What to do if you're planning or cancelling travel due to COVID-19

SEATTLE, March 16, 2020 /PRNewswire/ -- The impact of the novel coronavirus (COVID-19) on travel continues to change rapidly. As a result, many customers who have booked travel through online travel agencies have been experiencing difficulties either connecting with travel advisors or cancelling and changing plans directly on these sites.

Teams at Expedia, Travelocity, Orbitz and CheapTickets are working around the clock with their travel partners to process an unprecedented number of customer requests. As a result, they have taken several steps to help travelers, including increasing the number of travel advisors available, improving existing self-service options and introducing new automated ways for travelers to take action.

Here's what you need to know if you are attempting to cancel or change travel plans on these sites at this time.

CHANGING OR CANCELLING TRAVEL

    --  If your travel plans are more than a week out, please wait to contact
        customer support. This ensures that our travel advisors can prioritize
        travelers with the most immediate needs.
    --  Travelers with trips in the next seven days are encouraged to visit
        customer service pages for Expedia, Orbitz, Travelocity and CheapTickets
        before contacting customer support for up-to-date guidance and options.
    --  Have your itinerary number ready or login to your account to locate your
        trip. This will ensure quicker service, whether travelers use new
        self-service options online or contact travel advisors directly.

Service offerings from Expedia, Travelocity, Orbitz and CheapTickets are evolving to better assist travelers. Representatives currently recommend one of the following options.

    1. Change or cancel travel plans from your account online or via mobile apps
       without additional fees. Travelers are encouraged to login to their
       accounts online or through Expedia, Orbitz, CheapTickets and Travelocity
       mobile apps to cancel or change travel plans. Use the "Change" or
       "Cancel" buttons in your itinerary for details. Upcoming trips can be
       found under "My Trips".
    2. Chat with a virtual agent online for direct assistance. This new chat
       feature can be found on customer service pages for Expedia, Orbitz,
       Travelocity and CheapTickets via the "Chat now" button. It's recommended
       travelers login before initiating a chat session for quicker service.
    3. If your hotel or airline is eligible for refunds or free cancellations,
       fill out an online form. Travelers 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 customer
       service pages for Expedia, Orbitz, Travelocity and CheapTickets before
       submitting for latest guidance. NOTE: If you have already submitted a
       request, you do not need to call us for a status update.
    4. Contact customer support. Travelers can also reach travel advisors using
       the "Contact us" button on resource pages for these sites.

TRAVEL PARTNER POLICIES
Researching travel partner policies is another way travelers can take action. While policies are changing rapidly and at the discretion of cruise, hotel and airline partners, updates are frequently posted on Expedia, Orbitz, Travelocity and CheapTickets customer service pages. Here's the latest information.

Airlines

    --  Travel advisors at Expedia, Orbitz, Travelocity and CheapTickets cannot
        change or cancel reservations for all air carriers. Please check our
        resource page to see if you need to contact your airline directly to
        make changes.
    --  If your airline policy allows you to change or cancel your flight
        without a fee and is eligible for assistance via our travel advisors,
        you can submit an online cancellation form to receive credit for a
        future flight. **If you have already submitted a request, you do not
        need to call us for a status update.

Hotels

    --  Due to COVID-19, Expedia, Travelocity, Orbitz and CheapTickets are
        waiving change fees for many hotels based on where you are traveling to
        or from and travel dates. If you booked hotels for the following
        destinations and are NOT a resident of these countries, you are eligible
        for a full refund.
        --  China, Hong Kong, Macau; South Korea; Israel; Marshall Islands; El
            Salvador; Denmark and Slovakia; Czech Republic, Oman and India;
            Poland; Cyprus; Ukraine; Italy.
        --  Check back often as destinations are continually added based on
            changing restrictions.
    --  Travelers with eligible hotel reservations can submit online
        cancellation forms to receive a full refund. **If you have already
        submitted a request, you do not need to call us for a status update.

Cruise

    --  If you want to change or cancel a cruise reservation, visit Cruise
        support pages from Expedia, Orbitz, Travelocity and CheapTickets.

PLANNING TRAVEL
If you are planning new travel, we strongly recommend booking options with built-in flexibility like free cancellation and changes. Look for "free cancellation" messaging or use the payment type filter online or in mobile apps.

For the most up-to-date traveler advisories and information on cancellations and refunds from Expedia, Orbitz, Travelocity or CheapTickets visit the customer support pages below.

    --  Customer Support Pages: Expedia | Orbitz | Travelocity | CheapTickets

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SOURCE Orbitz; Expedia; Travelocity