COVID-19 shut down a lot of travel, but most companies are offering credit options
Current circumstances have resulted in more than a little disruption. Many businesses have had to severely alter their operating structure to meet safety requirements necessitated by the coronavirus. Others have had to shutter their operations completely.
For consumers, those alterations have not always been easy to work around, especially if they have affected travel plans.
The Better Business Bureau tracked more than 7,000 customer complaints and reviews related to COVID-19 in March 2020 alone — a 10% increase from the number of complaints filed last year. By far, the bulk of those filings had to do with cancellations. A staggering 63% of incoming complaints were about cancellation terms related to travel and events, including airlines, hotels, concerts, and gym memberships.
For those consumers who had their upcoming trips terminated as a result of the pandemic, the news isn’t all negative. Better Business Bureau Northwest + Pacific’s investigation team found that most travel companies are offering credit options for future travel.
When it comes to the accommodation industry, such as vacation rentals and hotels, it is uncommon for full refunds to be issued without some type of cancellation fee. Instead, many travel companies are working to rebook trips for dates well into the future.
While it is within consumers’ rights to still file a complaint, BBB has confirmed with the Federal Trade Commission that not much action can be taken against accommodation companies unwilling to offer a full refund. On the other hand, there is often recourse for consumers looking to get airline tickets refunded as the airline industry is subject to federal regulations.
As you look to rebook and/or schedule a trip in the future, consider the following:
Prioritize patience. Easier said than done, but it’s important to remember that most businesses are trying to find their footing right now. Work with travel companies to find a solution that works best for your situation.
Carefully research cancellation policies before making reservations. If you hope to travel somewhere later this year, understand what kind of cancellation policy is available for the tickets you would like to purchase.
Consider buying travel insurance but read the small print. The most comprehensive policies do not always cover issues such as global pandemics. Even if the coverage includes “cancel for any reason” language, loopholes may still exist.
Think twice before buying a bargain ticket. Deals for flights, cruises and other travel opportunities are popping up everywhere. If you want to take advantage of these, keep in mind that, realistically, any destination could become compromised or closed as officials work to contain the spread of the virus.
More tips and information for helping both business owners and consumers during the coronavirus pandemic is available at bbb-businesses.org/covid-19.
Ben Spradling is the Western Washington Marketplace Manager for the Better Business Bureau Northwest + Pacific. Reach him at ben.spradling@thebbb.org.