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What You Should Know If You’re Changing Or Cancelling A Trip Due To Covid-19

April 1, 2020 OTA News No Comments
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There is growing concern around the novel Coronavirus (COVID-19), and the entire travel industry is experiencing an unprecedented increase in service requests as travellers look to adjust their trips. These can be confusing and stressful moments, and we understand your need for timely answers and assistance.

Please know our teams are working incredibly hard right now to make trip changes and cancellations as simple as possible. While we are adjusting our operations and policies, we do ask for your patience. Right now, we are focused on customers with travel in the next 72 hours. If your travel is not immediate, please visit our Customer Service Portal that includes online tools to help you change or cancel travel plans yourself.

Important message for customers with an upcoming trip

Here’s what you need to know if you booked a hotel on Expedia (non-package/bundle):

  • For customers who booked a non-refundable rate prior to March 19, 2020 for stays between March 20, 2020, and April 30, 2020, we will email you in the coming days to ask if you wish to keep or cancel your existing booking. If you decide to cancel, you will be eligible for a full refund or, in some cases, a voucher allowing you to rebook the original property at later dates. There is no need to call us, however you must cancel your booking at least 24-hours before check-in in order to be eligible for this offer.
  • For customers who booked a non-refundable rate for stays after April 30, 2020, with the situation continuing to evolve, we will continue to work with travel partners as necessary to implement flexible policies.
  • For customers whose accommodation plans have already been impaired by COVID-19 and whose travel date has passed, we want to assure you that we are working to attend to your needs as well. We appreciate your patience.
  • For customers who have booked a refundable rate, please visit our Customer Service Portal to change or cancel.

Here’s what you need to know if you booked a flight on Expedia (non-package/bundle):

  • For customers with a flight booking, we will email you in the coming days to ask if you wish to keep or cancel your existing booking. Terms and conditions for credits of each specific carrier will apply.
  • For customers whose flights have already been impaired by COVID-19 and whose travel date has passed, we want to assure you that we are working with our partners to attend to your needs.
  • If your airline has canceled your flight, we are working through those bookings with our airline partners to issue credits where applicable and will be in touch —there is no need to call.

Here’s what you need to know if you booked a package/bundle on Expedia:

  • We want to assure you that we are working to assess the needs of customers who booked a package/bundle and will provide guidance as soon as we can. We appreciate your patience.

Changing or canceling your trip online or through the Expedia app

In these critical moments, we ask that travellers who do not have trips starting within the next 3 days use the self-service tools in our Customer Support Portal and wait to call us. Here’s how to manage your own itinerary online or through the app:

  • Login to your account online or through the Expedia mobile app to cancel or change travel plans. Use the “Change” or “Cancel” buttons in your itinerary for details. Upcoming trips can be found under “Trips” or “Manage Trips”.
  • Travellers with tickets on eligible airlines or reservations at eligible hotels can submit online cancellation forms to receive credit for a future flight or a full hotel refund. Check the Expedia Customer Support Portal for latest guidance before submitting. Note: If you have already submitted a request, you do not need to call us for a status update.
  • Due to the unprecedented volume of travel disruptions, refunds may take up to 30 days to process.

We understand you might have questions, but this will help us focus on customers with more imminent travel. Please know that policies are changing rapidly and are at the discretion of hotel and airline partners. If you aren’t seeing a flex policy for your specific booking, sit tight because updates are frequently posted on Expedia.

General tips for travellers who still need or want to travel despite COVID-19

As the current situation continues to evolve, travellers should try to adhere to the guidance from government and public health officials to help slow the spread of COVID-19. The Australian government has also advised Australians to avoid non-essential travel both internationally and domestically.

Of course, traveller safety is the most important thing so ultimately, it’s up to you to determine what’s best for you and your family.

  • Stay informed. As a first step in planning any trip, check the latest travel advisories for your intended destination. As the situation continues to evolve, airlines may cancel or reschedule flights, we recommend travellers to regularly check updates and carefully review the fine print before booking any travel.
  • Check your local airport to find out if there is specific travel advice for passengers. Depending on your departure or arrival airport, there may be additional security checks so allow yourself plenty of time to get checked in and to your gate.
  • Book refundable hotels for any trips you are planning. Many hotels on Expedia offer free cancellation, and we’ve made it easy to find refundable hotels vs. non-refundable options. Use the “free cancellation” payment type filter to easily find options within your travel window and price point. Prices can vary, but right now we believe that flexibility matters.
  • Check the fine print. Remember to check the fine print, especially when purchasing flights. Depending on what type of fare you choose, changes may either not be an option or could potentially incur a hefty fee. Be sure to read the terms and conditions of your ticket before making any purchases.
  • If you’re travelling for an event, double check to see if it’s been postponed or cancelled.

More Customer Resources

  • For the most up-to-date traveller advisories and information on cancellations and refunds from Expedia, visit the Customer Service Portal.
  • For answers to some of the most asked COVID-19 traveller questions including steps you should take to plan future trips, visit the Expedia FAQ page.
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