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Coronavirus travel advice: Everything you need to know

The entire travel industry is experiencing an unprecedented increase in service requests from customers due to the overwhelming impact of the novel coronavirus (COVID-19).

We’re really sorry for such long wait times due to the increase in call volumes. Every Travelocity team member who can help is working to add more capacity, self-service options, and collaborating with many thousands of our global travel partners.

Importantly, we are focused on customers with travel in the next 72 hours. If your travel is not immediate, please visit this site that includes newly built online tools to help you change or cancel travel plans electronically yourself.

Here's what you need to know:

Customers with Lodging Bookings (non-package/bundle):

  • For customers who booked a non-refundable rate prior to March 19, 2020 for stays between March 20, 2020, and April 30, 2020, we will email you in the coming days to ask if you wish to keep or cancel your existing booking. If you decide to cancel, you will be eligible for a full refund or, in some cases, a voucher allowing you to rebook the original property at later dates. There is no need to call us, however you must cancel your booking at least 24-hours before check-in in order to be eligible for this offer.
  • For customers who booked a non-refundable rate for stays after April 30, 2020, with the situation continuing to evolve, we will continue to work with travel partners as necessary to implement flexible policies.
  • For customers whose accommodation plans have already been impaired by COVID-19 and whose travel date has passed, we want to assure you that we are working to attend to your needs as well. We appreciate your patience.
  • For customers who have booked a refundable rate, please visit this site to change or cancel.
  • For those looking to make a new booking, we strongly recommend choosing a rate that allows for free cancellation.

Customers with Flight Bookings (non-package/bundle):

  • For customers with a flight booking, we will email you in the coming days to ask if you wish to keep or cancel your existing booking. Terms and conditions for credits of each specific carrier will apply.
  • For customers whose flights have already been impaired by COVID-19 and whose travel date has passed, we want to assure you that we are working with our partners to attend to your needs.

While we are adjusting our operations and policies as quickly as possible, we do ask for patience and reiterate that if your travel is not within the next 72 hours, please hold off contacting us so we can prioritize urgent customer queries and resolve cases faster.

We thank you for your continued understanding. There’s nothing more important to us than you, our customers, remaining safe through this stressful time. All of us at Travelocity value you and are grateful for your business.

Important links

  • Our latest updates on flexible airline policies can be found here
  • If you’re looking for more information on how to change a potentially impacted trip, please visit our Customer Service Portal
  • What to do if you’re planning or cancelling travel due to COVID-19. Learn more
  • To learn more about coronavirus, including what the symptoms are and how to protect yourself against getting sick, we recommend visiting the World Health Organization and the Center for Disease Control (CDC)

General tips for travelers during coronavirus

If there’s one thing we know, it’s that travelers are resilient. The World Health Organization currently recommends we maintain “social distancing” to protect ourselves. If you are planning future travel, please keep the following in mind:

  • Most of our hotels offer free cancellation, so consider booking refundable hotels vs. non-refundable. Just look for the “free cancellation” message during your search. Prices can vary, but right now we believe that flexibility matters.
  • Remember to check the fine print, especially when purchasing flights. Depending on what type of fare you choose, changes may either not be an option or could potentially incur a hefty fee. Be sure to read the terms and conditions of your ticket before making any purchases.

What if I already have travel booked?

If you’re planning to travel domestically or internationally, know that for the most part, the industry is operating business as usual. Consider following the below tips for a seamless trip:

  • Check your local airport to find out if there is specific travel advice for passengers; depending on your departure or arrival airport, there may be additional security checks so allow yourself plenty of time to get checked in and to your gate.
  • Stay up to date on the latest travel advisories in case your origin or destination is impacted by coronavirus; check it regularly so you have time to adjust travel plans as needed.
  • If you do wish to make changes, we’re here to help. Visit our customer support page to find out your options.

What if I already have travel booked, but want to change my plans as a result of COVID-19?

  • Call volumes to customer service centers are seeing unusually high volumes which means it’s tough to get through whether it’s through Travelocity or our partners. You can save yourself some time by going to their policy pages online where all of the information is posted on the status of any booked travel.
  • Visit our Customer Support Portal to see learn more about what policies are available for your trip.
  • In many instances, you can self-service online to change your booking, but if you absolutely can’t, that’s when you should call in. The same goes for social media pages, agents are doing the best they can to help customers, but there’s a long line so do your best to find the info online before you call to spare yourself the wait time.
  • Check your travel insurance policy to see if changes and cancellations due to unforeseen events like Coronavirus are covered.
  • Prepare potential dates for rebooking your travel according to the airline or hotel policy coverage. Policies may change or be added at any time, so check for updates before rebooking.

How do you know if you are eligible for the policies?

  • Policies will vary from partner to partner, but many of them cover travel to highly impacted areas through the end of March. The dates and destinations change frequently as more is learned about the situation, so it’s super important for travelers to check in with their airline or hotel partner if they have an upcoming trip.
  • Some hotels are also offering various flex policies, and if you’ve booked through Travelocity we have our own flex policy in place for all hotel bookings in China through March where we will take care of any fees upfront and make it as painless as possible.

How can I stay informed about COVID-19?

When making any decisions, make sure you stick to the facts. Trusted sources of information should be government websites, including the following: