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.

 

[brett0004]

Booking.com seem not too interested when it comes to cancellations of non refundable bookings.
2 weeks ago I received a message from the hotel we had booked in Vietnam saying they would be closed on the dates we had booked due to covid 19 but with no mention of a refund only they would move the dates (totally didnt suit our travel plans) I screen shot the message and sent to Booking.com asking to cancel the booking, All I got back was that the booking was still valid and we would be charged !!! All other bookings including travel with Thai Airlines were cancelled with refunds no problems. Still waiting for the F1 ticket refund. Oh well I guess it will end up being a donation to the hotel.

 

[Flashback]

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?

I think it's too far out for you at the moment:
Tickets purchased before March 1, 2020 for travel through May 31, 2020 can be rebooked without change fees. Customers who book March 1 to March 31, 2020 for travel through February 28,, 2021 can change their reservation at a later date without change fees.
Award tickets for travel through April 30, 2020 are not being charged redeposit fees (based on our experience so far after calling in).

Monitor this: Coronavirus travel updates − Travel information − American Airlines

 

[blackcat20]

I think it's too far out for you at the moment:
Tickets purchased before March 1, 2020 for travel through May 31, 2020 can be rebooked without change fees. Customers who book March 1 to March 31, 2020 for travel through February 28,, 2021 can change their reservation at a later date without change fees.
Award tickets for travel through April 30, 2020 are not being charged redeposit fees (based on our experience so far after calling in).

Monitor this: Coronavirus travel updates − Travel information − American Airlines

Thanks. Yeah we're still just waiting. I'd like to think we could still go, but I doubt it. Hopefully we just need to push it back a little.

 

[ramamba]

Has anyone dealt with Aunt Betty recently? Trying to cancel 2 VA domestic flights booked via them during amex flightcentre group promo.

Trying to get through the call centre, the phone disconnects after 1hr on the line even when i select the "my travel is within the next 4 days" option.

Managed to get through to VA and advised them that i do not intend to travel, however according to VA, still have to contact the travel agent to arrange travel bank or refund. On Aunt Betty website though they are saying "We are currently unable to accept emails due to volume due to COVID-19." So i'm kinda stuck.
Any tips or ideas?

 

[AdMEL]

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

Can you please elaborate and/or provide a link?

My partner, myself and my three year old have SQ J flights booked using KrisFlyer points (696,000) for late July to BCN and I have been keeping a look out to see what will happen, but haven’t seen anything.

Thanks.

 

[amaroo]

Can you please elaborate and/or provide a link?

My partner, myself and my three year old have SQ J flights booked using KrisFlyer points (696,000) for late July to BCN and I have been keeping a look out to see what will happen, but haven’t seen anything.

Thanks.

Here you go.....

SQ service reductions during May

Bugger is a naughty word? Can't be too much of a naughty word otherwise the site dirty word catcher would have deleted/replaced it. Some time ago, I tried to use a 5 letter word that is often used to describe female dogs (referring to some people complain a lot) and got edited and chastised.

www.australianfrequentflyer.com.au

 

[Pushka]

Luxury Escapes. Trying to con a little.

I'd contacted the hotel directly as the dates offered by LE were useless. May? Anyways the hotel was very accommodating and gave me a date in December that wasn't available on the LE lists. LE contacted me today, a bit miffed I'd gone direct but who cares. Then said I'd have to pay an extra $140 for that week. I replied that the resort did not mention any surcharge and that there were no surcharges on their site for the dates that LE had offered. Oh Mrs X, you must have been dealing with a clerk at the hotel who had no idea of the contractual requirements.

I logged into LE and could see that suddently there were all these extra surcharges for every week that were just not there last week. Then I remembered -

Ho Ho Ho Mr LE, here are the screenshots I took last week showing no surcharges to rebook.

I love my iPad.

 

[m_diggity]

Luxury Escapes. Trying to con a little.

I'd contacted the hotel directly as the dates offered by LE were useless. May? Anyways the hotel was very accommodating and gave me a date in December that wasn't available on the LE lists. LE contacted me today, a bit miffed I'd gone direct but who cares. Then said I'd have to pay an extra $140 for that week. I replied that the resort did not mention any surcharge and that there were no surcharges on their site for the dates that LE had offered. Oh Mrs X, you must have been dealing with a clerk at the hotel who had no idea of the contractual requirements.

I logged into LE and could see that suddently there were all these extra surcharges for every week that were just not there last week. Then I remembered -

Ho Ho Ho Mr LE, here are the screenshots I took last week showing no surcharges to rebook.

I love my iPad.

Those cheeky buggers!

I'm still holding out hope on getting a cash refund from LE. I have reached out to both the LE hotels we had booked (one in Singapore and one in Thailand) and both have said in writing that they are willing to offer a full refund, and to organise it through LE.
Otherwise CC chargeback might be my only option - problem is the cards are closed now!

 

[robtemt]

Luxury Escapes. Trying to con a little.


Ho Ho Ho Mr LE, here are the screenshots I took last week showing no surcharges to rebook.

I love my iPad.

Name and shame them on Twitter.

 

[m_diggity]

Has anyone dealt with Aunt Betty recently? Trying to cancel 2 VA domestic flights booked via them during amex flightcentre group promo.

Trying to get through the call centre, the phone disconnects after 1hr on the line even when i select the "my travel is within the next 4 days" option.

Managed to get through to VA and advised them that i do not intend to travel, however according to VA, still have to contact the travel agent to arrange travel bank or refund. On Aunt Betty website though they are saying "We are currently unable to accept emails due to volume due to COVID-19." So i'm kinda stuck.
Any tips or ideas?

I haven't dealt with Aunt Betty, so take this with a grain of salt.
If you paid for this trip, and you have actively been trying to get in contact and request a refund, and have proof of this (emails, screenshots, etc) then I think you might be able to request a chargeback (assuming you paid for the trip on a CC).

Others may have better advice.

 

[William Kilner]

We are supposed to travel with Qantas on a ticket bought through Webjet.... tomorrow to New Zealand. This ticket was bought on the 1/03/2020. Of cause we cannot travel to New Zealand! Qantas refer me back to Webjet but they keep telling me to wait until the last 48 hours....well it is and no contact! Apart from a generic email from the CEO, Mr. Gault I have been unable to get any information. I have sent four emails via the address given but no replies . I have tried to ring at three in the morning on numerous times and have tried the online portal but no response. Apparently this infrastructure is off shore in the Philippines and they have been shut down for weeks. I replied to Mr. Gault's generic email saying that according to ACCC reviews of cancellations in the case where the customer and company are not responsible for the reason then a full refund is necessary. No points or vouchers as what guarantee is there that this shut down will last for a year!
We also had a ticket purchased through Qantas to fly to Japan to catch the Holland American ship, Westerdam but that cancellation of the ship forced us to seek cancellation of that ticket and they were reluctant to commit via email but verbally agreed to a full refund that I documented.
Obviously, the ACCC and Airline Customer Advocate will be busy dealing with these corporate cowboys who are supposedly have a corporate catch cry "We will look after you if things don't go as planned".....well that is a joke! At least Holland America are up front and said they will refund in a document.
Australian cowboys who are now looking for a taxpayer bail out treat customers with absolute contempt. I see another Royal Commission in to travel rorts in the future with again no results!

 

[Pushka]

I haven't dealt with Aunt Betty, so take this with a grain of salt.
If you paid for this trip, and you have actively been trying to get in contact and request a refund, and have proof of this (emails, screenshots, etc) then I think you might be able to request a chargeback (assuming you paid for the trip on a CC).

Others may have better advice.

This is exactly what I Did. I have screenshots of a messenger thread stating I could not contact them, I have submitted my details of PNR etc and that this is proof I have cancelled prior to the flight (that was last week). and want refund as per the Business Class booking I had made. Emails stating the same. And lodged a credit card dispute with screenshots of all of this, as well as the Fare refund conditions.

