There is growing concern around the novel Coronavirus (COVID-19), and the entire travel industry is experiencing an unprecedented increase in service requests as travellers look to adjust their trips. These can be confusing and stressful moments, and we understand your need for timely answers and assistance.
Please know our teams are working incredibly hard right now to make trip changes and cancellations as simple as possible. While we are adjusting our operations and policies, we do ask for your patience. Right now, we are focused on customers with travel in the next 10 days. If your travel is not immediate, please visit our Customer Service Portal that includes online tools to help you change or cancel travel plans yourself.
- We will keep this page regularly updated to ensure we are providing the latest guidance, travel suggestions, and links to pertinent COVID-19 information so you can rest easy when making your travel plans.
April 25, 2020
May Travel Dates:
- For flights: If your flight is between now and May 31, 2020, we have new options to cancel your trip online at expedia.com.au/trips, or you can submit our cancellation form: expedia.com.au/travel-alert-refunds.
- Please note: If none of the above solutions worked, and your flight is departing within the next 10 days, use the “Contact Us” button at the top of our Customer Service Portal to speak directly with an agent. There are still currently extremely high hold times, so please do not call if you are not departing in the next 10 days so that we can better support travellers with more imminent needs
- For hotels: for customers who booked and paid for a non-refundable rate prior to March 19, 2020 for stays between March 20, 2020, and May 31, 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 refund or, in some cases, a voucher allowing you to rebook the original property at later dates.
Update for travellers with tickets booked on Qantas (travel before July 31):
- For those of you with bookings on Qantas, they have extended and simplified their flight credits for customers whose travel plans have been impacted. If you’re due to travel on a Qantas flight before July 31, 2020 and wish to change your plans, you can cancel your booking and retain the full value as a flight credit. Change fees will also be waived when you are ready to rebook. Flight credits must be requested by April 30, 2020, so for those who are unable to self-service online since their travel is beyond May 31, 2020, we will be reaching out to round-trip ticket holders directly via email to give you the option to cancel your flight for credit. Please be sure to keep an eye out and to check your spam/junk mail. Additionally, travellers who have bookings with Qantas from June 1 through July 31 2020 can call into our Australian call centre for support if needed.
Important message for customers with an upcoming trip
Here’s what you need to know if you booked a hotel on Expedia (non-package/bundle):
- For customers who booked a non-refundable rate prior to March 19, 2020 for stays between March 20, 2020, and May 31, 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, full value-voucher in the form of a coupon for future travel. There is no need to call us, however you must cancel your booking at least 24-hours before check-in to be eligible for this offer. If you are not scheduled to arrive in the next 24 hours and you wish to immediately makes changes to your itinerary, you can cancel your hotel stay at no penalty. Please refer to the self-service options on our Customer Service Portal.
- For customers who booked a non-refundable rate for stays after May 31, 2020, with the situation continuing to evolve, please wait and check back closer to your arrival date for the latest policies. If you do want to cancel today, you can do so from the My Trips page, but please be aware that all normal cancel penalties will apply.
- 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’ve already begun to reach out to some travellers directly and will continue to do so, but this will take some time. We appreciate your patience and understanding as we navigate through these unprecedented scenarios.
- For customers who have booked a refundable rate, please visit our Customer Service Portal to change or cancel using the self-service tools on our site. Have your itinerary number ready or login to your account to locate your trip.
Here’s what you need to know if you booked a flight on Expedia (non-package/bundle):
- For customers with a flight booking through to the end of May, you should have received an email from us or will receive one closer to your departure date to ask if you wish to keep or cancel your existing booking. Terms and conditions for credits of each specific carrier will apply. If your flight is scheduled to depart after May 31, please wait and check back closer to your departure date for the latest policies. If you do want to cancel today, you can do so from the My Trips page, but please be aware that all normal cancel penalties will apply.
- To make a flight change or cancellation between now and May 31st, you can use our new self-service tools to make it easier for you to manage your trip. Visit our Customer Service Portal to manage your travel plans now.
