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
The World Health Organization (WHO) has declared the outbreak of the 2019 novel coronavirus to be a global health crisis. As disruptions to flight travel occur across the globe due to the spread of this virus, many airlines are offering waivers to their passengers, such as the chance to reschedule a trip without paying change fees. This page has been created to help you find out what waivers you may be entitled to.
Below you'll find the "Travel Waiver Updates" table we've created. Please start by selecting your airline, to see relevant waiver information
If you have already submitted a request to have your non-refundable airline tickets refunded*, please be aware that with the enormity of the passengers that have been affected, your refund might take a little longer than usual to be completed. We are processing refunds in the order the request was received and once your refund has been processed, you'll receive an e-mail as a confirmation of completion of your refund. From this point, it should be reflected on your billing statement within 1 to 2 billing cycles based on your individual credit card's closing date.
We apologize for any inconvenience the delay may cause and hope you will understand the extraordinary nature of the current travel situation.
NOTE – Regardless of what your plans are, please note that –
Future Credit -
Your reservation will be cancelled, and your tickets will remain on file for future travel as per airline policy subject to applicable OneTravel fees. This is the preferred and faster option as per the airline' rules and policies, as not all airlines are allowing refund option.
Complete cancellation of all tickets and refund less original OneTravel service fee non-airline ancillary and any applicable OneTravel cancellation fee if airline policy permits.
To understand which policy your itinerary qualifies for, please review the "Travel Waiver Updates" below to review your airlines restrictions. Please be sure to review the columns specific to your trip.
If you have already submitted a cancellation or change request, you can check its status here.
If you are traveling with one of the following airlines, please click here to cancel/change your booking.
If you wish to cancel or change your non refundable flights, please complete this form and we will have your flights cancelled/changed and will start the process with one of the following (based on your airlines’ specific restrictions).
Future Credit - Hold the value of your tickets for future travel. Your tickets will remain on file for future travel as per airline policy subject to applicable OneTravel fees. This is the preferred and faster option as per the airlines’ rules and policies, as not all airlines are allowing a refund option.
Refund - Complete cancellation of all tickets and refund less original OneTravel service fee, non-airline ancillary and any applicable OneTravel cancellation fee if airline policy permits. If your booking is for future travel in the upcoming months and your request is voluntary, you may not be eligible for a refund or credit and submitting the online form to cancel your flight may cause a loss in the ticket value, and incur post ticketing fees.
Exchange - Change the dates and/or destination of your flight for future travel – an agent will contact you from this number (646)738-4849 (please do not screen calls from this number Subject to any applicable service fees and fare difference upon rebooking your travel.
You will receive a confirmation receipt along with status updates on the process of your refund or future credit.
Your customer support request has been sent. We will respond as fast as we can.
By submitting this form you are authorizing us to cancel your booking, select either hold for future credit or if airline rules permit to process a refund, and charge your credit card on file any applicable fees listed above. If your preference was refund and airline rules do not permit a refund, we will automatically issue you a credit for future travel. If you have chosen the option to change the dates and/or destination of your flight for future travel, one of our agents will contact you. Only bookings where the airline has cancelled the flight or was subject to a major schedule change are possibly eligible for a refund, and other exclusions based upon the fare rules may apply.
Your customer support request has been sent. We will respond as fast as we can, and you can check your request's status here.
These are some links with coronavirus updates you may want to follow. We will be updating these links as the information gets available.
As many countries have enforced Entry Restrictions for those who have recently been in affected areas, please ensure that you will be able to enter the country of your final destination.
Due to the rapidly growing nature of this global health emergency, a lot of information is quickly being issued from the airlines regarding travel waivers. While we will do our very best to update this page regularly with new information as it becomes available, we cannot guarantee that the information is entirely complete or current. So, if your travel was affected by the outbreak, but you do not see a waiver related to your flight here, you may want to check with your airline directly as well, preferably via its website.
For purposes of changes or cancellations related to the COVID-19 pandemic, the Compassion Exception Policy applies to changes or cancellations during the declared effective period and within the geographic scope of a presidential proclamation or other order by the US federal government restricting travel because of the COVID-19 pandemic.