Our Force Majeure Flex Policy for Travel Partners
Updated: March 30, 2020
The response to the coronavirus (COVID-19) outbreak—government travel restrictions, advisories, flight cancellations, etc.—have reached a global scale. Regardless of conditions where they are, or where they want to go, people can no longer travel at will.
Given these unprecedented circumstances, and for the safety of our partners and customers, Expedia Group is applying its force majeure cancellation policy to all bookings worldwide with stay dates prior to April 30, 2020 (“Eligible Stay Dates”).
- What do you need to do? To best assist you in this difficult time and reduce the volume of calls from our support teams, we will automatically process customer-requested cancellations for existing bookings with Eligible Stay Dates.
- How do you handle a no-show booking? Due to the large volume of cancellations being received, some customer’s attempts to cancel before the check-in date may not reach you until after the check-in date. In these circumstances, the booking falls within this policy.
We wish you the best during these difficult times and thank you more than ever for your partnership. Please stay safe and contact us at any time if we can provide assistance.
As you know, this is a rapidly evolving situation. Please check this page often to stay informed about any changes to this policy.
For Lodging Partners
Existing Bookings. We are automatically refunding travelers who contact us requesting to cancel existing bookings with Eligible Stay Dates. For these cancellations, we are waiving cancellation fees and refunding any pre-payments.
Travelers who cancel certain non-refundable bookings at certain properties will be provided with a voucher to rebook at your property, as previously communicated. Note that not all types of bookings are eligible for vouchers such as Hotel Collect bookings, Hotwire bookings, Egencia bookings, bookings through some third-party sites, and partially non-refundable bookings. Travelers who cancel these bookings will be provided with full refunds like any other booking covered under this policy.
Future Bookings. We are also updating all rate plans for future bookings with Eligible Stay Dates to have a free cancellation prior to 24 hours before the check-in date. This allows travelers to cancel now or delay their decision until closer to their stay at your property, should the situation improve. If you don’t want the 24-hour cancel policy to apply to these future bookings, you can choose to remove inventory for those rate plans via Partner Central or through your channel manager.
Expedia Group will not earn any compensation on bookings cancelled under this policy. We expect that you will also waive or refund (as applicable) any amounts that you would otherwise collect or charge the customer or Expedia Group for these cancellations.
If travelers contact you directly, you can now initiate the cancellation within Partner Central.
For Local Expert Partners
These force majeure circumstances also apply to all Local Expert bookings worldwide within the Eligible Stay Dates. Accordingly, we will be cancelling these bookings upon request and refunding amounts paid to the customer. We expect that you will also waive or refund (as applicable) any amounts that you would otherwise collect or charge the customer or Expedia Group for these bookings.