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Alaska Cruise Tours:

A cruise tour is a voyage and land tour combination, with the land tour occurring before or after the voyage. Unless otherwise noted, optional services such as airfare, airport transfers, shore excursions, land tour excursions, etc. are not included and are available for an additional cost.

 
 

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Coronavirus (COVID-19) Cancellation FAQs




We understand the growing concern surrounding the coronavirus (COVID-19), especially for those who have upcoming travel plans through Costco Travel. We are also aware of the difficulties some of you have faced when attempting to contact us regarding your trip. For that, we would like to offer our sincerest apologies.

Here are some of the top questions currently being asked by our members.

Coronavirus Travel Alerts and Information can be found in our Help Center. - Opens a dialog

    Q. I submitted a cancellation form. When will I get my refund?

    A. Cancellation requests are processed in the order they are received, and then by date of travel. When your cancellation request is complete, you will receive an email confirmation from Costco Travel.

    Refunds will be issued by the merchant of record. Please check your bank or credit card statement to see if Costco Travel or one of our travel partners (hotel, cruise line, or tour operator, etc.) is the merchant of record for your vacation.

    • If Costco Travel charged you, your refund will be processed to your original form of payment(s) within 24 - 48 hours. Timeline varies by credit card institution; refunds may take several weeks to post to your credit card account.
    • If the cruise line charged you, your refund will be processed to your original form of payment(s) within 90 days. Timeline varies by cruise line; unfortunately, Costco Travel does not control the refund from the cruise line and cannot speed up their refund process.
    • If any of our other travel partners charged you, your refund is subject to their refund timelines. For questions, please contact our travel partners.

    Please note, we are attempting to process refunds as quickly as possible, however, all refunds may be delayed due to the COVID-19 pandemic. Please check with the issuing bank for details on refund policies or delays.

      Q. When will I receive my refund from Princess Cruises?

      A. Princess Cruises is working to issue refunds as quickly as possible. Refunds are processed according to sail date of canceled voyages, with the earliest departures being processed first. You will be notified by email that your refund request has been received. Thank you for your patience.

        Q. When will I receive my refund from Norwegian Cruise Line?

        A. Norwegian Cruise Line is working to issue refunds as quickly as possible. Refunds are processed according to sail date of canceled voyages, with the earliest departures being processed first. Due to the exceptionally high volume of refunds being processed, refunds take 90 days to process. Thank you for your patience.

          Q. Given the global situation, why is Costco Travel not simply issuing full refunds?

          A. Cancellation policies are defined by the airlines, hotels, cruise lines and third-party vendors. Costco Travel has no way to make exceptions to these rules. Costco Travel does not apply an additional cancellation fee and is not receiving a profit from cancellation fees from any of our third-party vendors.

          Many of our hotel, transfer and sightseeing vendors have modified their cancellation policies and we will continue to update our processes as our vendors' cancellation fee policies change.

            Q. I called the airline and they told me that they weren’t charging cancellation penalties so why am I not getting a refund?

            A. Costco Travel does not have cancellation or change fees but are contractually required to pass along the fees/policies of the airline.

              Q. So what does the airline really mean when they say there is “No Cancellation Fee”?

              A. While it’s true there is no fee to cancel your reservation, it does not mean you will receive a cash refund.

              Most airlines will state “no fee to cancel” and then explain that you will keep the value of your air ticket as a credit for future travel. Depending on the airline COVID-19 policy there may or may not be a fee when you use your credit to re-book.

              To see individual airline policies click here. - Opens a dialog

                Q. Why does my invoice show a penalty when I was told there were no penalties?

                A. Costco Travel invoices list the Future Air Credit as a cancellation penalty. We understand that this can cause concern, but it is an air credit that is available for future travel. To utilize this air credit please contact Costco Travel and we will be glad to assist you with your upcoming travel plans.

                  Q. How can I cancel my vacation package?

                  A. Please call us and a Costco Travel professional will be happy to assist you.

                    Q. How can I cancel my cruise?

                    A. Please call us and a Costco Travel professional will be happy to assist you.

                      Q. How can I cancel my Disneyland Resort package?

                      A. Our Disneyland packages are maintained by our Disney partners directly and we, unfortunately, do not have a way to view or access your booking. Please call 1-866-232-4208 to speak with our dedicated Disney partners and they will be able to help address any questions regarding your Disneyland vacation.

                        Q. I don’t see my destination or cruise line on the list, how do I cancel?

                        A. Please continue to call back so we may assist you.

                          Q. Will I get a full refund if I cancel?

                          A. It depends. Costco Travel does not charge a fee to cancel your booking. To ensure we can provide you with the most flexible cancellation and rebooking policies, we are in constant communication with the airlines, cruise lines, hotels, and other travel providers. We follow the policies of the providers, meaning that any refunds, fees, penalties or future travel credits are extended solely by and at the provider’s discretion.

                            Q. I received a cancellation email, but where is my total refund amount listed?

                            A. Unfortunately, our current cancellation invoices do not list refund amounts. To calculate your refund amount, please follow these steps.

