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NewsPress

Expedia Partner Solutions COVID-19 Update

Mar 16, 2020

Chain Hotels COVID-19 Flex Policy

These chain hotel groups have announced their own Flex Policy due to the Coronavirus outbreak. This policy will override the current Expedia Group Hotel Flex Policy list below.

If the booking falls under the Chain Hotel Coronavirus Flex Policy listed here, then the chain’s flex policy will be followed.

  1. Hilton
  2. Hyatt
  3. IHG 
  4. Marriott Bonvoy
  5. Wyndham
  6. Radisson

 If the booking does not fall under the Chain Hotel Coronavirus Flex Policy, we will revert to the Expedia Group flex policies listed below.



13 March 2020

In light of the outbreak of COVID-19 and to better support you, our valued partner, we have decided to offer flexible cancellation policies for lodging bookings made that meet the below criteria..

Your travelers with any bookings listed below will be entitled to a full refund where they request a cancellation due to COVID-19 and associated travel restrictions.

Point of Sale
(as per API)

Destination

Check-in on any dates between

Bookings created on/before

All

Mainland China

24 January to 31 March

29 January

Mainland China

All

28 January to 31 March

29 January

All

Hong Kong

1 February to 31 March

29 January

All

Macau

3 February to 31 March

29 January

Hong Kong

Taiwan, the Philippines and Italy

7 February to 31 March

29 January

South Korea

All

24 February to 31 March

24 February

All

South Korea

24 February to 31 March

24 February

All

Italy

10 March to 3 April

9 March

Italy

All

10 March to 3 April

9 March

Austria, Belgium, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Iceland, Italy, Ireland, Latvia, Liechtenstein, Lithuania, Luxembourg, Malta, Netherlands, Norway, Poland, Portugal, Slovakia, Slovenia, Spain, Sweden, Switzerland, and United Kingdom

US

14 March to 14 April

12 March

All

Israel

13 March to 31 March

12 March

All (does not include domestic/local travelers who booked on India POS)

India

13 March to 15 April

12 March

All (does not include domestic/local travelers who booked on Slovakia POS)

Slovakia

13 March to 31 March

12 March

All

Oman

13 March to 13 April

12 March

All

Voraralberg, Tyrol, Salzburg, States in Austria

15 March to 15 April

15 March

All (does not include domestic/local travelers who booked on Czech Republic POS)

Czech Republic

13 March to 15 April

12 March

All

Ukraine

16 March to 30 March

15 March

All (does not include domestic/local travelers who booked on Poland POS)

Poland

15 March to 25 March

14 March

All (does not include domestic/local travelers who booked on Denmark POS)

Denmark

13 March to 13 April

12 March

Italy, France, Spain, Germany, China, Iran

Singapore

16 March to 31 March

15 March

All

El Savador

13 March to 3 April

12 March

All

Marshall Islands

13 March to 27 March

12 March

All

Cyprus

15 March to 30 March

14 March

All international travelers from, or traveling via, Mainland China or Iran

New Zealand

15 March to 31 March

14 March

All international travelers

Jordan

17 March to 31 March

16 March

Austria, Belgium, China, Denmark. France, Germany, Iran, Iraq, Italy, Netherlands, Norway, Spain, South Korea, or Sweden

Turkey

15 March to 17 April

14 March

Austria, Belgium, Czech Republic, Denmark. Estonia, Finland, France, Germany, Greece, Hungary, Iceland, Italy, Ireland, Latvia, Liechtenstein, Lithuania, Luxembourg, Malta, Netherlands, Norway, Poland, Portugal, Slovakia, Slovenia, Spain, Sweden, Switzerland and United Kingdom outbound

Vietnam

15 March to 14 April

14 March

EU or Asian POS

Peru

16 March to 14 April

15 March

All international travelers (does not include domestic/local travelers who booked on Norway POS)

Norway

16 March to 31 March

15 March

Italy, Germany, Spain, France, and US

Cambodia

17 March to 15 April

16 March

All International travellers (does not include domestic/local travellers who booked on Saudi Arabia POS)

Saudi Arabia

15 March to 29 March

14 March

All International travellers (does not include domestic/local travellers who booked on Australia POS)

Australia

15 March to 29 March

14 March

All International travellers (does not include domestic/local travellers who booked on Hungary POS)

Hungary

16 March to 31 March

15 March

All International travellers (does not include domestic/local travellers who booked on Argentinian POS)

