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Travel Provider COVID-19 Policies

Travel Provider COVID-19 Policies

Last Updated: 26/03/2020

As the novel coronavirus (COVID-19) continues to spread, many travellers are asking: Can I get my money back if I cancel my holiday? We've compiled a list of the current cancellation policies across major holiday providers however recommend getting in touch with them directly to confirm how your booking may be affected.





Contact number

Air Canada If you made a flight booking before 31 Mar 2020, and you want to cancel it, you can do so with no cancellation fee. You will receive full credit, which you can use towards future travel. This credit is valid for travel before 31 Mar 2021. 1800 954 196
Air China You can apply for a refund either through the online refund functionality or over a ticketing counter as long as the request is submitted on/before 30 Apr 2020. If your ticket was purchased through travel agents, it is recommended you make contact with your original ticketing travel agent for a refund. 00 1800 860 999
Air New Zealand Air New Zealand are offering the option to hold your fare in credit for any international or domestic bookings for travel commencing between 20 Mar and 31 May 2020. You can action your credit at 13 24 76
American Airlines American Airlines has extended its offer to waive change fees for customers who purchased tickets prior to 1 Mar for travel through 1 May 2020. The offer is available for any of American’s fares and customers have until 31 Dec 2020 to rebook travel for future flights. 02-9101-1948
British Airways You can change the destination, date of travel, or both without being charged a change fee, on all new bookings made from 3 Mar to 31 May 2020, as well as any existing bookings that depart up to 31 May 2020. 1300 767 177
Cathay Pacific Cathay Pacific are waiving rebooking and cancellation fees for bookings made prior to 17 Mar 2020 for travel up until 31 May 2020. 131 747
Delta Any ticket booked for travel through to 31 May 20202 qualifies for waived change fees. For travel from 1 June to 31 Dec 20202, a fare difference will apply. 1800 458 368
Emirates As per the UAE government’s directive, Emirates will temporarily suspend all passenger services from 25 March 2020. Customers who booked directly with Emirates can visit the Travel Voucher webpage and add “Refund request due to Coronavirus” in the comments section. Customers who booked with a travel agent should contact them for further assistance with their bookings. 1300 303 777
Etihad Airways If you’re scheduled to fly with Etihad Airways before 30 June 2020, you can rebook your flight for free, or use the value of your ticket as credit towards your next trip. 1300 532 215
Hawaiian Airlines Customers who book a flight from 1 Mar to 31 Mar 2020 may change their travel to a future date without incurring change fees. 1300 661 339
Japan Airlines Regardless of ticket rules and conditions, Japan Airlines now accept refunds without any fees. 1800 531 870
Jetstar Jetstar is offering the option to cancel and receive a credit voucher on all new and existing flight bookings from 15 Mar - 31 May 2020. 131 538
Qantas Customers with existing bookings on any remaining international or Australian domestic flight until 31 May 2020, who no longer wish to travel, can cancel their flight and retain the value of their booking as a flight credit. For flights after that date you can choose to change to a new date, or cancel your booking and use the value towards a future flight. 1800 227 4500
Scoot Customers affected by entry restrictions to the countries they are travelling to, with travel periods from 23 Jan to 31 May 2020 can re-book the flight to a later travel date with same origin and destination, subject to availability. Change fees will be waived. Customers may also request a 100% refund of unused itinerary value via a Scoot travel voucher. (02) 9009 0860
United Airlines For tickets issued from 3 Mar to 31 Mar 2020, you can change your flight for free up to 12 months from the original ticket issue date. Alternatively, you can cancel your flight and get flight credit for up to 12 months. 131-777
Virgin Australia Customers with new or existing international bookings for travel from 10 Mar to 30 Jun 2020 have the option to change their flight to a later date and/or to a different destination, without incurring a change fee. 13 67 89


Cruise Line



Contact number

Carnival Cruise Line Carnival Cruise Line is pausing operations for all Australian sailings departing from 15 March 2020 through 15 May 2020. Affected guests can choose between a full refund of what has been paid or Future Cruise Credit with bonus credit based on trip duration. 1300 385 625.
Holland America Line Holland America Line is temporarily changing its cancellation policy and allowing guests more flexibility to cancel their cruise or Alaska Land + Sea Journey departing through 15 Oct 2020. Cancel within 48 hours on cruises departing before 31 Jul2020 - and within 30 days on cruises departing 1 Aug - 15 Oct 2020. 1300 987 322
Norwegian Cruise Line Guests are being provided with both future cruise credit and refund options based on planed departure date. 1300 255 200
P&O Australia For guests whose future voyages have been cancelled during the 30 day period, P&O is offering a Future Cruise Credit equal to 200% of the total cruise fare paid or 100% refund of the total cruise fare paid. Alternatively you can choose to receive a 100% refund of the total cruise fare paid. 1300 159 454
Princess Cruises Princess plans to resume cruise operations on 11 May and Cruise with Confidence is extended to cruises sailing through to 31 July 2020 where you can now cancel up to 48 hours before sailing and receive a future cruise credit. 1300 551 853
Royal Caribbean International All cruises are temporarily suspended until 11 Apr 2020. All affected customers will receive a 125% Future Cruise Credit or lower value full refund. 1800 754 500
Scenic All river cruises are suspended until 30 Apr 2020. Affected customers can choose between a full refund or a 125% Future Cruise Credit for use within the next 24 months. 13 81 28
Silver Seas For sailings departing until 31 May 2020, guests may cancel their booking up to 2 days prior to departure and receive a full refund in the form of a Future Cruise Credit. 1300 306 872
Viking Cruises Viking is temporarily suspending operations of our river and ocean cruises until 30 Apr 2020. When itinerary changes are required, impacted guests and their travel agents are notified directly by Viking Customer Relations. 13 87 47

Tour Operators

With the spread of COVID-19, many travel companies are relaxing cancellation and change policies however some, can have a number of different refund policies so we recommend contacting your provider directly to discuss the best option for your booking.

