Corporate policies, cancellations, etc.

[The Cosmic Avenger]

COVID-19 corporate policies, cancellations, etc.

This was inspired by the travel thread; I've been getting emails from airlines and hotel chains about what they're doing, so I thought it might be helpful to have one thread about what companies are doing, particularly how it might affect us. I was considering pasting in the whole email, but I think it will be much more manageable if we summarize or use short quotes only of the portion that is relevant to us as consumers.

I expect this to be heavy on travel, but it's by no means meant to be only about travel. Those just happen to be the types of companies that would be applicable to most of us. Use your best judgement.

Also, let's not get into..er, vigorous discussions about the policies, I want this thread to be informative, so please start a new thread for anything like that.


EDIT: It occurred to me that along with a summary of the current policy, links might be particularly useful as companies update their policies.

 

[The Cosmic Avenger]

Southwest Airlines

No change in policy, see bold text at the end.

Aircraft Cleaning: We spend between 6-7 hours cleaning each aircraft every night, and, as of March 4, 2020, we have enhanced our overnight cleaning procedures. Typically, we use an EPA approved, hospital-grade disinfectant in the lavatories and an interior cleaner in the cabin. Now, we are expanding the use of the hospital-grade disinfectant throughout the aircraft, and it will be used in the cabin, on elements in the flight deck, and in the lavatory. This goes beyond the standard CDC guidelines. ​

Also, we equip each of our aircraft with a HEPA (High Efficiency Particulate Air) filter, which filters out recirculated air onboard each plane to remove airborne particles. HEPA filters are also used in hospitals to provide patients with clean air. ​

To learn more about our enhanced aircraft cleaning procedures, visit our blog for a detailed overview, along with a video and photos of the process. ​

In addition, I want to take a moment to remind Customers of our flexible policies. These policies have always been in place at Southwest Airlines and provide our Customers peace of mind every day. We never charge Customers a fee to change or cancel (though fare differences might apply) their flights.

 

[The Cosmic Avenger]

Delta Airlines

Cleaning info available at https://news.delta.com/coronavirus-news-our-commitment-customers, but currently this is the more relevant part:

We have waived many change fees and are working with customers to adjust travel plans, using relationships with other airlines when needed. We are also adjusting our schedule in response to White House, State Department and CDC guidance while listening to where customers tell us they want to fly.

• View current travel waivers, as well as information on waived change fees here.
• Read more about how we’ve adjusted our flight schedule here

 

[The Cosmic Avenger]

Hilton hotels

Cancellations:

• Government Restrictions. In regions affected by government-issued travel restrictions, we will continue to waive change fees or offer full refunds. Please click here for the latest information on our travel waivers.
• Existing Reservations. All reservations – even those described as "non-cancellable" (“Advanced Purchase”) – that are scheduled for arrival before April 30, 2020, can be changed or cancelled at no charge up to 24 hours before your scheduled arrival.
• New Reservations. Any reservation you make – even those described as “non-cancellable” (“Advanced Purchase”) – that are booked between today and April 30, 2020, for any future arrival date, can be changed or cancelled at no charge up to 24 hours before your scheduled arrival.

Also info on cleaning:

• Our hotel teams are receiving ongoing briefings and enhanced operating protocols.
• We have increased the frequency of cleaning our public areas (including lobbies, elevators, door handles, public bathrooms, etc.) and have continued the use of hospital-grade disinfectant.
• We will continue to adjust food and beverage service in accordance with current food safety recommendations.
• We have increased the deployment of antibacterial hand sanitizers.

 

[The Cosmic Avenger]

Enterprise car rentals

They have expanded their cancellation policy temporarily, see https://www.enterprise.com/en/help/notifications/advisory.html for the most up-to-date info:

While we look forward to continuing to serve you during this time, we recognize some travel plans may change. To provide you with flexibility for these changes, we have extended our existing no-fee cancellation policy to include customers with pre-paid rentals booked directly through us. Customers who have booked a rental through a third-party are encouraged to contact that party directly to understand their policy.

 

[MichaelB]

Great idea, thanks.

 

[The Cosmic Avenger]

Marriott Bonvoy

Current cancellation policy at https://news.marriott.com/news/2020/03/13/travel-information-covid-19-update:

• For guests with existing reservations for any future arrival date, including reservations with pre-paid rates that are typically more restrictive, we will allow full changes or cancellation without a charge up to 24 hours prior to arrival,* as long as the change or cancellation is made by April 30, 2020. Please note that any changes to existing reservations will be subject to availability and any rate differences.
• For guests making new reservations for any future arrival date, including reservations with pre-paid rates, between today and April 30, 2020, we will allow the reservation to be changed or cancelled at no charge up to 24 hours before your scheduled arrival date.* Please note that changes to the reservation will be subject to availability and any rate differences.

Guests who booked via online travel agents or other third-party travel professionals are advised to contact their booking provider for information on their policies.

 

[MichaelB]

Viking Cruises

Dated 3/2

Dear Viking Guest,

As you undoubtedly know, the coronavirus COVID-19 is causing concern in the general public and among those of us engaged in travel. At Viking, the safety and security of our guests and employees has always been our top priority. We have implemented enhanced health screening procedures for all guests and staff before boarding our vessels and everyone is required to complete a health care questionnaire before embarkation. We continue to reiterate the importance of individual hygiene, sanitizing and washing of hands.

We continue to monitor the COVID-19 situation closely including the travel advisories issued by the U.S. State Department and information updates issued by the Centers for Disease Control in the U.S. and the World Health Organization in Switzerland.

This is a situation that can change from day to day, and we can well understand that the decision of whether or not to travel may be weighing on your mind – particularly for those with imminent departures.

In view of this we are for the time being making a temporary exception to our cancellation policy so that you can be free to postpone your cruise at any time up until 24 hours before the planned departure, without incurring any cancellation fees. You will be issued a voucher for future travel valid for 24 months, which can be used on any Viking product (river, ocean or expedition). This temporary exception to our standard cancellation policy is applicable for all guests who currently have a reservation with Viking and for all new reservations made through April 30, 2020.

The temporary exception to our cancellation policy is as follows:

Notification of your intent to postpone your current cruise must be received as follows:
If you have flights arranged by Viking, it must be received at least 24 hours prior to the time of your flight's departure.

If you have arranged your own flights, it must be received at least 24 hours prior to the time of embarkation of the cruise or your hotel check-in, whichever is first.

Cancelled reservations will be reimbursed in the form of a Future Cruise Voucher in the amount of 100% of all funds paid to Viking.
Future Cruise Vouchers may be used toward any future river, ocean or expedition cruise with Viking and will be valid for 24 months from issuance.
If you have any questions, please contact your Travel Advisor or Viking at 1-833-900-0951, Monday through Friday, 4:00 AM to 9:00 PM, and Saturday to Sunday, 5:00 AM to 7:00 PM, PT.

We hope you will choose to join us as planned. We will continue to update you on any changes in itineraries or circumstance that may be relevant. In the meantime, we hope that this temporary exception to our policy will help put your mind to ease.

Sincerely yours,

Richard Marnell
Executive Vice President

 

[The Cosmic Avenger]

At the risk of breaking the terms I asked for in my first post, here's something that seems relevant but doesn't quite fit: US Department of State has issued a GLOBAL Level 3 Travel Advisory, which means reconsider travel (it only goes to 4; 1 & 2 are basically "be careful", and 4 is "Do not travel", reserved for China, Italy, Iran, and a few others due to violence/war in addition to COVID-19): https://travel.state.gov/content/tr...ert-global-level-3-health-advisory-issue.html

I figure this could affect travel plans, and could help if you have to argue for cancelling or for reimbursement.

 

[gwraigty]

I have nothing to quote or link to. DD works at Panera Bread and more rigorous/frequent cleaning procedures were implemented yesterday at the direction of corporate. Some examples include, but are not limited to, wiping down/disinfecting common touch points such as door handles, creamer container handles, drink dispenser handles/spouts, chair seats & backs, tables, faucets/handles in the bathrooms, etc.

