Changing your travels plans? Here’s what you need to know

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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.

Companies like Expedia, Travelocity, Orbitz and CheapTickets are coordinating with their travel partners to process an unprecedented number of customer requests. As a result, they have taken 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 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.

Representatives currently recommend one of the following options.

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 mobile apps to cancel or change travel plans.
Chat with a virtual agent online for direct assistance. This new chat feature can be found on customer service pages via the “Chat now” button on sites like Expedia. It’s recommended travelers login before initiating a chat session for quicker service.

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.

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.