COVID-19 Everything you need for smart and safe travel.
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Our commitment never wavers

For the last 20+ years we have been able to weather the unexpected storms that affect the travel industry. Our commitment to you, our valued members is why we focus on continuing to provide an extensive global support network.

While the influx of daily developments regarding the evolving situation with the Coronavirus (COVID-19) has caused a time of uncertainty for many travelers, the health and safety of our customers and dedication to providing information and links to resources remains our top priority. Whether you are anticipating your upcoming reservation, need to cancel a reservation or have questions about cruising, flying, renting a car, or staying at a hotel or resort—our travel service providers have worked tirelessly to prepare for your return and are here to help—from addressing concerns, answering questions and making adjustments for more flexible vacation options, to booking new reservations.

Please know that we continually seek guidance from the CDC, WHO and are in regular contact with our travel providers to monitor the evolving situation. We have seen an increase in bookings in the last month which mirrors the feedback we have received from our travel intent survey where members have shared an overwhelming desire to return to travel. We are excited to serve your needs and know that you may still have some questions about traveling or about any cancelations or future cruise and resort credits. We have assembled the information and links below in an effort to assist you.

Here, we hope to provide you with all of the resources needed to feel well informed when making travel decisions. We are in this together, and we will continue to make the health and safety of our members our number one priority. Please note, because this situation is very fluid, guidelines and recommendations listed on this page may change at any time.

We are proactively trying to reach all of our members with travel itineraries impacted due to the Coronavirus (COVID-19) situation to provide cancellation information and options. You should receive communication from us very soon.

If you wish to cancel one of your upcoming reservations, you may complete this form to start the cancellation process.

Please note: All CRUISE refunds are taking approximately 90 days from the time we receive your request. All HOTEL & RESORT, CAR refunds are taking a minimum of 30 days from the time we receive your request.

All AIR refunds are taking a minimum of 60 days, sometimes up to 90 days from the time we receive your request and the airlines provide their review.

We are experiencing extremely high call volume and it may be difficult to get your questions answered quickly. However, we want you to have peace of mind so we created this helpful resource to answer your questions.

We’d like to thank you for your continued confidence as we all navigate through this unprecedented time.

General Information

When can I expect my refund for my cancelled reservation?

For Cruise:

All refunds are taking approximately 90 days from the time we receive your request.

For Hotel, Resort, Car:

All HOTEL & RESORT, CAR refunds are taking a minimum of 30 days from the time we receive your request.

For Air:

All AIR refunds are taking a minimum of 60 days, sometimes up to 90 days from the time we receive your request and the airlines provide their review.

You may complete this form to start the cancellation process.

Longer than normal hold times

We are experiencing extremely high call volume with longer than normal holds at this time. As we strive to provide you the highest level of customer service, we appreciate your patience and understanding. If you are not traveling within the next 30 days, we recommend calling back at a later time, or you can email us at Cruiseservice@ourvacationcenter.com


Travel Ban

After more than four months, the State Department is returning to country-specific levels of travel advice.

The U.S. State Department has lifted the global travel ban put in place more than four months ago in response to the coronavirus pandemic.

The Department is returning to our previous system of country-specific levels of travel advice "in order to give travelers detailed and actionable information to make informed travel decisions," according to a press release.

The Level 4 global health advisory, the highest alert level, was issued on March 19.

The new travel information issued Thursday cautioned that the pandemic continues to affect countries differently, and challenges to any international travel at this time may include mandatory quarantines, travel restrictions, and closed borders. "Foreign governments may implement restrictions with little notice, even in destinations that were previously low risk. If you choose to travel internationally, your trip may be severely disrupted, and it may be difficult to arrange travel back to the United States," the website said.

There are currently 21 countries with Level 4: Do Not Travel advisories, issued Aug. 6, and dozens more under the Level 3: Reconsider Travel warning. There are only seven countries under Level 2: Exercise Increased Caution, including Fiji, French Polynesia, New Zealand, and Thailand.

Travelers going to Europe are advised to check the relevant U.S. embassies or consulates for information, as the European Union has extended its travel ban on Americans.

The Department of State advises all U.S. citizens to read the country-specific Travel Advisories and U.S. Embassy COVID pages for updates on the impact of COVID-19 worldwide.

