Industry Update
External Article21 March 2020

Don't want to fly during coronavirus crisis? Don't rush to cancel that ticket. Here's why

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The surge of passengers trying to change or cancel plane tickets as travel grinds to a halt during the coronavirus crisis is overwhelming airline and online travel agency reservation centers.

Hours-long waits, dropped calls and don't-call-us-we'll-call-you messages are the norm. Airlines have taken to their websites, Facebook and Twitter accounts to advise travelers to hold off on calling unless their plans are in the next few days.

Travelers who heed the advice might see an unexpected benefit: a refund.

Since the coronavirus outbreak began, all major airlines have added a variety of waivers to allow travelers to change or cancel upcoming flights without fees that generally start at $200 a person. What the waivers don't allow, at least for nonrefundable tickets: a refund, which has confused, surprised and infuriated travelers.

Read the full article at USA TODAY

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