Expedia Hong Kong is allowing its customers to cancel or change hotel and flight bookings to select destinations made through its website in the wake of the coronavirus outbreak.

The online travel agency said “we are doing our best” as it faces an “extraordinarily high number of enquiries and requests for assistance” which it said have led to long wait times and delayed responses.

“We are taking ongoing measures to manage this constantly evolving situation and focus is to service customers prioritising request based on travel dates,” said Expedia Hong Kong.

The company is asking customers to use its self-service tools by logging on to its website.

For customers who have booked hotel rooms or activities, Expedia Hong Kong said all bookings should be cancelled prior to check-in and the activity date to avoid a no show fee. All hotel and activity bookings booked through Expedia.com.hk within Hong Kong and to mainland China, Macau, Taiwan, the Philippines and Italy with check-in dates up to February 29 can be cancelled, said the online travel agency.

It added that customers can also manage or cancel their bookings through the company’s app, Expedia App, by clicking on its “manage or cancel my booking” function.

As for flights booked through the website, Expedia Hong Kong said flights to and from or through mainland China, Macau and Hong Kong can be cancelled if the cancellation is requested “ahead of the scheduled take-off”.

For customers travelling within the next 72 hours, Expedia Hong Kong said it “highly recommends” that they call its Cantonese or English support lines at +852 3077 4857 for assistance.

For other customers, Expedia Hong Kong said they should monitor its website for updates.

Business Traveller Asia-Pacific is updating a list of airlines that have cancelled flights to Hong Kong and a round-up of hotels who are offering refunds for cancellations in the wake of the coronavirus outbreak.