The COVID-19 pandemic continues to affect countries differently. Challenges to any international travel at this time may include mandatory quarantines, travel restrictions, and closed borders. Foreign governments may implement restrictions with little notice, even in destinations that were previously low risk. If you choose to travel internationally, your trip may be severely disrupted, and it may be difficult to arrange travel back to the United States.

For the latest information regarding COVID-19, please visit the Centers for Disease Control and Prevention’s (CDC) website.

Those traveling abroad should register for the Smart Traveler Enrollment Program (STEP). The Smart Traveler Enrollment Program is a free service that allows U.S. citizens traveling or living abroad to receive the latest security updates from the nearest U.S. embassy or consulate.

Benefits of enrolling in STEP:

  • You’ll receive the latest safety and security information for your destination country, so you can make informed decisions about your travel.
  • The information you provide enables the U.S. embassy or consulate to contact you in an emergency.

Travelers should also review and follow the Centers for Disease Control’s guidelines for the prevention of coronavirus as well as visit their hotel, resort, air, car or cruise line provider’s direct website for additional health and safety information and precautions.

Helpful Safety Tips for Travelers

Common Questions and information surrounding the Coronavirus (COVID-19) for travelers with upcoming reservations

What precautions should I take?

What steps can travelers take to protect themselves from the Coronavirus (COVID-19)?

Leading health authorities are urging the same personal best practices that are standard for a typical flu season, such as the following:

  • Avoid close contact with people who show signs of illness, including coughing or sneezing
  • Avoid touching your eyes, nose and mouth with unwashed hands
  • Wash your hands often with soap and water for at least 20 seconds
  • Use alcohol-based hand sanitizer that contains at least 60% alcohol if soap and water are not available

Source: U.S. Centers for Disease Control and Prevention; World Health Organization

Helpful Links Click Here for a list of Official Health and Association Websites

For specific information about cancellation policies for your cruise, hotel or resort, air or car please visit the links below.

CRUISE Lines have temporarily suspended operations

With enhanced security measures advised by government agencies like the Center for Disease Control (CDC) and the World Health Organization (WHO), cruise lines are proactively increasing communications to passengers with upcoming bookings regarding medical advisory tips, sanitization efforts and advanced health screenings.

Due to unforeseen recent events impacting some cruise lines, many operators have temporarily suspended itineraries and have cancelled sailings. For a list of cruise lines that have postponed sailings and their cancellation policies, please click here.

Cruise Lines International Association (CLIA) Extends Voluntary Suspension in U.S. Cruise Operations until September 15, 2020. The temporary suspension extension took effect at 12:00AM EDT on June 19, 2020.

WASHINGTON, DC (19 June 2020)—Cruise Lines International Association (CLIA) issued the following statement to announce that the association’s ocean-going cruise line members will voluntarily extend the suspension of cruise operations from U.S. ports until 15 September 2020.

“Due to the ongoing situation within the U.S. related to COVID-19, CLIA member cruise lines have decided to voluntarily extend the period of suspended passenger operations. The current No Sail Order issued by the U.S. Centers for Disease Control and Prevention (CDC) will expire on 24 July, and although we had hoped that cruise activity could resume as soon as possible after that date, it is increasingly clear that more time will be needed to resolve barriers to resumption in the United States.

“Although we are confident that future cruises will be healthy and safe, and will fully reflect the latest protective measures, we also feel that it is appropriate to err on the side of caution to help ensure the best interests of our passengers and crewmembers. We have therefore decided to further extend our suspension of operations from U.S. ports until 15 September. The additional time will also allow us to consult with the CDC on measures that will be appropriate for the eventual resumption of cruise operations.”

“This voluntary suspension applies to all CLIA members to which the No Sail Order applied (vessels with capacity to carry 250 persons or more). CLIA member cruise lines will continually evaluate the evolving situation and make a determination as to whether a further extension is necessary.”

We are proactively trying to reach our members to provide options.

We are experiencing high call volume and it may be difficult to get your questions answered quickly. We are offering chat services online for our customers and members with cruise reservations and you can always email us at: Cruiseservice@ourvacationcenter.com

When can I expect my refund for my cancelled reservation?

For Cruise:

Please note: all refunds are taking approximately 90 days from the time we receive your request.

You may complete this form to start the cancellation process.

Want to learn more about the health and safety measures many cruise lines are taking and any additional precautions necessary for travel? Click Here

Common Questions and information for travelers with upcoming Cruise reservations

Have questions about an upcoming reservation that has not been cancelled?

Due to the high volume of calls we are receiving from customers with cancelled reservations, please email us with any questions about your reservation at Cruiseservice@ourvacationcenter.com


What should I expect when I board my cruise?

To ensure the safety of all guests, cruise lines have enhanced their preventative screening process for embarkation. Including robust outbreak prevention and response plans, including procedures to provide care for and isolate passengers and crew if needed.

Additionally, all guests may be subject to random screening at any time while aboard. If a guest exhibits signs of illness, temperature screenings will be taken and medical support provided as needed.


How will I know if my cruise itinerary is impacted by the virus?

We are working closely with the cruise lines to keep you informed about the Coronavirus outbreak and how it may affect some of our members’ travel plans. As cruise lines announce cancellations or changes to their itineraries, we will reach out to you via email and/or phone if your sailing has been impacted. A travel agent will discuss your options and assist you with next steps on your booking.

For a list of cruise lines that have postponed sailings and their cancellation policies, please click here.


Can I cancel my cruise if my itinerary is impacted?

Some impacts are more significant than others. If your sailing is cancelled due to a travel advisory, we will notify you and work with you to make any cancellations or changes.

Some itineraries are adjusted by the cruise line with a simple port change within the itinerary. If the cruise line cancels your itinerary entirely, they may give you credit for a future cruise, or perhaps a full refund. For more information, you can visit the cruise line website for the most up-to-date policies.

You may complete this form to start the cancellation process.

Please note: all refunds are taking approximately 90 days from the time we receive your request.

Do you need to cancel an upcoming reservation for a cruise, air, rental car, hotel or resort booking?

For Cruise Reservations

If the cruise line has cancelled or postponed your sailing, we are working with them to process your paperwork. Most cruise lines are requesting 90 days from the time your request is received to process cancellations. We are working diligently to notify you regarding any refund or future cruise credit. We will contact you with all relevant information as soon as we are able to process the cancellation and obtain the complete details from the cruise line.

If you need to cancel a cruise reservation that is not scheduled to sail within the next 14 days, we ask that you please wait until closer to your embarkation date to contact us so we can focus on customers with immediate needs.

If you are scheduled to embark within 14 days, please complete this form.

You will receive a confirmation of receipt email with your submission number and we will process your cancellation and contact you within 90 days from the time we receive your request regarding any potential refunds or future cruise credits that may be available. Most cruise lines have adopted temporary flexible cancellation policies. Visit your cruise line website for up to date information on their specific cancellation policies. For a list of cruise lines that have postponed sailings and their cancellation policies, please click here.


For Hotel Reservations

Are you trying to get a refund for your Hotel reservation?

Most major hotels and Hotels are being very flexible during these challenging times. For existing reservations many are waiving change fees, will allow full changes, cancellation without a charge, or offering full refunds - based upon dates of travel and or where you are traveling. Please check with the hotel website for the most up-do date information.

If your reservation is nonrefundable but, you would like to cancel because this is a Coronavirus (COVID-19) related claim, you should complete this form to start the cancellation process. Should we need more information, an agent will reach out to you. Otherwise we will process your request and send you a confirmation once it is completed.

Please note: all hotel refunds are taking approximately 30 days from the time we receive your request.

If you have requested a cancellation, received a hotel closure or have received notice of a Future Hotel Credit (FRC):

No action is needed on your part. We have taken steps to expedite handling of your cancellation. If your hotel reservation was cancelled because the hotel is closed, or because of covid-19 cancellation request, we have issued you a Future Hotel Credit.

How do I get my refund?

You will receive notice when your refund has been processed. Any Future Hotel Credits will be deposited directly to your account.

Is there a next step for me?

No. We will be contacting you in the coming weeks to help you plan your next Hotel reservation.

Want to learn more about the health and safety measures many hotel brands are taking and any additional precautions necessary for travel? Click Here


For Resort Reservations

Are you trying to get a refund for your Resort reservation?

Most major resorts and Resorts are being very flexible during these challenging times. For existing reservations many are waiving change fees, will allow full changes, cancellation without a charge, or offering full refunds - based upon dates of travel and or where you are traveling. Please check with the resort website for the most up-do date information.

If your reservation is nonrefundable but, you would like to cancel because this is a Coronavirus (COVID-19) related claim, you should complete this form to start the cancellation process. Should we need more information, an agent will reach out to you. Otherwise we will process your request and send you a confirmation once it is completed.