On a general note, gloves are worn when cleaning and when handling food as normal procedure.

 

[The Cosmic Avenger]

Universal Studios Orlando

Just got this email, Universal Studios theme park is closed:

Out of an abundance of caution and to assist with our nation’s preventive efforts, Universal Orlando Resort will temporarily close its theme parks and Blue Man Group shows beginning Monday, March 16. We anticipate remaining closed through the end of March – but will continue to evaluate the situation.
Universal Orlando’s hotels and Universal CityWalk will remain open.
We have created flexible programs for those guests who have booked travel packages or tickets with us. Guests can call this number for more information: 877-801-9720.

 

[Silver]

Walt Disney World Orlando is also closing after this Sunday. I live in Orlando, and these closures have huge implications for the lowest paid staff/families that live in this area. It's a really tough time....

 

[cathy63]

Norwegian Airlines

https://www.norwegian.com/us/flight-status/updates

Waiver of rebooking fee conditions

In light of the travel restrictions due to Covid-19, we are waiving the change fee for the following bookings for travel up to and including 30 November 2020:
- All bookings to/from Austria, Italy and USA
- All bookings for international flights (excl. within Nordic countries) made between 6 March and 22 March 2020

 

[cathy63]

IHG Hotels

Brands include Holiday Inn, Kimpton, Intercontinental, Regent, Indigo, Staybridge, etc.

https://www.ihg.com/content/us/en/customer-care/travel-advisory

We know that flexibility is what our guests are looking for right now. So, we are waiving cancellation fees for existing and new bookings at all IHG hotels globally for stays between March 9, 2020 and April 30, 2020.

 

[cathy63]

Starbucks

This one is interesting because they link to a discussion of their experience in mainland China.

You may be aware that over the last few weeks we have
taken a series of precautionary steps in response to this
developing public health impact, including increased
cleaning and sanitizing procedures for our stores. We
have also prepared our stores to respond quickly to any
emerging situation, leveraging the considerable insights
we’ve gained from our experience in China, where we
continue to see encouraging signs of recovery with over
90% of stores reopened.

While we are
currently maintaining regular operations across the U.S.
and Canada, our stores are prepared to modify
operations with options that still allow us to serve you
your favorite beverage and food. This means that as we
navigate this dynamic situation
community-by-community and store-by-store, we may
adapt the store experience by limiting seating to
improve social distancing, enable mobile order-only
scenarios for pickup via the Starbucks App or delivery via Uber Eats, or in some cases only the Drive Thru will be
open. As a last resort, we will close a store if we feel it is
in the best interest of our customers and partners, or if
we are directed to do so by government authorities.

 

[cathy63]

Amtrak

https://www.amtrak.com/coronavirus?...gPageLink-March2020-AGR-Program&stop_mobi=yes

• Enhanced cleaning protocols. We have increased the frequency of cleaning service on our trains and at our stations.
• Additional antibacterial products. We have increased the quantity of sanitizers and disinfectant wipes available for customers and employees throughout our trains and stations.
• No change fees on bookings made through April 30, 2020. We are waiving change fees so you can book travel on Amtrak® with confidence, knowing you have the flexibility to change your plans.

 

[Independent]

Current cancellation policy at https://news.marriott.com/news/2020/03/13/travel-information-covid-19-update:

Thanks, now I understand.

I canceled two Fairfield Inn reservations yesterday. One was inside the "no-cancellation" period, but the guy on the phone said no problem. You showed me why he did that.

 

[Independent]

Long Carnival email

Dear Carnival Guest:

Public health authorities believe older travelers with severe, chronic medical conditions are more susceptible to contracting coronavirus. Your health and well-being remain our highest priority. Effective immediately, we are proactively implementing guidance from the Centers for Disease Control (CDC) regarding cruise ship travel.

