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Coronavirus travel advice: Everything that you need to know

The entire travel industry is experiencing an unprecedented increase in service requests from customers due to the overwhelming impact of the novel coronavirus (COVID-19).


We’re really sorry for such long wait times due to the increase in call volumes. Every Expedia team member who can help is working to add more capacity, self-service options, and collaborating with many thousands of our global travel partners.


Importantly, we are focused on customers with travel in the next 72 hours. If your travel is not immediate, please visit this site that includes newly built online tools to help you change or cancel travel plans electronically yourself.


Here’s what you need to know:

Customers with Lodging Bookings (non-package/bundle):

  • For customers who booked a non-refundable rate prior to March 19, 2020 for stays between March 20, 2020, and April 30, 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, in some cases, a voucher allowing you to rebook the original property at later dates. There is no need to call us, however you must cancel your booking at least 24-hours before check-in in order to be eligible for this offer.
  • For customers who booked a non-refundable rate for stays after April 30, 2020, with the situation continuing to evolve, we will continue to work with travel partners as necessary to implement flexible policies.
  • For customers whose lodging travel 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 appreciate your patience.
  • For customers who have booked a refundable rate, please visit this site to change or cancel.
  • For those looking to make a new booking, we strongly recommend choosing a rate that allows for free cancellation.

 

Customers with Flight Bookings (non-package/bundle):

  • For customers with a flight booking, we will email you in the coming days to ask if you wish to keep or cancel your existing booking. Terms and conditions for credits of each specific carrier will apply.
  • 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.

 

Customers with Package/Bundle Bookings:

  • We want to assure you that we are working to assess the needs of customers who booked a package/bundle and will provide guidance as soon as we can. We appreciate your patience.

 

While we are adjusting our operations and policies as quickly as possible, we do ask for patience and reiterate that if your travel is not within the next 72 hours, please wait until your trip is closer before contacting us.

We thank you for your continued understanding. There’s nothing more important to us than our customers remaining safe through this anxious and stressful time. All of us at Expedia value you and are grateful for your business.

 


Important links

  • If you're looking for more information on how to change a potentially affected trip, please visit our Customer service portal
  • To learn more about COVID-19, including what the symptoms are and how to protect yourself against getting sick, we recommend visiting the World Health Organization

 

Frequently asked questions

What's the best way to find flights that have flexible change policies or are refundable?

Due to COVID-19, many of our trusted airline partners are waiving change fees for eligible new bookings*, so consider filtering for these airlines during your search.

*Fares, fees, rules and offers are subject to change without notice. Please reference the airlines’ policies directly to verify eligibility.

What if I already have travel booked?

Consider following the tips below for a seamless trip:

  • 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 get to your gate.
  • Stay up to date on the latest travel advisories, in case your origin or destination is affected by COVID-19. Check these regularly so that you have time to adjust travel plans as needed.
  • If you do wish to make changes, we're here to help. Visit our Customer support portal to find out your options.

 

What if I already have travel booked but want to change my plans as a result of COVID-19?

  • Customer service centres are seeing unusually high numbers of calls, which means that it’s tough to get through, whether it's to Expedia or our partners. You can save yourself some time by going to their policy pages online, where all the information on the status of any booked travel is posted.
  • Visit our Customer support portal to learn more about what policies are available for your trip.
  • In many instances, you can change your booking online yourself. If you absolutely can’t get hold of your hotel, that’s when you should call up.
  • If your trip is not within 7 days, we urge you to hold off calling customer service so we can help customers with more imminent travel.
  • Check your travel insurance policy to see if changes and cancellations due to unforeseen events like COVID-19 are covered. If you purchased travel protection through Expedia, you can learn more about your coverage on our Travel Guard page.
  • Look at potential dates for rebooking your travel according to the airline or hotel policy coverage. Policies may change or be added at any time, so check for updates before rebooking.

How do you know if you are eligible for the policies?

  • Policies will vary from partner to partner, but many of them cover travel to highly affected areas until the end of March. The dates and destinations change frequently as more is learned about the situation, so it's very important for travellers to check with their airline or hotel partner if they have an upcoming trip.
  • Some hotels are also offering various flexibility policies if you've booked through Expedia. We have our own flexibility policy in place for all hotel bookings throughout March, where we will take care of any fees upfront and ensure that it is as easy as possible to make adjustments to your trip.

How can I stay informed about COVID-19?

When making any decisions, make sure that you stick to the facts. Trusted sources of information should be government websites, including the following: