Expedia Hong Kong (Expedia HK) has outlined how customers can cancel or change an upcoming trip booked through its website in a media statement sent to Business Traveller Asia-Pacific.

The online travel agency, which noted that the travel industry is experiencing an unprecedented increase in service requests, said it is currently focusing on customers with travel planned in the next 72 hours.

It is advising those whose travel plans are not immediate to visit its Customer Service Portal which has online tools to help customers change or cancel their travel plans by themselves.

Hotels booked on Expedia (non-package/bundle)

For customers who booked and paid for a non-refundable rate before March 19 for stays between March 20 and April 30, Expedia HK said it had sent an email to them to ask if they wish to keep or cancel the existing booking. Customers who decide to cancel will be eligible for a full refund or full value-voucher in the form of a coupon for future travel, according to Expedia HK. The online travel agency said “there is no need to call us” but customers must cancel bookings at least 24 hours before check-in to be eligible for this offer.

For customers who booked a non-refundable rate for stays after April 30 this year, Expedia HK said “we will continue to work with travel partners as necessary to implement flexible policies” as this is an “evolving situation”.

“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 with our partners and provide credit where possible. 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,” said the online travel agency in the statement.

For customers who have booked a refundable rate, Expedia HK said they should visit its Customer Service Portal to change or cancel the booking using the self-service tools on the site. It added that customers should have their itinerary number ready or log in to their account to locate their trip.

According to the online travel agency, customers should make sure that they are referencing the Expedia Itinerary Number instead of the airline or hotel confirmation code.

“Due to the unprecedented volume of travel disruptions, refunds and credits may take up to 30 days to process. We apologize for the inconvenience and if after 30 days you have not seen your refund or credit processed, please don’t hesitate to reach out,” Expedia HK said in its statement.

Flights booked on Expedia (non-package/bundle)

Expedia HK said for customers with a flight booking through the end of April, they should have received an email from them or will receive one closer to their departure date to ask if they wish to keep or cancel their existing booking.

To make a flight change or cancellation between now and April 30, customers can also use self-service tools. Expedia HK said they should visit its Customer Service Portal to manage their travel plans.

If an airline has cancelled the flight, Expedia HK said “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 us”.

For customers whose travel date has passed, Expedia HK said it wants to “assure you that we are working with our partners to attend to your needs”.

For customers who booked flights with low-cost airlines, Expedia HK said it is “unable to facilitate any changes or cancellations”, and “the quickest way you can adjust your travel plans is to reach out to your airline directly”.

In regards to refunds, Expedia HK said the following: “We recognize 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.”

Expedia HK said it is unable to process a fully refundable fare. The website said its partners have “requested we only provide airline credit”. The online travel agency asks that “you contact your airline directly to receive more details on this matter.”

Customers who have booked a package/bundle

“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,” Expedia HK said in a statement.

Customers who have booked a vacation rental on Expedia

Expedia HK said customers who have booked a vacation rental and their confirmation number begins with HA, they should visit the Coronavirus vacation rental page.

For all other vacation rentals, Expedia HK is asking customers to access their booking from the website’s My Trips page and follow the instructions to cancel.

Changing or cancelling a trip online or through the Expedia app

Expedia HK said it is asking travellers who do not have trips starting within the next three days use the self-service tools on its Customer Support Portal and “wait to call us”. 

Here’s how customers can manage their own itinerary online or through the app, according to Expedia HK:

  • Log in 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 “My Trips”.
  • If your hotel or airline is eligible for refunds or free cancellations, fill out an online form. 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 or latest guidance before submitting. Expedia HK said if you have already submitted a request, you do not need to call them 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,” said Expedia HK in its statement.

“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,” it added.