Have you had to change/cancel travel due to COVID-19 (involuntarily or voluntarily)?

[robtemt]

I thought I would start a thread as a resource for AFFers who have changed or cancelled travel plans directly or indirectly due to 2019 n-CoV.

• Did the airline/cruise company cancelling or change your flight/cruise? Or, did you proactively or reactively cancel or change it on your own (and why?).
• Did they notify you directly, or did you discover it on your own?
• What was your original plan, and what was the revised plan?
• What was your experience like?
• Did you go through any travel insurance claim process, and how was that part of it?

For the record, part of my role at work is to monitor medical related issues, filter out mis/disinformation, and brief other staff using only verified facts from trusted sources, so I am not one to buy into sensationalism or hysteria. BUT, I am also an advocate of forward planning and monitoring situations that could affect travel plans.

Post automatically merged: Feb 10, 2020

To start it off…. We have begun voluntarily changing (or making back up plans for) our upcoming holiday SYD-(+/- SIN)-LAX-SJO-LAX-HNL-LNY-HNL-SYD

We are booked to the USA via SIN on SQ in a few weeks (F Saver Reward Booking). A few things caused us to start making contingency plans on getting to the USA including:

• Reading posts from Buttermilk Chicken regarding her RTW flight being disrupted between HKK and CEB
• Member Pushka raising a good point if Singapore will be next.
• Monitoring the World Health Organisations surveillance on n-CoV (as part of my responsibilities at work). Singapore confirmed infections were 28 on 5 Feb, 40 on 8 Feb, and 43 on 9 Feb. Several of these cases were human-to-human contact, with no recent travel to China.
• Bloomberg’s article this morning HERE, which discussed the spread of the virus from a conference attendee in Singapore, via a resort in France, to people in France, Spain, and the UK.

We contacted SQ, to discuss the options of alternative carriers, to which there were no available flights. The agent was very friendly, and said she understood the desire to rebook and avoid an Asia transit, but she said until official bans are in place, there were no options, but “we will offer options if Singapore becomes affected by travel bans”.

We began searching other options. We contacted VFF, who found one seat on DL SYD-LAX in W, and one seat on VA in J SYD-BNE-LAX. No other business or premium reward seats (except any seat) were available +/- 1 day of our desired travel (with pre-booked hotels, cars, and other flights to South America, and Hawaii). We will keep looking for another J seat on same day, and hopefully two on the same flight to free up closer to the date.

We have left our SQ bookings as is for now, and will cancel either that booking of the DL/VA booking closer to the date as thing develop.

Overall Experience:

• Wait times on the phone are obviously a bit longer, but I’ve not been on hold longer than 15 minutes with either VA or SQ.
• Staff at both SQ and VA call centres have been friendly, empathetic, and helpful in searching, but have no/limited availability and flexibility in voluntary changes so far.

 

[OATEK]

I’ve received the Qantas email advising “status extended for 12 months”. However it then goes on to state Feb anniversary only until April 2020. I am VERY confused! My status anniversary is February so I have retained Platinum until Feb 2021. Should that mean I am now Platinum until Feb 2022? Or only until end of April 2021?

Head over here, but I read the 2020 dates as being when the extension will be seen in your account: Qantas extends current status for 12 months

 

[Port Power]

Head over here, but I read the 2020 dates as being when the extension will be seen in your account: Qantas extends current status for 12 months

Yes, that’s what I realised when I read the announcement again.

 

[Must...Fly!]

I almost booked flights to Perth over the weekend to spend time with family, in case things continue to deteriorate.

How incredibly sad not to be able to travel to see the people we love for fear of either getting sick yourself, or worse making the ones you love, sick.

I guess distance doesn't make much difference at this stage as 1km probably feels as far as 2,700km.

Hugs and good vibes to all, let's hope we're all back in the skies again for our various needs really soon.

 

[Pushka]

I'm currently liaising with Luxury Escapes re our trip to Bali in 3 weeks. Maybe they will defer but goodness knows when this issue will resolve. And then there's the wait for Qantas to refund.

An update. I've asked LE for a refund instead of rebooking. Because most of the available dates are for April - June 2020! What nonsense. July - Mid November completely unavailable and then there is a 3 week period in November but not the dates we'd want and a week in mid December. Fatuous offer. The Insurance company said if I refuse the voucher then I need to advise them and it will be taken into consideration as to grounds for refusal.

Ive barely started on July but figure that can wait a bit!

 

[UP4014]

Haven't changed anything, 10 flights booked but nothing O/S until August.

 

[Bluewave]

My flight BNE-LAX dep 23 Mar is still on the board, so I guess Qantas isn't going to cancel it now, and it's up to me.

 

[get me outta here]

Well, seeing as the Aus border is closed from 9pm tomorrow, it may be that an auto cancellation is on the cards.

 

[p--and--t]

Interesting! My TA sent me an email overnight saying they had cancelled my EK flights ($4.5K) overnight (without asking me) and I will be advised in due course how much I will be refunded after them negotiating with the airline.

Not totally unhappy about it, just a bit shocked. I wasn't go to use the flights anyway because my tours had already been cancelled but had been holding out for an airline re-schedule to trigger a full refund.

If EK didn't reschedule in the next 3 weeks I was going to have to go down this path anyway (cancel with penalty).

Follow-up.

Apparently (from TA), EK's attitude is "stiff cheese". $500 per person penalty regardless of reason for cancellation and be prepared for 8 week turnaround for a refund.

 

[Pushka]

Follow-up.

Apparently (from TA), EK's attitude is "stiff cheese". $500 per person penalty regardless of reason for cancellation and be prepared for 8 week turnaround for a refund.

Was it the TA who cancelled or EK?

 

[p--and--t]

Was it the TA who cancelled or EK?

TA. EK are not currently admitting to changing schedule or cancelling flights so TA decided to cancel and get the refund in the pipeline before the expected horde in coming days. Maybe had a tip-off or premonition of whats been announced in last 36 hours.

 

[drron]

Well a refund from another Accor property of a pre paid rate-Mercure Orange.

 

[Pushka]

TA. EK are not currently admitting to changing schedule or cancelling flights so TA decided to cancel and get the refund in the pipeline before the expected hoard in coming days. Maybe had a tip-off or premonition of whats been announced in last 36 hours.

ok, I called time on a QR booking to do exactly that and wore the penalty. Maybe the TA was right.

Post automatically merged: Mar 19, 2020

Well a refund from another Accor property of a pre paid rate-Mercure Orange.

Booking.com are still being annoying. And just today I received a "how did we do" survey. I think they know now.

 

[serfty]

An update ... Jetstar have apparently cancelled their flights up to DPS (positioning for QR DPS-LON) and only given 6 months to rebook and fly - no refund option. Suspect may need to get ACCC involved?

What airline was to operate the cancelled route? 3K? Jetstar?

Terms and Conditions | Jetstar

Your guide to the Jetstar Group's terms and conditions applicable for Jetstar flights, including conditions of carriage, fare rules, and our privacy statement.

www.jetstar.com

In any case, I suspect you may need to charge back.

 

[dajop]

Well, seeing as the Aus border is closed from 9pm tomorrow, it may be that an auto cancellation is on the cards.

The Australian border in not closed, permanent residents and citizens can still enter the country. But, of course, with such reduced demand, flights may not continue to operate .

 

[Flashback]

Follow-up.

Apparently (from TA), EK's attitude is "stiff cheese". $500 per person penalty regardless of reason for cancellation and be prepared for 8 week turnaround for a refund.

TA. EK are not currently admitting to changing schedule or cancelling flights so TA decided to cancel and get the refund in the pipeline before the expected horde in coming days. Maybe had a tip-off or premonition of whats been announced in last 36 hours.

Could you not still claim on TI and just cop the excess for the claim? The TA acted without your permission, so you didn't make the cancellation. I would go the same route anyway if wanting to cancel.

What airline was to operate the cancelled route? 3K? Jetstar?

Terms and Conditions | Jetstar

Your guide to the Jetstar Group's terms and conditions applicable for Jetstar flights, including conditions of carriage, fare rules, and our privacy statement.

www.jetstar.com

In any case, I suspect you may need to charge back.

JQ PER-DPS, indeed a charge back seems like the likely option then!

However, their COC (9.2) do state this, which suggests they'll try for a voucher but do recognise you have rights under the ACL.

9.2 Changes due to Events Beyond Our Control

Where we make a Significant Change to your flight due to an Event Beyond Our Control, whether you have checked in or not, we will:

• use reasonable endeavours to rebook you on the next available flight on our services at no additional cost to you
• alternatively, if we are unable to rebook you on services acceptable to you, we will provide you with a flight credit where the purpose of your trip is void.

You may also have rights to remedies under the Australian Consumer Law.

We will not be responsible for paying any costs or expenses you may incur as a result of the delay or cancellation, unless otherwise required by applicable laws, such as the Australian Consumer Law.

 

[Port Power]

ok, I called time on a QR booking to do exactly that and wore the penalty. Maybe the TA was right.

My sure-to-be-cancelked UK tour in May has flights with QR. They are great to fly with, but admin is a different manner. They wouldn’t even refund me my husband’s return fare when he died overseas! So I have no expectation they will play nice with COVID-19 cancellations. Chargeback through the credit card might be the only option.

 

[Bundy Bear]

Your booking has been cancelled and I have more to do.

 

[Flashback]

My sure-to-be-cancelked UK tour in May has flights with QR. They are great to fly with, but admin is a different manner. They wouldn’t even refund me my husband’s return fare when he died overseas! So I have no expectation they will play nice with COVID-19 cancellations. Chargeback through the credit card might be the only option.

How about Travel Insurance?

 

[OATEK]

I have had a series of emails from the Cruise line trying to talk me into accepting a voucher for 120% of fare. I have said each time that I have no prospect of being able to use such a voucher in the foreseeable, and would prefer the refund of the fare. They have reiterated that shore excursions, govt and other charges will not be refunded, and only the base fare.

I have confirmed that yes, I really don't want a voucher, and free spa treatments. They have finally said ok, they will refund but it could take weeks!!!

 

[levelnine]

Anyone able to get through to Qantas at the moment? Phone calls immediately disconnect.