The following individuals will temporarily not be allowed to sail:

• Guests who have been hospitalized in the last two months for, or have a history of, severe or chronic medical conditions.
• Per CDC, chronic conditions are defined as an illness persisting for a long time or constantly recurring, such as diabetes, heart, kidney or lung disease, suppressed immunity (i.e., active cancer, taking steroids) or require oxygen for any reason.
• Guests who are 70 years and older, will be required to present a doctor's "fit to sail' letter at check-in, confirming they do not meet any of the health/medical criteria.
• If you are unable to present this letter, you will not be allowed to cruise.
• Guests who have been to or traveled through China, Hong Kong, Macau, South Korea, Italy, Iran, Japan, Singapore in the last 20 days prior to embarkation.
• Guests who have been in contact with another person diagnosed with or tested for COVID-19.

Anyone who meets any of the above criteria must cancel their reservation and may select one of the following options:

• Receive a 100% Future Cruise Credit (FCC). In addition, guests will also receive a future onboard credit - US$300 per stateroom if you were scheduled to sail on a cruise of 5 days or less; US$600 per stateroom if you were scheduled to sail on a cruise of 6 days or longer - when you rebook your future cruise.
• Receive a cash refund, to be processed to the original form of payment within 90 days.

---

• Guests traveling in the same stateroom as the impacted party are also eligible for the compensation options listed above.
  
• Any accompanying family or friends in separate staterooms who also wish to cancel will receive a 100% future cruise credit.

Since we are experiencing high call volume, please complete this form if you meet any of the above criteria for canceling your cruise. We will process your request and send you a confirmation. There is no need to call us.

Pre-purchased shore excursions, beverage and Wi-Fi packages, and Fun Shop purchases will be automatically refunded. If you elect a refund, please note it will be processed in approximately 90 days.

Yesterday, "high call volumes" meant an automated voice saying "Please hang up and try again later".

I cancelled one day too soon, before they sent the email.

 

[Nemo2]

VIA Rail:

This is a challenging time around the world and here at home in Canada. Knowing that you might have concerns, especially about travelling, I want to reinforce that your health and safety as well as those of our employees are at the heart of everything we do at VIA Rail Canada. As we continue to learn more about the risks of COVID-19 (also known as the Coronavirus), we remain committed to ensuring your experience, from booking to arrival, is safe and comfortable.

Currently, COVID-19 poses a low risk to Canadians, however, we’re working closely with public health agencies and the government to implement additional prevention measures as the situation evolves. We appreciate your understanding that, although we’re doing everything we can to maintain a safe and comfortable environment, your experience during this time may be a little different than what you’ve come to expect.

Although our daily cleanliness and hygiene practices already meet Health Canada’s standards, we’ve taken steps to help ensure both you and our employees are protected from the risk of infection and communicable diseases.

• We’ve increased how often we clean our trains and stations.
• We’re distributing additional antiviral products, such as hand sanitizer, on board and in our stations.
• Our employees have been trained in preventive and reactive measures as recommended by Health Canada.
• A dedicated committee has been created and is proactively meeting to monitor the level of risk associated with COVID-19 and ensure the procedures we’re implementing are appropriate and communicated to our employees and passengers.

If you choose to change your travel plans, we understand. You can cancel or modify your reservation at any time prior to departure during the month of March and April and receive a full refund in addition to not incurring any service charges, regardless of when you purchased your ticket. This includes all travel up to and including April 30, 2020. You can find out more here.

The COVID-19 situation continues to evolve and we’ll continue to respond to the latest developments, while keeping you informed. I invite you to visit our website that we will be updating on a regular basis.

Please remember that the most effective way to prevent the spread of disease are things you do yourself.

• Wash your hands often.
• When you cough or sneeze, cover your mouth with a tissue or the inside of your elbow.
• If you have flu-like symptoms, inform the people around you, and postpone your travel plans. If your symptoms aren’t mild, seek medical care.

Thank you for your understanding. On behalf of all of us at VIA Rail, let me again say how committed we are to ensuring the safety of our passengers.

 

[timo2]

These notices must be some sort of corporate best practices recommendation. I received this one from a local medical cannabis company.

 

[Nemo2]

It's becoming a 'cancellation epidemic':

City Takes Preventative Action Regarding COVID-19

The information below has been sent out by the City of Belleville.

