Costco Travel - Cannot get through

[Madame]

This isn't just a Costco problem - Many TAs are having the same issue (and airlines too - Delta had 6 hour hold times most of yesterday). Costco just happens to be one of the largest TAs in the USA and doesn't normally have this level of calls. Sadly this is expected with any TA with this volume.

Yes, but most other TAs you email, no?

 

[hrhdhd]

I don't know what to do. My pay in full date is tomorrow. We are cancelling the cruise. I have paid over $4300 already with a balance left. I can't get anyone to answer the phone and when you fill out the cruise cancellation form it says they can cancel and you will be issued a credit. I do not want a credit. I want the $4300 I paid to be returned to my credit card. Any idea on what to do?

Note that Costco sets a PIF date that's earlier than the actual cruise line's date. That might mean you're okay if you can get through in the next couple of days.

 

[Amw1064]

Update for me. I couldn't get through for hours. Finally around 2pm I kept calling, disconnect, calling, disconnect and finally it said I was on hold and would have a wait time to up 3 hours. Plugged my phone in and turned the speaker on for an hour and 41 minutes. Finally I heard a voice and got to speak to someone. She cancelled my cruise. Said my nonrefundable deposit would now be a $1300 travel voucher good until Dec. 2021 and the $4000 would go back to my costco credit card. A huge sigh of relief. Also now have $2800 travel vouchers on United. It has been a long day.

 

[LovesBelle]

I finally got through today as well after being on hold for three hours. I about fell out of my chair when I actually heard a voice come on the line!

 

[Astrogal]

Update for me. I couldn't get through for hours. Finally around 2pm I kept calling, disconnect, calling, disconnect and finally it said I was on hold and would have a wait time to up 3 hours. Plugged my phone in and turned the speaker on for an hour and 41 minutes. Finally I heard a voice and got to speak to someone. She cancelled my cruise. Said my nonrefundable deposit would now be a $1300 travel voucher good until Dec. 2021 and the $4000 would go back to my costco credit card. A huge sigh of relief. Also now have $2800 travel vouchers on United. It has been a long day.

When was your cruise date? Are they giving everyone a travel voucher for the non refundable deposit? So they are giving refunds back to your credit card?

 

[cruisehopeful]

Does Costco have different cancellation rules? I am in the window to cancel and only lose the deposit but the cancellation form only says future cruise credit. How do I reach them to just do a cancel and get everything except the deposit?

I don't think we can use this online form for cruises that aren't PIF. I was attempting to use the form for a future cruise (that I can get my deposit back for) so that when I have to move my April cruise, I can rebook the cancelled one. Looks like the form is only for those who are moving cruise to a later date and not cancelling it. I'll be stuck calling at some point.

 

[Astrogal]

Has anyone gotten clarification on whether you can cancel and get whatever refund you are due, instead of future cruise credit?

 

[ramwitz]

When was your cruise date? Are they giving everyone a travel voucher for the non refundable deposit? So they are giving refunds back to your credit card?

If I remember correctly (though am not so sure so anyone please correct me if wrong), I think that poster was not yet past the PIF date.

 

[Gentry2004]

Update for me. I couldn't get through for hours. Finally around 2pm I kept calling, disconnect, calling, disconnect and finally it said I was on hold and would have a wait time to up 3 hours. Plugged my phone in and turned the speaker on for an hour and 41 minutes. Finally I heard a voice and got to speak to someone. She cancelled my cruise. Said my nonrefundable deposit would now be a $1300 travel voucher good until Dec. 2021 and the $4000 would go back to my costco credit card. A huge sigh of relief. Also now have $2800 travel vouchers on United. It has been a long day.

Was your cruise not on Disney? I'm confused by the Dec 2021 expiration. Has that changed?

 

[Gentry2004]

Has anyone gotten clarification on whether you can cancel and get whatever refund you are due, instead of future cruise credit?

I think its either/or. You can cancel and take back your 50%, 75% whatever the current policy says, in your original form of payment. OR you can take 100% in future cruise credit.

 

[Astrogal]

I was finally able to get through to costco today around 4pm and cancel my June 1st Alaska cruise. I lose the deposit but they will refund the rest of the money back to my credit card. The stuff about the future cruise credit was that if I was in that window which ends May 31st then yes I could have used the deposit money on a future cruise credit. However, I just cancelled and will claim the deposit on my trip insurance. Now to try and get through to the airlines to cancel the flights.

 

[mommy2allyandaveri]

If anyone needs to reach costco, now is a good time. Got through in 5 minutes. Now just waiting on Royal Caribbean

 

[kelliekrueger]

Has anyone gotten the cancelation email from Costco and filled out the form? Just went to do it and it’s only offering 100% credit instead of the 125% Disney has said....anyone know what’s up with that?

 

[pearljammer]

Has anyone gotten the cancelation email from Costco and filled out the form? Just went to do it and it’s only offering 100% credit instead of the 125% Disney has said....anyone know what’s up with that?

Perhaps because you booked through a 3rd party??

 

[bumbershoot]

They couldn’t because Disney doesn’t have enough cast members to handle the flow of changes and cancellations right now.

Nor should they. They should have the reps they normally need. No one cound expect such a need in time to train enough people to be on-call.

They can make the changes possible online. What is this, 1995?

With Disney IT, yes. That’s nothing new.

Just to disconnect everyone that calls isn't great.

Wpukd you prefer being on hold until closing time? They are letting you know that they have so many phone calls they won’t be able to get to you that day

This was my first time booking through Costco and I’m pretty sure it will be my last. Am I required to rebook the new cruise with them?

But what does this have to do with Costco? It’s been stated that they have to call Disney.

Yes, but most other TAs you email, no?

Do you? That sounds awful. I mean, the one TA I tried to book with once never even returned my request for a quote email. Not until I wrote a few days later not to bother as I’d booked elsewhere. They only work with email. It didn’t work out.

And you’d still be waiting on a rep to get to your email. At call centers that I’ve been a part of, those are the same reps as are answering the phones.

 

[Madame]

Nor should they. They should have the reps they normally need. No one cound expect such a need in time to train enough people to be on-call.



With Disney IT, yes. That’s nothing new.



Wpukd you prefer being on hold until closing time? They are letting you know that they have so many phone calls they won’t be able to get to you that day



But what does this have to do with Costco? It’s been stated that they have to call Disney.



Do you? That sounds awful. I mean, the one TA I tried to book with once never even returned my request for a quote email. Not until I wrote a few days later not to bother as I’d booked elsewhere. They only work with email. It didn’t work out.

And you’d still be waiting on a rep to get to your email. At call centers that I’ve been a part of, those are the same reps as are answering the phones.

We use Eileen with DU. Never had a problem with email. Each company is different I suppose, but the bigger ones that give substantial OBC are contact via email.

 

[anjuan]

Costco has now updated their forms to reflect the correct credit amount. I selected my cruise date and then the 125% offer or refund options came up.

 

[cruisehopeful]

I got my email from DCL today telling me my cruise on April 10th is cancelled. When I called Costco to ask for a refund, they had an outgoing message saying that if you are cancelling a Disney Cruise (and many other brands) to email them at cruisecancel@costcotravel.com just give your name and they will email a link back to you that you can use to cancel. They are processing the cancellation based on date of the cruise.

I have to say, I hope they process it ASAP. I paid it off in December and I want my money back now, not later. Same thing with my October cruise.

After I filled out the form, I got this instantly:
Cruise Cancellation
Thank you for submitting your cancellation request. This serves as your confirmation that Costco Travel has cancelled your reservation with the associated fees at the time of your request.

We will send you an email notification with the details of your cancellation once complete. Due to the high volume of requests, this may take a few days. We thank you for your patience.

 

[ajo]

I got my email from DCL today telling me my cruise on April 10th is cancelled. When I called Costco to ask for a refund, they had an outgoing message saying that if you are cancelling a Disney Cruise (and many other brands) to email them at cruisecancel@costcotravel.com just give your name and they will email a link back to you that you can use to cancel. They are processing the cancellation based on date of the cruise.

I have to say, I hope they process it ASAP. I paid it off in December and I want my money back now, not later. Same thing with my October cruise.

After I filled out the form, I got this instantly:
Cruise Cancellation
Thank you for submitting your cancellation request. This serves as your confirmation that Costco Travel has cancelled your reservation with the associated fees at the time of your request.

We will send you an email notification with the details of your cancellation once complete. Due to the high volume of requests, this may take a few days. We thank you for your patience.

I was told yesterday by a Costco agent that refunds are taking longer than normal and to expect to wait 10-14 days.

 

[LeiaOfAlderaan]

Costco Travel’s website says they are closed today and expect to reopen tomorrow (!). They have links to the cruise cancellation form—has anyone filled this out? Before I start giving them my info I’d like to make sure they will give me the refund option vs. just the cruise credit. I can only see the first page of the form until I put my info in. Thanks to anyone who can help.