- If your airline has cancelled your flight, we are working through those bookings with our airline partners to issue credits where applicable and will be in touch —there is no need to call.
- 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.
- For customers with a flight booking on a low cost airline, such as Jetstar, we are unable to facilitate any changes or cancellations, for a full list of low cost airlines, please visit our Customer Service Portal. The quickest way you can adjust your travel plans is to reach out to them directly.
- We understand that many of you are looking for details as to why you are receiving a credit with an airline vs. a full refund. We’ve worked incredibly hard to push our partners to provide travellers with as much flexibility as possible due to COVID-19, particularly for flights that are ordinarily non-refundable or limit any changes. We recognise that an airline credit may not be what you were looking for, but know that these are extraordinary circumstances that travel partners are trying to work through. Once your credit has been processed, we’ll send you an email that outlines how you can use it for future travel.
- If you purchased a fully refundable fare, unfortunately we’re unable to process those at this time and our partners have requested we only provide airline credit. We ask that you contact your airline directly to receive more details on this matter.
Here’s what you need to know if you booked a package/bundle on Expedia:
- We’ve worked closely with our travel partners to provide options to cancel package bookings. For customers who have booked a package, each component of that holiday package needs to be cancelled separately and our Customer Service Portal has the latest travel information and instructions on how to service each part of their holiday package. We are also contacting customers who are due to travel imminently to give them information on options to cancel their upcoming package bookings.
Here’s what you need to know if you booked a holiday rental on Expedia:
- If you booked a holiday rental on Expedia and your travel plans have been affected by COVID-19, we want to share an important policy update. For several of you, changes or cancellations will need to be managed by visiting our sister site Vrbo. Full refunds for stays between March 13 and May 31 are subject to each individual property’s policy, but we are encouraging properties to be compassionate in these unprecedented times. We’ll be reaching out to you directly if your itinerary has been impacted.
Changing or canceling your trip online or through the Expedia app
In these critical moments, we ask that travellers who do not have trips starting within the next 3 days use the self-service tools in our Customer Support Portal and wait to call us. Here’s how to manage your own itinerary online or through the app:
- Login to your account online or through the Expedia mobile app to cancel or change travel plans. Use the “Change” or “Cancel” buttons in your itinerary for details. Upcoming trips can be found under “Trips” or “Manage Trips”.
- Travellers with tickets on eligible airlines or reservations at eligible hotels can submit online cancellation forms to receive credit for a future flight or a full hotel refund. Check the Expedia Customer Support Portal for latest guidance before submitting. Note: If you have already submitted a request, you do not need to call us for a status update.
- Due to the unprecedented volume of travel disruptions, refunds may take up to 30 days to process.
We understand you might have questions, but this will help us focus on customers with more imminent travel. Please know that policies are changing rapidly and are at the discretion of hotel and airline partners. If you aren’t seeing a flex policy for your specific booking, sit tight because updates are frequently posted on Expedia.
General tips for travellers who still need or want to travel despite COVID-19
As the current situation continues to evolve, travellers should try to adhere to the guidance from government and public health officials to help slow the spread of COVID-19. The Australian government has also advised Australians to avoid non-essential travel both internationally and domestically.
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.
- Stay informed. As a first step in planning any trip, check the latest travel advisories for your intended destination. As the situation continues to evolve, airlines may cancel or reschedule flights, we recommend travellers to regularly check updates and carefully review the fine print before booking any travel.
- 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.
- Book refundable hotels for any trips you are planning. Many hotels on Expedia offer free cancellation, and we’ve made it easy to find refundable hotels vs. non-refundable options. Use the “free cancellation” payment type filter to easily find options within your travel window and price point. Prices can vary, but right now we believe that flexibility matters.
- Check the fine print. Remember to check the fine print, especially when purchasing flights. Depending on what type of fare you choose, changes may either not be an option or could potentially incur a hefty fee. Be sure to read the terms and conditions of your ticket before making any purchases.
- If you’re travelling for an event, double check to see if it’s been postponed or cancelled.