Hotel flex policy: putting travellers first

By Mark Hollyhead, Chief Operating Officer

Since COVID-19 started to spread around the world, we’ve seen an unprecedented impact to the travel industry. Our customers face challenges in supporting their business travellers on the road, and our supply partners face challenges in ensuring policies reflect changes happening around the globe. Egencia too. What hasn’t changed is our collective focus on our customers. Together, we bring the world within reach for businesses around the world, and together our collaboration has never mattered more than it does right now.

What is Egencia doing today: hotel cancellation

While we’ve been working furiously to cancel or postpone travel on behalf of travellers, the fast-changing landscape has been challenging. To further assist our customers, we’re updating our policies and programs to simplify the cancellation process for travellers who are impacted by government-imposed travel restrictions and other COVID-19 related issues. This means all customers with hotel bookings with stays from March 16 through April 30, 2020 who would like to cancel their reservation penalty-free are able to do so regardless of whether they booked a non-refundable rate initially or not. It’s easy to do, just go to your hotel booking in Egencia and cancel at least 24 hours before you’re due to check in. Cancellations can be completed from your browser or the Egencia mobile app.

Looking forward
Events like what we are facing today force us to continually consider our solution differently. Egencia embraces this. It is part of our culture and seen as a must-do competency around here. This is just one of several fast-turn actions that we’ve taken to help our customers during this challenging time.

We are doing our best to ensure our travel managers and travellers have the information they need and the technology to support their travel plans. We’re proud to be able to make these decisions quickly and take action that benefits our customers.

To cancel your hotel, please visit your booking in Egencia in your browser or mobile app. For more information, please visit the Egencia Help Center for the latest news, alerts, and information on traveling during COVID-19 pandemic.

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