Please note: all resort refunds are taking approximately 30 days from the time we receive your request.

If you have requested a cancellation, received a resort closure or have received notice of a Future Resort Credit (FRC):

No action is needed on your part. We have taken steps to expedite handling of your cancellation. If your resort reservation was cancelled because the resort is closed, or because of covid-19 cancellation request, we have issued you a Future Resort Credit.

How do I get my refund?

You will receive notice when your refund has been processed. Any Future Resort Credits will be deposited directly to your account.

Is there a next step for me?

No. We will be contacting you in the coming weeks to help you plan your next Resort reservation.

Want to learn more about the health and safety measures many resort brands are taking and any additional precautions necessary for travel? Click Here


For Air Reservations

Are you trying to cancel or get a refund for your flights?

Most major airlines are waiving change fees for travelers with flights to restricted areas. Some of the airlines are waiving fees to other destinations or are allowing travelers to make one-time changes with no penalties. If you have booked your flights with us, you can speak with an air rep. If you have booked your flights through the cruise line, their policy will be the same as the policy on your current itinerary. Please check with the airline’s website for the most up-do date information.

If your reservation is nonrefundable but, you would like to cancel because this is a Coronavirus (COVID-19) related claim, you should complete this form to start the cancellation process. Should we need more information, an agent will reach out to you. Otherwise we will process your request and send you a confirmation once it is completed.

Please note: All AIR refunds are taking a minimum of 60 days, sometimes up to 90 days from the time we receive your request and the airlines provide their review.

Want to learn more about the health and safety measures many air providers are taking and any additional precautions needed for travel? Click Here


For Rental Car Reservations

Are you trying to cancel or get a refund for your rental car reservation?

The car rental can be cancelled as long as it has not been picked up at the Car Rental Agency. With most Car Rental Agencies, you will not be charged if you have not picked up your car. Please check with the rental car company’s website for the most up-do date information.

If your reservation is nonrefundable but, you would like to cancel because this is a Coronavirus (COVID-19) related claim, you should complete this form to start the cancellation process. Should we need more information, an agent will reach out to you. Otherwise we will process your request and send you a confirmation once it is completed.

Please note: all car rental refunds are taking approximately 30 days from the time we receive your request.

Want to learn more about the health and safety measures many car rental providers are taking and any additional precautions necessary for travel? Click Here

International Travel Ban Continued

The United States Government’s policy goes into effect at 11:59 p.m. Eastern Daylight Time on March 13, 2020 but does not apply to persons onboard a flight scheduled to arrive in the United States that departed prior to 11:59 p.m. Eastern Daylight Time on March 13, 2020. The United States Government has stated that they intend for this policy to be in place for the next 30 days.

This policy does not include or impact

This DOES NOT apply to U.S. citizens, U.S. permanent residents, their children or spouses.

  • American citizens, permanent legal residents and their immediate families
  • Any child, foster child or ward of a United States citizen or lawful permanent resident, or who is prospective adoptee pursuant to the IR-4 or IH-4 visa classifications
  • Members of the U.S. Armed Forces and spouses and children of members of the U.S. Armed Forces
  • Anyone traveling at the invitation of the United States Government for virus-related work, certain travelers doing work related to the CDC, Department of Homeland Security, State Department and other law enforcement issues
  • Certain classes of air or sea crew members
  • Anyone traveling from the United Kingdom who has not been to the Schengen Area in the last 14 days

While not prohibited from entering the United States, these travelers who have been to the Schengen Area may be required to return to the U.S. through selected airports where enhanced screening procedures have been established.


Official Health and Association Websites

Center for Disease Control Coronavirus Home Page:
https://www.cdc.gov/coronavirus/index.html

Prevention and Treatment:
https://www.cdc.gov/coronavirus/2019-ncov/about/prevention-treatment.html

World Health Organization Coronavirus Home Page:
https://www.who.int/health-topics/coronavirus

CLIA Statement on Voluntary suspension extension:
click here

Cruise Lines International Association (CLIA) COVID-19 FAQ’s
https://cruising.org/-/media/Media%20Kit/CV/Cruise%20Industry%20COVID-19%20Policy%20FAQs%204%20Mar

CLIA Statement on COVID-19
https://cruising.org/-/media/Media%20Kit/CV/TFS6727-COVID-19_Factsheet_01

For more information:
Cruising is OK if you are Healthy