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.

 

[knightfall88]

Anyone else planning to book a Japan trip in April/May 2021?

 

[Port Power]

Anyone else planning to book a Japan trip in April/May 2021?

No. My March 2021 to Japan trip has been cancelled and I reckon April will also be unlikely for overseas travel. My May trip to the UK has also just been cancelled too, so I think May could still be dodgy for going overseas. Bookings might go through the roof once a vaccine is announced!

 

[PineappleSkip]

Finally have a conclusion on my QF mixed revenue/award booking, with DSCs attached, that I attempted to voucher in March. It was about the seventh followup and my third go with QF 'customer care'.

The first visit to customer care, around July, got me a new voucher for the $$$ but no points refund. When I went to book a flight months later QF website claimed no knowledge of the voucher PNR, so off to customer care again. Finally got a callback from someone that suggested the combination of vouchers and QF IT are just too hard and the practical solution was refund. Which was what I got yesterday, points and $$$, nearly 8 months to the day.

cheers skip

 

[Mark1966]

Finally have a conclusion on my QF mixed revenue/award booking, with DSCs attached, that I attempted to voucher in March. It was about the seventh followup and my third go with QF 'customer care'.

The first visit to customer care, around July, got me a new voucher for the $$$ but no points refund. When I went to book a flight months later QF website claimed no knowledge of the voucher PNR, so off to customer care again. Finally got a callback from someone that suggested the combination of vouchers and QF IT are just too hard and the practical solution was refund. Which was what I got yesterday, points and $$$, nearly 8 months to the day.

cheers skip

Persistence pays off! Congrats

 

[OATEK]

I had to cancel my J reward flights to/from Hobart for last September when it became apparent borders were no lifting in time. Took about 2 days for the points and 8 weeks for $$. As soon as the dollars arrived I used them and the points to book similar J reward seats for June 2021.

 

[PineappleSkip]

Just when I thought instant border closures had gone the way of the dodo, they’re back again . As of now, there is one QF flight from SYD to BNE left today and it’s not cheap.
cheer(less) skip
(edit: 10 mins later, this is gone but seats momentarily appearing on other flights)

 

[Flashback]

Just dealing with all my cancellations now for travel I had booked for January to March. Everything booked was with BA so easily to be converted to a voucher (which we will easily use given our regular spend with them); but going to sit on each booking for as long as possible hoping the service is cancelled so we can just nab the refund.

Not as much luck with my QR booking I had to PER for Christmas last year though.

This constant changing of the rules is a pain in the .... I feel kind of screwed, as when I cancelled (well, put on hold) our flights just before Christmas I did so because they said I could place it on hold and then travel any time within the 2 years from issue window..... with no fare difference, so long as the same fare bucket was there when I do go to rebook (so allowed me free change assuming fare bucket available up till 26/1/2022). The new policy says until Dec 31, 2021 only now.

Of course a few days after my ticket was put on hold, the new refund policy came in (for voluntary) which would have been a much better option. That would have let me cancelled the booking voluntarily (as the flights were still running and weren't cancelled) for a full refund. Guess I'll continue to wait until the policy changes yet again. They change their policies more than their underwear it seems! The QR booking is quite a hefty amount of cash tied up.

 

[PineappleSkip]

the new refund policy came in (for voluntary) which would have been a much better option. That would have let me cancelled the booking voluntarily (as the flights were still running and weren't cancelled) for a full refund

I booked a QR ticket in Nov for an eyewatering sum, and noticed in the conditions that I could cancel for a voucher. They must keep this policy well hidden.

cheers skip

 

[Flashback]

I booked a QR ticket in Nov for an eyewatering sum, and noticed in the conditions that I could cancel for a voucher. They must keep this policy well hidden.

cheers skip

It was only updated a few days ago. Worth calling and asking if they can reverse the voucher and then process a refund. I'm going to try similar with my on hold ticket when I have time. Admittedly call hold times are much better now. On Dec 20 it took me <5 minutes both times I called.

 

[PineappleSkip]

Ta muchly. I have my travel ban exemption and not expecting to cancel, but good to know.

cheers skip

 

[Port Power]

Not as much luck with my QR booking I had to PER for Christmas last year though.

