Are coronavirus fears driving you to cancel your upcoming vacation? If you’re considering canceling, you aren’t alone. In recent weeks, pleas for help from travelers who want to cancel cruises, flights, and hotels have inundated our helpline.
These consumers all hope to override the written contract they have with these providers and get a full refund.
But if you decide to cancel your vacation, can you get your money back? (Updated Aug 2)
Coronavirus fears are hitting the travel industry hard
Coronavirus has sparked fear in an increasing number of travelers worldwide. This pandemic has walloped the travel industry. If the cruise lines, airlines, and hotel groups granted all the refund requests, the industry would inevitably collapse.
So what’s the answer?
Taking into consideration the health threat that the coronavirus currently poses, travel providers have implemented various waivers and credit offers.
If fears of the coronavirus weigh heavily on your mind, this guide can help you navigate your decision to cancel your vacation.
Cruises: Here are the current coronavirus cancellation policies
Without question, the coronavirus pandemic has hit the cruise line industry the hardest. In fact, just this week, the Department of State issued a warning that passengers with underlying health conditions should not cruise. This advisory has caused cruise lines to scramble to develop some temporary cancellation policies. These cancellation terms deviate significantly from their normal, rather restrictive, contracts.
Here are the most up to date coronavirus cancellation policies for the major cruise lines. (March 14: As of today, all major cruise lines have suspended operations.)
*Note: Although the cruise line doesn’t owe you a refund if it changes your itinerary if your cruise is canceled, it does.
The cruise line is currently offering a variety of onboard credits as incentives for passengers who decide to sail as planned. Guests who have a scheduled Carnival cruise through Sept. 30 can cancel and receive a future cruise credit to be used by April 30, 2023 (Note: Passenger must re-book by May 23, 2021). There are also a variety of onboard cruise credits that the passenger can apply to the new sailing. *Sept update: Carnival announced new suspension dates — all sailings are canceled through Oct 31, but many are canceled through to the end of 2020 and into 2021. Please check this link to the Carnival site for more information.
In response to coronavirus concerns, Celebrity has developed a new Cruise with Confidence cancellation program. This policy allows passengers to cancel any time up to 48 hours before the sailing on any voyage until Sept. 30 and receive a full future cruise credit, to be used by May 4, 2022. *July 16: Update: Celebrity extended its suspension of all cruises until Oct. 31.
Disney Cruises is making temporary adjustments to its cancellation policy for passengers who are fearful of coronavirus. Travelers who wish to postpone their scheduled cruises through March 2021 may cancel without penalty up to 15 days prior to the sailing. They can receive a 100% future cruise credit for use through April 2022. (Note: If Disney canceled your cruise, you are eligible for a refund) *July Update: Disney has canceled all cruises through Oct. 31.
(July 22 update) MSC has canceled most sailings through September. Please see the full list of MSC cruise cancellations here. Passengers scheduled on a canceled cruise can request a refund or a 125 percent future cruise credit (good through Dec. 31, 2021) directly through the MSC website. Travelers scheduled on cruises through Oct. 31, 2020, may cancel up to 48-hours before the sailing and receive a full future cruise credit good until Dec. 31, 2021.
NCL has implemented a policy that allows its passengers to cancel up to 48 hours before any cruise from now to Sept. 30 and receive a full future cruise credit. Cruisers must use their credit by Dec. 31, 2022. *July 29 Update: NCL will not be sailing again through October and some sailings have extended suspensions.
As of July 22, most cruises are canceled through October. Passengers can receive a refund or they can opt for a 125% future cruise credit for use before May 1, 2022. Princess has also indicated that passengers who canceled their cruise on or after Feb. 4, 2020 are also eligible for this offer. Note: Many routes and ships have more extended suspensions. You can read more details on the Princess site.
- Regent Seven Seas
RSSC Guests who wish to cancel their scheduled cruises through Dec. 31, 2020, may do so up to 24 hours before the scheduled departure and receive a 100 percent future cruise credit. That credit can be used through Dec. 31, 2022. On July 29, Regent extended the global suspension of its cruises through Oct. 31.