                            (We recommend that you have your original invoice and your cancellation invoice with you. To locate your original invoice, please check your email inbox.)

                              • Under Payment Details, view the "Total Package Price" on both invoices
                              • Subtract the “Total Package Price” listed on your cancellation invoice from the “Total Package Price” listed on your original invoice. For Example: $5,358.78 - $2,293.96 = Amount of Your Refund
                              • The difference is the amount that will be refunded to your original form(s) of payment.

                              Q. I received a cancellation email stating I have an airline credit, but it shows as a cancellation penalty. Why?

                              A. At the top of your invoice, you should see a message stating the amount of your airline credit.

                                  At the bottom of your invoice under Payment Details, you will see a “Cancellation Penalty” amount.

                                      The amount of your airline credit is included under the "Cancellation Penalty" amount. Although it shows as a penalty, this is actually a credit for future flights.

                                      If your “Cancellation Penalty” amount is more than the airline credit listed at the top of your invoice, the hotel(s) may have had a cancellation penalty in place at the time your cancellation was processed.

                                      To file a claim to see if the hotels or airlines will make an exception to refund the cancellation fees, please fill out the Post-Travel Inquiry - Opens a dialog form and choose the "Open a Claim" button.

                                        Q. What do I do if I want to reschedule or discuss options?

                                        A. If you want to discuss rescheduling your trip or discuss options, please call us. The online forms are for cancellations only, as they take priority at this time.

                                          Q. If I fill out the form, will you call me before you cancel my vacation?

                                          A. No, due to the high volume of cancellations we are unable to call each member who has completed the cancellation form. If you wish to speak to an agent please continue to call our phone number.

                                            Q. Can I reinstate my cancelled vacation?

                                            A. No, but you can rebook if you want to do so.

                                              Q. I purchased travel insurance through Travel Guard, how do I get my money back?

                                              A. Please call Travel Guard to file a claim at 1-888-691-2173.

                                                Q. I cut my travel short. How can I get a refund for the unused days of my trip?

                                                A. To file a claim please fill out the Post-Travel Inquiry - Opens a dialog form and choose the "Open a Claim" button.

                                                  Q. I’ve been reaching out through Social Media. Why hasn’t anyone responded?

                                                  A. Due to the global pandemic, The Social Media Team has had to focus on assisting with prioritization of incoming cancellation requests and will continue to do so until we are again at a point where Social Media can become our focus.

                                                    We understand the growing concern surrounding the coronavirus (COVID-19), especially for those who have upcoming travel plans through Costco Travel. We are also aware of the difficulties some of you have faced when attempting to contact us regarding your trip. For that, we would like to offer our sincerest apologies.

                                                    Here are some of the top questions currently being asked by our members.

                                                    Coronavirus Travel Alerts and Information can be found in our Help Center. - Opens a dialog

                                                      Q. I submitted a cancellation form. When will I get my refund?

                                                      A. Cancellation requests are processed in the order they are received, and then by date of travel. When your cancellation request is complete, you will receive an email confirmation from Costco Travel.

                                                      Refunds will be issued by the merchant of record. Please check your bank or credit card statement to see if Costco Travel or one of our travel partners (hotel, cruise line, or tour operator, etc.) is the merchant of record for your vacation.

                                                      • If Costco Travel charged you, your refund will be processed to your original form of payment(s) within 24 - 48 hours. Timeline varies by credit card institution; refunds may take several weeks to post to your credit card account.
                                                      • If the cruise line charged you, your refund will be processed to your original form of payment(s) within 90 days. Timeline varies by cruise line; unfortunately, Costco Travel does not control the refund from the cruise line and cannot speed up their refund process.
                                                      • If any of our other travel partners charged you, your refund is subject to their refund timelines. For questions, please contact our travel partners.

                                                      Please note, we are attempting to process refunds as quickly as possible, however, all refunds may be delayed due to the COVID-19 pandemic. Please check with the issuing bank for details on refund policies or delays.

                                                        Q. When will I receive my refund from Princess Cruises?

                                                        A. Princess Cruises is working to issue refunds as quickly as possible. Refunds are processed according to sail date of canceled voyages, with the earliest departures being processed first. You will be notified by email that your refund request has been received. Thank you for your patience.

                                                          Q. When will I receive my refund from Norwegian Cruise Line?

                                                          A. Norwegian Cruise Line is working to issue refunds as quickly as possible. Refunds are processed according to sail date of canceled voyages, with the earliest departures being processed first. Due to the exceptionally high volume of refunds being processed, refunds take 90 days to process. Thank you for your patience.

                                                            Q. Given the global situation, why is Costco Travel not simply issuing full refunds?

                                                            A. Cancellation policies are defined by the airlines, hotels, cruise lines and third-party vendors. Costco Travel has no way to make exceptions to these rules. Costco Travel does not apply an additional cancellation fee and is not receiving a profit from cancellation fees from any of our third-party vendors.

                                                            Many of our hotel, transfer and sightseeing vendors have modified their cancellation policies and we will continue to update our processes as our vendors' cancellation fee policies change.