Tour Operator



Contact number

Contiki All Contiki trips due to depart on or before 30 Apr 2020 have now been suspended globally. 

Affected travellers will be contacted by Contiki to hepl them re-book, free of charge on to a new trip in any destination for travel any time during 2020 or 2021, with a full credit of all monies paid redeemable against your revised trip with Contiki. 

For travellers with existing bookings departing from 1 May and more than 30 days from today for other destinations, or any new bookings being made, Contiki have temporarily suspended the cancellation charges until 30 days prior to departure should travellers wish to change their dates or travel to a different destination. 1300 266 845
G Adventures G Adventures has suspended tours starting between 16 Mar and 31 May 2020. If you have booked a tour scheduled to depart between 16 Mar and 31 May 2020, and paid the final payment, you will be provided with a future travel credit valued at 110% of the price paid for their tour and any ancillary services including hotels, pre-paid optional activities, and transfers; but excluding airfare and insurance. This travel credit will be automatically applied to your G Adventures account within the coming weeks and can be applied toward any G Adventures tour departing up to two years from the end of the month of your tour’s suspension. If you have not paid final payment, you will retain your Lifetime Deposit (or 20% deposit if you are a resident of Germany, Austria, or Switzerland) on file with G Adventures. 1300 853 325
Greenlife Tours All customers are now entitled to one free date change, up to 30 days before the scheduled trip start date. 02 8417 2822
Intrepid Intrepid Travel is suspending tours departing from 16 Mar to 30 Apr 2020 and all affected customers will receive a 110% credit of monies paid. For tours departing from 1 May 2020 you will receive a credit for use toward an alternative tour. 1300 304 974
Travel Corporation Trafalgar has temporarily suspended all guided vacations across the globe for trips departing up and until 30 April 2020. All guests currently booked on a guided vacation during this temporary suspension are eligible to change their travel dates or destination to any trip in 2020 or 2021, without penalty on the land portion of their trip. Any savings applied to the original booking, up to 15%, will be transferred to the new trip selected. You can alternatively elect for a travel credit in the full amount paid (without penalty on the land portion) for the suspended vacation package (land only or land/air) redeemable against a new booking for travel to any destination departing before 3 Dec 2021. (02) 9028 5010



Reservations for stays and Airbnb Experiences made on or before 14 March 2020, with a check-in date between 14 March 2020 and 14 April 2020, are covered by the policy and may be cancelled before check-in. Guests who cancel will receive a full refund, and hosts can cancel without charge or impact to their Superhost status. Airbnb will refund all service fees for covered cancellations.

The host’s cancellation policy will apply as usual to reservations made after 14 March 2020, and to reservations made on or before 14 March 2020 with check-in dates after 14 April 2020. Cancellations submitted before 14 March 2020 will be handled according to the extenuating circumstances coverage in effect at the time of submission (not the coverage described here).

If a reservation has already begun (the check-in has passed) this extenuating circumstance does not apply.


Hotel groups with properties in mainland China, Hong Kong, and other coronavirus-effected countries are also waiving cancellation fees and offering more flexible rebooking policies in response to coronavirus.

Marriott International will allow full changes or cancellation without a charge up to 24 hours prior to arrival for guests with existing reservations for any future arrival date, including reservations with pre-paid rates that are typically more restrictive,, as long as the change or cancellation is made by April 30, 2020.

For guests making new reservations for any future arrival date, including reservations with pre-paid rates, between today and April 30, 2020, Marriott will allow the reservation to be changed or cancelled at no charge up to 24 hours before your scheduled arrival date.

Intercontinental Hotels Group (IHG) are waiving cancellation fees for existing and new bookings at all IHG hotels globally for stays between 9 Mar, 2020 and 30 Apr 2020.

Shangri-La will waive the cancellation charges, including Advance Purchase reservations, regardless of booking channel, for all guests travelling to any of their hotels globally on or before 30 Apr 2020.

Hilton will continue to waive change fees or offer full refunds in regions affected by government-issued travel restrictions.

All existing reservations – even those described as non-cancellable (“Advanced Purchase”) – that are scheduled for arrival before 30 Apr 2020 can be changed or cancelled at no charge up to 24 hours before your scheduled arrival.

Any new reservation you make – even those described as “non-cancellable” (“Advanced Purchase”) – that are booked between today and 30 Apr 2020 for any future arrival date, can be changed or cancelled at no charge up to 24 hours before your scheduled arrival.

Rental Vehicles


Cancellation fees for any Pre-Pay rental customers impacted by Coronavirus-related travel bans, will be waivered. For any customers who have booked through a third-party broker, please contact that broker directly for further guidance should your travel be disrupted.


Europcar provides both flexible adjustment or cancellation free of charge for all of our customers. We have extended our free of charge modification and cancellation policy to your current or future reservation for any pick-up until 31 May 2020.


Cancellation fees for any Pre-Pay rental customers impacted by Coronavirus-related travel bans, will be waivered. For increased flexibility on all bookings, including those not impacted by COVID-19 restrictions, you can change or cancel, without fees, any reservations in Europe, Australia and New Zealand for rentals due to start before 1 May 2020. For Pre-Pay bookings which start before this time, there will not be any penalties for changes made up to 24 hours before the start of your rental.


For all cancellations, visit and click on the View/Cancel booking tab on the website, you will need to enter your email address and booking number or you can email [email protected]