The coronavirus (COVID-19) has disrupted travel plans for most of the world, whether it’s a family vacation, a college graduation or a much-needed weekend away, and Travelocity is here to help. We’ve received an unprecedented volume of calls in the past few weeks, and have responded with new tools and updated information to help our customers cancel or change travel plans that may have been upended due to the novel coronavirus. Here are answers to your most frequently asked questions.
What’s the best way to cancel my trip?
Cancelling or changing plans has gotten easier with new self-service tools that allow travelers to cancel plans online or in the app. Start by logging into your account on the My Trips page and going to your itinerary to see what cancellation options are available. If that doesn’t offer the options you need, start a chat with a virtual agent or fill out a cancellation form.
Follow these easy steps:
- Cancel online using My Trips. Log in to access your booking and follow the instructions from your itinerary to cancel.
- Cancel using the chat feature. Click the blue Chat Now button from My Trips or our customer service page. The virtual agent will guide you through the process of cancelling your booking and can answer other questions you may have.
- Complete the Cancel Request Form: Fill out this form using the itinerary number, email, and phone number from your booking. After submitting the form, the cancel request will be processed.
- If your flight is departing within the next 72 hours, click the Contact Us button at the top of the page to speak directly with an agent.
What dates are cancellation policies good through?
With the unprecedented impacts of COVID-19 around the world, many hotels and online travel sites are still focused on solving travelers’ most immediate needs. Right now, Travelocity is focused on travel booked on our site before March 19, 2020 through the end of April.
When I cancel, will I get a credit or a refund?
As always, Travelocity follows the policies of its travel partners. That said, we know many travelers are dealing with a lot of uncertainty right now and we’re doing our best to provide refunds or options that fit travelers’ needs.
- Many airlines at this time are offering credit toward a future flight unless the flight has been cancelled.
- For hotel stays booked on our site, we have either negotiated a refund policy when possible or are offering a voucher from Travelocity equal to the total price + taxes and fees allowing you to rebook the original property within the next year.
I’ve tried calling several times and can’t get through to cancel. Now what?
We know the spread of the novel coronavirus (COVID-19) worldwide has created many challenges for everyone, and we are truly sorry for the difficulty our customers have experienced in trying to reach us.
Please know we are working hard to answer all calls made to our contact centers. Our call volumes have been 5-7x higher than average, amounting in hundreds of thousands more calls than we would normally expect to receive, even in our busiest of times. In addition to high call volume, recent government work-from-home mandates created additional challenges for our contact centers to navigate.
We encourage customers to try our enhanced self-service cancellation options, including virtual agent support and cancellation forms. Importantly, in order to prioritize those with more immediate needs, we encourage only travelers who have trips within the next 72 hours to reach out to our customer service advisors if necessary. This will help us better support travelers with more imminent needs.
If I miss my trip and can’t speak to an agent, can I still get a refund/credit?
For customers whose travel plans have already been impaired by COVID-19 and whose travel date has passed, we want to assure you that we are working to address your needs as well. We will provide an update for these travelers as soon as we can. We appreciate your patience.
How do I cancel a vacation package?
We are working on improving our cancellation options for travelers who have booked vacation packages on our sites. Currently, travelers with a vacation package should cancel each component of their trip separately. For example, if you purchased a flight + hotel vacation package, please visit our hotel page FAQ for instructions on cancelling your hotel, and our flight page FAQ for instructions on cancelling your airline tickets.
My airline says I have to cancel my trip through you and I keep getting conflicting advice.
Our agents cannot cancel or change reservations booked on many low-cost and international airlines, including Aer Lingus, Easy Jet, Fun Jet, Norwegian, Spirit, Frontier, and Volaris. If your airline is on this list, we cannot change or cancel reservations for these airlines. Please follow the guidance on the airline’s website and work with them to make any changes to your flight. For all other flights booked on our site, you may cancel or change plans from your itinerary or via one of the other self-service options HERE.
My hotel is closed due to COVID-19 – now how do I cancel?
Even if the property you booked on our site is closed due to COVID-19, our agents can assist you with processing a change or cancellation. Please follow the normal steps to cancel HERE.
The travel insurance I purchased is not covering the trip I need to cancel due to COVID-19.
Check your policy to see if unforeseen events like COVID-19 are covered. You may have the option to file a claim with the insurance provider. Please note that a refund is not guaranteed in this instance. If you still wish to cancel your hotel stay or flight through Travelocity you may do so.
My flight is leaving in 24 hours / I travel in the next 1-3 days and don’t know what to do to cancel.
If your flight is set to depart in the next 72 hours, please contact customer service HERE for assistance. For all other travelers, please try one of our new self-service options online or in-app, or wait until your travel date is closer before contacting us.
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