- Royal Caribbean
RCCL is currently offering penalty-free cruise cancellations to passengers who cancel any time up to 48 hours before the start date of any scheduled voyage. The cruiser must rebook by Dec. 31, 2020 for a cruise before April 30, 2022. *July 30 Update: Royal Caribbean has canceled all cruises through Oct. 31.
The Temporary Risk Viking Risk-Free Policy was created in response to coronavirus fears. It covers all passengers who have made or will make a cruise reservation by April 30, 2020. This temporary policy allows cruisers to cancel up to 24 hours before their scheduled voyage and receive a 100% future cruise credit, to be used within 24 months from the date of issue. *July 8 Update: Viking has suspended all river and ocean cruises scheduled through Dec.31. Guests can choose to receive a full refund or a future cruise credit equal to 125 percent of their original cruise fare, to be used within two years.
Airlines: Here are the current coronavirus cancellation policies
Coronavirus cancellations and drops in sales have similarly pounded the airlines. Here are the current cancellation policies developed by the airlines to address coronavirus fears.
*Note: If the airline cancels your flight, the carrier always owes you a full refund.
- American Airlines (Updated in August)
American Airlines is offering its passengers coronavirus cancellation penalty waivers (updated in Aug) on any ticket booked for travel through Dec. 31. The traveler must use the credit by December 31, 2021. *The passenger must pay any fare differential on the new ticket.
- Delta Air Lines (Sept. update)
For any Delta Air Lines passenger booked for travel from now to Dec. 31, the airline is eliminating change fees. Travelers who purchased their tickets before Aug 31 will have until Sept. 30, 2022 to rebook. Also, all eCredits that the airline issued previously for canceled flights from March 1 will have the same Sept. 30, 2022 expiration date. Additionally, the newest update to the Delta COVID cancellation policy includes this important information for passengers: “The fare difference will be waived for changes to existing travel between March – September 2020 if originally purchased before April 17th and traveling to the same destination before September 30, 2020.” *On Sept 1, Delta Air Lines announced that going forward it will permanently eliminate change fees for domestic flights.
- United Airlines (Sept update)
United Airlines has also established a cancellation and incentive program for its customers. Passengers who hold a ticket for a flight on United Airlines through Dec. 2020 can change their flights without penalty. United has announced that all electronic flight credit issued during this time will now be valid for 24 months from the date of the flight credit. *All eligible tickets must have been purchased prior to March 2, 2020. For new tickets purchased through Aug 31, passengers will have up to one year to change the flight without penalty (fare differentials apply). *Aug. 31: United Airlines announced that the carrier is getting rid of “most” change fees permanently for domestic flights.
- Southwest Airlines
Southwest Airlines has some of the most customer-friendly cancellation policies available to passengers. The airline never charges its guests a cancellation fee as long as the traveler cancels at least 10 minutes before the flight. So should you decide to cancel your vacation because of coronavirus fears (or any other reason), make sure you cancel before that deadline and get a confirmation.
- Spirit Airlines
Spirit Airlines is offering its passengers penalty-free cancellations at this time. Passengers will receive flight credit that they must spend (not fly by) in the next 6 months. There is an online form that Spirit customers who wish to cancel over coronavirus fears can use to easily apply for the flight credit.
*Note: Face masks are currently required by all airlines should you wish to proceed with your flight plans.
Hotels: Here are the current coronavirus cancellation policies
Undoubtedly, the hotel industry is right behind the airline and cruise line industry with coronavirus repercussions. Here are the temporary coronavirus cancellation policies for the major chains as of Aug 2, 2020.
- Hilton Hotels & Resorts
The Hilton group has developed a temporary coronavirus penalty-free cancellation policy for all reservations canceled now through Sept. 30.
- Intercontinental Hotel Group
IHG guests who must cancel their reservations due to coronavirus fears can cancel or reschedule their hotel stay through Sept 30 penalty-free if their reservations were made before April 6. *Starting Oct 1, reservations will be held to the standard cancellation policies in place at the time the booking is made.