This constant changing of the rules is a pain in the .... I feel kind of screwed, as when I cancelled (well, put on hold) our flights just before Christmas I did so because they said I could place it on hold and then travel any time within the 2 years from issue window..... with no fare difference, so long as the same fare bucket was there when I do go to rebook (so allowed me free change assuming fare bucket available up till 26/1/2022). The new policy says until Dec 31, 2021 only now.

Of course a few days after my ticket was put on hold, the new refund policy came in (for voluntary) which would have been a much better option. That would have let me cancelled the booking voluntarily (as the flights were still running and weren't cancelled) for a full refund. Guess I'll continue to wait until the policy changes yet again. They change their policies more than their underwear it seems! The QR booking is quite a hefty amount of cash tied up.

When my May trip was cancelled, I elected to take QR’s option of a credit voucher with an extra 10% value rather than a refund. This was through my reputable TA. Of course the replacement trip is not going ahead this year either, so now the TA is starting the refund process. it is also a large amount, but it’s not like I’d be earning any interest of note if the money was still in the bank! IIRC the credit was good for two years, so it might be good for the same tour in 2022. At least for once I am not having to do the chasing.

 

[OATEK]

I posted on the 2021 travel thread that Lufthansa have finally come through on a booking I was meant to take last March and then the Oz border closed.

We had a muli-leg booking KRK-MUC-ATH-MUC-LHR that gave us a stay in Munich and connected for a cruise out of Athens, It was non-refundable, so we had not expected anything from LH becuase the first flight occurred. However they have finally offered to rebook 9mths after the whole mess began and to waive any rebooking fees.

So I have confirmed flights LHR-BER-LHR in December, but the most amazing part was that after they had recalculated the original fare (purchased in Zlotys and had to be converted to Euro) there was money credit left over and they are going to refund it!!

Of course still a big gap to fill before we can hope to take the flights. But it was fun sorting it out on the phone for 45 minutes - just like the old days, and there will be a small refund from the fares that I had written off.

 

[OATEK]

Just received another refund - for a Cotswold Cottage booked for last March (2020). Initially only allowed to rebook to March 2021, but when an automated email came about paying an extra 8 quid I complained about throwing good money after bad considering we would be unlikely to be able to use a booking before March 2022. They came back and offered to cancel and refund (about $750), so a good result. Still have $6k tied up in Aegean cruise that we can't hope to get a refund before Jan 2022 provided the cruise company stays afloat (pun intended).

 

[Flashback]

Just received another refund - for a Cotswold Cottage booked for last March (2020). Initially only allowed to rebook to March 2021, but when an automated email came about paying an extra 8 quid I complained about throwing good money after bad considering we would be unlikely to be able to use a booking before March 2022. They came back and offered to cancel and refund (about $750), so a good result. Still have $6k tied up in Aegean cruise that we can't hope to get a refund before Jan 2022 provided the cruise company stays afloat (pun intended).

Good result, shame though as it's a nice part of the world. If you do ever make it back there, there's some nice walks to do in and around the Sapperton Valley and if you end up in Frampton Mansell at all The Crown Inn is a nice pub to stop at. Great views out over the valley if you sit at the tables outside and magic with the right weather. A nice pint of Dunkerton cider is also very well recommended.....

 

[OATEK]

Good result, shame though as it's a nice part of the world. If you do ever make it back there, there's some nice walks to do in and around the Sapperton Valley and if you end up in Frampton Mansell at all The Crown Inn is a nice pub to stop at. Great views out over the valley if you sit at the tables outside and magic with the right weather. A nice pint of Dunkerton cider is also very well recommended.....

Stayed in the Cotswolds many times, including Aston Magna and Broad Campden (both in Father Brown country). Mrsoatek also has a family connection to Chastleton House near Moreton-in-Marsh. So I am sure we will be back there, if only to ride the GWSR.

 

[Lynda2475]

I just got an email from World Nomands insurance refunding the cost of the travel insurance policy I took out in Sept 2019 for the trip I was supposed to take in JUne/July 2020. They reached out by email in Nov advising I may be eligible for a refund of the premium (unless I plan to stull make a claim), I clicked i was interested and had forgooten about it.

I had exentensive pre-paid travel plans last year (> $12k) which didnt happen, I feel fortunate that now I have this refund, my total out of pocket is aboyt $100. Made up of the $80 cash copmponent of a hotel reward night in Singapore (where Accor refunded the points but not the cash co-payment) and cancelleation fee for shuttle transfer from CNS to Port Douglas when Anna P slammed the borders shut in August.

