfied with the Costco Travel. So I booked another vacation through them. This time to Costa Rica. Unfortunately, due to medical emergency we had to cancel it. Costco Travel Agent Vivian called and said, though usually Airline deducts $500 per person for cancellation, since our cancellation was within 55 days they have refunded it full. So we got 100% refund! I admire the honesty of Costco Travel besides their service! I would recommend it all the time!!
Ramakrishna Hari
Over four weeks
Over four weeks, customer service dealing and no reply.I was due to make the final payment on the cruise 26th August with a consultation at the hospital 4th September, so I called to see if payment could be delayed or my deposit moved to a later Norwegian cruise in 2026, initially this didn't seem to be a problem, however on the 26th I called asking for it to be moved and was told that no other Norwegian cruises were available. I explained my situation and said I don't want a refund, just keep the deposit on hold in my account. This couldn't be done, I would have to book another cruise. I then chose a 7 night cruise in the mediterranean, however, I was told that couldn't be done as it was shorter and less money than my original holiday. I again explained my situation and was told nothing could be done and my only remaining option was to cancel and claim from my holiday insurance company. I left work, spoke to my wife who immediately found the same Norwegian cruise in March 2026, so I called back, got the same agent, who this time told me it was too late the holiday had been cancelled, nothing could be done.
Mr Andy Brickland
Overcharged for theme park tickets
The only reason I did not give Costco Travel a one star is because I booked 2 trips with them. Both trips were to Universal Studios, Orlando. Each with a different grandson, one in June 2025, and one in September 2025. The first trip went great with airfare, hotel, and theme park tickets. On the second trip I was charged over $400 for an extra ticket for a single day to the park when I already had a 3 day park ticket. They changed the dates for my Express Pass and Halloween Night ticket that was a nightmare to correct. They refuse to refund me for the day they inadvertently charged and will not pay the fee I was charged to correct the tickets. So, I will never again use them as they were dismissive and took no accountability. I was charged for 4 days when I was only there for 3. Ridiculous!!
Artsy Eyes