Did I say I love my iPad? Screenshots are the way to go.

 

[m_diggity]

We are supposed to travel with Qantas on a ticket bought through Webjet.... tomorrow to New Zealand. This ticket was bought on the 1/03/2020. Of cause we cannot travel to New Zealand! Qantas refer me back to Webjet but they keep telling me to wait until the last 48 hours....well it is and no contact! Apart from a generic email from the CEO, Mr. Gault I have been unable to get any information. I have sent four emails via the address given but no replies . I have tried to ring at three in the morning on numerous times and have tried the online portal but no response. Apparently this infrastructure is off shore in the Philippines and they have been shut down for weeks. I replied to Mr. Gault's generic email saying that according to ACCC reviews of cancellations in the case where the customer and company are not responsible for the reason then a full refund is necessary. No points or vouchers as what guarantee is there that this shut down will last for a year!
We also had a ticket purchased through Qantas to fly to Japan to catch the Holland American ship, Westerdam but that cancellation of the ship forced us to seek cancellation of that ticket and they were reluctant to commit via email but verbally agreed to a full refund that I documented.
Obviously, the ACCC and Airline Customer Advocate will be busy dealing with these corporate cowboys who are supposedly have a corporate catch cry "We will look after you if things don't go as planned".....well that is a joke! At least Holland America are up front and said they will refund in a document.
Australian cowboys who are now looking for a taxpayer bail out treat customers with absolute contempt. I see another Royal Commission in to travel rorts in the future with again no results!

You need to call Webjet. As your flight now falls within the 48 hour window, I would be ringing them again, ASAP.
When you say no response, do you mean you are stuck on hold and they don't pick up? Or do you mean the number rings out, and you actually cannot get into a queue?
Document all of this, with screenshots, and a detailed log. Even if Webjet call centre is located in Philippines, I would have thought by now they would have made some arrangements so that people who are due to travel within 48 hours have a way to communicate with them.

 

[blackcat20]

Our LE deal doesn’t have any later dates available. It was up till end of July and it’s sold out I wonder if they’ll extend it?

 

[Flashback]

Happy to report all 3 hotels booked in Germany (Bavaria) via Booking.com that were non-refundable have been approved by each relevant hotel owner for free cancellation. Makes sense given the restrictions in place, akin to a lockdown.

What it does also bring to light is for a trip I have that's only a week later that has the same kind of restrictions, the fact that they're saying no, too bad, travel insurance definitely leaves them on my 'never book again' list.

 

[Pushka]

Our LE deal doesn’t have any later dates available. It was up till end of July and it’s sold out I wonder if they’ll extend it?

Contact your hotel directly. The dates that LE offer suck.

 

[Flashback]

Looks like Qatar will soon be offering rebooking without fare difference. Much better.......

 

[OATEK]

We had booked 6 nights in the Cotswolds with holidaycottages dot co dot uk when we cancelled Europe and our cruise. Our stay was due to commence yesterday. I began sending them emails about 10days ago, but never received a direct reply. Received various emails of a general nature about how clean the cottage would be, until the UK Government dropped the axe and told everyone to stay in the primary residence. The cottage people then re-stated the T&Cs, that there would be no refunds, and we should all pick a new date.

I tried to engage with them by email, but they refuse to participate in a conversation. So I have applied to push the booking out to the same time next year, All a bit silly really, and very unlikely I will even be in the same hemisphere around then.

 

[Flashback]

Seems another wave of cancellations are coming through from BA, received cancellations for 3 of 4 flights in April. 2 were on a single booking, so I used the Javascript trick to get it to request a real refund rather than voucher; so hopefully that'll come back including the part-paid Avios too once it's been fully processed.

 

[drron]

Cancellations are certainly biting.French hotel occupancy has fallen off the cliff.

French Hotel Occupancy Plummets To 3%

French hotel occupancy rates have reached an all-time low of 3.3%.

loyaltylobby.com