I found the airlines, hotels, tour compnies etc have generally all been great. It helped all my bookings were forsct an no travel agencts involved (except Amex travel on my $400 credit which was also returned).

 

[drron]

Well we both have had to change our bookings.After nearly 6 months in Tassie I was coming home next Monday - 15/2.
I kept an eye on the QLD health advice and ~ 3pm on Friday no longer allowed in without quarantine if transiting MEL.So booked LST-SYD-MCY instead of DPO-MEL-MCY.
Today QF cancelled our DPO flight.Flights already $50 dearer for each of us if we left changing until today.AFF experience is worth it.

 

[Flashback]

I rang Qatar today to use my booking that had been placed on hold just before Christmas last year, originally booked on Australia Day 2020, as expected although I was told by several agents I could book for any dates within 2 years from ticket issue without charge so long as the new booking was in R (the original booking class); that proved to not be the case and travel must be completed by 31/12/2021 was being enforced. I am happy to add a data point though to note that bookings that were placed on hold, are also eligible for a refund under the current Extending our Commitment v2.2 policy (https://www.qatarairways.com/conten...les/Extending Our Commitment v2.2 - Trade.pdf).

So the refund policy (voluntary) covers standard bookings, bookings that were converted to vouchers (for those of you who may have done this over the last year) and bookings that were placed on hold. I wasn't expecting the latter but glad it's happened none-the-less, the cash is better in my pocket. Now to wait my 28 working days!

 

[Flashback]

I rang Qatar today to use my booking that had been placed on hold just before Christmas last year, originally booked on Australia Day 2020, as expected although I was told by several agents I could book for any dates within 2 years from ticket issue without charge so long as the new booking was in R (the original booking class); that proved to not be the case and travel must be completed by 31/12/2021 was being enforced. I am happy to add a data point though to note that bookings that were placed on hold, are also eligible for a refund under the current Extending our Commitment v2.2 policy (https://www.qatarairways.com/content/dam/tradepartners/pdf-files/Extending Our Commitment v2.2 - Trade.pdf).

So the refund policy (voluntary) covers standard bookings, bookings that were converted to vouchers (for those of you who may have done this over the last year) and bookings that were placed on hold. I wasn't expecting the latter but glad it's happened none-the-less, the cash is better in my pocket. Now to wait my 28 working days!

An update ...... the card sent it to was closed, but that's usually not a problem, however in this case the bank itself was no longer active also. What a dilemma.

The bank said if the refund was sent prior to 17/2 they could then extract it and pass it on. Qatar said the payment was finalised 16/2. Complaint was raised with the bank after they failed to meet their 2-3 week time to dig out the money and pay it. Their complaints team came back to me a week ago, saying they've looked and sorry nothing there.

In the meantime, for the past 6 weeks I've been trying to get the ARN number from Qatar, which could be used to track the supposed payment that "shows as completed and definitely hasn't bounced back". Multiple phone calls, continued to be told ring back in 24 hours it will be available then. It never was. Multiple phone calls and "no supervisor available".

Late last week I finally got through to a supervisor on the phone, I finally was able to submit a complaint via their website (and actually got a CRM reference - pro trip, don't try to submit attachments, it just fails and you'll have to fill in the form again and submit with out, send them via e-mail once you have the notification/reference) and I reached out to their rep on FlyerTalk.

One of those 3 avenues seems to have worked, as while the supervisor promised to get me the ARN, that never came and I instead received an email asking me to provide proof of card/bank closure, plus a signed letter with the new details. That to me suggests that someone has finally had a look at it and realised the payment did indeed bounce back and/or was never sent. Relevant paperwork provided, phone call and e-mail then received from Qatar to confirm receipt and then finally, I wake up this morning..... and boom, the money is there! Great.

Small profit due to ForEx movements, but it covers almost to the penny the hotel booking for that trip that we had to cancelled and the hotel didn't refund. To be fair, of the 30+ hotel bookings we've had cancelled, that was the only one that hasn't refunded and with that now being made whole by ForEx movements on the airfare then in a cost neutral position. It's been a stressful few months as it seemed the money had gone into a black hole with no way to recover but finally we've come out the other side. Might even be able to extract an EMD voucher out of QR for the hassle.

 

[daft009]

Cancelled my redemption to Europe for this June which I had booked in June 2020

SQ sending me a refund and for the points too