The Good, the Bad, and the Ugly (how travel companies have responded to Covid-19)

We’ve been home for a few days now, and one thing I’ve gotten used to is being “on hold”.  Two days ago I was on hold with Chase for 3 hours and 42 minutes, when an automated voice I hadn’t heard previously told me “We can’t take your call right now, please try again later”, and then hung up.  Why did it take 3 hours and 42 minutes to tell me that?

Despite that, I was able to dispute about 8 charges via their phone app, and the credits did appear on my card within 24 hours.  Yesterday I was finally able to get through to them after 3 hours 15 minutes on hold.  I was shocked when somebody actually answered the phone!

There are a few companies that have been very understanding and helpful during this process.

The good:

Silversea Cruises – They gave us the option for a full refund of our cruise or a 125% credit for a future cruise.  We are hanging onto the credit for now, and can change our mind at any time.

Hotels.com – We had two bookings that were non-refundable, and they worked out a full refund with both hotels.  This amounted to a refund of about $1300, which would have been a bitter pill to swallow.

Agoda – Same deal as hotels.com.  Full refund on a non-refundable hotel booking.

Delwarenorth – no questions asked full refund of flights to/from Lizard Island

Viator – full refund for several tours

Skyrail Rainforest Cableway – full refund on non-refundable tickets

Chase – they have not questioned any of my disputes, even with the airlines that tend to not give refunds (although when THEY cancel the flight, it should seem obvious a refund is in order).  My only gripe is how long it takes to get through to somebody, but with all that is going on it’s understandable.

There are a few who have been less than helpful.

The bad:

Bridgeclimb Sydney – only offering a credit that has to be used by March 2023, which is the longest credit period we’ve seen yet.  However, the tour will almost certainly not happen for anybody on April 2, so they should just offer a refund.  *Update – Bridgeclimb Sydney was indeed shut down by March 23, but still no talk of a refund, only a credit, when THEY can’t even run the tour.  Very sad.

United Airlines – United cancelled a flight home on us and left us hanging.  I  only found out via text message, and had to find a new flight on my own, and was quite lucky to do so.  I had to call United myself to cancel the flight that they cancelled and refund us our miles.  In addition, our flight home from Sydney scheduled for May 13 can’t be cancelled without paying a $125 fee.  United told me to wait until closer to that date to see if the rules change.  Crazy!  *Update – United came around and cancelled our May 13 flight and waived the fees, but still, why did I have to wait?

Onetravel – We have flights coming up on April 2 that we can’t cancel via their website.  Clicking on the cancel button simply gives you a phone number to call, but calling them only gets you a recording that says they are busy and to call back later.  What is the point in having a webpage with a “cancel” button?

There are another few who have been outright assholes that we will NEVER do business with.

The ugly:

Journey Beyond – This company runs the Ghan Railroad, among others.  They started off by telling me the tour is “still happening, so we can’t offer you a refund, just a credit.  Let us know when you want to rebook”.  I found a Covid-19 alert on their website that clearly stated they were offering refunds, and when I cut and paste that info into a return e-mail, they changed their website to remove the refund reference!  The email also stated “there will be no refunds” and directed me to the webpage they just changed!  Such assholish arrogance!

I received an email two days ago “Our trips have been shut down by the government, due to no fault of our own,  let us know when you want to rebook with your credit”.  Not a chance!  This company is dead to me!

Qantas – only offering a credit that has to be used by Sep 30, 2020.  What??  This thing won’t be over by then.  What are they thinking?  I’m certain the three flights I’m trying to cancel now will be cancelled by them at some point. Just give me a refund!

Jetstar– Before I had a chance to cancel my flight with them, they cancelled the flight themselves.  Even though they cancelled my flight, they are only offering a credit that must be used by Sep 30, 2020.  WTF?

At least my green list is longer than my red one!

Not sure when we will be travelling again.  Looking at the Galapagos in December perhaps.  We shall see what the future brings.  Thanks for reading the blog!