Coronavirus travel advice: Everything you need to know
The unprecedented impact from the novel coronavirus (COVID-19) on the travel industry has resulted in an overwhelming increase in service requests from our customers. We know it has been hard to reach us live and we apologize for the difficulty. Every Expedia team member who can help is working to add more capacity, self-service options, and collaborating with the 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 our Customer Service Portal that includes newly built online tools such as our Virtual Agents to help you change or cancel travel plans electronically yourself.
Here’s what you need to know to better help you and importantly, help us prioritize travellers with the most urgent needs:
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 our Customer Service Portal 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 Expedia value you and are grateful for your business.
Customers with Package/Bundle Bookings:
We want to assure you that we are working to assess the needs of customers who booked a package/bundle and will provide guidance as soon as we can. We appreciate your patience.
Frequently Asked Questions
What if I already have travel booked, but want to cancel or change my plans as a result of COVID-19?
- We are experiencing unprecedented volumes in our call centres worldwide which means it’s tough to get through whether you're trying to contact Expedia 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 Service Portal to see learn more about what policies are available for your trip.
- In many instances, you can change your booking online yourself, but if you absolutely can’t, that’s when you should call in.
- Check your travel insurance policy to see if changes and cancellations due to unforeseen events like coronavirus are covered.
- Look at 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 travellers 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 Expedia, we have our own flex policy in place for all hotel bookings through March where we will take care of any fees upfront and make it as painless as possible.
What if I already have travel booked?
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 these 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 Service Portal to find out your options.
What are general tips for travellers who still need or want to get away despite coronavirus?
Travellers should try to adhere to the guidance from government and public health officials to help slow the spread of COVID-19. With effect of 18 March, the Singapore government has advised Singaporeans to defer all travel abroad. Of course, traveller safety is the most important thing so ultimately, it’s up to you to determine what’s best for you and your family.
- As a first step in planning any trip, check the Global Health and Travel Advisories for your intended destination. As the situation continues to evolve, airlines may change or reschedule flights.
- For a limited time, several airlines are waiving change fees on select flights booked in March so we suggest filtering for those airlines where possible. Be sure to read the terms and conditions of your ticket before making any purchases.
- 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.
- If you had planned to take an international trip but aren’t comfortable with that anymore, consider switching to a break within Singapore. You can get your beach fix, relax at a resort or take in some culture without ever having to leave the country.
What’s the best way to find flights that have flexible change policies or are refundable?
Due to COVID-19, many of our trusted airline partners are waiving change fees for eligible new bookings,* so consider filtering for these airlines during your search.*Fares, fees, rules and offers are subject to change without notice. Please reference the airlines policies directly to verify eligibility.
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: