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.

 

[PineappleSkip]

- Next planned travel is domestic to PER in the school holidays next month. The way government decisions are going, I'm apprehensive. After that is planned travel to Central America commencing late June. Still hopeful on that one.

How much do you like self quarantine? You may have noticed WA today announced - according to ABC - 14 days self isolation for inbound interstate travellers. I looked for more detail on wa.gov.au but they seem pretty slow with media updates.

cheers skip

 

[Port Power]

I was watching ABC 24 today as well. I have cancelled my short visit to Melbourne for Mother’s Day. I don’t want the self-isolation on return home. So Scarlett, I would give up the idea of Easter holiday travel if I was you.

 

[blackcat20]

Going to pull the pin on our April trip to Brissie, we were going for my aunts 90th.

 

[robtemt]

Warning, probably a long post. This is my first day back reading AFF, after being away since 5 March. Dates may be off, due to the dual time zones, and drunken memory

First, when I started this particular thread, I had no concept of the impact that was about to be seen by all of us. As I've mentioned in some posts, my partner is a FA for QF (international- A330s and 747s). He like many others received his stand down letter yesterday. As you are all aware, the knock-on effects of this pandemic will be bad, but I'm optimistic that we will all stick together as a community (both as AFFers and Australians).

We initially intended to take a holiday that we had been planning since April of last year. It was in three parts. Part one, visiting my parents in Southern California even though they had just visited us here, during the fires... Part two, Costa Rica...... 8 nights in a Villa south of Uvita, with 3 other couples including my brother and his wife. Part three, 4 nights (not enough) at the Four Seasons Lanai to celebrate our 5th wedding anniversary after a challenging year.... little did we know what was in store for year six...

On day 4 (16 March) a couple began to panic in the group. We were in the pool (pool 2 of 3 at the villa) watching the sunset. They were worried about getting back to Denver (lol, at the time). We all had a laugh, discussed our leave balances, savings, and desire to stay in Costa Rica for a few more weeks.

Qantas had already started to say they would be cancelling flights, and ceasing operations internationally at the end of the month. We felt sick.

My +1 and I had a big talk, and decided based on recent updates, and the news of the stand down, we decided to cancel the splurge to Hawaii, and book a return for the 23rd of March, from LAX, when we would already be flying from SJO anyway. Easy done, a few extra dollars to book a reward J flight on VA. Would insurance cover this? No, not for it being by choice, and not since Qantas isn't calling it a redundancy.

Then on the 18th, things escalated. News from home, intel from friends back home, and other details started making their way. Costa Rica govt invited Americans to leave at their earliest convenience. We had a bigger talk. No job for him, everyone must return to Aus asap, San Francisco on lockdown, no more flights from USA to Costa Rica after friday.... we tapped out. Our friends were shocked. We had been the ones to say, be cautious of sensationalism, don't have knee jerk reactions, etc.


When rebooked (again) on VA and Delta again, to leave SJO on the 19th. Marriott had increased rates nearly $150 over our $89 rate for courtyard. Delta allowed a change (no charge) and VA required us to rebook (so needed to rapidly transfer miles from SQ/KF).

When we got to LAX, it was DEAD. We got through customs and immigration in about 20 minutes total. We were already in T3, went up to VA check-in and realised they didn't open until 1715!!!!! Now, I HATE Los Angeles. I grew up in California, I don't find it "fun" or "exciting" like my husband. I. Hate. It. I remembered we had a car booked at Hertz. What I forgot was it was booked for the 21st. I also didn't realise, it was accidentally booked for 5 days. Luckily, Hertz was also dead. It was me, and 5 check-in staff. The woman I chose to walk up to, got a call from her Dr about 30 seconds into my explanation. I ended up with a free Ford Excursion, as she waved her finger in my face to shut up every time I tried to speak, and shooed me off to the lot. Amex is meanwhile refunding me my travel credit I accidentally used for the Hertz booking.

Now, everything in LA was weird. We stood in line for 20 minutes to get into Trade Joe's to get some last minute goodies. We could only go to a drive through for lunch (In N Out was queued for ages, so we did Chick Fil A), Starbucks (save your breath) only had pick up, and Sees Candy had no samples!!!! Also, no traffic. We drove back to Hertz and got to T3 for check-in by 1700. The line was all the way to the elevator doors (for those familiar with the lift). It looked like chaos! We went to the J line, which was a mix of J and Y+ and standby pax. We waited about 30 minutes, made it to the check-in desk. All went smoothly. We were told the agent opened the desk at 1530, and it was "crazy". VA had decided to move us from our LAX-BNE-SYD flight that we had booked (as we would have needed over 1,000,000 points to book direct, and put on us.... yep, the direct flight. Bonus. Longer in LAX (not great) but no connection..... However, she sent our bags down the path, and then told us to WEIGH OUR CARRY ON! Well, mine was 1KG over, my +1 was 3 KG over. So she told us to take stuff out. Now..... of all the day to start enforcing this policy, VA decided to enforce it, a few days before the cease operations???? We asked her to bring our bags back, she said no, we stood still, people started to yell, she said never mind, and gave us instructions on lounge access.

We spent, 4+ hours in the emirates J lounge. We already had a cough experience in the Amex Centurion Lounge on our LAX-SJO flight, so didn't bother. The EK lounge was great.

Our flight was delayed about 30-45 minutes, waiting for connecting pax that VA had a moral issue leaving behind, since AUS was closing its borders soon.

On board, things were great, and we were actually overwhelmed by a few things:
- We brought our usual gifts for the crew on this flight (as well as all our other flights on VA and DL for the trip). Every crew member that came up to thanks us, had tears in their eyes.... And wanted to make sure my +1 (who they knew was QF crew) and I were going to "be ok". We all talked about how life was going to be, how hard things would be, and how much all the crew were going to miss flying.
- This was the last flight for at least 8 weeks, if not longer for this VA crew. And they were all on point for service. Amazing crew!
- Before landing, the FO made comment about "we look forward to you flying with us again, whenever we are able to take you" or something like that. The flight manager made similar comment about looking forward to serving everyone again, and that this was their last flight for a while. The entire cabin (at least in J) erupted into applause. We both teared up. Our FAs then came and gave us the cute little salt and pepper shakers and a glass of champagne, and again told us both to be safe, look after each other, and wished us the best. They then came up to us at baggage claim again to wish us the same.

Now.......

Delta..... Trying to cancel our LAX to HNL flight. No refund. Credit only. Never was able to get through on the phone, only via SMS. No email to confirm our credit of $670.00 each

AA.... trying to cancel HNL to SYD (on HA). No answer upon calling. Cancelled online, but can't find our points or a credit anywhere yet, and no email to confirm credit of points.

VA... Unable to get through to a call centre. No credit for two reward bookings and refund of fees yet.

Amex Plat / Chub.... Claim submitted for nearly $15K AUD in cancellations and rebooking fees (submitted today, so I'll let you know)

ILT transportation in Costa Rica... Awesome. So accomodating in rebooking our private transport back to SJO with no hesitation.We told them at about 1600, and they had a driver in a Merc Sprinter at our door (5 hours from SJO) at 10 am the next day.

Uvita Private Chef... No issues canceling the rest of our trip and meals. We tipped the staff heavily, to help them get through the hard times ahead (as they had 90% of their future bookings cancelled as of the day we left)

Villa Owners... Castilla Del Sol via Stayz.... No refund, and non was expected. But they offered us 3 days free on a future booking. We also tipped the housekeeper about $200 USD to make sure she had a little bit extra to get by on.

I told you all it was a long post. My +1 and I have made sure we are patient and kind with every call centre, staff member, and agent or representative. Some of you I'm sure can appreciate, the stress they are experiencing. While you/we are having disruptions to our plans, they are having disruptions to their livelihood. Be kind to each other...... we will get through this..... Things will get back to a normal, maybe not the normal it was before, but some sort of normal...... Don't wish ill on anyone, or any airline/hotel/travel provider.

I'll update when I hear back on my claim. In the meantime, I wish everyone all the best. This will not be over in a couple of weeks, so stick together, and look out for each other.

 

[Flashback]

Here is my 2 cents.

1. Booked a return business rewards flight with Qantas to Tokyo in July 2019. 450K points plus about $1000 in fees
Cancelled on Friday on the web site. Still shows the booking on Qantas page, but when I click it errors. WIll wait as it is probably going to take a while.
2. Booked 8 nights at mercure ginza in Tokyo, it was through the accor website. Emailed then and they said they will refund, but because I booked in Oct 2019, then can't do it in there system, need to contact credit card. However the issue is that I have cancelled this CC as I just got it for the points. Not sure if I should email them to say that the CC does not exist, and to use this one. Will wait a couple of days.
3. Booked a non-refundable through hotels.com, Couldn't see a way to contact them, so I cancelled and started a CC charge-back

Will see what I get. all up about 4K I have spend. Very disappointed as this was a trip I had for planned for almost a year. So who knows when I will get back there.

Hotels.com are starting to e-mail people giving the option to keep the booking or cancel (for stays up to April 30). If you've cancelled a booking that was non-refundable and then initiated a chargeback, the credit card provider should decline your request as based on the rate you booked they are well within their right to charge. The fact you've changed your mind / had your mind changed for you due to flights etc. being cancelled etc. doesn't matter. That's the rules..... I'm waiting for hotels.com to e-mail me on a non-refundable booking I have, but I do recognise it's in Mid-April so I'll be a little way down the list. I can wait.

I was watching ABC 24 today as well. I have cancelled my short visit to Melbourne for Mother’s Day. I don’t want the self-isolation on return home. So Scarlett, I would give up the idea of Easter holiday travel if I was you.

