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Do you still need to cancel your trip due to coronavirus (COVID-19)? We’ve been working day and night to make it as painless for you as possible, and we now have new tools and information to make it even easier and faster. Here are answers to your most frequently asked questions. If you still need help, check out our CheapTickets Customer Service Page.

RELATED: Find more information on COVID-19 travel changes here

What’s the best way to cancel my trip? 

Thanks to new reservation management tools, it’s now much easier to change or cancel or change your plans online or in the app. Start by logging into your CheapTickets account and go to your itinerary to see what cancellation options are available. If you can’t find what you need there, start a chat with the on site Virtual Agent or fill out a cancellation form.  

Easiest ways to cancel your travel: 

Cancel online from  MyTrips. Just login to your CheapTickets account to access your reservation and follow the instructions from your itinerary to cancel. 

Cancel using Chat. Click the blue  Chat Now  button in the My Trips page or from our Customer Service page. A virtual agent will help you with cancelling your booking and answer any other questions. 

Complete the Cancel Request form. You can also cancel your reservation by filling out a Cancel Request form. Have your itinerary number handy, plus the email and phone number you used for your booking. Once you submit the form, the cancel request will be processed.

Is your flight departing within the  next 72 hours? Click the Contact Us button at the top of the Customer Service page to speak directly with an agent.  

What should I do if my flight is leaving within 24 hours / I travel in the next 1-3 days? 

If your flight is set to depart within the next 72 hours, definitely contact customer service now for assistance. All other travelers should try one of our new self-service options online or in-app, or wait until your travel date is closer before contacting us.  

Is CheapTickets assisting customers with immediate travel first? 

Yes. Right now, CheapTickets is focused on travel booked on our site before April 30. With the unprecedented impact of COVID-19 around the world, we are committed to solving our travelers’ most immediate needs. 

Can I expect a credit or a refund for my cancellation?  

CheapTickets always follows the policies of our travel partners. That said, we know many travelers are dealing with a lot of uncertainty right now and we’re doing our best to provide refunds or options that fit travelers’ needs whenever and wherever we can. 

Many airlines are now offering credit toward a future flight unless the flight has been cancelled. 

Many hotel bookings on our site offer free cancellation; for this type of reservation, you just have to go to MyTrips and cancel. For non-refundable hotel stays booked on our site, we have either negotiated a refund policy when possible or are offering a CheapTickets voucher equal to the total price + taxes and fees, so that you can rebook the original property within the next year. 

I keep calling to cancel and can’t get through—what should I do? 

We are truly sorry for the difficulty our customers have experienced in trying to reach us. This is due to call volumes that have been 5-7 times higher than average. 

Please know we are working hard to answer all calls made to our Customer Service centers. At this time, we are taking hundreds of thousands more calls than we would normally expect to receive, even in our busiest of times. In addition to high call volume, recent government work-from-home mandates created additional challenges for our contact centers to navigate. 

To mitigate these challenges, we encourage customers to try our new enhanced self-service cancellation options, including Virtual Agent support and cancellation forms found here. Please note, in order to prioritize those with the most immediate needs, we encourage only travelers who have trips within the next 72 hours to reach out to our customer service advisors if necessary. This will help us better support travelers with the most imminent needs. 

Will I still get a refund or credit if I miss my trip because I couldn’t get through to an agent? 

For customers whose travel plans have already been affected by COVID-19 and whose travel dates have passed, we want to assure you that we are trying to help you, too. We will have further updates for these travelers as soon as we can and we appreciate your patience.  

I have a vacation package booked. How do I cancel? 

We are working to improve the process for cancelling vacation packages on CheapTickets. Currently, travelers with a vacation package should cancel each component of their trip separately. For example, if you purchased a flight + hotel vacation package, please visit our hotel page FAQ for instructions on cancelling your hotel, and our flight page FAQ for instructions on cancelling your airline tickets.  

My airline says I have to cancel my trip through CheapTickets—why do I keep getting conflicting information? 

Our agents cannot cancel or change reservations booked on many low-cost and international airlines, including Aer Lingus, Easy Jet, Fun Jet, Norwegian, Spirit, Frontier and Volaris. You can find out if your airlines is included in this list under “Exceptions” on our Customer Service pageIf your airline is on this list, we cannot change or cancel your flight reservations. Please follow the guidance on the airline’s website and work with them to make the necessary changes to your flight. 

For all other flights booked on our site, you may cancel or change plans from your itinerary or via one of the other self-service options listed here.  

My hotel is closed due to COVID-19—how do I cancel? 

Even if the property you have booked on our site is closed due to COVID-19, our agents can help you cancel or make a change. Please follow the regular steps to cancel here.  

I purchased travel insurance for the trip I need to cancel. Does this cover COVID-19?

A refund is not guaranteed in this instance. Check your policy to see if unforeseen events like COVID-19 are covered. You may have the option to file a claim with the insurance provider.  If you still wish to cancel your hotel stay or flight through CheapTickets, you may do so.  

Tagged: COVID-19

CheapTickets Blog Editors

CheapTickets Blog Editors

CheapTickets editors are a diverse group of writers and bloggers who live and work all over the world and who have a passion for student-friendly budget travel coursing through their veins. Whether it's finding the most Instagrammable yurt in the Coachella Valley or uncovering dirt cheap eats in expensive cities like Tokyo and Paris, our writers take the road less traveled to uncover the world's best deals and destinations.

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