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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. 

As a result of these now global force majeure circumstances, and for the safety of our partners and travelers, EPS is expanding the following force majeure “flex policy” to most bookings worldwide that were made prior to March 19, 2020, with stay dates between March 20, 2020 and April 30, 2020 (check-in after March 19, 2020 and before May 1, 2020).

Cancellations

  • Most non-refundable lodging bookings with flexible cancellation policies are now cancellable and refundable through our API, TAAP, Templates and Voyager, allowing you or your customer to self-serve bookings and eliminating the need to call our contact centers. Please note that although bookings subject to flexible cancellation policies will become refundable, cancellation penalties 24 hours before check-in may still apply. We encourage you to take regular and prompt action on cancelling eligible bookings. Due to technical limitations, we can not issue vouchers on your behalf.
  • For Agent-to-Agent (A2A) support, if your traveler’s booking is within 72 hours of check-in, please email Agent-to-Agent (A2A) support. 
  • If your traveler’s booking does not meet the criteria above and is not scheduled to check-in within 72 hours, please wait to contact Agent-to-Agent (A2A) support so we can support those traveling immediately.
  • If your traveler booked air travel or a travel package, we are working with our airline partners to understand how their cancellation policies will work.

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.

 

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.