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
Now more than ever, we remain committed to your health and safety so that you can travel with confidence. On this page, you will find the latest updates from our trusted partners regarding change/refund policies, enhanced safety and cleanliness procedures, and more. While we try our best to provide you with the most updated information, we encourage you to check with the airline, hotel, or car rental company directly.
We suggest that you check the latest COVID-19 travel restrictions.
This content is provided by our airline partners and is for informational purposes only.
Please click on the airline names to read about their cleanliness and safety protocols.
Please click on the hotel names to read about their cleanliness and safety protocols.
If you have submitted a cancellation or change request, you can check its 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.