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Latest COVID-19 Travel Updates

In light of the outbreak of the novel Coronavirus (COVID-19), we are monitoring the situation closely and will continue to provide information and assistance to you.

 

Policies

The government travel restrictions, advisories, flight cancellations, and the many other impacts and risks arising from the COVID-19 outbreak have reached a global scale. This has impacted the ability of people everywhere to travel regardless of the circumstances in their location or their destination. 

For accommodation bookings worldwide made prior to March 20, 2020, our current policies will continue to apply until advised otherwise:

  • Properties and chains that have implemented their own flexible cancellation policies will be refundable in our systems;
  • Non-refundable bookings that remain covered by force majeure will be refundable in our systems;
  • Bookings which are not covered by the above will retain their original cancellation policy.

 

Reach out your sales contact for more information.

Cancellations

  • Refunds for flexible policies often require requests to be made before penalty windows or check-in dates. We encourage you to take regular and prompt action on eligible bookings.
  • Agent-to-Agent (A2A) support - for urgent issues on bookings within 5 days of check-in, that cannot be self-served, please call Agent-to-Agent (A2A) support.
  • If your traveler’s booking does not meet the criteria above and is not scheduled to check-in within 5 days, please wait to contact Agent-to-Agent (A2A) support so we can support those traveling immediately.
  • For booking made after March 19, 2020 the cancellation policy, including non-refundable or partially refundable, will apply and will not be eligible for penalty waiver requests. We encourage you to make every effort to draw travelers’ attention to non-refundable or partially refundable cancellation penalties for new bookings. 

 

We are working to continually update our policies. Non-refundable and partially refundable bookings that are cancelled before any new policy is in place, are subject to the policy in place at the time of cancellation, and thus will not automatically qualify for a waiver.

As you are likely experiencing in your own business, we are experiencing a high call volume and longer wait times than usual. To reduce call waiting time and action your requests as quickly as possible, we’re investing in extra staffing and reallocating resources in our customer support centres. 

We have hundreds of customer support agents working around the clock, in more than 20 different languages, to answer questions you or your travelers have.

 

FAQs


A: Flex cancellation policies do not apply to any non-refundable or partially refundable lodging bookings made after March 19, 2020. The terms and conditions at the time of booking will continue to apply, and these bookings will not be eligible for refund. We encourage our partners to make every effort to draw travelers’ attention to non-refundable or partially refundable rate plans.


A: We are working to continually update our policies. Non-refundable and partially refundable bookings that are cancelled before any new policy is in place, are subject to the policy in place at the time of cancellation, and thus will not automatically qualify for a waiver.


Yes, we will gradually start re-introducing non-refundable and partially refundable rates for future bookings. Note that the cancellation policy of such rate plans will apply and will not be eligible for penalty waiver requests. We encourage you to make every effort to draw travelers’ attention to non-refundable or partially refundable rate plans.

 

The safety and health of your travelers is of course, the most important thing right now. With this in mind, here are a few useful sites for the latest advice on Coronavirus that you may wish to share with your travelers:


We are here to help you navigate through this challenging situation. If there is more that we can do to support you and your travelers, please reach out to your account manager.