It's Mother's Day here in the UK today, so I suspect there will be a lot of Skype/WhatsApp video/Facebook Messenger video etc. style chats going on instead.

 

[Flashback]

So on Booking.com I noticed a link "Can I cancel for less?", for bookings that are non-refundable. Have tried it for 2 bookings I have in Germany over Easter, will update once I get a response.

 

[Flashback]

So on Booking.com I noticed a link "Can I cancel for less?", for bookings that are non-refundable. Have tried it for 2 bookings I have in Germany over Easter, will update once I get a response.

Success!

Hello Flashback,
You recently requested if <Hotel> could cancel your booking, despite their cancellation fee policy. Congrats! They made an exception for you and let you cancel for FREE. You don't need to do anything else!
For any follow up questions, please contact the property directly at <number>
Thank you,
The Booking.com Team

 

[Pushka]

Success!

Hello Flashback,
You recently requested if <Hotel> could cancel your booking, despite their cancellation fee policy. Congrats! They made an exception for you and let you cancel for FREE. You don't need to do anything else!
For any follow up questions, please contact the property directly at <number>
Thank you,
The Booking.com Team

Do you still get this message? And then you click cancel?

 

[michaelidau]

So on Booking.com I noticed a link "Can I cancel for less?", for bookings that are non-refundable. Have tried it for 2 bookings I have in Germany over Easter, will update once I get a response.

I had the same luck with a non-refundable apartment due to stay from 20/3 in Thailand through booking.com. With AUD falling I recieved about 10% extra back in my refund too.

 

[Flashback]

Do you still get this message? And then you click cancel?

View attachment 210500

No, you need to click this link if it shows - don't click cancel booking. If it doesn't, perhaps not rolled out to Australians? I noticed for hotels.com they're COVID-19 message shows for US and UK but not Australia.


I've done another 8 bookings now, for one of them rather than saying it sent to the request to the hotel it came back saying cancelled for free. Nice.

 

[Flashback]

Well, here's one hotel to avoid!

Hi,

Unfortunately this is a reservation that cannot be cancelled. Contact your private travel insurance for a refund of the amount.

with best regards
Comfort Hotel Karl Johan

 

[Pushka]

No, you need to click this link if it shows - don't click cancel booking. If it doesn't, perhaps not rolled out to Australians? I noticed for hotels.com they're COVID-19 message shows for US and UK but not Australia.
View attachment 210502

I've done another 8 bookings now, for one of them rather than saying it sent to the request to the hotel it came back saying cancelled for free. Nice.

Yep. I clicked that Can I cancel for less and then it went to the screen I posted above.

 

[Flashback]

Yep. I clicked that Can I cancel for less and then it went to the screen I posted above.

Strange, that's not what I get! Try the button for 'Contact property' instead.

Update: 2 bookings have declined my request, 2 have approved free cancellation.

 

[Pushka]

Strange, that's not what I get! Try the button for 'Contact property' instead.

Update: 2 bookings have declined my request, 2 have approved free cancellation.

I used the Contact button many many times unfortunately.

 

[OATEK]

I always knew my biggest battles would be with BA and the Cruise Line, because that was where we had the big bucks involved. Well after tooing and froing with the Cruise Line I thought we had agreement that they would refund the base fare (roughly USD$3000). Then tonight I get an email and they have turned it into a voucher!!! Looks like I have a way to go on this.

 

[Pushka]

I always knew my biggest battles would be with BA and the Cruise Line, because that was where we had the big bucks involved. Well after tooing and froing with the Cruise Line I thought we had agreement that they would refund the base fare (roughly USD$3000). Then tonight I get an email and they have turned it into a voucher!!! Looks like I have a way to go on this.

That's the same issue I'm having with Virgin. Don't know how many times I emailed and sent messages on Facebook that I did not want a voucher but the refund my fare entitled me to, they later sent a voucher. Fortunately I'd already disputed the transaction with Amex and copies of all the transcripts and booking conditions.

 

[Flashback]

I used the Contact button many many times unfortunately.

Maybe that's why it's not showing you the normal screen, just a guess.

 

[amaroo]

With today's decree by the Singapore government - it's looking all good for our yet to be cancelled SQ flights.

 

[Flashback]

Just had a look at my QR booking for a few weeks from now and noticed 3 of the 4 flights have been cancelled and I've been reboooked onto alternatives, of course I wasn't notified! Anyway, cha-ching, refund request submitted.

Trip is ex-EU so EC261/2004 article 8 protection means they can't back out of a refund and try fob me off with a voucher.

If you also look at their Conditions of Carriage 11.3 says it should be refunded in full too.

Let's see how long they take to respond, if nothing in 14 days then can initiate charge back via CC.

 

[blackcat20]

Lodged the request via booking.com; the hotel were happy to cancel when I spoke to them directly last week so hopefully that flows through and we get a refund.

i'm guessing our Hawaii trip will need to be changed now, though its still outside the dates for changes. Anyone know what AA are doing for award tickets?