Help! The Coronavirus Struck and I Want a Refund


Travel and trip making plans are being disrupted through the global unfold of the coronavirus. For the newest updates, learn The New York Times’s Covid-19 coverage here.

Last September I booked a Japan excursion with Abercrombie & Kent, scheduled to go away on the finish of March. Three tickets got here to greater than $46,000, with out airfare. What occurs while you ebook your dream outing, handiest to confront trip restrictions and an exploding international pandemic? Nancy

Last September, across the time you should had been reserving your Japan outing, I took my first-ever browsing lesson in Barbados. Bobbing within the mild, beginner-friendly bay, I realized the game is all about timing: If you’ll be able to’t get forward of the wave, you’ll finally end up looking at it thunder ashore with out you.

The identical is going for writing about trip amid the daily-changing coronavirus pandemic.

My authentic reaction in your query, which have been scheduled for the 3rd week of March, integrated a detailed run-down about how excursion operators paintings. I spoke to Abercrombie & Kent and even were given you a credit score — sure, the total $46,000.

The day the column used to be set to visit print, Abercrombie & Kent introduced it used to be postponing all of its excursions till (no less than) the top of April. Its new, extra versatile insurance policies would have given you a $46,000 credit score anyway. Much of what I wrote not carried out, and to run it wouldn’t had been truthful. I’ve by no means been so satisfied to look considered one of my very own items get “killed.”

Since the top of January, when the World Health Organization declared the coronavirus outbreak a public well being emergency (six weeks earlier than the time period pandemic used to be carried out), scores of Times readers have come ahead with questions like yours. Then got here 3 tectonic shifts in fast succession: President Trump suspending travel from Europe for a month, the State Department issuing its highest travel advisory (Level 4, or “Do Not Travel”), and nations all over the global closing their borders.

The trip trade scrambled to maintain. Caveats and exclusions disappeared from cancellation and alternate insurance policies — even for airlines, which can also be notoriously tough. The cruise industry, after stammering with a complete vary of responses, in spite of everything threw within the towel and outright suspended sailings for a month. Tour operators like Abercrombie & Kent fell in line, too.

In flip, I used to be barraged through readers soliciting for pointers and recommendation about something: refunds.

Take the 2 emails I gained about flying on Norwegian Air. One reader requested the right way to get a refund for tickets on a flight that used to be nonetheless headed to Rome, in spite of the then-burgeoning coronavirus outbreak in Italy. The different puzzled the airline’s $110 alternate rate on a flight that came about to be departing New York City for Oslo the very day the Norwegian govt closed the border.

By the time I traded emails with a Norwegian Air spokesman, the airline used to be not flying from the United States to Rome or Oslo, and it had eradicated its alternate charges altogether.


  • Be affected person; the trip trade is scrambling to stay alongside of the tectonic shifts in trip restrictions.

  • As a end result, customer support facilities also are scrambling. Expect lengthy wait and reaction occasions.

  • If your outing isn’t proper across the nook, it’s very best to attend to cancel it — particularly if you happen to don’t want to in an instant get right of entry to the price range.

  • It’s in everybody’s very best hobby to be versatile presently.


Another reader emailed to inform me about a denied refund on two Airbnbs in Spain: “This experience is making me question whether it’s a good idea to use them in the future,” she wrote.

Airbnb introduced a sweeping extenuating-circumstances cancellation policy 5 days later. I had handiest cursorily reached out to the corporate when a followup from the reader landed in my inbox: “Airbnb emailed me today and promised a refund would be coming in the next 15 days.”

But it used to be the alternate I had with Priceline that very best illustrated the trip trade’s high-speed response of the evolving pandemic.

A reader named Bonnie emailed to mention that Priceline had charged her a $518 rate when she canceled her April keep at a lodge in San Francisco. Meanwhile, the lodge itself used to be waiving cancellation charges.

When I reached out to Priceline, I realized that on March 16 — the day Bonnie canceled her reservation on-line — the lodge’s cancellation waiver have been communicated to all of Priceline’s telephone brokers yet had but to be uploaded into the database that processes on-line cancellations. In different phrases, Bonnie had overwhelmed Priceline to its personal rush.

That technical lag has since been fastened, and Bonnie’s cancellation rate used to be refunded. A Priceline spokesman emailed, “Please know that this was NOT her mistake — this was ours entirely. We’re also very sorry that it took several days for her to get the right answers. It’s obviously a very busy time in travel, but when we learn about errors like these, we’ll fix them immediately.”

The state of affairs additionally drives house a level that Jack Ezon, the founding father of the posh trip company Embark, stressed out when I known as him a few weeks in the past to get his point of view in regards to the coronavirus’s basic impact at the trade: “It’s in everyone’s best interest to be flexible right now.”

Flexible cancellation and alternate insurance policies foster goodwill and are an general boon for his or her photographs. But they’re additionally just right for money glide and long-term emblem loyalty: the well-known “bird in the hand” adage, mentioned Mr. Ezon. “If you want to entice people to buy, you need to make it easy for them to cancel,” he mentioned.

But mix panicked customers in quest of refunds en masse, all-but-guaranteed customer-service logjams, and cancellation and alternate insurance policies that experience modified — ceaselessly greatly — in a topic of weeks, and we’re again in that water, making an attempt to time the ones waves excellent.

My reporting at the coronavirus up to now has pointed to at least one key lesson: in case your outing isn’t proper across the nook, it’s very best to attend to cancel it, particularly if you happen to don’t want to in an instant get right of entry to the price range. Look no additional than my oldsters’ deliberate outing to Japan. In past due February, once they lobbied All Nippon Airways for a refund on two round-trip trade elegance tickets from New York City to Tokyo, they were given a paltry be offering: a $463 credit score (general). Instead they held off, refreshing the airline’s site a few occasions a week till their late-April departure date used to be in spite of everything lined through the airline’s ballooning cancellation policy.

Not handiest does the wait-and-see technique prevent from having to spend hours on cling, yet, because the studies above point out, leaping in in advance — say, earlier than insurance policies are formally hammered out — nearly at all times promises a headache. There’s a philosophical upside to this, as smartly, particularly for the ones folks who’re used to having journeys at the calendar. It’s not going I’ll get to Menorca in September, yet my not-yet-canceled lodge reservation is a small token of normalcy — my very own tiny display of optimism.

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