Posted: March 13, 2020

While there have been no confirmed cases of the Coronavirus in the City of Belleville to date, the City’s Emergency Management Control Group met to discuss the municipality’s plan to address concerns arising from COVID-19. The group made recommendations and Mayor Mitch Panciuk and the Emergency Management Control Group have determined the following actions will be taken:

As of Monday, March 16, 2020, all programs, facility rentals and services taking place at the Quinte Sports and Wellness Centre, Belleville Public Library, John M. Parrott Art Gallery, Community Archives, Parkdale Community Centre, Hillcrest Community Centre and Glanmore National Historic Site will be suspended until further notice. This includes:

All recreation programs, including skating and swimming lessons
Drop-in programs
Family Dental Centre Indoor Track
Birthday parties
Recreational skating and swimming and open gymnasium
March Break camps
Facility, ice and meeting room rentals
Community Centre rentals
Special events

”In addition to these decisions, the City is considering many other preventative measures to reduce the risk to our residents,” said Mayor Mitch Panciuk. “Hand sanitizing stations are available in city facilities which are undergoing thorough cleaning on a frequent basis. Transit is regularly disinfecting handrails, fare boxes, seats and bell cords. We will continue to keep residents informed with regular updates.”

For ongoing COVID-19 updates and ways to best protect you and your family visit: https://hpepublichealth.ca/

 

[The Cosmic Avenger]

Delta is rather confusing, one part asks you to wait until 72 hours before you travel to cancel:

Make it easier to adjust travel plans. We know customers trying to contact us are experiencing extremely long wait times, and we are continuing to do everything possible to address your needs as we work through a solution. Our teams are currently focused on helping customers whose travel is scheduled within the next 72 hours. If your travel is further out, you may cancel or change your flight anytime before your travel date using My Trips on Delta.com. To allow even more flexibility, any Delta ticket expiring in March or April is being extended to enable rebooking and travel until Dec. 31, 2020. Whenever your travel may be, rest assured that all changes will be processed and applicable credits will be issued; if you don’t take your flight, your ticket number automatically becomes an unused eCredit within 24 hours. We promise to resolve your issues and sincerely appreciate your patience.

But another page waives change fees:

To ease customers who are uncertain about upcoming travel, we are waiving change fees for:

• Customers traveling both international and domestic through April 30.
• Customers purchasing flights between March 1-31.

Additionally, we are waiving change fees if your plans include travel to restricted areas:

• Europe, the U.K. and Ireland – through May 31.
• Shanghai and Beijing, China – through May 31.
• Seoul, South Korea – through May 31.
• Argentina, Colombia, Ecuador, El Salvador, Guatemala and St. Maarten – through May 31.
• Australia – through May 31.

 

[The Cosmic Avenger]

Speaking of inflexible, British Airways updated their policy, but they didn't email me about it. And of course it is only for a voucher, a year from when you first booked (not your travel date), and it still doesn't apply to my travel dates:

You’re travelling with us between 14 March to 31 May

You can cancel your booking and receive a voucher for the same value. Your voucher can be used as part payment towards a future booking to any destination. It must be redeemed for travel on flights taken within 12 months of your original date of departure.

 

[The Cosmic Avenger]

Booking.com

Not much in the way of specifics, but then Booking.com is like Expedia or Priceline (are they still around?), a middleman, and offer bookings around the world:

At Booking.com our mission is to make it easier for everyone to experience the world. However, sometimes we also need to make it easier to stay safe.

As the coronavirus pandemic evolves, we are doing everything we can to help our customers. We've introduced simple self-service options to change or cancel dates in a quick and easy way.

Your options might change as decisions are made by (travel) authorities.

Sign in to check what options are available for you.

If your check-in date is more than 72 hours in the future – please try out the self-service options on the web first, or contact us closer to your stay. We are aware that long wait times are a frustration, and we appreciate your understanding during this unprecedented situation.

 

[SpinDoctorTX]

We have a trip to Ireland coming up in June... We do have trip insurance, and I'll be closely monitoring the booking with fingers crossed.