Argentina

15 March to 31 March

14 March

All International travellers (does not include domestic/local travellers who booked on Lithuanian POS)

Lithuania

17 March to 30 March

16 March

All International travellers (does not include domestic/local travellers who booked on Malta POS)

Malta

13 March to 27 March

12 March

Spain

All

15 March to 29 March

14 March

All

Spain

15 March to 29 March

14 March

France

All

17 March to 31 March

16 March

All

France

17 March to 31 March

16 March

All non-American (US) or non-Canadian travellers

Canada

17 March to 31 March

16 March

Your next steps:

  • If you’re an API, template or a TAAP platinum or gold partner, and your traveler’s booking meets the criteria above, please send a list of requested refunds with your traveler’s booking details to your Account Manager/ Agent Support Manager using the template here. Please ensure that your traveler has confirmed that they do not wish to travel, as those bookings will be cancelled and refunded. *Any post-stay bookings will not be considered under these policies and will follow our standard process for supplier waiver requests.
  • If your traveler’s booking is within 72 hours of check-in, please call your Agent-to-Agent (A2A) support number. Please be advised that we’re experiencing extremely high call volumes resulting in longer than usual wait times.
  • 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 your Agent-to-Agent (A2A) support number 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.

We will continue to monitor the situation and will update you as we receive more information.





12 March 2020

Following the announcement by the United States government, travel from Europe to the United States will be suspended for the 30 days from 13 March 11:59 pm (ET).

The suspension applies to travelers from 26 Shengen countries. The UK and Ireland are unaffected. US citizens are also exempt.

Here is the full list of the impacted countries and travelers:

  • European travelers and countries. Foreign nationals who have travelled to countries in the Schengen Area within the previous 14 days will be denied permission to travel to the United States. The Schengen Area countries include Austria, Belgium, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Iceland, Italy, Latvia, Liechtenstein, Lithuania, Luxembourg, Malta, Netherlands, Norway, Poland, Portugal, Slovakia, Slovenia, Spain, Sweden and Switzerland. 
  • US Nationals. Any US citizens or lawful US permanent residents returning to the United States who have travelled to one of the Schengen Area countries within the previous 14 days must enter the United States through an approved airport.


This policy does not include or impact:

  • American citizens, permanent legal residents and their immediate families
  • Any child, foster child or ward of a United States citizen or lawful permanent resident, or who is a prospective adoptee pursuant to the IR-4 or IH-4 visa classifications
  • Members of the U.S. Armed Forces and spouses and children of members of the U.S. Armed Forces
  • Anyone traveling at the invitation of the United States Government for virus-related work, certain travelers related to NATO or United Nations work, and certain travelers doing work related to the CDC, Department of Homeland Security, State Department and other law enforcement issues
  • Certain classes of air or sea crewmembers
  • Anyone traveling from the United Kingdom who has not been to the Schengen Area in the last 14 days

While not prohibited from entering the United States, these travelers who have been to the Schengen Area may be required to return to the US through select airports where enhanced screening procedures have been established.

In light of this and to better support your business as a valued partner we have decided to offer a flexible cancellation policy beginning 12th of March for bookings made that meet the following criteria.

  • Bookings to the United States booked through an EMEA point of sale, excluding the UK
  • Lodging-only bookings including stand-alone and package rates
  • Travel dates of 13th of March through 13th of April

If your travelers are impacted by the new policy and cannot travel to the United States during this 30-day period, please know that we are working quickly with our travel partners to address this unprecedented situation and to take care of your travelers.

We will continue to monitor the situation and will update you as we receive more information.

While the Coronavirus (COVID-19) outbreak is a rapidly changing and fluid situation from a public health perspective, we are committed to keeping you informed and to taking care of you and your travelers as a valued partner.






09 March 2020

In light of the outbreak of novel coronavirus, we are monitoring the situation closely and will continue to provide information and assistance to you.

As you are likely experiencing in your own business, we have high support inquiry volumes 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 surrounding their bookings.

We’re also working with travel suppliers to provide maximum flexibility for your travellers. We’ve implemented policies in a number of destinations to fast-track waiving change or cancellation fees, and our teams are in active discussions with suppliers on individual cases where flexibility policies aren’t in place to obtain the best outcomes for you, our partners. Together, we rely on the flexibility policy of travel suppliers, and as their policies are changing in real-time we’ve compiled a list of the most up-to-date policies here: airline, hotel and rail companies.

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:

Please see the messaging on the Expedia site here for an example of how we are communicating about this with our own 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.