                                                              Q. I called the airline and they told me that they weren’t charging cancellation penalties so why am I not getting a refund?

                                                              A. Costco Travel does not have cancellation or change fees but are contractually required to pass along the fees/policies of the airline.

                                                                Q. So what does the airline really mean when they say there is “No Cancellation Fee”?

                                                                A. While it’s true there is no fee to cancel your reservation, it does not mean you will receive a cash refund.

                                                                Most airlines will state “no fee to cancel” and then explain that you will keep the value of your air ticket as a credit for future travel. Depending on the airline COVID-19 policy there may or may not be a fee when you use your credit to re-book.

                                                                To see individual airline policies click here. - Opens a dialog

                                                                  Q. Why does my invoice show a penalty when I was told there were no penalties?

                                                                  A. Costco Travel invoices list the Future Air Credit as a cancellation penalty. We understand that this can cause concern, but it is an air credit that is available for future travel. To utilize this air credit please contact Costco Travel and we will be glad to assist you with your upcoming travel plans.

                                                                    Q. How can I cancel my vacation package?

                                                                    A. Please call us and a Costco Travel professional will be happy to assist you.

                                                                      Q. How can I cancel my cruise?

                                                                      A. Please call us and a Costco Travel professional will be happy to assist you.

                                                                        Q. How can I cancel my Disneyland Resort package?

                                                                        A. Our Disneyland packages are maintained by our Disney partners directly and we, unfortunately, do not have a way to view or access your booking. Please call 1-866-232-4208 to speak with our dedicated Disney partners and they will be able to help address any questions regarding your Disneyland vacation.

                                                                          Q. I don’t see my destination or cruise line on the list, how do I cancel?

                                                                          A. Please continue to call back so we may assist you.

                                                                            Q. Will I get a full refund if I cancel?

                                                                            A. It depends. Costco Travel does not charge a fee to cancel your booking. To ensure we can provide you with the most flexible cancellation and rebooking policies, we are in constant communication with the airlines, cruise lines, hotels, and other travel providers. We follow the policies of the providers, meaning that any refunds, fees, penalties or future travel credits are extended solely by and at the provider’s discretion.

                                                                              Q. I received a cancellation email, but where is my total refund amount listed?

                                                                              A. Unfortunately, our current cancellation invoices do not list refund amounts. To calculate your refund amount, please follow these steps.

                                                                              (We recommend that you have your original invoice and your cancellation invoice with you. To locate your original invoice, please check your email inbox.)

                                                                                • Under Payment Details, view the "Total Package Price" on both invoices
                                                                                • Subtract the “Total Package Price” listed on your cancellation invoice from the “Total Package Price” listed on your original invoice. For Example: $5,358.78 - $2,293.96 = Amount of Your Refund
                                                                                • The difference is the amount that will be refunded to your original form(s) of payment.

                                                                                Q. I received a cancellation email stating I have an airline credit, but it shows as a cancellation penalty. Why?

                                                                                A. At the top of your invoice, you should see a message stating the amount of your airline credit.

                                                                                    At the bottom of your invoice under Payment Details, you will see a “Cancellation Penalty” amount.

                                                                                        The amount of your airline credit is included under the "Cancellation Penalty" amount. Although it shows as a penalty, this is actually a credit for future flights.

                                                                                        If your “Cancellation Penalty” amount is more than the airline credit listed at the top of your invoice, the hotel(s) may have had a cancellation penalty in place at the time your cancellation was processed.

                                                                                        To file a claim to see if the hotels or airlines will make an exception to refund the cancellation fees, please fill out the Post-Travel Inquiry - Opens a dialog form and choose the "Open a Claim" button.

                                                                                          Q. What do I do if I want to reschedule or discuss options?

                                                                                          A. If you want to discuss rescheduling your trip or discuss options, please call us. The online forms are for cancellations only, as they take priority at this time.

                                                                                            Q. If I fill out the form, will you call me before you cancel my vacation?

                                                                                            A. No, due to the high volume of cancellations we are unable to call each member who has completed the cancellation form. If you wish to speak to an agent please continue to call our phone number.

                                                                                              Q. Can I reinstate my cancelled vacation?

                                                                                              A. No, but you can rebook if you want to do so.

                                                                                                Q. I purchased travel insurance through Travel Guard, how do I get my money back?

                                                                                                A. Please call Travel Guard to file a claim at 1-888-691-2173.

                                                                                                  Q. I cut my travel short. How can I get a refund for the unused days of my trip?

                                                                                                  A. To file a claim please fill out the Post-Travel Inquiry - Opens a dialog form and choose the "Open a Claim" button.

                                                                                                    Q. I’ve been reaching out through Social Media. Why hasn’t anyone responded?

                                                                                                    A. Due to the global pandemic, The Social Media Team has had to focus on assisting with prioritization of incoming cancellation requests and will continue to do so until we are again at a point where Social Media can become our focus.



                                                                                                       
                                                                                                       
                                                                                                       
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