We are all aware of the incredible upswell of Coronavirus Disease (COVID-19)-related issues affecting every aspect of our daily lives, both personal and professional. Over the past week, the entire travel industry has been inundated with requests from customers for the cancellation of upcoming travel plans. We at OneTravel have been no exception. As we all work our way through this pandemic, we want you, our loyal customer, to know that we remain committed to responding to every request and maintaining the highest possible standards for customer satisfaction.
The locations of our global call centers are affected by local government-issued guidelines to contain the spread of COVID-19. Because of those guidelines, our call center agents have not been able to reach our facilities. This has resulted in the loss of our ability to receive incoming phone calls. We are working hard to get service back up as quickly as possible. To immediately serve you, we have launched an online cancellation request form that can be accessed via the OneTravel website. We ask you to submit cancellation requests for future travel credit or for a refund when airline policies permit. You can also request any other changes to your bookings via this on-line form.
The volume of requests is extremely high, so we appreciate your patience and understanding as we work hard to service your requests. To best address the situation, we are processing requests by upcoming departure date - those whose travel is planned within 72 hours will be given priority. But be assured, every request received will be addressed. We have waived our cancellation, credit on hold and refund fees for all countries under Presidential Proclamation and discounted our fees by 30% for all other countries
This situation is unprecedented, but we are confident that with our combined efforts we will get through this together. We are doing what we can to serve our customers while maintaining the health and safety of our global workforce. We will be updating our customers regularly and look forward to that day in the future when we all may return to our core mission of Uniting People & Places Across the Planet.
Yours in Strength,Sam S. Jain, CEOWerner Kunz-Cho, Co-CEO
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