- Marriott International
Marriott International had been waiving all cancellation penalties for guests who wished to cancel during the coronavirus crisis through June 30. Please carefully review Marriott’s policy should you be planning to book a stay through Sept. 30 or have a current reservation.
Canceling your vacation rental or hotel when no waiver exists
Unfortunately, this is where it gets tricky. Many vacation homes are privately owned, so your rental contract is going to be the key factor should you decide to cancel your vacation over coronavirus fears. Some vacation rental owners will be more flexible than others. But if you’re asking for a goodwill gesture, it’s critical to keep that in mind. When formulating your request, remember, you want to make the owner want to be flexible and help you. So keep it cordial and don’t make demands for things to which you aren’t entitled.
The same holds true with nonrefundable hotel reservations if there is no waiver in place for your location. You’re going to need to be extra friendly and hope that your request lands on a sympathetic ear.
In both cases, consider asking for a future travel credit as an alternative to a refund. Many vacation rental owners and hotels will be more willing to overlook the official cancellation terms if you request a credit rather than a refund.
*Sept 1 update: Airbnb has announced a sweeping change in their extenuating circumstances cancellation policy in light of coronavirus fears. For guests with reservations through Oct. 31, they can cancel for a full refund. Hosts can cancel without penalty as well. You can read more about Airbnb’s CO VID19 temporary cancellation policy. The updated policy announced on March 30 also provides financial relief for hosts.
*Vrbo has updated its coronavirus cancellation guidelines. The company has announced it will refund all the fees it has collected for stays that are canceled because of the coronavirus pandemic for reservations through June 30. It also has requested that its hosts offer guests who wish to cancel during this time an alternative stay date. Lastly, for guests who don’t want to book an alternative date, the hosts should offer “at least a partial refund. Although they [the host] are not obligated to provide a refund outside of the cancellation window, those who do not offer flexibility are subject to penalties in our marketplace.” (Vrbo’s has not updated its coronavirus cancellation policy since May).
The bottom line: Our team can’t mediate individual goodwill gestures if coronavirus fears cause you to cancel your vacation
As a nonprofit consumer advocacy organization, we mediate cases in which the company is operating outside of its established policies.
On rare occasions, we do contact companies and request goodwill considerations. However, the sheer number of requests we are receiving concerning coronavirus cancellations makes it impossible to mediate individual cases. But this should not deter you from making your own plea to your travel provider.
Our research team has made it easy to access the executive contacts of all of your travel providers. From cruise lines to airlines and hotels, the information you’ll need to make your request is all there. (Thanks, Meera and John!)
Keep these things in mind before and after coronavirus fears lead you to cancel your vacation
- Be aware
The coronavirus cancellation policies issued by the travel industry are quite fluid — changing daily, sometimes even hourly. Monitor the websites of your cruise line, hotel and airline for updates. You must review your travel provider’s current policies before you cancel your vacation. Even if you’ve decided to cancel your vacation, in most cases, there is no value in canceling weeks or months beforehand. Remember, if your cruise, flight, or tour is eventually canceled, your travel provider owes you a full refund. So often, it’s best to wait it out and see if your provider cancels.
- Be polite
If you’re asking for a refund and the provider has not waived the cancellation penalties, keep in mind that you’re asking for a goodwill gesture. Review Christopher’s article about resolving your own consumer problem and keep your request short and polite.
- Be patient
Unfortunately, you are in the same boat as thousands of others who also want to cancel their vacation because of coronavirus. The cruise lines, airlines, hotels, and consumer advocates are plowing through tons of requests every day. You’ll need to have some patience waiting for your answer.
- Be reasonable
Finally, you must stay reasonable with your cancellation request. Recently, we’ve seen travelers who want the cruise lines to refund trips many, many months into the future. Or they want to cancel vacations that have no real coronavirus threat at this time for a full refund. The truth is that no one knows how this pandemic will play out. If your trip is far into the future, it’s best to stay calm and keep an eye on the situation. Hopefully, by the time your vacation rolls around, the coronavirus will be a distant memory. (Michelle Couch-Friedman, Elliott Advocacy)
*Last updated on Sept 16 — originally published on March 11